21131 mmp english for business 1 za objavu

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Faculty of Economics, Split

ISBN 978-953-281-040-0

English for Business 1Undergraduate Professional Program

Small Enterprise Management

1st semester

Author: Gorana Duplančić Rogošić

Split, September 2010


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Izdavač:

Sveučilište u Splitu

Ekonomski fakultet Split

Za izdavača:

Prof. dr. sc. Branko Grčić, dekan

Recenzenti:

Doc. dr.sc. Željana Aljinović Barać

M.A. Jasmina Rogulj, prof.

Tehnički urednik:

Diana Mijačika, dipl. oec.

ISBN 978-953-281-040-0

Adresa izdavača:

EKONOMSKI FAKULTET

21000 Split

Matice hrvatske 31

tel. 021 430 600, 430 601

fax. 021 430 701

http://www.efst.hr


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mr.sc. Gorana Duplančić Rogošić

ENGLISH FOR BUSINESS 1

Split, 2010


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ENGLISH FOR BUSINESS 1

for Undergraduate Professional Program of Small Enterprise Management

INTRODUCTION

The course English for Business 1 for the first-semester students of Small Enterprise

Management includes six topics: Careers, Selling online, Companies, Great Ideas, Stress and Entertaining .

One part of the teaching material is provided by the course book and workbook Market Leader,

NEW Pre-intermediate ( Cotton, Favley and Kent, published by Pearson Longman in 2003).

This book is intended for students who need professional communication within the hotel and

tourism industries.

The syllabus is based on topic areas and professional skills relevant to the students. It alsoincorporates a related comprehensive grammar and vocabulary syllabus and systematic work on

speaking, listening, reading and writing. Each unit deals with an area of the hotel and tourism

industry and related professional skills such as talking on the telephone, recommending sights

and taking orders in restaurant, taking reservations. Although the four skills - reading, writing,

listening and speaking - are practiced and developed in each unit of the course book, there was a

need to expand the topics covered in the book with some additional materials.

Therefore, each of the six units in the course book is accompanied with extra exercises

that provide further practice and consolidation, and also expand the material course book.

Emphasis in this web edition is put on further developing speaking, reading and writing skills.

The teaching material comes from a wide range of sources related to the hotel and tourism

industry, travel- and tourism-related websites and so on. The varied tasks ( multiple choice,

matching, crosswords, gap-fill exercises and others ) in each of the units are suited to the need of

hotel and tourism students, providing many opportunities for students to use their existing

knowledge of English and the new input in a wide range of contexts relevant to their field. Tasksin this web edition provide students with practice in various real-life situations, from writing CVs

and cover letter, to taking reservation by phone to discussing the roles of departments in a hotel,

to name only a few.

The main objectives of this additional teaching material are: helping students develop

their four skills further and enabling them to discuss business-related topics in more detail than

they would be able to using only the course book .

Author


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K EY TO SYMBOLS AND ABBREVIATIONS USED IN THE BOOK

= vocabulary

= writing task

= speaking task

= reading task

= Internet task

= grammar review

= pronunciation helper

AmE = American English

BrE = British English

HR = Human Resources

pl= plural

abbr = abbreviation

C = countable (noun)

U= uncountable (noun)

sb = somebody

sing = singular


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CONTENTS

INTRODUCTION .................................................................................................................................. vii

Key to symbols and abbreviations used in the book ......................................................................... viii

UNIT 1: CAREERS ................................................................................................................................. 5

Introduction ................................................................................................................................................ 5

Recruitment and selection ......................................................................................................................... 6

Applying for a job ....................................................................................................................................... 8

Curriculum Vitae or Résumé ..................................................................................................................... 9

Cover letter ................................................................................................................................................. 12

Work and jobs ............................................................................................................................................ 15

Departments in a company ...................................................................................................................... 19

Language review: Modals 1: Ability, requests and offers (Can, Could, Would) ............................... 20

Unit 1: Glossary ......................................................................................................................................... 22

Unit 1: Exercises for self-study and revision ......................................................................................... 28

UNIT 2: SELLING ONLINE ......................................................................................... 40

Shopping .................................................................................................................................................... 40

Retail vs. wholesale .................................................................................................................................... 41

E-commerce ...............................................................................................................................................43

Useful language: negotiation .................................................................................................................... 46

Language review: Modals 2: Must, Need to, Have to, Should ............................................................ 50

Unit 2: Glossary ......................................................................................................................................... 52

Unit 2: Exercises for self-study and revision ......................................................................................... 61

UNIT 3: COMPANIES ..................................................................................................... 72

Industry ...................................................................................................................................................... 72

Business and businesses ........................................................................................................................... 74

Types of business entity ........................................................................................................................... 75


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Ownership of a business .......................................................................................................................... 77

Company abbreviations ............................................................................................................................ 78

Describing companies............................................................................................................................... 79

Language review: Present Simple and Present Continuous ................................................................ 81

Unit 3: Glossary .........................................................................................................................................83

Unit 3: Exercises for self -study and revision ......................................................................................... 89

UNIT 4: GREAT IDEAS .....................................................................................................................95

New Ideas ................................................................................................................................................... 95

Innovation & Invention ........................................................................................................................... 99

Patents and Intellectual Property ......................................................................................................... 100

Language review: Past Simple and Past Continuous ......................................................................... 102

Unit 4: Glossary ...................................................................................................................................... 104

Unit 4: Exercises for self-study and revision ...................................................................................... 109

UNIT 5: STRESS .............................................................................................................. 121

What is stress? ......................................................................................................................................... 121

Work -life balance.................................................................................................................................... 124

Language review: Past Simple and Present Perfect ........................................................................... 126

Unit 5: Glossary ...................................................................................................................................... 129


UNIT 6: ENTERTAINING ........................................................................................... 143

Culture...................................................................................................................................................... 143

Cross-cultural communication ............................................................................................................. 144

Corporate Entertainment or Corporate hospitality ........................................................................... 147

Small talk .................................................................................................................................................. 148

Language review: Multi- word verbs .................................................................................................... 150

Unit 6: Glossary ...................................................................................................................................... 151


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LIST OF WORDS COVERED IN BUSINESS ENGLISH 1 ...................................................... 165

BIBLIOGRAPHY ................................................................................................................................. 168


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UNIT 1: CAREERS

INTRODUCTION

C AREER is a term defined as the progress and actions taken by a person throughout a

lifetime, especially related to that person's occupations. A career is often composed of the jobs

held, titles earned and work accomplished over a long period of time, rather than just referring to

one position. While employees in some cultures and economies stay with one job during their

career, there is an increasing trend to employees changing jobs more frequently. For example, an

individual's career could involve being a lawyer, though the individual could work for several

different firms and in several different areas of law over a lifetime. A career is mostly seen as a

course of successive situations that make up a person's occupation.

STAGES IN A TYPICAL CAREER . Stages in a typical career might be as follows: going to

school, going to university, getting qualifications in . . ., getting a job in a company; moving to

another company (or companies) or even staying in the same company all your working life;

retiring. Some people decide on a career plan while they are still at school or university. Somepeople prefer to work for one company during the entire career, while others prefer to work for

several different companies that may offer them various career opportunities.

HISTORICAL CHANGES. In societies before modernism, many workers would often

inherit or take up a single lifelong position (a place or role ) in the workforce. As the idea of

progress and of the habits of individualist self -betterment spread, careers became possible, if not

expected. By the late 20th century, possible choices (especially in the range of potential

professions ) and more widespread education had allowed it to become fashionable to

plan a

http://en.wikipedia.org/wiki/Rolehttp://en.wikipedia.org/wiki/Rolehttp://en.wikipedia.org/wiki/Role


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career. It is also common for adults in the late 20th/early 21st centuries to have dual or multiple

careers, either one after another or at the same time.

RECRUITMENT AND SELECTION

RECRUITMENT

Recruitment (or hiring) is the process of identifying that the organization needs to

employ someone up to the point at which application forms for the post have arrived at the

organization. The stages in recruitment include sourcing candidates by advertising or other

methods, and screening and selecting potential candidates using tests or interviews. Selection

then consists of the processes involved in choosing from applicants a suitable candidate to fill a

post. Training consists of a range of processes involved in making sure that job holders have the

right skills, knowledge and attitudes required to help the organization to achieve its objectives.Recruiting individuals to fill particular posts within a business can be done either internally by

recruitment within the firm, or externally by recruiting people from outside.

AGENCY TYPES

The recruitment industry has four main types of agencies:

employment agencies,

"headhunters" for executive and professional recruitment, in-house recruitment, and

recruitment websites and job search engines.

All of these agencies try to channel candidates into the hiring organizations application process.

As a general rule, the agencies are paid by the companies, not the candidates. The stages in

recruitment include sourcing candidates, screening and selecting potential candidates using tests

or interviews.

EMPLOYMENT AGENCY . An employment agency is a traditional type of agency. It is an

organization which matches employers to employees. In all developed countries there is a

publicly funded employment agency and multiple private businesses which also act as

employment agencies. Recruitment agencies have historically had a physical location. A candidate

visits a local branch for a short interview and an assessment before being taken onto the agency’s

books. Recruitment consultants then work to match their candidates to their clients' open

positions. Suitable candidates are short-listed and put forward for an interview with potential

employers on a temporary ("temp") or permanent ("perm") basis.


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HEADHUNTERS. A "headhunter" is industry term

for an employment recruiter who seeks out

candidates, often when normal recruitment efforts

have failed. Headhunters are generally considered

more aggressive than in-house recruiters or may

have preexisting industry experience and contacts.

Due to their higher costs, headhunters are usually

employed to fill senior management and executive level roles.

Headhunters are also used to recruit very specialized individuals; for example, in some fields,

such as emerging scientific research areas, there may only be a handful of top -level professionals

who are active in the field. In this case, since there are so few qualified candidates, it makes more

sense to directly recruit them one-by -one, rather than advertise internationally for candidates. While in-house recruiters tend to attract candidates for specific jobs, headhunters will both attract

candidates and actively seek them out as well. To do so, they may network, cultivate relationships

with various companies, maintain large databases, purchase company directories or candidate

lists, and cold call prospective recruits.

IN-HOUSE R ECRUITMENT. Larger employers tend to undertake their own in-house

recruitment, using their human resources department. In addition to coordinating with the

agencies mentioned above, in-house recruiters may advertise job vacancies on their own websites,

coordinate internal employee referrals, work with external associations, trade groups and/or

focus on campus graduate recruitment. While job postings are common, networking is by far the

most significant approach when reaching out to fill positions. Alternatively a large employer may

choose to outsource all or some of their recruitment process (recruitment process outsourcing).

RECRUITMENT WEBSITES AND JOB SEARCH ENGINES. Online recruitment and the use of new

emerging technologies have many advantages for the modern recruiter. It makes the process of

finding candidates and new business opportunities quicker, cheaper and more efficient. The

Internet, in fact, has completely revolutionized the role of the traditional recruiter. Now it's about

searching through hundreds of thousands of CV's placed on personal web pages and browsing

online corporate staff directories.

The process of personnel recruitment using electronic resources, in particular the internet, is

referred to as e-recruitment or e-cruitment. The companies and recruitment agents have

moved much of their recruitment process online so as to improve the speed by which job

candidates can be matched with live vacancies. Using database technologies, and online job


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advertising boards and search engines, employers can now fill posts in a fraction of the time

previously possible.

Sources of recruitment can also be divided into internal and external recruitment. In-

House Recruitment is an example of internal recruitment (transfers, promotions, uprading,

demotion, retired emploees…) while employment agencies, "headhunters" and recruitment

websites and job search engines are all examples of external recruitment.

APPLYING FOR A JOB

A vacancy ( a job that no one is doing and is therefore available for someone new to do) is

usually advertised (on the Internet, in general newspapers, job ad newspapers, professional

publications, window advertisements, job centers, and campus graduate recruitment programs).

An advertisement for a job includes important basic information such as: company name,

location of the job (division, department, branch, section, etc.), job title, a description of the role

and duties of the employee within the organization, hours of work, closing date; where to submit

application (phone, mailing address, e-mail address, fax number). The job specification also gives

criteria about skills, experience, qualifications, personal qualities required from potential

applicants and special demands made by the job (e.g. physical conditions, unusual hours,

travelling away from home), and terms and conditions of employment ( salary, benefits,

bonuses, working hours)

Vacancy, situation, post and position are formal words often used (instead of the word

job) in job advertisements and applications. Suitability for a job is typically assessed by looking

for skills, e.g. communication, typing, and computer skills. Qualifications may be shown through

Curriculum Vitae or résumé, job applications, interviews, educational or professional

experience, the testimony of references, or in-house testing.


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CURRICULUM VITAE OR RÉSUMÉ

If you want to apply for the job, you will send your Curriculum Vitae (or résumé in

American English) and a covering letter (or cover letter in American English) explaining why

you want the job and why you are the right person for that job. A CV is an essential tool in thejob search process. It is typically the first encounter with your potential employer; therefore, you

(an applicant) want to make a positive first impression by presenting a CV that will lead to an

invitation for a job interview. A CV or a resume is a document that conveys how your education,

work experience, and other qualifications match those identified in the job description. Hence,

your goal is to have the CV be a reflection of the job description. A well -developed CV should

intrigue, inform and focus on educating an employer as to why they should call you for an

interview. So, how do you put together a CV that will get you an interview?

First of all, think about how your skills, education and experience compare with the skills

needed for the job. Spend some time researching the job you are interested in as well as the

company. This will help you catch the employer's eye and show that you are suited to the job.

Each job is different, each company is different, and your CV needs to change too. The basic

structure can stay the same, but think about the job you are applying for and adapt your CV to

show how your skills and experience match the requirements of the job.

There are three main styles of CV:

•

the reverse date order CV (also known as the reverse chronological CV)

• the functional CV

• the targeted CV

The basic structure of a CV is:

• personal details - name, address, phone number, e-mail address and date of birth.

Rather than heading the page 'Curriculum Vitae', which does not really need saying,

simply use your name. • personal profile - this section is optional. It is basically a very brief summary of your

skills, experience and achievements. If you choose to include this, keep it to just a few

lines - you can highlight examples of your skills in later sections.

• qualifications and education - keep this relevant. Do not put down your 100 meters

swimming certificate unless this is required for the job!

•

work history - this can include for example work experience, paper-rounds, voluntary

work. Start with your most recent experience and work backwards. List your major

responsibilities and achievements for each job.


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• leisure interests and other activities - only include these if they are relevant to the job.

Do not make things up here as you may well be questioned on them, particularly if the

interviewer shares those interests.

•

references - these are the names and contact details of two people outside your family

who know you well. You may choose to ask a teacher/lecturer or previous employer. It is

not essential to include these. You can just write 'available on request'.

The Reverse Chronological CV

This is the most popular format and is

generally the one preferred by the majority of

employers. It presents your most recent (and

probably most relevant) experience or

qualifications first and works backwards.

This is the most common style of CV. It lists

your education and work experience in

reverse date order (most recent first). Skills

and achievements are built into the CV

against the relevant experience.


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The functional CV

The functional CV is a useful format if you have little or no

employment experience because the emphasis is placed on

achievements, experience and skills gained elsewhere.

The structure of a functional CV is usually as follows:

• personal details

• details of skills, abilities and achievements under

relevant headings

• work history – just company and position held. It may

not include work history and dates of when and where

you acquired your skills and experience.

•

education

• other relevant information

(If your educational qualifications are good, you may want

to place these before the skills section)

The targeted or combination CV

This is similar to the functional CV in that the

emphasis is on skills and achievements. However, with the targeted CV, these are listed under headings

which relate to the job or field of work you are

applying for. For instance, if you are targeting a job in

retail, you might list skills and achievements under

headings relating to customer service skills,

numeracy/cash handling, computer skills and so on.

This type of CV combines the chronological and the

functional format with emphasis being placed on

related skills, but would also include a section on work history and dates. If you choose this type

of CV, make sure you are absolutely clear about the specific requirements of the job.


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COVER LETTER

As part of your application for a job, you will need to write a covering letter to accompany your

CV - even if you are sending it by email. A covering letter builds on the information given in your

CV. Its purpose is

to make sure that the CV arrives on the desk of the correct person.

to clearly say why you want that particular job with that particular employer and

your motivation for the job.

The cover letter gives you an opportunity to discuss topics, not included in your resume, which

you fell will be of particular interest to the prospective employer. You can also use the cover

letter to highlight your employment objective if you did not state it on your CV.

Although different countries have different practices for writing CVs, there are some golden

rules you need to follow.

• Pay careful attention to spelling, punctuation, grammar, and style

• Proofread carefully. Do not rely on “spell check”. Use a dictionary. Ask others to

proofread your resume.

• Arrange information in a logical manner

• Should be easy to read with space between each section; neat in appearance

•

Provide honest, clear, and concise information

• Avoid large areas of text - use note form instead of long sentences. Break up text with

bullet points.

•

Print your CV on white A4 paper as typed or written CVs will not impress.

• Keep it one page, if possible.

• Choose a font style that is easy to read. Avoid gimmicky or flashy formats

•

Print out a copy of your CV to keep yourself. A potential employer will use your CV

to form interview questions, so it is useful to remind yourself of what you have

written!


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The cover letter should be typed neatly, using care in sentences structure, spelling, and

punctuation. Whenever possible, address your letter to a specific person and always use an

appropriate business letter format. Identify the kind of position that you are seeking and why you

are applying to the particular organization.

Tips:

• Remember to put your address and contact details in the top right hand corner. Then

the employer's address underneath, aligned to the left.

• Put the job title and reference number, if there was one.

• Write to a named person - look on the internet or ring the company and find out

exactly who you will be dealing with. Then address the letter to them. If you cannot

find a name to write to, address the letter to 'Dear Sir or Madam'. • Include in your letter where you saw the job advertised.

•

Use the first paragraph to say why you were attracted by the ad vert - show you have

done some research into the company and you are really interested in it.

• Then describe how your skills and experience make you suitable for the job. Highlight

relevant information from your CV, but do not just repeat what is already there.

• If you are writing to a named person, finish the letter 'Yours sincerely'. If you are

writing to an unknown person, finish with 'Yours faithfully'.• Sign the letter by hand and type your name below your signature.

• Keep it to one page, breaking up the text into paragraphs and using bullet points if

appropriate. It needs to be clear and concise, so the reader can glance through and

quickly pick out the main points.

• Make sure your letter is unique both to you and your prospective employer.

• Check your spelling, grammar and punctuation.

• As with a CV, your letter should be clearly presented on good quality A4 plain paper

and set out neatly with margins and equal line spacing.


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Suggested Format for a Cover Letter of Application

Your Present Address

City, ZIP Code, State/ Country

Date

Mr. Christopher M.Bach

Title

Company

Street Address

City, ZIP Code, State/ Country

Dear Mr. Bach:

1st paragraph: (should arouse interest and define career objective) – tell why you are writing;

name the position, or field, or general vocational area in which you are applying; tell how you

heard of the opening or organization.

2nd paragraph: (should develop your career objective and identify what you have they want –

your CV will present the facts to support this) – mention one of two qualifications you think would

be of greatest interest to the employer; tell why you a re particularly interested in the companyor

type of work; be sure to indicate any related experience, educational background, or specialized

training that might increase your employability.

3rd paragraph: (should highlight specific experience) – make a positive statement about your skillsand ablities; if applicable, indicate willingness to relocate; refer the reader to the enclosed

resume.

4th paragraph: (should ask for an interview) – be positive in your attitude; close by making a

specific request for an interview. Include a phone number where you can be reached.

Sincerely,

(your handwritten signature)

Type your name

Enclosure (remember to enclose your resume)


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WORK AND JOBS

DESCRIBING JOBS I

A company can employ hundreds of staff or only a few of them. However, no matter how many

employees a company has, each employee has a specific responsibility, function, and purpose.

The specific functions of particular employees are usually described under job descriptions or

duties.

Although the role of most staff may be obvious, there may be times when someone may ask

about an employee's job or their duties. Certainly these kinds of questions may be asked on job

interviews. There are a couple of standard expressions that can be used when asking about a

person's occupation. Look at the example below that show questions asked to find out what

someone’s job is:

Expressions: Questions and answers

Once a person knows what your job title is, they may want to know a little bit about your specific

job duties. Sometimes it is hard to tell exactly what a person does just from the job title. Look at

the expressions below that can be used to inquire about job duties.

What do you do? What do you do for a living? What is your occupation? What type of work do you do? Where do you work ?

I'm a salesman. (job-general)

I'm in sales. (general)

I'm in the toy business. (industry)

I'm a contractor at JBX. (specific)

I'm a consultant for YXL.

I work for Bellwest. (company name)

What are your job duties? What exactly do you do?

What does your job entail? What do you do there? What do you do at Bellwest?

I'm a software engineer. (job title)

I work in the sales department. (place in

company)

I'm in customer service. (general area)

I work as an instructor.

I build houses. (specific job)


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Various expressions:

in charge of + noun

A project manager is in charge of a certain project, e.g., development of a new building.

responsible for + verb + ing

A Manager is the person responsible for planning and directing the work of a group of

individuals, monitoring their work, and taking corrective action when necessary.

responsibilities + infinitive

One of manager's responsibilities is to provide feedback to those whose performance

needs improvement.

responsibilities + -ing

One of manager's responsibilities is providing feedback to those whose performance

needs improvement.

DESCRIBING JOBS II

All these words are used in front of "job" and "work":

• Challenging, demanding , difficult, hard, tiring, tough= the work is difficult and

makes you tired.

• Monotonous, repetitive, routine, tedious = the work done involves doing the same

things again and again

• Exciting, fascinating , interesting, purposeful, rewarding, satisfying, stimulating,

= the work is interesting and gives you positive feelings

• Dull, boring, uninteresting, unstimulating = the work is not interesting


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T YPES OF JOB AND TYPES OF WORK

A full-time job is for for all the hours of a week during which people normally work, ratherthan just for a part of it (if you have it, you work full-time ). A part-time job is for only

part of the day or week during which people normally work (then you work part-time ).

A permanent job doesn't have a finite ending date as opposed to a temporary job that will

only last for a specific length of time.

In some companies there’s a system of flexitime (BrE)/flextime (AmE). It is a a system in

which employees work a particular number of hours each week or month but can choose

when they start and finish work each day, i.e. employees can work when they want, within

certain limits. You can start e.g. at any time before eleven and finish as early as three, as

long as you do enough hours each month. You have to clock in when you come to work

and clock out when you leave.

Factory workers may work in shifts, which is a period of time worked by a group of

workers who start as another group finishes. They may be on the day shift or on the night

shift at the factory. People who have to work on the night shift work antisocial hours.

If you work in a big city, but prefer to live in the country you will h ave to commute to

work every day i.e. you will travel regularly by bus, train, car, etc. between your place of

work and your home.

If you work for a company from your home and communicate with you office and

colleagues by computer and telephone, etc. Either all or part of the time, your type of work

is called teleworking, telework or telecommute.


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VOCABULARY BUILDING: Employing and dismissing employees

EMPLOYING PEOPLE

to recruit sb - Many businesses are having trouble recruiting workers with adequate skills.

to hire sb (especia l ly AmE ) - If you want to keep growing, hire more salespeople.

to take on sb - She was taken on as a trainee last year.

to appoint sb - A new head of the Environment Agency was appointed last year.

to headhunt sb - He was headhunted by a major US law firm.

GETTING RID OF EMPLOYEESWhen employees do something wrong

to dismiss sb - She was dismissed for misuse of company property.

to fire sb (more informal) - We fired him for dishonesty.

to remove sb (used especially about people with important jobs) - He has been removed from the

company's board.

to sack sb (BrE; used informally or in newspapers) - The company sacked its chief executive after a

series of poor results.

GETTING RID OF EMPLOYEES

When employees are no longer needed or a company needs to save money

to make sb redundant B rE ) - More than 100 workers have been made redundant.

to lay sb off - The company has laid off 200 of its employees.

to terminate sb (especia l ly AmE

) - They are obliged to compensate terminated employees.

to downsize - Big companies are downsizing and increasing their temporary workforce.

to delayer (= to reduce the number of levels of management) - Restructuring and delayering have

meant redundancies for many experienced people.


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DEPARTMENTS IN A COMPANY

People can also work in different departments in a company such as:

Administration refers to the people who plan, organize and run a business or an

institution.

Finance is the department in charge of money management.

HR , which stands for Human Resources, or Personnel is the department in a

company that deals with employing and training people.

Management are the people who run and control a business or similar organization.

Production is the department in a company that is responsible for the process of making

goods or materials or growing food, especially large quantities.

R&D (also spelled R AND D, which stands for research and development is the

department in a company that tries to develop new products and ideas and improve

existing ones.

Sales is the department of a company that is responsible for selling things.

Sales

R&D

Production Management

HR

Finance

Administration

Company


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MODALS IN GENERAL

A modal verb (also modal, modal auxiliary verb, modal auxiliary ) is a type of auxiliary verb

that is used to give more information about the function of the main verb that follows it.

Although having a great variety of communicative functions, these functions can all be related to

a scale ranging from possibility ("can") to necessity ("must").

Modal verbs are special verbs which behave very differently from normal verbs; they do not take

"-s" in the third person (e.g. He can

speak Chinese.); they cannot ac talone as the main verb in asentence (e.g. INCORRECT He can Chinese); only one modal can be used in a sentence (e.g.

INCORRECT He can must speak Chinese); they always come before another verb (e.g. Our new

manager can speak four languages fluently); they are not followed by to (e.g. INCORRECT He

can to speak four languages), and, last but not least, questions are formed by inverting the modal

and the subject (e.g. Can he speak four languages?).

Can, could, and would are modal verbs used to express ability, requests and offers.

CAN is used for:

• making a request

o Can you help me?

o Can I make a phone call?

• giving or refusing permission

o You can use my mobile phone.

o You can’ t go in there. It’s private.

•

making an offer

o Can I help you?

o Can I take your coat?

o I can take you to the station if you like.

• expressing ability

o I can speak French and Spanish

o Women ca n become train drivers.

LANGUAGE REVIEW

MODALS 1: Ability, requests and offers (CAN, COULD, WOULD)


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COULD is used for:

• making a request

o Could you repeat that, please?

o Could you tell me the time, please? (a little more formal)

• expressing ability in the past

o He could speak four languages before he was ten.

o When he was younger he could run a marathon in under three hours.

• expressing future possibilities

o I think we could increase our market share in the long term.

WOULD is used for:

•

making requests:o Would you open the door for me, please?

• making offers:

o Would you like a glass of water.

• describing imaginary situations:

o Iwould

buy a Ferrari if I had enough money.

TIP AN, COULD, AND WOULD:

• Could and would are generally more polite and formal than can.

• Would is not used with I:

o Could I speak to you?

o NOT Would I speak to you?

More about modals: Student’s Book, page 118


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UNIT 1: CAREERS - GLOSSARY

APPLICANT, noun [C]a person who applies for sth, especially a job

There were over a hundred applicants for the job.

APPLY, verb ( applies, applying, applied, applied ) [no obj] apply (to sb/sth) (for sth) to make a formal written request for sth

Four people applied for the post of Assistant Manager.

Please apply in writing with full CV to the Human Resources Manager.

BENEFIT, noun ( H R

) [C, usually pl.] the advantages that you get from your company in addition to the money you earn

BONUS, noun ( plural bonuses ) an extra amount of money that is added to a payment, especially to sb’s wages as a reward

Productivity bonuses are paid to staff meeting agreed targets.

toearn/get/receive

a bonusperformance/productivity bonusesan annual/end-of

year/

ayear

-end bonusCAREER, noun the series of jobs that a person has in a particular area of work, usually involving more responsibility as timepasses

She began her working career a s an engineer at IBM.

He left teaching to take up a career in the music industry.

It was time to think about a change of career.

tobegin/bui ld/pursue/take u p/start

a career (in sth)to

change/end/give up

your careercareer

goals/opportunit ies/prospects

CAREER BREAK , noun a period of time when you do not do your usual job, either with or without the support of your employer, forexample because you have children to care for or want to study

He has taken a career break to do further studies.

to be on/need/take a career break

CAREER CHANGE, noun the act of changing to a different type of job or profession

He’s thinking about making a career change.


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CAREER LADDER , noun a series of jobs from junior to senior level in a company, an organization or a profession, that have increasingamounts of responsibility

Success was measured in terms of climbing the career ladder.

She’s reached the top of her career ladder.

employees on their way up the career ladder

CAREER MOVE, noun the act of changing your job for one that you think is better and will bring the chance of more responsibility

She’s thinking about making a major career move.

Staying in the company wouldn’t have been a smart career move.

CLOCK IN (B rE ) (Am E

PUNCH IN) (H R

), verb to record the time at which you arrive at work, especially by putting a card into a machine

CLOCK OUT (BrE ) (Am E

PUNCH OUT) (H R

), verb

to record the time at which you leave work, especially by putting a card into a machine

COVERING LETTER ( Am

COVER LETTER ), noun a letter or written communication that serves to introduce an accompanying document; especially, a letter thatintroduces a résumé or curriculum vitae

CURRICULUM VITAE (B rE ) ( plural curricula vitae ) /k ə'rikjuləm 'vi’tai/- Latin for 'life story’ ( Am E RÉSUMÉ /'rez.jui.meɪ/ /'rez.ʊ meɪ/, nouna written record of your education and employment, that you send when applying for a job

EMPLOY, verb [+ obj] to give sb a job to do for payment

How many people does the company employ?

For the past three years he has been employed as a systems analyst.

EMPLOYMENT AGENCY ( BrE also staff agency ), noun ( H R

) a business that helps people to find work and employers to find workers Many people find jobs very quickly by going to private employment agencies.

Y ou must register with a government employment agency.

FLEXITIME ( especially BrE ) ( AmE usually flextime ), noun

a system in which employees work a particular number of hours each week or month but can choose whenthey start and finish work each day She works flextime.

FULL-TIME, adjective , adverb (abbr FT ) for all the hours of a week during which people normally work, rather than just for a part of it

a full-time employee

a full-time job

http://en.wiktionary.org/wiki/letterhttp://en.wiktionary.org/wiki/introducehttp://en.wiktionary.org/wiki/documenthttp://en.wiktionary.org/wiki/documenthttp://en.wiktionary.org/wiki/documenthttp://en.wiktionary.org/wiki/r%C3%A9sum%C3%A9http://en.wiktionary.org/wiki/r%C3%A9sum%C3%A9http://en.wiktionary.org/wiki/r%C3%A9sum%C3%A9http://en.wiktionary.org/wiki/curriculum_vitaehttp://en.wiktionary.org/wiki/curriculum_vitaehttp://en.wiktionary.org/wiki/r%C3%A9sum%C3%A9http://en.wiktionary.org/wiki/documenthttp://en.wiktionary.org/wiki/introducehttp://en.wiktionary.org/wiki/letter


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HEADHUNT, verb [+ obj] ( H R ) (usually be headhunted ) to find sb who has the right skills and experience for a senior job in a company or an organization andpersuade them to leave their present job

I was headhunted by a marketing agency.

Headhunter, noun [C]

HIRE, verb 1 ( H R ) [+ obj or no obj] ( especially AmE ) to give sb a job

She was hired three years ago.

We’re not hiring right now.

IN-HOUSE (also in-company ), adjective [only before noun] existing or happening within a company or an organization

in-company training

JOB, noun work for which you receive regular payment

She applied for a job as director of marketing.

Who is likely to get the top job at the bank?

jobs in the auto industry

He’s been out of a job (= unemployed) for six months now.

The plan involves about 10 000 job losses.

Are you considering changing jobs?

to apply for/look for a job to find/get/have/keep/take a job to leave/lose/quit a job to offer sb/fill a job a full-time/part-time/ permanent/ steady/temporary job

VOCABULARY BUILDING: job/career/position/post/vocation/work

Your job is what you do in order to receive a regular income. The word is often used when describingho w your work meets your personal or financial requirements: a boring/interesting/a well-paid job. Work is anuncountable noun and is used to describe what you do in your job: What work do you do? full- time/manual/skilled work. It is also often used when speaking about the relationship between your personal lifeand time spent working: the difficulties of balancing work and family. Both job and work are used to describe thestate of having work: to look for/find work/a job • to be out of work/a job (= not doing any paid work).

A career is a series of jobs in a particular area of work, especially one for which you need aqualification or special training: a career in business/law.

A vocation describes a career that you believe is particularly suitable for you, even though it may bedifficult or badly paid: He found his vocation in teaching .

Post and position are both fairly formal and are often found in advertisements. Post is often usedabout academic or government jobs: a teaching post . Position often refers to a job in a company with a lot ofresponsibility: a managerial/senior position


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NOTICE, noun 3 ( H R ) [U, C] a formal letter or statement saying that you will or must leave your job at the end of a particularperiod of time

My notice period is two months.

OVERTIME, noun time that you spend working at your job after you have worked the normal hours Some employees were willing to work overtime at weekends. The union announced a ban on overtime.

to do/work overtime

PART-TIME, adjective , adverb (abbr PT ) for only part of the day or week during which people normally work

She’s looking for a part-time job.

Liz works part-time from 10 till 2.

PERMANENT, adjective

lasting or staying for a long time a permanent job

permanent staff

OPP TEMPORARY

PROMOTION, noun a move to a more important job in a company or an organization

Her promotion to Sales Manager took everyone by surprise.

a job with excellent promotion prospects

to get a promotionOPP DEMOTION

QUALIFICATION, noun a skill or type of experience that you need for a particular job or activity

Previous managerial experience is a necessary qualification for this job.

REDUNDANT, adjective idioms: be made redundantto lose your job because your employer no longer has work for you

He was made redundant after 40 years with the same company.

RECRUIT, verb1 (

H R ) [+ obj or no obj] to find new people to join a company or an organization

200 new employees have been recruited.

RECRUITMENT, noun [U]the act or the process of finding new people to join a company or an organization


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RETIREMENT, noun [U, C]the fact of stopping work because you have reached a particular age; the time when you do this

Susan is going totake early retiremen t

(= retire before the usual age).

THE SACK [sing.] ( BrE ) ( informal )

being told by your employer that you can no longer work for a company, etc., usually because of sth that youhave done wrong She

g ot

the sack

for being late every day.

After several arguments with his boss, he was given the sack SYN DISMISSAL

SELECTION, noun [U] the process of choosing sb/sth from a group of people or things, usually according to a system

He claims that the selection process was unfair.

The selection committee will consider a large number of candidates.

SHIFT, noun ( H R

) [C] a period of time worked by a group of workers who start work as another group finishes to be on the day/night shift at the factory

The salespeople work eight-hour shifts.

Experienced staff will be working in shifts to ensure a good service.

SUBSIDIARY , noun [C] ( plural subsidiaries) a company that is owned or controlled by another company

Exis Power, a 58%-owned subsidiary of Exis Corp

TELEWORKING (also telework ), noun [U]( H R ) the activity of working for a company from your home and communicating with your office andcolleagues by computer and telephone, etc. either all or part of the time

Teleworking is a growing trend because people can avoid commuting, traffic and other hassles.

SYN TELECOMMUTING

TEMPORARY , adjective lasting or intended to last only for a short time; not permanent

More than half the staff are temporary.

workers on temporary contracts

OPP PERMANENT SYN TEMP

TIME OFF, noun a period when you are away from work because you are ill/sick, taking a holiday/vacation, etc

I need to take time off to study for my exam.

toask for/get/have/take

(some) time off


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TRAINING, noun the process of learning the skills that you need to do a job

New employees do a month’s intensive training before starting.

He had no formal training in design.

You will receive in-house training throughout your first year.

to do/get/receive trainingtogive/offer/provide

trainingem ployee/ staff / formal/ha nds

-on/in-house traininga training

centre/ course/ program / session/ workshop

VACANCY , noun ( plural vacancies ) a job that is available for sb to do

We have a vacancy for a designer.

A vacancy has arisen in our sales department.

a vacancy arises/exis ts/occurs to fill a vacancy

to advertise a vacancy

WORKFORCE (also spelled work force, especially in AmE ) noun [C with sing. /pl. verb] 1 all the people who work for a particular company, organization, etc

SYN STAFF the entire/total/worldwide workforce

2 all the people in a country or an area who are available for work SYN LABOUR FORCE


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EXERCISES FOR SELF-STUDY / REVISION EXERCISE1.Match the items on the right to the items on the left.

1. applicant

2. benefit

3.

bonus

4. notice

5.

promotion

6. qualification

7.

recruitment

8. retirement

9.

selection

10. teleworking

a. a move to a more important job in a company or an organization b.

an extra amount of money that is added to a payment, especially tosb’s wages as a reward

c. a formal letter or statement saying that you will or must leave yourjob at the end of a particular period of time

d. the fact of stopping work because you have reached a particular age e.

the act or the process of finding new people to join a company oran organization

f.

the activity of working for a company from your home andcommunicating with your office and colleagues by computer andtelephone, etc. either all or part of the time

g.

the process of choosing sb/sth from a group of people or things,

usually according to a system h.

a skill or type of experience that you need for a particular job oractivity

i. a person who applies for sth, especially a job, shares, etc j. the advantages that you get from your company in addition to the

money you earn

1. _____ 2. _____ 3. _____ 4. _____ 5. _____ 6. _____ 7. _ ____ 8. _____ 9. _____ 10. _____

EXERCISE 2.Fill in the blanks with missing letters (vowels and consonants).

1. If you work a particular number of hours each week or month but can choose when they startand finish work each day, you work ___ ___ ___ ___ ___ ___ ___ ___ (AmE) or ___ ___ ___ ___ ___ ___ ___ ___ ___ (BrE)

2. The time that you spend working at your job after you have worked the normal hours is called ___ ___ ___ ___ ___ ___ ___ ___

3.

If you work for all the hours of a week during which people normally work, you work ___ ___ ___ ___ - ___ ___ ___ ___

4.

If you work for only part of the day or week during which people normally work, you work __ ___ ___ ___ - ___ ___ ___ ___

5.

The type of job when you work for a company from your home and communicate with youroffice and colleagues by computer and telephone, etc. either all or part of the time is called ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ , ___ ___ ___ ___ ___ ___ ___ ___ or ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___.

6.

If a group of workers start work as another group finishes, we say that they work ___ ___ ___ ___ ___ ___ ___ ___. They have to ___ ___ ___ ___ ___ ___ ___(or ___ ___ ___ ___ ___ ___ ___ when they arrive at work and ___ ___ ___ ___ ___ ___ ___ ___ (or __ _ ___ ___ ___ ___ ___ ___ ___) when they leave work.


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7. If you have a job that lasts for a long time you have a ___ ___ ___ ___ ___ ___ ___ ___ ___job. On the other hand, if you have a job that lasts only for a short time you havea ___ ___ ___ ___ ___ ___ ___ ___ ___ (or a ___ ___ ___ ___) job.

EXERCISE 3.Complete the crossword

1 2

3

4 --

5 6

7

8 9

10

11

12

13 14

15

16


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A CROSS 1. a skill or type of experience that you need for a particular job or activity 3. a move to a more important job in a company or an organization 4. existing or happening within a company or an organization 5. the process of learning the skills that you need to do a job 7. an extra amount of money that is added to a payment, especially to sb’s wages as a reward 8. the fact of stopping work because you have reached a particular age11. a job that is available for sb to do 12. a company that is owned or controlled by another company 13. the process of choosing sb/sth from a group of people or things, usually according to a system 15. a person who finds sb who has the right skills and experience for a senior job in a company or an

organization and persuade them to leave their present job 16. to give sb a job DOWN 2. a person who applies for sth, especially a job 6. all the people who work for a particular company, organization 8. be made____ = to lose your job because your employer no longer has work for you 9. the act or the process of finding new people to join a company or an organization 10. the advantages that you get from your company in addition to the money you earn 14. the series of jobs that a person has in a particular area of work, usually involving more

responsibility as time passes

EXERCISE 4.Fill in the gaps with a suitable word.

1. A _________________ has arisen in our sales department.2. New staff receive a week's _________________ in how to use the computers.3. Are you looking for a _________________ or a permanent job?

4.

As the _________________ shift leave/leaves, the _________________ shiftarrive/arrives.

5. Two workers got __________ ______________________ forfighting in the warehouse. 6. Many teachers over the age of 50 are taking early ________________________________.7. To keep the company alive, half the workforce is being made

_____________________________________________.8. If I'm not ________________________________ within the next two years, I'm going to

change jobs. 9. They're working ________________________________ to get the job finished on time. 10. All our advertising material is designed ________________________________ rather than

by an advertising agency.

11.

Applicants interested in applying for the position should submit their _________________ _________________ and _________________ _________________ to the AnatomyDepartment no later than February 15.

12. By the time I saw the job advertised it was already too late to _________________ .

EXERCISE 5.Compare the following two CVs and decide which is a good CV and which is a bad CV.


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EXAMPLE 1

CURRICULUM VITI

Andy Jackson

Address 23 Blue Drake Lane

CT1 GT Oxford [email protected]

Personnel statement

I have good teamworking and communication skills.

I would like job in business.

EDUCATION St. Munogs School. Bedford

GSCEs 2002

I have 8 GSCEs passes including English grade A and Mathematics grade B

A levels 2004

History A, Geography B, Psychology B

2004-2007 University of Kent BA (HONS) Business Studies

2:1

WORK EXPERIENCE

June 2006 – Sept 2006 Iceland Frozen Food, Kent

Store assistant

mailto:[email protected]:[email protected]:[email protected]


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Involved stocking shelves and operating the tills

2003-2004 Bar person, The Plough Inn

INTERESTS

I enjoy all types of fitness, and do martial arts, and skiing. I have a high level of fitness. I also

enjoy train spotting, reading and playing computer games

SKILLS

√

commuting

• languages. I speak French swimming. I have a bronze certificate


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EXAMPLE 2

Angela Juliana HernandezProfileI am keen to follow a career in Tourism or Hotel Management. I am well-organized, highly motivated andhave excellent communication skills. In addition I am reliable, flexible, and quick to learn.

Personal details

Address Avenida de la Palmera 25, Sevilla 18 752 Spain

Tel 123 456 789

Email ajhernandez@ etc.com

Date of birth 9 Dec 1982

Marital status Single

Education

1998 – 2000 Universidad de Granada Diploma in Business Studies with Tourism

1990 – 1998 Instituto Cervantes, Granada Bachillerato (A Level equivalent) Grade B

Professional Experience

2000 – present Hotel Sunshine, Notown, Assistant to Conference Manager

Responsible for providing administrative support, answering enquiries, taking bookings,

arranging catering.

Employee of the Year, 2001.

Summer 2000 Company Xyz. Notown, Social/Sports Officer

In charge of escorting groups of foreign students,

Arranging schedules, planning social events,

Organising sports activities, managing a budget.

Interests Yoga, swimming, skiing, classical music, theatre.

Additional Skills• Working knowledge of German and Italian • Fluent English - IELTS score 6.5•

Clean driving licence • Computer literate (Word, Excel, Powerpoint)

RefereesLuis Vasquez, Conference Manager, Sunshine Hotels Mercedes Cabrera Mendoza, Regional Director, Eurostudy Ltd


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EXERCISE 6.Look at the following job ads and write your cv/resume and the accompanying cover(ing) letter toapply for the job.


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Y O U R N A M E

2 2 2 F I R S T S T R E E T , C A L G A R Y , T 3 A - 3 Y 5

P H O N E ( 4 0 3 ) 0 0 0 - 0 0 0 0 • E - M A I L M E @ H O M E . C O M

OBJECTIVE

[ Type Objective Here ]

EDUCATION

200x - 200x [ School/Organization Name ] [ City, Province ][ Diploma/Certificate/Degree/Major ]

[ Details of education completed. ]

200x - 200x [ School/Organization Name ] [ City, Province ][ Diploma/Certificate/Degree/Major ] [ Details of education completed. ]

WO RK EXPER IEN CE 200x - 200x [ Company/Organization Name ] [ City, Province ][ Job Title ]

[ Details of position. ]

200x - 200x [ Company/Organization Name ] [ City, Province ][ Job Title ]

[ Details of position. ]

200x - 200x [ Company/Organization Name ] [ City, Province ][ Job Title ][ Details of position. ]

SKILLS

[ Click here and enter information. ]

REFERENCES References and letters of recommendation available on request.


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USEFUL PHRASES WHEN WRITING A COVER LETTER

Beginning the letter

• Dear Mr Coxon

• Dear Ms Chambers

• Dear Sir/Madam OR To Whom It May Concern

First paragraph

• I was delighted to see your advertisement / following our recent telephone

conversation / I am writing to enquire whether… / In response to the advertised

position in (The Guardian) on (July12th)/ please consider my résumé in your sea rch

for (a Client/Server Architect)/ I am writing to you in response to your advertisement

for...The middle paragraph(s):

• as you can see from my CV…/ attracted to working for you because…/ I believe that

I can offer…/ I am especially interested in…/ I feel that my main skills are… / As

you can see from my enclosed resume, my experience and qualifications match this

position's requirements

The last paragraph:

• ‘I look forward to further demonstrating my relevant skills, experience and motivation

at interview’ / ‘I would welcome the opportunity to meet with you to further discussmy application‘/ ‘I will be happy to supply you with any additional information or

examples of my work’ / ‘I could be available for an interview at any time’ / I look

forward....to hearing back from you....OR.....to your reply. / I look forward to an

opportunity to speak with you in person. (OR to speak with you personally)

Signing off

• ‘Yours sincerely’ if the letter started with Dear Mr (Coxon) or Dear Ms (Chambers)or

‘Yours faithfully’ if the letter started with Dear Sir/Madam, and print your name

clearly underneath.


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EXERCISE 7.Complete the text. Choose the correct option.

When he left university, Jan didn’t know exactly what kind of job he wanted. He couldn’t ____ (1)

on a career plan. Some of his friends were dreaming of ____ (2) a fortune. Others were waiting to

____ (3) an easy nine-to-five job in administration. But Jan was interested in ____ (4) research, andhe loved chemistry. He was not very ambitious and just wanted to ____ (5) a good living.

Two years after he got his degree, he found a job with a large pharmaceuticals company. The

company is famous for its R&D department. It also offers excellent career ____ (6). Now Jan often

has to ____ (7) overtime, but he says he has found what he wanted. He is learning all the time, and

also ____ (8) enough money to live without worry. His bosses say he is ____ (9) a great job. In fact,

Jan is going to ____ (10) a promotion very soon.

1. a) decide b) think c) make 2. a) living b) taking c) making3. a) get b) earn c) work 4. a) making b) doing c) taking 5. a) work b) make c) do 6. a) ladder b) breaks c) opportunities7. a) job b) work c) make8. a) earns b) takes c) does 9. a) taking b) making c) doing 10. a) get b) win c) earn

EXERCISE 8.Four of the sentences below are incorrect. Cross the incorrect word in each sentence. If theincorrect word needs to be replaced, write the correct word on the line. If the sentence iscorrect put a √ on the line.

1. Would you like to take a seat in the lounge? _____________________

2. Could you to send us a copy of your certificates? _____________________

3. Can I helping you? _____________________

4. Could you let use have the names and addresses of two referees? ____ _________________

5. Do you spell your surname for me, please? _____________________

6. Could you like a copy of our company brochure? _____________________

7. Can you tell Liz that the manager rang? _____________________

8. Can you phone me after the meeting? _______ ______________


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EXERCISE 9.Make and respond to requests using the verbs in brackets.Example: I want your telephone number (have)

Can I have your telephone number, please?

1. I want your address. (give) ____________________________________________________________________

2.

I don’t understand you (speak more slowly) ____________________________________________________________________

3. I need your signature on this document. (sign) ____________________________________________________________________

4. I need two chairs for my table. You have two free chairs at your table. (take) ____________________________________________________________________

5. I don’t have time to speak to you now. (talk later) ____________________________________________________________________

6.

I need your pen to sign the visitor’s book. (borrow) ____________________________________________________________________

7. I didn’t hear what you said. (say) ____________________________________________________________________

EXERCISE 10. Answer the following questions.

1. How ambitious are you? Do you have a career plan?

2. What should you do to get ahead in your career?

3. What helps when trying to move ahead in your career? Think about personal factors and

workplace factors.

4. In what department would you like to work and why?

5.

What does it mean to work overtime?

6. What would the advantages and disadvantages of working flextime be?

7.

What kind of job do you have if it is a temporary full-time job?


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8. What are the advantages and disadvantages of e-cruitment (as opposed to traditional

recruitment)?

9. What are the most important tips you could give to someone trying to improve their career?

10. What is a CV and what is a covr letter? Why are they important? What advice would you give

to somebody who needs to write their C V and cover letter?

11. Explain the difference between internal promotion and external recruitment

12. Case study from the student’s book: Explain why you would choose a particular candidate.


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UNIT 2: SELLING ONLINE

SHOPPING

SHOPPING generally refers to the process of buying products. Sometimes this is done to obtain

necessities such as food and clothing; sometimes it is done as a recreational activity. Recreational

shopping often involves window shopping (just looking, not buying) and browsing (looking at the

goods in the hope you might find something you like) and does not always result in a purchase (the

act of buying).

The way we shop has changed over the last eighty years. What has allowed these changes to happen?


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Shops may be on residential streets, shopping streets with few or no houses, or in a shopping center

or mall. Shopping streets may be for pedestrians only.

•

Some shops use counter-service, where goods are out of reach

of buyers, and must be obtained from the seller. This type of

retail is common for small expensive items (like jewelry) or

controlled items (like medicine).

• Self-service where goods may be handled and examined before

buying them is nowadays more common.

• Delivery (commerce), where goods are shipped directly to

consumer's homes or workplaces. Ordering by telephone is

now common, either from a catalog, newspaper or television

advertisement, or local restaurant menu for immediate service

(especially for pizza delivery).

• Door-to-door sales where the salesperson sometimes travels

with the goods for sale.

counter service

RETAIL VS WHOLESALE

R ETAIL is the business of selling products directly to the consumer, especially through shops/stores.

In other words, it consists of the sale of goods or merchandise from a fixed location, such as adepartment store or kiosk, or by post, in small or individual lots for direct consumption by the

purchaser. Retailing can also be defined as the activity which involves selling goods or services

directly to the consumers. In commerce, a retailer buys goods or products in large quantities from

manufacturers or importers, either directly or through a wholesaler, and then sells smaller

quantities to the end-user.

In virtual retail where products are ordered by mail or online they cannot be examined physically

but only seen in a catalogue, on television or on a website. Online retailing , also referred to as B2C,

is a type of e-commerce, and mail order are forms of non-shop retailing.

WHOLESALE refers to the selling of goods in large quantities at low prices to shops and businesses

for resale, rather than the selling of goods in shops to customers. When a business sells products

wholesale, we say they sell it in bulk.


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T YPES OF RETAIL STORES

Chain store is a shop/store that is one of a series of similar shops/stores in many

different towns and cities owned by the same company such as Marks and Spencers,

Gap and Virgin.

Supermarket ( AmE also grocery store ) is a shop/store that sells food, drinks and

goods used in the home. People choose what they want from the shelves and pay for

it as they leave (at the checkouts ).

Hypermarket is a very large shop/store, usually outside a town, that sells a w ide

range of goods

Department store is a large shop/store that is divided into several parts, each part

selling a different type of goods

Boutique is a small shop, often with a particular style, selling, for example,

fashionable clothes Convenience store ( especially AmE ) is a small shop/store that sells food,

newspapers, etc. and often stays open all or most of the day and night.

Corner shop/store corner shop ( BrE ) (also corner store, BrE, AmE ) is a small

shop/store that sells food, newspapers, cigarettes, etc., especially one near people’s

houses.

Delicatessen/deli is a small store or an area within a grocery store that sells cheese,

cooked meat, bread, etc.

Hardware store is a store that sells equipment and tools that you use in your home

and yard.

Newsstand is a place on a street where newspapers and magazines are sold.

Drugstore is a store where you can buy medicines, beauty products, etc.

Nursery/garden center is a place where plants and trees are grown and sold.

Warehouse store , also known as box store, is a large simple store that sells a limited

variety of merchandise in bulk at a discount store to customers.


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E-COMMERCE

"Usability rules the web. Simply stated, if the customer can't find a

product, then he or she will not buy it."

"The web is the ultimate customer-empowering environment. He or she who clicks the mouse gets to decide everything. It is so easy to go

elsewhere; all the competitors in the world are but a mouse click away."

Jakob Nielsen, Designing Web Usability, p. 9

DEFINITION

ELECTRONIC COMMERCE, commonly known as e-commerce or eCommerce or EC, is the buying

and selling of products or services on the Internet, especially the World Wide Web. The am ount of

trade conducted electronically has grown dramatically since the wide introduction of the Internet. A

wide variety of commerce is conducted in this way. Modern electronic commerce typically uses the

World Wide Web at least at some point in the transaction's lifecycle, although it can encompass a

wider range of technologies such as e-mail as well. In practice, this term and a newer term, e-

business, are often used interchangeably, although e-commerce is generally considered to be the

sales aspect of e-business. Online retailers are sometimes known as e-tailers and online retail is

sometimes known as e-tail.Running an e-commerce operation (selling goods over the Internet) may involve:

applying for government contracts, (companies can bid for

government contracts over the Internet), called business-to-

government or B2G.

supplying other businesses, called business-to-business or B2B

(the transaction of goods or services between businesses, such as

between a manufacturer and a wholesaler, or between a wholesaler and a retailer.


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selling to the public, called business-to-consumer or B2C

(sometimes also called Business-to-Customer ). It describes

activities of businesses serving end consumers with products

and/or services. An example of a B2C transaction would be a

person buying a pair of shoes from a retailer. The transactions

that led to the shoes being available for purchase, that is the

purchase of the leather, laces, rubber, etc. as well as the sale of

the shoe from the shoemaker to the retailer would be considered

(B2B) transactions.

COMBINING E-COMMERCE WITH OTHER METHODS OF SELLING

Companies look more at how e-commerce can be used in conjunction with other methods of selling.

The traditional type of company, i.e. the one that possesses

a building or store for operations is called a brick and

mortar. The name is derived from the traditional building

materials associated with physical buildings – bricks and

mortar – in contrast with online stores, which have no

physical presence. In the jargon of eCommerce, brick and

mortar businesses are companies that have a physical

presence — a physical store — and offer face-to-face consumer experiences. This term is usually

used to contrast with a transitory business or an internet-only presence, such as an online shop.

A comparable term in the United Kingdom is High Street shops, although the phrases brick(s)

and mortar business are also used.

Bricks-and-clicks (from bricks-and-mortar) is a business model by which a company integrates

both offline ( bricks ) and online ( clicks ) presences (e.g. www.safeway.com). It is also known as click-

and-mortar or clicks-and-bricks, as well as bricks, clicks and flips, flips referring to catalogs. Thebricks and clicks model has typically been used by traditional retailers who have extensive logistics

and supply chains. Part of the reason for its success is that it is far easier for a traditional retailer to

establish an online presence than it is for a start-up company to employ a successful pure "dot com"

strategy, or for an online retailer to establish a traditional presence (including a strong brand).


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An e-tailer is a retailer that primarily uses the Internet as a medium for customers to shop for the

goods or services provided. Two distinct categories of e-tailers are

− bricks and clicks, and

− pure plays

A brick and click e-tailer uses the Internet to push its good or service but also has the traditional

physical storefront available to customers. If retailers combine online and traditional retailing (that is

they sell goods both in high-street stores and online) we say that online and store operations are

fully integrated. This is called an integrated multi-channel operation. Some old-economy

companies like the UK supermarket company Tesco, have made a success of e-commerce by

combining it with their existing operations, rather than investing in a whole new expensive

infrastructure (www.tesco.com or www.walmart.com or www.carrefour.fr).

A pure play e-tailer uses the Internet as its primary means of retailing (e.g. www.amazon.com, www.asos.com ). E-tailers who take part in pure play – type business have the opportunity to turn

higher profit margins, due in part to the fact that many of the overhead expenses associated with a

physical retail space, such as labor, retail space, and inventory, can be significantly alleviated. Pure

play allows for a retailer to be able to reach customers world wide, whilst still only maintaining one

location for each and every customer to visit, 24 hours a day, 7 days a week . Many studies have

shown that e-tailers are failing to meet the needs of online customers and that they generally only

have one chance to make a good impression if they want their customers to return. For customers, e -

tailers can be a fast and convenient way to shop, but problems can sometimes occur. Examples of

possible problems include lost shipments, errors in shipments, overbilled customers, faulty products,

and credit card fraud. To be successful an online retailer must have a good website. The website

must be quick and easy to use. It needs to provide lots of information about the offered products.

An attractive website, however, is not sufficient. Like in traditional retailing the important factors of

success are: the quality of the product, competitive prices, fast delivery, after sales service.


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NEGOTIATION is formal discussions between people who

are trying to reach an agreement. If people negotiate (with

each other), they talk in order to arrange something, agree to

something or reach an agreement which is their mutual

advantage (good for both of them). Negotiations also take

place to settle disputes (decide arguments) such as: contract

disputes, labor disputes and trade disputes.

Someone who takes part in negotiations is a negotiator, and someone who is good at getting what

they want is a tough negotiator. Another word for 'negotiate' is bargain. To bargain means to to

discuss prices, pay or conditions with sb in order to reach an agreement that suits everyone. Another

name for 'negotiator' is bargainer.

The best negotiating technique is a Win/Win approach and it refers to partnering with the

customer, so that the end result is a satisfactory outcome (a win/win) for both sides.

PREPARING TO NEGOTIATE. Before negotiations begin, preparing and planning are very important.

o Get as much information as possible about the situation. If dealing with people from another

culture, find out about its etiquette and negotiating styles: the way people negotiate, what

they consider to be acceptable and unacceptable behavior, and so on.

o Work out your initial bargaining position: what are your needs and objectives (the things

hat you want to achieve)? Decide your priorities (the most important objectives).

o Try to estimate the needs and objectives of the other side.

o Pre

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