UNIT 5 LESSON A INTRODUCTION

Introduction Etiquette
Imagine you are at a conference, talking to a colleague. Suddenly an old friend greets you. Of
course you are happy to see him and you start talking excitedly. Stop! What about your
colleague? Don’t leave her alone. Introduce your friend and colleague by saying “ I’d like you to
meet… “ or “ Let me introduce you to …” Make sure each person understands your relationship
with the other, and mention each person’s occupation. Think of something the two have in
common and steer the conversation in that direction. This way, neither of them will feel left out.
Get ready! Before you read the passage, talk about these questions.
1. What are some situations in which you have to introduce people?
 When I meet two friends who don't know each other at the same time, I need
to introduce them to each other.
2. What are the differences between good and bad introductions?
 If you don't introduce them well, everyone will be embarrassed.
READING
Read this extract from an etiquette guide, then mark the following statements as true (T) or
false (F).
1 _F_ End a conversation with a colleague before talking to friend.
2 _F_ Do not talk about work when introducing two people.
3 _T_ Mentioning people’s common interest makes them feel included.
VOCABULARY
Choose the word that is closest in meaning to the underlined part.
1. James likes to talk about his job.
A. relationship B. colleague C. occupation
2. Change the topic away from politics.
A. mention B. steer the conversation C. introduce
3. Karen is talking to a person with whom she works.
A. colleague B. relationship C. occupation
4. Let me tell you the name of my friend, Bob Hawkins.
A .steer the conversation away from B. leave out C. introduce you to
Place a check (√) next to the response that answers the question.
1. Have I met you friend before?
A. __ No. Mary, I’d like you to meet Polly.
B. __ Yes. My friend Polly feels left out.
2. What’s your relationship with Helen?
A. __ She didn’t mention your name.
B . __ She’s my colleague.
3. Can I introduce you to my colleague, Daniel?
A . __ Sure! Nice to meet you Daniel.
B . __ Don’t mention it.
Listen and read the extract again. How should you introduce a colleague to an old
friend?
LISTENING
Listen to a conversation between two men and a woman. Mark the following statements
as true (T) or false (F).
1 _F_ The woman is introduced to the friend of a colleague.
2 _F_ The speakers are at the woman’s birthday party.
3 _T_ All three speakers are in the same soccer league.
Listen again and complete the conversation.
Man 1: Sarah, I’d like you to meet 1____ ___, John. John, this is Sarah.
Woman: Hi John, it’s a pleasure to meet you.
Man 2: And nice to meet you, too. How do you two know 2 one other ?
Woman: Oh, we work together.
Man 2: That’s right. Bob mentioned that some of his colleagues were coming to 3___
_______ party.
Man 1: You know, Sarah, you and John have something 4_____ common.
Woman: 5____? What’s that?
Man 1: 6___ ____ in the same adult soccer league.
 UNIT 5 LESSON B PRODUCT PROBLEMS
Writing
Use the conversation from Task 8 and the etiquette guide to fill out the journal entry. Use today’s
date.
Date 2020.04.05
Today, I went to my friend's home
While I was there, I met her friend Zoloo
She works with ,my friend
We have something in common. We like guitar
Hopefully, we’ll meet again.
UNIT 5 LESSON B PRODUCT PROBLEMS ELECTRONICS NATION
SERVICE DEPARTMENT Manual
When a customer enters the service department he or she shoud always be greeted with a smile.
Every product sold at Electronics Nation comes with our famous guarantee. We offer a refund or
replacement for a full year if the customer is not satisfied for any reason. However, there are a
few things you will need from the customer:
First, we need the original receipt or a copy of the warranty. One of the these documents is
required to process the return.
Next, we need the make and model number of the item they wish to return.
Finally, we need a brief written explanation on the return form.
If the customer would like to replace the item, send him out to the showroom. If he would prefer
e refund, send him to the business office with the completed return form.
Before you the passage, talk abouэ these questions.
1 When was last time you returned a product? Why did you do it?
 I last returned the product yesterday. because because I didn't have enough
money to buy the most important thing.
2 What are some ways companies compensate people who return products?
 Other products can be offered.
 READING
Listen and read the page from a customer service manual. Then, choose the correct
answers. What should customers give the service department?
1. What is NOT required to return an item?
A a completed form
B record of the item's purchase
C an identification number for the type of item
D description of the item's condition
2. Electronies Nation offers
A free repairs on all purchases.
B to replace unsatisfactory purchases .
C a retund within two years of a purchase .
D returns without a receipt a copy of the warranty.
3. Employees must note the ______of returns.
A repair cost
B time of purchase
C color and style
D make and model number
Vocabulary
Match the words (1-5) with the definition (A-E).
1 __ make A the printed record of a sale
2 __ satisfied D being happy with one’s purchase
3 __ receipt E an assurance
4 __ guarantee F make and model number
5 _ service department C the place where consumers can receive help
Fill the blanks with the correct words and purchases from the word bank.
WORD BANK
1 Good restaurant keeps customers coming back.
2 If a product is broken, customers may get a refunds.
3 The make and model number of the stereo is printed on the box.
4 The returns department also gives customer service.
5 Do you have a copy of the warranty?
 LISTENING
Listen to a conversation between a customer service representative and a customer.
Mark the statements as true (T) or false (F).
1 _T__ The man did not bring the original receipt.
2 _F__ The stereo did not work.
3 _T__ The man will receive a refund.
Listen again and complete the conversation.
Representative: Okay. I’ll need to see the 1 original receipt please.
Customer: Oh. I don’t have it anymore. I brought the 2 warrantee though. Here you go.
Representative: That’ll work, thanks. Do you know 3 what make the stereo is?
Customer: It’s the Sonic 200.
Representative: Let’s see… and the model number is here on the warranty. Now, why are
you 4 returning the stereo?
Customer: I don’t really like the sound quality. It just wasn’t 5 worth the money.
Representative: Okay. Now, we can only 6 give refunds if you have the receipt.
Customer: But I can get a 7 refund , right?
WRITING
8 You are a customer service representative processing a return. Use the conversation from Task
7 to fill out a return form. Talk about:
• To make and model number of the item
• Whether the customer has the receipt
• Why the customer was not satisfied was not satisfied with the purchase
UNIT5 LESSON C THE PAST PERFECT
Exercise 1. Write the verbs into the correct forms.
1. Without any reason , the customer returned the goods that we had delivered .
2. When Tsetseg was employed, I had worked already there for three years.
3. I had gotton the receipt of my laptop when parents came.
4. When I sent the email , I realised that I had forgotten to attach the file.
5. Before the trade fair in August, Baatar hadn’t met Orgil.
 6. We spoke about the warranty of products before the conference had taken place.
7. The customers entered at Electronics Nation more and more after we had offered a
refund for a full year .
8. Had you gained experiences in that field before you started to work for us?
9. It was not the first time we had returned the copy of the warranty , we had returned
many times before.
10. He called me at eleven in the evening to tell me that he had found finally the solution.
Exercise 2. Find errors from the following sentences , and correct the mistakes .
1. By the time I came back from my business trip, a lot of things changed.
By the time I had came back from my business trip, a lot of things changed.
2. The salesperson asked me how many times I have get the receipt.
The salesperson asked me how many times I had gotton the receipt.
3. The replacement for a year aren’t arrive still by the end of the year.
The replacement for a year hadn’t arrived still by the end of the year.
4. It was more than a month before we realised what happens to him.
It was more than a month before we had realised what happens to him.
5. I finish my individual work by six o’clock in the evening yesterday.
6. I had finished my individual work by six o’clock in the evening yesterday.
Exercise 3. Read the story and write what strange / interesting thing had happened before
with you.
The story I had a terrible day today. It started badly and just got worse.I woke up late
because I'd forgotten to set my alarm clock. Because I was late, I ran to the train station
but when I got there I realised I hadn't brought my season ticket. I missed my train.
By the time I arrived at work, the staff meeting had already started. I really wanted to
finish work at the usual time of 5pm because I wanted to see my favourite band at a
concert. But I couldn’t leave on time because I hadn’t completed the report my boss had
asked for.
I left work late - and by the time I arrived at the concert venue, the band had already
finished playing. I wept like a child.