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Semester 1 Unit 1 Customers

This document provides an overview of Unit 1 of a Business English course, which focuses on customers. It includes key vocabulary related to customers and customer service. It also covers the grammar points of direct and indirect questions and provides examples. Additionally, it discusses the skill of filling out forms, including designing a sample form and asking indirect questions to fill it out. The document aims to teach English for business contexts related to customer service.

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Fatih Hazır
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39 views15 pages

Semester 1 Unit 1 Customers

This document provides an overview of Unit 1 of a Business English course, which focuses on customers. It includes key vocabulary related to customers and customer service. It also covers the grammar points of direct and indirect questions and provides examples. Additionally, it discusses the skill of filling out forms, including designing a sample form and asking indirect questions to fill it out. The document aims to teach English for business contexts related to customer service.

Uploaded by

Fatih Hazır
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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BUSINESS ENGLISH

Business English
•Unit 1 Customers.
Key vocabulary
• balance,
• delivery,
• employees,
• code of practice,
• customer care,
• customers,
• goods,
• services,
• repeat business,
• customer loyalty,
• fast service,
• free service,
• guarantee,
• long hours,
• personal loan,
• telephone bank,
• service
Unit 1. Customers
• Direct/indirect questions
• Customer care
• Making offers
• Formal writing
Grammar: Direct and Indirect Questions
• Direct questions are used to learn information:
- Where is the library?
- Does the company have a Code of practice?

• Indirect questions are asked to receive more personal


information or when you want to be polite:
- Could you tell me what country you are from?
- Can you tell me where I can get a refund?
Grammar: Direct and Indirect Questions
• General direct questions (Yes/No)
General direct questions are formed with the help of
auxiliary verbs:
- Are you informed about the latest news?
- Do you read business news in English?
Special direct questions (Wh-; How )
Special direct questions are formed with the help of
auxiliary verbs too:
- Where are you from?
- How many languages do you speak?
Grammar: Direct and Indirect Questions
• Indirect questions are formed with the help of polite
introduction and do not require auxiliary verbs.
• Polite introductions:
- Can you tell me…
- Could you tell me…
- Please, give me information …
- Is it possible to ask…
- Be so kind to inform us…,
- etc.
• Indirect general questions are formed with the use of if
Grammar: Direct and Indirect Questions
Direct question Indirect question

Are you informed about the Can you tell me if you are
latest news? informed about the latest
news?

Where are you from? Is it possible to ask where


you are from?

Does he speak Spanish? Can you tell me if he


speaks Spanish?

How long have you worked Tell me, please, how long
for this company? you have worked for this
company?
Skills
• Filling in a form
Skills
• Forms are documents containing questions.
Forms are documents filled in for different purposes:
- application;
- membership;
- subscription;
- check in;
- etc.
Skills. Example of a form.
Name of the Company
Name of the Document ( request, application form, etc.)

1 Name Surname  
2 Address  
3 Telephone  
4 Occupation  
5 etc.  
6    
7    
8    
9    
10    
Skills. Practice
• Design a form.
• Ask indirect questions to a partner.
• Fill in the form.
• Write the indirect questions under the table of the form.
Skills. Practice. Example.
ISMA Library
Subscription form

Name, Surname

Email

Study programme

Year of studies

etc
Skills. Practice. Example.
• Questions:
1. Please, tell me what your surname is?
2. Could you tell me what study programme you are
studying at?
3. etc.
Thank you.
Much success in your further studies

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