Aims of the class (ciljevi časa)

• Pairwork Price vs. quality

• Unit 1: Customers (prva lekcija: Kupci)

• Direct vs. Indirect questions (direktna vs. indirektna pitanja)

Pairwork

• Discuss in pairs which matters most (price, quality, service, design, brand) in the following areas:

A) a new mobile phone

B) a pair of jeans

C) a meal in a restaurant

D) a flight to see a friend abroad

E) a new computer

F) buying online

Unit 1: Customers Key vocabulary – ključne reči

CUSTOMERS CUSTOMER LOYALTY

CUSTOMER

CARE

CODE OF PRACTICE

SERVICES

(množina)

Vocabulary: Translation:

company (n.) kompanija

customer (n.) kupac, klijent

to provide (v.) snabdevati, nabavljati

goods (n. plural) roba

product (n.) proizvod

service (n.) usluga

training (n.) obuka

insurance (n.) osiguranje

technology (n.) tehnologija

repeat business (n.) ponovljeno poslovanje

customer loyalty (n.) vernost potrošača

customer care (n.) briga o potrošačima

customer service (n.) korisnički servis

code of practice (n.) kodeks poslovanja

Key vocabulary: Customers

Keyword Translation (Prevod ključnih reči)

code of practice, customers, service, services,

customer loyalty, repeat business, customer care,

goods

Popunite prazna mesta ključnim rečima datim iznad.

• Companies need _____________. Some companies provide _____________ such as clothes, cars and food. Other companies provide _____________, for example insurance, banking, information technology or training. Companies want _____________, in other words, they want customers to buy from them again and again. To win _____________, many companies have a _____________, or set of rules, for _____________. The code of practice explains what the customer can expect of the company. Customers can complain about the _____________, or help, they receive and the goods they buy.

Unit 1: Customers

customers goods

services

repeat business

customer loyalty code of practice customer care

service

Source: First Insights into Business, pg. 4

...to complain about something... • to complain about = žaliti se na…

• to complain= glagol; about=predlog

• Customers can complain about [bad customer service/product quality]. Kupci se mogu žaliti na loš korisnički servis.

ANSWER THE FOLLOWING QUESTIONS:

• The importance of dealing with complaints?

• Are you “loyal” to any brand? Which one and why?

DVD Projection – Customer service at the Hilton (Korisnički servis u hotelu Hilton)

The Hilton: 5 stars Hotel in Dusseldorf (Hilton – hotel sa 5* u Dizeldorfu)

Answer the questions: (Odgovorite na pitanja:)

1. Why is customer service so important?

It is a key reason why people stay in a hotel.

2. What do the visitors expect in a hotel?

A nice welcome on the arrival, a clean room, a comfortable bed, a good breakfast, and a friendly and helpful service.

3. Can the guests in the hotel attend a conference and use a mini-bar?

Yes, they can.

4. Can you remember the way in which a telephone has to be answered at the Hilton?

A telephone has to be answered within three rings. „Good morning! X.Y. speaking, reception. How can I help you?“

Can you translate these useful terms? Da li možete da prevedete sledeće korisne termine?

• General Manager

= glavni menadžer

• check-in at the reception

= prijava gostiju na recepciji hotela

• check-out at the reception

= odjava gostiju na recepciji hotela

• customer experience

= iskustva gostiju hotela

• quality inspector

= inspektor za kontrolu kvaliteta

• mystery quality control

= nenajavljena i tajna kontrola kvaliteta

• to adhere to the service standards

= pridržavati se standarda usluge

What makes a good shop assistant? Koje su

odlike dobrog prodavca?

A good shop assistant...

• is friendly, helpful, polite,

interesting, kind, well-informed

(gives information about different

products).

• What is more, a good shop assistant is

quick, professional and loyal to

his/her company.

• S/he takes care of customers’ needs.

• S/he helps customers find products

they are looking for in the shop.

• A good shop assistant knows what all

the customers in the shop are doing, to

guard against shoplifting.

• shoplifting = krađa

DVD Projection – A worker's profile: A florist (Profil radnika: Cvećar)

• After viewing... (nakon gledanja):

1. What does Robert Palliser do?

He is a florist.

2. What is the name of the flower shop?

SCOTT’S FLOWERS.

3. Where is it located?

In New York City.

4. What does Robert’s job consist of?

He makes bouquets, creates arrangements. He talks with customers every day, takes orders on the phone every day and he does deliveries, deals with customers and suppliers. He has high communication skills.

Direct vs. Indirect questions

• Teorija o direktnim i indirektnim pitanjima: knjiga

Engleski poslovni jezik, str. 61, zadaci su na stranama

67-70.

• What is your name? (direktno pitanje)

• Can you tell me...?, Could you tell me...?,

Would you mind telling me...? + what,

where... + subjekat + glagol

• Can you tell me what your name is?

(indirektno pitanje)

• Can you tell me where .......?

a) he works b) does he work c) does he works

The correct answer is a) he works

Direct vs. Indirect questions

• Use if or whether in indirect yes/no questions.

Koristite if/ whether u indirektnim pitanjima koja

zahtevaju odgovor da/ne.

In indirect questions, do not use the auxiliary do, does, or

did. U indirektnim pitanjima, ne koristite pomoćne glagole

do, does, ili did.

No Auxiliaries

Bez pomoćnih glagola

Indirect Yes / No Questions

Indirektna da/ne pitanja

Direct Questions Exercise

1. zadatak, str. 68 knjiga Engleski poslovni jezik Dopunite sledeća pitanja upitnim rečima WHAT, WHERE, WHY, WHEN

ili HOW. 1. ... do you like most?

2. ... does Bill get up in the morning? 3. ... don't you go by bus, Max? 4. ... hobbies does Andrew like? 5. ... do they go every week? 6. ... old are you Mike? 7. ... is Susan's birthday? 8. ... are my exercise books? 9. ... are you doing at the moment, Sally? 10. ... do the Robinsons live?

ANSWER KEY – rešenja

1. What do you like most? 2. When(or)What time does Bill get up in the morning? 3. Why don't you go by bus, Max? 4. Which hobbies does Andrew like? 5. Where do they go every week? 6. How old are you Mike? 7. When is Susan's birthday? 8. Where are my exercise books? 9. What are you doing at the moment, Sally? 10. Where do the Robinsons live? or: How do the Robinsons live?

Indirect Questions Exercise

• 6. zadatak, str. 69 knjiga Engleski poslovni jezik

• Dovršite sledeća indirektna pitanja.

• Primer: "What's this?“ "Do you know what this is?“

1. "Where's the station?“ "Can you tell me...?

2. "Are you coming to the party?“ "Can you let me know if...?

3. "How does it work?“ "Can you explain...?

4. "What's the matter? "Please tell me...?

5. "Where are you from?“ "I'd like to know...?

6. "How long does it take to get there?“ "Do you know...?

7. "Has she reached a decision yet?“ "Has she told you whether...?

8. What time are you leaving? "Do you know...?

9. "Does Annie know about computers?“ "I wonder whether...?

10. "Excuse me. How do you get to the post office from here?“ "Could you tell us...?

11. "What are you doing?!“ "Do you have any idea...?!

12. "Could you lend me 50 Euros?“ "I don't suppose...“

13. "Could you take me to the airport?“ "Is there any chance?

14. "Does Susana like classical music?“ "I can't remember if...

Indirect Questions Exercise

• 6. zadatak, str. 69 knjiga Engleski poslovni jezik

ANSWER KEY – rešenja

1. …where the station is?

2. …if you are coming to the party?

3. …how it works?

4. …the matter is?

5. …where you are from?

6. …how long it takes?

7. …whether she has reached a decision yet?

8. …when/(at) what time you are leaving?

9. …whether Anne knows about computers?

10. …how you (to get) get to the post office from here?

11. …what you are doing...?!

12. …you could lend me 50 Euros?

13. …you could take me to the airport?

14. … Susana likes classical music?

Indirect Questions Exercise

• 7. zadatak, str. 69 knjiga Engleski poslovni jezik

• Napišite sledeća direktna pitanja tako da budu INDIREKTNA.

1. What are your weakness?

2. How have you changed in the last 5 years?

3. What is your current salary?

JOB INTERVIEW AT IKEA

Indirect Questions Exercise

• 7. zadatak, str. 69 knjiga Engleski poslovni jezik

ANSWER KEY – rešenja

1. Can/ Could you tell me what your weaknesses are?

2. Would you like to tell me how you have changed in the last 5

years? Can/ Could you tell me how you have changed…?

3. Can/ Could you tell me what your current salary is?

See you next class!