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page Unit
Topics
Useful language and information
5
1
Jobs and
responsibilities
Job titles and tasks
A sales meeting
A requisition
Talking about your job
Talking about goals, objectives, and
targets
Telephoning language
13
2
New contacts
At a trade fair
Relationship building
Follow-up emails
Being polite
Establishing contact at a trade fair
Small-talk strategies
Email conventions and phrases
22
3
Offers
A sales pitch
The AIDA approach to sales
A request for proposal
An offer letter
Offers, tenders, and bids
Talking about a product
The tendering (or bidding) process
Active listening
32
4
Negotiations
Tips for successful negotiations
A company visit
Negotiating styles
Win-win negotiations
Discussing terms and conditions
(conditional sentences)
Agreeing and disagreeing
Starting and ending a negotiation
42
5
Orders
Telephone orders
An online order
A change to an order
Numbers and figures
Contract terms and phrases
Exchanging information
Handling orders
Referring to numbers in an order
50
6
Customer care
Dealing with problems over the
telephone and in writing
An online complaint form
Complaining effectively
Complaint management with CASH
Letters of complaint and apology
page
appendix
58
60
64
69
76
78
Test yourself!
Partner files
Answer key
Transcripts
A–Z word list
Useful phrases and vocabulary
Contents
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