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9 Business Phone – Providing customer support

LESSON GOAL

Let’s check our lesson goal. In this material, you will learn how to provide customer support through the phone. You will also learn new vocabulary.

PART A_1
Read aloud the vocabulary words.
PART A_2
supply (v.)
outstanding (adj.)
peruse (v.)
verification (n.)
transaction (n.)
PART A_3
Read aloud and complete the sentences.
PART A_4
1. There is a balance of $150,000 _________ on the company’s account.
2. Please ________ the offered solutions which were sent to your email by the customer representative.
3. Pepper Unlimited will ________ furnitures to this building.
4. Credit card companies are able to lower fees for major __________ because there are no delinquent payers.
5. There was a long __________ process before the shipment was delivered.
PART A_5
Read the whole dialogue with your tutor.
Fill in the blanks with the words you just learned.
PART A_6
Student: (A customer is calling about her account balance. Profile: Male, 25, Kita- ku Tokyo, Japan) Ex-stream International Services, I’m Aki. How may I help you?
Tutor: I’d like to know my account’s (1) ________ balance.
Student: I’ll be glad to help you. May I get your bank account number and account name?
Tutor: Sure. It’s Daisuke Ishii, and my account number is 5421-2748-8900-811.
Student: Thanks. Allow me to (2) ________ it for a while. Also, please (3) ________ the last three numbers found at the back of your card.
Tutor: It’s 542. How long will it take if I transfer it to my other bank account?
Student: Based on your records, you still have 322,640 yen. If we do the (4) ________ over the phone or online, our team will contact you for (5) ________ prior to the money transfer. The whole process usually takes about 2-3 days.
Tutor: Oh, I see. Alright.
Student: Is there anything else I could assist you with?
Tutor: I think that’s all. Thank you, Aki-san! Goodbye.
PART B_1
Listen to your tutor as he/she reads a passage twice.
Then, answer your tutor’s question.
PART B_2
According to the passage, what do customer service representatives do?
PART B_3
Text read out by the tutor
PART B_4
PART B_5
Read the following text aloud. Then, answer your tutor’s question.
PART B_6
When I shopped at your store yesterday at around 2 PM, I received extremely poor customer service. I asked one of your staff to help me get a large box of cereals from the top shelf as it was too high for me to reach. The staff named “Shone”, however, rolled his eyes at me. He wasn’t even pleased to assist me. He said he would be back with a ladder. I waited for 10 minutes, but he didn’t come back. I hope to hear from you about this incident soon.
PART B_7
How do you deal with the situation?
PART B_8

REVIEW AND FEEDBACK

Now, let us review the things that you learned in this lesson.
(Please give a short feedback on how your student did on your class.)
Grammar
文法
Pronunciation 発音 Vocabulary
単語
Comprehension
理解
GOOD 文法の誤りはほとんどなく、完全な文章で話すことができる ほとんどの単語をはっきりと正しく発音することができる 習った表現を適切に使うことができる 文章を理解し、質問に正しく答えることができる

FAIR
文法の誤りはあるが、完全な文章で話すことができる 発音の練習が必要な言葉がいくつかある たまにミスはあるが、習った表現を適切に使うことができる 文章を完全に理解するのは難しく、質問に正しく答えられないときもある

POOR
文章で話すのは難しく、単語だけで話すことができる 発音の練習が必要である 習った単語と表現を少しだけ使うことができる 文章を理解するのは難しく、質問に答えるのは難しい
TUTOR FEEDBACK

GRAMMAR
Good: Was able to speak in complete sentences with minimal grammatical errors.
Fair: Was able to speak in complete sentences with evident grammatical errors.
Poor: Was able to speak using words only.
PRONUNCIATION
Good: Was able to pronounce most of the words clearly and correctly.
Fair: Mispronounced a few words.
Poor: Mispronounced most of the words.
VOCABULARY
Good: Used appropriate expressions learned in class.
Fair: Used appropriate expressions learned in class and made a few errors in word choice.
Poor: Used only a few words and expressions.
COMPREHENSION
Good: Was able to understand the passages and answer the questions correctly.
Fair: Had a little difficulty in understanding passages and answering questions.
Poor: Had a hard time understanding passages and answering questions.

8 Business Phone – Dealing with irate callers

LESSON GOAL

Let’s check our lesson goal. In this material, you will learn how to deal with dissatisfied customers on the phone. You will also learn new vocabulary.

PART A_1
Read aloud the vocabulary words.
PART A_2
escalate (v.)
parcel (n.)
refund
investigate (v.)
courier (n.)
PART A_3
Read aloud and complete the sentences.
PART A_4
1. I received an email from the ________ that our orders will be delivered by Monday.
2. We should _______ calls from irate callers to the manager.
3. How can I get a _______? I really need my money back.
4. We will continue to ________ the problem. We’ll contact you if we find anything useful.
5. My _____ was not delivered on time. It should be here by now.
PART A_5
Read the whole dialogue with your tutor.
Fill in the blanks with the words you just learned.
PART A_6
Tutor: Thank you for calling Express Limited. I’m Sara. How may I help you today?
Student: I already received the (1) ______ from you guys, but it’s broken. How can I possibly use this? I demand a (2) ______!
Tutor: I apologize for the inconvenience. May I have your complete name so I can properly assist you?
Student: Dorothy Campbell. Kindly (3) ________. I badly need the item this weekend.
Tutor: Thank you for the information. Please stay on the line for a minute or two. I’ll look into it.
Student: I’m trying to keep calm. Make it quick before I (4) ________ this to your manager!
Tutor: (After a minute…) Thank you for waiting. Upon checking, we safely transferred products on that date to our warehouse.
Student: Aren’t you taking responsibility for this and passing blame to the (5) _______?
Tutor: No, Ma’am. Instead of a refund, we can just replace your item. I guarantee that you’ll receive it by Friday. Placing another order on our website will take you longer so this is the best option right now.
Student: Alright, alright. You left me with no choice. What else can I do?
PART B_1
Listen to your tutor as he/she reads a passage twice.
Then, answer your tutor’s question.
PART B_2
According to the passage, how should we deal with dissatisfied customers?
PART B_3
Text read out by the tutor
PART B_4
PART B_5
Read the following text aloud. Then, answer your tutor’s question.
PART B_6
You received a complaint from a client that his shipment has not arrived yet. It has been more than a week and there is no update on the status of his purchase. He wants to talk directly to the manager as he felt like the coordinators are not doing their job because no notification has been sent to him.
PART B_7
How do you deal with the situation?
PART B_8

REVIEW AND FEEDBACK

Now, let us review the things that you learned in this lesson.
(Please give a short feedback on how your student did on your class.)
Grammar
文法
Pronunciation 発音 Vocabulary
単語
Comprehension
理解
GOOD 文法の誤りはほとんどなく、完全な文章で話すことができる ほとんどの単語をはっきりと正しく発音することができる 習った表現を適切に使うことができる 文章を理解し、質問に正しく答えることができる

FAIR
文法の誤りはあるが、完全な文章で話すことができる 発音の練習が必要な言葉がいくつかある たまにミスはあるが、習った表現を適切に使うことができる 文章を完全に理解するのは難しく、質問に正しく答えられないときもある

POOR
文章で話すのは難しく、単語だけで話すことができる 発音の練習が必要である 習った単語と表現を少しだけ使うことができる 文章を理解するのは難しく、質問に答えるのは難しい
TUTOR FEEDBACK

GRAMMAR
Good: Was able to speak in complete sentences with minimal grammatical errors.
Fair: Was able to speak in complete sentences with evident grammatical errors.
Poor: Was able to speak using words only.
PRONUNCIATION
Good: Was able to pronounce most of the words clearly and correctly.
Fair: Mispronounced a few words.
Poor: Mispronounced most of the words.
VOCABULARY
Good: Used appropriate expressions learned in class.
Fair: Used appropriate expressions learned in class and made a few errors in word choice.
Poor: Used only a few words and expressions.
COMPREHENSION
Good: Was able to understand the passages and answer the questions correctly.
Fair: Had a little difficulty in understanding passages and answering questions.
Poor: Had a hard time understanding passages and answering questions.

Going through airport immigration

Words and Phrases
Study the following words and expressions together with their definitions with your tutor.
Then, construct your own sentences using each word/expression on the list.
ANSWER
agenda
a list or outline of things to be done or considered
Sample Sentence:
aaa
aaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa
Sample Sentence:
bbb
bbbbbbbbbbbbbbbbbbbbb
Sample Sentence:
ccc
cccccccccccccccccccccccc
Sample Sentence:
ddd
dddddddddddddddddddddddddd
Sample Sentence:
Data Interpretation
Listen to your tutor as he/she reads the text.
Study and interpret the given data. Then, discuss with your tutor.
Question
In the upcoming interdepartmental meeting, you’re assigned to explain the 2016 Sales Report of Smartphone Units.
• introduce the general idea
• enumerate main points
• make a conclusion
ANSWER
Problem-solving
Read the passage below silently. Then, discuss with your tutor.
In your discussion, talk about how you would deal with the situation.
Read the passage below silently.
As a conclusion of the recent meeting with department heads, you need to relay the information about the 2016 Sales Report of Smartphone Units to your team, and come up with an action plan for this year’s marketing and advertising plan.The decrease in sales in smartphone units in the 3rd quarter was due to the problem with the production around July. It resulted in the delay in product release.
discussion
discussion
Sample Answer
Expressing Opinions
Read the text silently. Express your opinion on each statement in 4-5 sentences.
ANSWER
I’d rather head the meeting than write the minutes.
Answer:
Setting an agenda is the most important part of a meeting.
Answer:
Long meetings are productive.
Answer:

7 Business Phone – Contacting Suppliers

LESSON GOAL

Let’s check our lesson goal. In this material, you will learn how to contact suppliers on the phone. You will also learn new vocabulary.

PART A_1
Read aloud the vocabulary words.
PART A_2
dispatch (v.)
elated (adj.)
so long (phrase)
shelve (v.)
exigent (adj.)
PART A_3
Read aloud and complete the sentences.
PART A_4
1. I received an _________ call from the manufacturer.
2. She was _________ to hear about the huge discount offered by the supplier.
3. The shipment has been _________ at the port due to the tropical storm.
4. They failed to _________ the shipment on time.
5. Til our next transaction, Mr. Hanson. _________.
PART A_5
Read the whole dialogue with your tutor.
Fill in the blanks with the words you just learned.
PART A_6
Tutor: Simon & Schuster, this is Peter speaking. How can I help you today?
Student: Hello Peter, this is Ms. Abby Rodriguez of J&P Book Store. May I speak to Mr. Marco Adams?
Tutor: I’m afraid Mr. Adams is out of the office at the moment. Would you like me to take your message?
Student: Actually, this call is rather (1) _________ . We spoke yesterday about a delivery problem that Mr. Adams mentioned. Did he leave any information with you?
Tutor: Yes, he did. He said that a representative from your company might be calling. He also asked me to ask you a few questions.
Student: Well, we still haven’t received the shipment of books that’s supposed to arrive last Friday.
Tutor: I’m terribly sorry about that. In the meantime, I’ve spoken with our delivery department, and they assured that the books will be delivered by Tuesday morning.
Student: Excellent. I’m sure my boss will be (2) _________ to hear that.
Tutor: Yes, the shipment has been (3) _________ in New York due to snow storm, which is why we weren’t able to (4) _________ the shipment last Thursday.
Student: I understand now. Thank you for the update. (5) _________ .
PART B_1
Listen to your tutor as he/she reads a passage twice.
Then, answer your tutor’s question.
PART B_2
According to the passage, how can entrepreneurs have a bigger chance of success?
PART B_3
Text read out by the tutor
PART B_4
PART B_5
Read the following text aloud. Then, answer your tutor’s question.
PART B_6
Due to severe weather condition, the shipment arrival from the US will be delayed. Profit is expected to plummet, and it will negatively impact the quarterly sales. It’s indeed a pressing matter yet early prediction can still help turn the situation around and it is your responsibility to do an immediate damage control.
PART B_7
How do you deal with the situation?
PART B_8

REVIEW AND FEEDBACK

Now, let us review the things that you learned in this lesson.
(Please give a short feedback on how your student did on your class.)
Grammar
文法
Pronunciation 発音 Vocabulary
単語
Comprehension
理解
GOOD 文法の誤りはほとんどなく、完全な文章で話すことができる ほとんどの単語をはっきりと正しく発音することができる 習った表現を適切に使うことができる 文章を理解し、質問に正しく答えることができる

FAIR
文法の誤りはあるが、完全な文章で話すことができる 発音の練習が必要な言葉がいくつかある たまにミスはあるが、習った表現を適切に使うことができる 文章を完全に理解するのは難しく、質問に正しく答えられないときもある

POOR
文章で話すのは難しく、単語だけで話すことができる 発音の練習が必要である 習った単語と表現を少しだけ使うことができる 文章を理解するのは難しく、質問に答えるのは難しい
TUTOR FEEDBACK

GRAMMAR
Good: Was able to speak in complete sentences with minimal grammatical errors.
Fair: Was able to speak in complete sentences with evident grammatical errors.
Poor: Was able to speak using words only.
PRONUNCIATION
Good: Was able to pronounce most of the words clearly and correctly.
Fair: Mispronounced a few words.
Poor: Mispronounced most of the words.
VOCABULARY
Good: Used appropriate expressions learned in class.
Fair: Used appropriate expressions learned in class and made a few errors in word choice.
Poor: Used only a few words and expressions.
COMPREHENSION
Good: Was able to understand the passages and answer the questions correctly.
Fair: Had a little difficulty in understanding passages and answering questions.
Poor: Had a hard time understanding passages and answering questions.

6 Business Phone – Answering Product Inquiries

LESSON GOAL

Let’s check our lesson goal. In this material, you will learn how to answer product inquiries on the phone. You will also learn new vocabulary.

PART A_1
Read aloud the vocabulary words.
PART A_2
component (n.)
warranty (n.)
cut out for (idiom)
prototype (n.)
specifications (n. plural)
PART A_3
Read aloud and complete the sentences.
PART A_4
1. The _________ of this device is listed on the product manual.
2. Each _________ of my computer functions properly.
3. His leadership style makes him _________ the position.
4. The car’s _________ is valid up to 5 years after purchase.
5. This new product _________ has been approved.
PART A_5
Read the whole dialogue with your tutor.
Fill in the blanks with the words you just learned.
PART A_6
Tutor: TS Electronics, this is Mr. Watts. How may I help you?
Student: Good morning! This is Mr. Kidou, production manager at M Technologies. I’d like to ask about your electronic parts product line.
Tutor: Certainly, Mr. Kidou. May I know which product in particular you’d like to learn more about?

Student: I’m interested in your printed circuit board. May I ask if its (1) ________are imported?
Tutor: Well, we manufacture its components ourselves. This is our way to guarantee quality.
Student: Hmm, that seems reasonable enough. By the way, for how long will the (2)________ be valid?
Tutor: Each item is covered under our warranty for 3 months after shipment.
Student: I see. I wish to know if it’s (3)________ (4)________ we are currently developing.
Tutor: If you like, I can send you its (5)________ by email so you can review it further.
Student: Sounds good. Here’s my email address: kidou@mtech.com. Thank you.
PART B_1
Listen to your tutor as he/she reads a passage twice.
Then, answer your tutor’s question.
PART B_2
According to the passage, why should all product inquiries be addressed accordingly?
PART B_3
Text read out by the tutor
PART B_4
PART B_5
Read the following text aloud. Then, answer your tutor’s question.
PART B_6
A potential customer just called in to inquire about your best-seller. Its components matched the item the customer was looking for. He said he wanted to order 100 pieces. Upon checking your stocks, however, you realized you have only 75 pieces on hand. What will you tell your customer?
PART B_7
How do you deal with the situation?
PART B_8

REVIEW AND FEEDBACK

Now, let us review the things that you learned in this lesson.
(Please give a short feedback on how your student did on your class.)
Grammar
文法
Pronunciation 発音 Vocabulary
単語
Comprehension
理解
GOOD 文法の誤りはほとんどなく、完全な文章で話すことができる ほとんどの単語をはっきりと正しく発音することができる 習った表現を適切に使うことができる 文章を理解し、質問に正しく答えることができる

FAIR
文法の誤りはあるが、完全な文章で話すことができる 発音の練習が必要な言葉がいくつかある たまにミスはあるが、習った表現を適切に使うことができる 文章を完全に理解するのは難しく、質問に正しく答えられないときもある

POOR
文章で話すのは難しく、単語だけで話すことができる 発音の練習が必要である 習った単語と表現を少しだけ使うことができる 文章を理解するのは難しく、質問に答えるのは難しい
TUTOR FEEDBACK

GRAMMAR
Good: Was able to speak in complete sentences with minimal grammatical errors.
Fair: Was able to speak in complete sentences with evident grammatical errors.
Poor: Was able to speak using words only.
PRONUNCIATION
Good: Was able to pronounce most of the words clearly and correctly.
Fair: Mispronounced a few words.
Poor: Mispronounced most of the words.
VOCABULARY
Good: Used appropriate expressions learned in class.
Fair: Used appropriate expressions learned in class and made a few errors in word choice.
Poor: Used only a few words and expressions.
COMPREHENSION
Good: Was able to understand the passages and answer the questions correctly.
Fair: Had a little difficulty in understanding passages and answering questions.
Poor: Had a hard time understanding passages and answering questions.

12 Business Basics – Exchanging or Asking for opinions

LESSON GOAL

Let’s check our lesson goal. In this material, you will learn new expressions to use when exchanging or asking for opinions. You will also learn new vocabulary.

PART A_1
Let’s read the meaning and examples of each word aloud. Please repeat after me.
PART A_2
1. consult 意見を聞く、相談する
words: [verb:動詞] to seek information or advice from someone
example: I’d like to consult you about my new scheme for our next project.
2. scheme 計画
words: [noun:名詞] a plan for achieving a particular idea
example: This is my new scheme for our next project.
3. draft 草案
words: [noun:名詞] the first version of a piece of writing or a document
example: Let me see your draft , please.
4. suggest 提案する
words: [verb:動詞] to recommend
example: I suggest we conduct a poll.
5. poll 世論調査
words: [noun:名詞] the process of recording the opinions or votes of people
example: Has anyone ever tried conducting a poll last year?
6. feedback フィードバック
words: [noun:名詞] a reaction or response
example: Thanks for the feedback .
7. Don’t mention it. どういたしまして
words: [idiom:イディオム] another way of saying “You’re welcome.”
example: Don’t mention it. Don’t mention it.
PART A_3
Make sentences using the given vocabulary words.
PART A_4
consult
Answer:
scheme
Answer:
draft
Answer:
suggest
Answer:
poll
Answer:
feedback
Answer:
Don’t mention it.
Answer:
PART B_1
We will read aloud the dialogue below. I will check your pronunciation and intonation.
PART B_2
Tutor: “Hello. Do you have a minute? I’d like to (1) consult you about
a new (2) scheme for our next project.”
Student: Yeah, sure. Let me see your (3) draft, please.
Tutor: “I listed down all the possible objectives. I (4) suggest we conduct a poll.
What do you think about it?”
Student: That’s a good idea, but has anyone ever tried conducting a (5) poll last year?
Tutor: “I think so. I’ll look into their data to see if the outcome improved.
Thanks for the (6) feedback, I owe you one.”
Student: (7) Don’t mention it.
PART B_3
Read aloud, filling in the blanks as you remember the sentence you just read.
PART B_4
Tutor: “Hello. Do you have a minute? I’d like to (1) ________ you about
my new (2) __________ for our next project.”
Student: Yeah, sure. Let me see your (3) ________, please.
Tutor: “I listed down all the possible objectives. I (4) _________ we conduct a poll.
What do you think about it?”
Student: That’s a good idea, but has anyone ever tried conducting a (5) ______ last year?
Tutor: “I think so. I’ll look into their data to see if the outcome improved.
Thanks for the (6) __________, I owe you one.”
Student: (7) _________.
PART C
Your tutor will read the following statements.
Choose the appropriate response for each item.
PART C_1
Hello. Do you have a minute?
PART C_1
a. Please knock before coming in.
b. Yeah, sure.
c. Can I just send you an email?
d. Can I call you back?
PART C_2
What do you think about it?
PART C_2
a. That’s a good idea.
b. I disagree with the speaker.
c. Sorry, I am not sure.
d. It depends on the weather.
PART C_3
Has anyone ever tried conducting a poll last year?
PART C_3
a. I think so.
b. Please call again.
c. Yes, not really.
d. As far as I remember, maybe.
PART C_4
Thanks for the feedback.
PART C_4
a. What else do you need?
b. Don’t mention it.
c. Likewise.
d. Submit your report now.
PART C_5
I owe you one.
PART C_5
a. Go for it.
b. No problem.
c. You may leave now.
d. Definitely.
REVIEW AND FEEDBACK

Now, let us review the things that you learned in this lesson.
(Please give a short feedback on how your student did on your class.)
Grammar
文法
Pronunciation 発音 Vocabulary
単語
Comprehension
理解
GOOD 文法の誤りはほとんどなく、完全な文章で話すことができる ほとんどの単語をはっきりと正しく発音することができる 習った表現を適切に使うことができる 文章を理解し、質問に正しく答えることができる

FAIR
文法の誤りはあるが、完全な文章で話すことができる 発音の練習が必要な言葉がいくつかある たまにミスはあるが、習った表現を適切に使うことができる 文章を完全に理解するのは難しく、質問に正しく答えられないときもある

POOR
文章で話すのは難しく、単語だけで話すことができる 発音の練習が必要である 習った単語と表現を少しだけ使うことができる 文章を理解するのは難しく、質問に答えるのは難しい
TUTOR FEEDBACK

GRAMMAR
Good: Was able to speak in complete sentences with minimal grammatical errors.
Fair: Was able to speak in complete sentences with evident grammatical errors.
Poor: Was able to speak using words only.
PRONUNCIATION
Good: Was able to pronounce most of the words clearly and correctly.
Fair: Mispronounced a few words.
Poor: Mispronounced most of the words.
VOCABULARY
Good: Used appropriate expressions learned in class.
Fair: Used appropriate expressions learned in class and made a few errors in word choice.
Poor: Used only a few words and expressions.
COMPREHENSION
Good: Was able to understand the passages and answer the questions correctly.
Fair: Had a little difficulty in understanding passages and answering questions.
Poor: Had a hard time understanding passages and answering questions.

5 Business Phone – Making sales calls

LESSON GOAL

Let’s check our lesson goal. In this material, you will learn how to make sales calls. You will also learn new vocabulary.

PART A_1
Read aloud the vocabulary words.
PART A_2
energy efficiency ( n.)
maintenance ( n.)
appliance ( n.)
off-price ( adj.)
trademark ( n.)
PART A_3
Read aloud and complete the sentences.
PART A_4
1. The ________ application for the company’s new air-conditioning unit model was approved.
2. Our latest Haze air conditioner unit takes pride in its ________ feature, which comes with a 5-year warranty.
3. I can’t afford to buy ________ this month since I’m prioritizing my daughter’s tuition fee.
4. They need regular ________ to prevent leaks.
5. You may also purchase ________ smartphone units online.
PART A_5
Read the whole dialogue with your tutor.
Fill in the blanks with the words you just learned.
PART A_6
Tutor: Hello, I’m Morticia Doe calling from Haze Air Conditioner (1)_________ in town. I would like to speak to Mr. Gomez, please.
Student: This is Gomez speaking. How may I help you?

Tutor: Mr. Gomez, I want to offer you our new Haze air conditioner with (2)_________ _________ feature, which comes with a 5-year warranty. Could you tell me what kind of air conditioner you have in your office?
Student: We use a central and split-type air conditioning units. We are not yet scheduled to purchase any (3)_________ right now.
Tutor: I completely understand, but they need regular (4)_________ to prevent leaks. Could you please tell me if you have had your units inspected in the past six months?
Student: Maybe last year. Honestly, I can’t recall the last time we had the air conditioner checked. They seem to be working just fine.
Tutor: In that case, Mr. Gomez, I would like one of our service people to stop by so that you can take advantage of our free inspection and cleaning. Is Wednesday afternoon at 3:00 p.m. a convenient time for you?
Student: Sounds perfect! Summer is fast-approaching. I suppose we’d be available on Wednesday.
Tutor: Thank you, Mr. Gomez. I’ll have you scheduled on Wednesday afternoon at 3:00 p.m. For the complete list of our (5)_________ products, please go to haze.com. Thank you for your time. Good bye.
Student: Alright, I’ll think about it. Thanks, too. Bye.
PART B_1
Listen to your tutor as he/she reads a passage twice.
Then, answer your tutor’s question.
PART B_2
According to the passage, how do we conduct a successful sales call?
PART B_3
Text read out by the tutor
PART B_4
PART B_5
Read the following text aloud. Then, answer your tutor’s question.
PART B_6
You called a very important company for the second time. You need to introduce new products but the client is still not available at the moment. The secretary asked you to send the product specifications via email instead.
PART B_7
How do you deal with the situation?
PART B_8

REVIEW AND FEEDBACK

Now, let us review the things that you learned in this lesson.
(Please give a short feedback on how your student did on your class.)
Grammar
文法
Pronunciation 発音 Vocabulary
単語
Comprehension
理解
GOOD 文法の誤りはほとんどなく、完全な文章で話すことができる ほとんどの単語をはっきりと正しく発音することができる 習った表現を適切に使うことができる 文章を理解し、質問に正しく答えることができる

FAIR
文法の誤りはあるが、完全な文章で話すことができる 発音の練習が必要な言葉がいくつかある たまにミスはあるが、習った表現を適切に使うことができる 文章を完全に理解するのは難しく、質問に正しく答えられないときもある

POOR
文章で話すのは難しく、単語だけで話すことができる 発音の練習が必要である 習った単語と表現を少しだけ使うことができる 文章を理解するのは難しく、質問に答えるのは難しい
TUTOR FEEDBACK

GRAMMAR
Good: Was able to speak in complete sentences with minimal grammatical errors.
Fair: Was able to speak in complete sentences with evident grammatical errors.
Poor: Was able to speak using words only.
PRONUNCIATION
Good: Was able to pronounce most of the words clearly and correctly.
Fair: Mispronounced a few words.
Poor: Mispronounced most of the words.
VOCABULARY
Good: Used appropriate expressions learned in class.
Fair: Used appropriate expressions learned in class and made a few errors in word choice.
Poor: Used only a few words and expressions.
COMPREHENSION
Good: Was able to understand the passages and answer the questions correctly.
Fair: Had a little difficulty in understanding passages and answering questions.
Poor: Had a hard time understanding passages and answering questions.

4 Business Phone – Receiving complaints

LESSON GOAL

Let’s check our lesson goal. In this material, you will learn how to handle customer complaints on a phone call. You will also learn new vocabulary.

PART A_1
Read aloud the vocabulary words.
PART A_2
defective ( adj.)
malfunction ( v.)
error code ( n.)
personnel (n.)
manual ( n.)
PART A_3
Read aloud and complete the sentences.
PART A_4
1. This washing machine does not work properly. It’s _________.
2. A software problem is causing the system to _________.
3. That _____ _____ means the hardware is not detected.
4. Our newly bought printer came with a two-year warranty and a ________.
5. Talk to one of the _________ if you have any questions about the product.
PART A_5
Read the whole dialogue with your tutor.
Fill in the blanks with the words you just learned.
PART A_6
Tutor: Hello, this is Kim Summer. I’d like to report about your (1) _________ product.
Student: Good day, Miss Summer. This is Sandra of Tech Solutions. May I know your concern?
Tutor: Two of the computers that we just bought from you are defective. They (2) _________ in the first few hours after setting them up in the office.

Student: We are sorry to hear that. May I know what (3) _____ _____ flashed on the monitor upon starting the computers?
Tutor: There is no error message on the screen, but everything is blue.
Student: I see. Can you tell me from which store you bought those units? We can send someone to fix it; otherwise, we will replace your defective computers.
Tutor: That sounds wonderful. We purchased it from Aero Home Depot. We still have here the receipt if you need it.
Student: Please keep the receipt with you. Our (4) _________ will check that together with the (5) _________.
Tutor: Thank you for the quick response. Anything else that I need to do?
Student: Oh, just secure a valid ID of the person who purchased those units. Thank you.
PART B_1
Listen to your tutor as he/she reads a passage twice.
Then, answer your tutor’s question.
PART B_2
According to the passage, why is there no guarantee that all customers will be satisfied with the service provided to them?
PART B_3
Text read out by the tutor
PART B_4
PART B_5
Read the following text aloud. Then, answer your tutor’s question.
PART B_6
A dissatisfied client is complaining about the design of the magazine cover you sent her, and she demands you to do another design in one day. You have already informed her during your first meeting that creating a design normally takes two to three days. You also have pending designs to work on for other clients, so it won’t be possible to tend to her concerns immediately.
PART B_7
How do you deal with the situation?
PART B_8

REVIEW AND FEEDBACK

Now, let us review the things that you learned in this lesson.
(Please give a short feedback on how your student did on your class.)
Grammar
文法
Pronunciation 発音 Vocabulary
単語
Comprehension
理解
GOOD 文法の誤りはほとんどなく、完全な文章で話すことができる ほとんどの単語をはっきりと正しく発音することができる 習った表現を適切に使うことができる 文章を理解し、質問に正しく答えることができる

FAIR
文法の誤りはあるが、完全な文章で話すことができる 発音の練習が必要な言葉がいくつかある たまにミスはあるが、習った表現を適切に使うことができる 文章を完全に理解するのは難しく、質問に正しく答えられないときもある

POOR
文章で話すのは難しく、単語だけで話すことができる 発音の練習が必要である 習った単語と表現を少しだけ使うことができる 文章を理解するのは難しく、質問に答えるのは難しい
TUTOR FEEDBACK

GRAMMAR
Good: Was able to speak in complete sentences with minimal grammatical errors.
Fair: Was able to speak in complete sentences with evident grammatical errors.
Poor: Was able to speak using words only.
PRONUNCIATION
Good: Was able to pronounce most of the words clearly and correctly.
Fair: Mispronounced a few words.
Poor: Mispronounced most of the words.
VOCABULARY
Good: Used appropriate expressions learned in class.
Fair: Used appropriate expressions learned in class and made a few errors in word choice.
Poor: Used only a few words and expressions.
COMPREHENSION
Good: Was able to understand the passages and answer the questions correctly.
Fair: Had a little difficulty in understanding passages and answering questions.
Poor: Had a hard time understanding passages and answering questions.

11 Business Basics – Confirming Information

LESSON GOAL

Let’s check our lesson goal. In this material, you will learn new expressions to use when confirming information. You will also learn new vocabulary.

PART A_1
Let’s read the meaning and examples of each word aloud. Please repeat after me.
PART A_2
1. confirm 確認する確かめる
words: [verb:動詞] to show the truth or correctness
example: I’m calling to confirm the details of our meeting tomorrow.
2. agenda 協議事項
words: [noun:名詞] a list of things or activities
example: Allow me to confirm the meeting agenda .
3. mention 話に出す言及する
words: [verb:動詞] to speak about
example: Don’t forget to mention who came up with that idea.
4. individually 個々に、個人的に
words: [adverb:副詞] one by one; single
example: The guests entered the room individually .
5. include 含む
words: [verb:動詞] to contain; be a part of
example: His report include s all the necessary details.
6. current 現在の、今の
words: [adjective:形容詞] latest; at the present time
example: Please make sure that all your records are current .
7. update 最新化、最新版
words: [noun:名詞] to give latest information
example: I’ll send you update s on this research tomorrow.
PART A_3
Make sentences using the given vocabulary words.
PART A_4
confirm
Answer:
agenda
Answer:
mention
Answer:
individually
Answer:
include
Answer:
current
Answer:
update
Answer:
PART B_1
We will read aloud the dialogue below. I will check your pronunciation and intonation.
PART B_2
Tutor: “Good morning!
Production 3 office; this is Ms. Torres speaking. How may I help you?”
Student: “Good morning! This is Mr. Goto of Production 2 office.
I’m calling to (1) confirm the details of our meeting tomorrow.
It’s at 2:15 PM at the main conference room. Did I get it right?”
Tutor: “Yes, you got it right, Mr. Goto.
Please allow me to also confirm the meeting (2) agenda.”
Student: “That’s a good idea.
Do you mind if I ask you to (3) mention the items (4) individually?”
Tutor: “No, not at all. The agenda (5) includes the (6) current production status,
additional manpower needed, and (7) updates on our processes.”
Student: That’s helpful. Thanks. I’ll talk to you later.
PART B_3
Read aloud, filling in the blanks as you remember the sentence you just read.
PART B_4
Tutor: “Good morning!
Production 3 office; this is Ms. Torres speaking. How may I help you?
Student: “Good morning! This is Mr. Goto of Production 2 office.
I’m calling to (1) __________ the details of our meeting tomorrow.
It’s at 2:15 PM at the main conference room. Did I get it right?”
Tutor: “Yes, you got it right, Mr. Goto.
Please allow me to also confirm the meeting (2) __________ .”
Student: “That’s a good idea.
Do you mind if I ask you to (3) __________ the items (4) __________ ?”
Tutor: “No, not at all. The agenda (5) __________ the (6) __________ production status,
additional manpower needed, and (7) __________ on our processes.”
Student: That’s helpful. Thanks. I’ll talk to you later.

PART C
Your tutor will read the following statements.
Choose the appropriate response for each item.
PART C_1
Good morning! Production 3 office; this is Ms. Torres speaking. How may I help you?
PART C_1
a. How are you?
b. Okay, I will help you.
c. I’m calling to confirm the details of our meeting tomorrow.
d. Sorry, you’ve got the wrong number.
PART C_2
It’s at 2:15 PM at the main conference room. Did I get it right?
PART C_2
a. Yes, you got it wrong.
b. Yes, you do.
c. No, we didn’t.
d. Yes, you got it right.
PART C_3
Please allow me to also confirm the meeting agenda.
PART C_3
a. It’s 1:11 now.
b. I have an idea.
c. That’s a good idea.
d. That’s exciting.
PART C_4
Do you mind if I ask you to mention the items individually?
PART C_4
a. Yes, I do.
b. Definitely.
c. No, not at all.
d. No, you don’t.
PART C_5
The agenda includes the current production status, additional manpower needed, and updates on our processes.
PART C_5
a. That’s helpful. Thanks a lot!
b. What is your question?
c. How may I help you?
d. No problem.
REVIEW AND FEEDBACK

Now, let us review the things that you learned in this lesson.
(Please give a short feedback on how your student did on your class.)
Grammar
文法
Pronunciation 発音 Vocabulary
単語
Comprehension
理解
GOOD 文法の誤りはほとんどなく、完全な文章で話すことができる ほとんどの単語をはっきりと正しく発音することができる 習った表現を適切に使うことができる 文章を理解し、質問に正しく答えることができる

FAIR
文法の誤りはあるが、完全な文章で話すことができる 発音の練習が必要な言葉がいくつかある たまにミスはあるが、習った表現を適切に使うことができる 文章を完全に理解するのは難しく、質問に正しく答えられないときもある

POOR
文章で話すのは難しく、単語だけで話すことができる 発音の練習が必要である 習った単語と表現を少しだけ使うことができる 文章を理解するのは難しく、質問に答えるのは難しい
TUTOR FEEDBACK

GRAMMAR
Good: Was able to speak in complete sentences with minimal grammatical errors.
Fair: Was able to speak in complete sentences with evident grammatical errors.
Poor: Was able to speak using words only.
PRONUNCIATION
Good: Was able to pronounce most of the words clearly and correctly.
Fair: Mispronounced a few words.
Poor: Mispronounced most of the words.
VOCABULARY
Good: Used appropriate expressions learned in class.
Fair: Used appropriate expressions learned in class and made a few errors in word choice.
Poor: Used only a few words and expressions.
COMPREHENSION
Good: Was able to understand the passages and answer the questions correctly.
Fair: Had a little difficulty in understanding passages and answering questions.
Poor: Had a hard time understanding passages and answering questions.

3 Business Phone – Making inquiries

LESSON GOAL

Let’s check our lesson goal. In this material, you will learn how to make phone inquiries. You will also learn new vocabulary.

PART A_1
Read aloud the vocabulary words.
PART A_2
legality (n.)
consultation (n.)
third-party (n.)
audit (n.)
renewal (n.)
PART A_3
Read aloud and complete the sentences.
PART A_4
1. The ________ of contract was postponed due to certain revisions in the payment clause.
2. Legal __________ fee depends on the consultation hours and the number of court appearances.
3. A recent _______ reveals that there are missing funds worth 15 million dollars, which is supposedly for office renovations.
4. The Ministry of Health, Labour and Welfare needs to verify the ________ of the new policy on the working hours of employees.
5. Constant communication is important in establishing strong relationships with ________ clients.
PART A_5
Read the whole dialogue with your tutor.
Fill in the blanks with the words you just learned.
PART A_6
Tutor: Hello, this is Mr. Gibson of Sunshine, Inc. I’m calling to inform you that we’ll be pursuing the (1) of our contract with you.
Student: That’s great news, Mr. Gibson! We’re glad to let you know that we’ll be giving you a 30% discount on your legal (2) ____________ fee since you’re renewing with us.
Tutor: Thank you. My boss will be delighted to hear that!
Student: By the way, our (3) who’s known for never missing an (4) deadline would like to send you a proposal. Where can they send it?
Tutor: Oh, I see. They may email us the proposal at hresource@sunshine.com.
Student: Alright, thanks! May I know when you can send us the hard copy of the contract?
Tutor: We’ll send it by the end of next week. Kindly look into the clause that we’d like you to change in the contract.
Student: Sure, Mr. Gibson. We’ll check its (5) first before revising. Oh, please notify us via email once you’ve sent us the copies.
Tutor: Definitely. Have a great day, and thanks for taking the call.
Student: Anytime, Sir. Goodbye.
PART B_1
Listen to your tutor as he/she reads a passage twice.
Then, answer your tutor’s question.
PART B_2
According to the passage, how do you get the response you need when making an inquiry?
PART B_3
Text read out by the tutor
PART B_4
PART B_5
Read the following text aloud. Then, answer your tutor’s question.
PART B_6
You’ve received the smartphone you ordered online. It has dents on its sides and scratches on the screen. You returned it to the store by a delivery service. The store informed you via email that you should be receiving the new item that they’ll be sending in 3 working days. After two weeks, you still haven’t received the item. You want to talk to the manager directly to make an inquiry about your smartphone.
PART B_7
How do you deal with the situation?
PART B_8

REVIEW AND FEEDBACK

Now, let us review the things that you learned in this lesson.
(Please give a short feedback on how your student did on your class.)
Grammar
文法
Pronunciation 発音 Vocabulary
単語
Comprehension
理解
GOOD 文法の誤りはほとんどなく、完全な文章で話すことができる ほとんどの単語をはっきりと正しく発音することができる 習った表現を適切に使うことができる 文章を理解し、質問に正しく答えることができる

FAIR
文法の誤りはあるが、完全な文章で話すことができる 発音の練習が必要な言葉がいくつかある たまにミスはあるが、習った表現を適切に使うことができる 文章を完全に理解するのは難しく、質問に正しく答えられないときもある

POOR
文章で話すのは難しく、単語だけで話すことができる 発音の練習が必要である 習った単語と表現を少しだけ使うことができる 文章を理解するのは難しく、質問に答えるのは難しい
TUTOR FEEDBACK

GRAMMAR
Good: Was able to speak in complete sentences with minimal grammatical errors.
Fair: Was able to speak in complete sentences with evident grammatical errors.
Poor: Was able to speak using words only.
PRONUNCIATION
Good: Was able to pronounce most of the words clearly and correctly.
Fair: Mispronounced a few words.
Poor: Mispronounced most of the words.
VOCABULARY
Good: Used appropriate expressions learned in class.
Fair: Used appropriate expressions learned in class and made a few errors in word choice.
Poor: Used only a few words and expressions.
COMPREHENSION
Good: Was able to understand the passages and answer the questions correctly.
Fair: Had a little difficulty in understanding passages and answering questions.
Poor: Had a hard time understanding passages and answering questions.