English For Specific Purpose
Business English
Dra. Harisa Mardiana M. Pd
Unit 1 THE CUSTOMER
Language Focus: Direct and indirect question forms
Skills:
Writing: formal letter-writing
letters
Reading: Kwik-Fit advertisement
Vocabulary:
Word partners
Business Communication: Making offers
Key Vocabulary:
Companies need
customers. Some companies provide goods such as clothes, cars and food. Other
companies provide services, for example insurance, banking, information
technology or training.
Companies want
repeat business, in other words, they want customers to buy from them again and
again. To win customer loyalty, many companies have a code of practice, or set
of rules, for customer care. The code of practice explains what the customer can
expect of the company. Customers can complain about the service, or help, they
receive and the goods they buy.
Lead in:
Read the texts produced by three
different companies and answer the questions
1. What does each company offer
the customer?
2. What other examples of good
customer care can you think of?
1.
2.
First direct is
the UK’s leading 24 hours personal telephone bank. Our personal service lets
you take care of all your banking needs by telephone, at a time and place to
suit you, 24 hours a day, 35 days a year. You can call to check your balance,
pay a bill, discuss a personal loan or increase your Visa Card limit. All calls
from within the UK are charged at local rate.
3.
IKEA Business
offers a full range of service to professional customers, companies and
organizations. Our trained staff can help with everything from individual
workstations, to planning a complete office. As an IKEA Business customer you
can purchase from the specialist Business Catalogue, or from the complete range
in the store. Optional delivery and assembly services are available on request.
Enquire at the store for more details.
CROSS-CULTURAL
COMPARISON
Attitude to
customer care may be different in different countries. Work in pairs and
discuss the five situations below.
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WHAT MAKES GOOD CUSTOMER CARE?
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A= Excellent B= Good C= Fair D= Poor
Situation 1 A customer waits in a
queue for ten minute
A B C
D
Situation 2 The phone rings eight times before
someone
In
the company answers it
A B C
D
Situation 3 A customer phones a
company. the person who
Answers does not have the information to answer
The
customer’s questions, but tries to answer it. A B C D
Situation 4 A company answers customers’
letters in five
working days.
A B C D
Situation 5 A customer makes a
complaint. The company
employee takes all the details, apologizes and
promises to take action.
A B C
D
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Language Practice:
1. Time Saunders is now at
Hi-Tone Health and Fitness Center. The instructor is asking him some questions.
Match the two parts of the instructor’s question.
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1. Do you do a.
do you want to come to the Center?
2. What are b.
what your objectives are?
3. Could you tell me if c. you have
any medical problems or injures?
4. How often d.
do any exercise at the moment?
5. Can you tell me e.
your favorite sports?
6. What f.
do you do?
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2. Now match Tim Saunders’
answers to each question in exercise 1.
Example: 1. d. Do you do any exercise at the moment?
iii. No, I don’t. And the problem is I sit at my desk all day.
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i. I’m a business analyst
ii. I want to get fit and I want to lose a few kilos too.
iii. No, I don’t. And the problem is I sit at my desk all day.
iv. Probably three or four times a week.
v. I like swimming and I enjoy a game of squash now and again!
vi. No, I’m very healthy, thank goodness.
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2. Reading
Here are a few reasons why
Kwik-Fit should be your first stop on the road to winter safety this year:
OPEN 7 DAYS
Late Night Openings
INDEPENDENCE – You have the freedom to choose what is best for
your car and your pocket.
FREE PUNCTURE REPAIR SERVICE -
Any car or van tyre repair that can be carried out on our own premises
will be done free of charge. You only pay for a new valve and wheel balance if
required.
EXPRESS TYRE FITTING – Our Kwik-Fit fitters promise to
fit each tyre in under 10 minutes, timed from acceptance of our quotation.
EXTENDED GUARANTEES – Ask about our ‘No Quibble’ ; Accidental Damage; Guarantee on tyres and
our ‘Lifelong Guarantee’ on exhausts.
FREE CUSTOMER HELPLINE 0800 75 76 77 – If you do have any comments about our
service or our products, tell us and we’ll do everything possible to put the
matter right.
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1. Open
__________________ days perweek.
2.
________________________________.
3. Free
____________________________.
4.
_____________ tyre – fitting.
5. Extended
________________________.
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A. Questions:
B.
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a. long
hours
b. fast
service
c. customer
choice
d. free
service
e. peace of
mind
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2. Here are five benefits that Kwik-Fit offers it customers:
Read the text carefully and match each benefit to one of the
reasons (1-5 in exercise 1.
Exp:
a. long hours – 1 Open
7 days a week.
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VOCABULARY:
Word partners
1. Match the words below to make four word
partners from the text.
2. late night b.
guarantee
3. lifelong c.
openings
4. customer d.
fitter
2. Now use the word partners to complete these sentences.
1. More and more
shops have _______________ ____________
_________ people to shop after work.
2. A __________________ _____________________ on exhausts means Kwik-Fit repairs problems
to its own exhaust pipes free of charge.
3. Many companies
have a 24 hours ______________
_____________ so people can phone
in for help at any time.
4. The Kwik-Fit slogan
is ‘ You can’t get better than a _______________ _________________!’.
3. Work in pairs. Decide what the people say
in these situations.
1.
A passenger and a check – in attendant. The passenger wants to upgrade her
airline ticket from business class to first class. The check-in attendant can
give an upgrade and asks aobut the type of seat – window seat or aisle seat.
2.
A shop manager and a customer. The customer returns a silk shirt to the shop –
a button is missing.
3.
A supplier and a customer. The supplier invites the customer to dinner.
4. A marketing
assistant and a marketing manager. The assistant offers to phone customers to
find out their opinions on a new product
Grammar in use:
Direct and Indirect Speech
Indirect Speech adalah kalimat tak langsung, yaitu kalimat yang dikatakan oleh orang lain
(mungkin ditempat dan waktu yang berbeda) berdasarkan apa yang dikatakan
langsung oleh penutur pertama.
Indirect Speech disebut juga Reported
Speech atau Quoted Speech.
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Direct Speech
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Indirect Speech
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1. He said, ”I
come every day.”
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He said (that) he
came everyday.
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2. He said, “I am
coming.”
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He said (that) he
was coming.
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3. He said, “I
shall/will come.”
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He said (that) he
would come.
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4. He said, “I
have come.”
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He said (that) he
had come.
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5. He said, “I
came”.
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He said (that) he
had come
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6. He said, “I am
going to come.”
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He said (that) he
was going to come.
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7. He said, “I
can come.”
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He said (that) he
could come
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8. He said, “I
may come.”
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He said (that) he
might come.
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9. He said, “I
might come.”
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He said (that) he
might come.
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10. He said, “I
must come.”
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He said (that) he
had to come
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11. He said, “I
have to come.”
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He said (that) he
had to come
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12. He said,
“come.”
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He told me to
come.
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13. He said, “I
should come.”
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He said (that) he
should come.
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14. He said,
“Don’t come.”
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He told me not to
come.
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15. He said,
“Will you come?”
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He asked if
(whether or not) I would come.
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16. He asked me,
“Where are you?”
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He asked me where
I was.
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Note:
1. Should
yang digunakan dengan I dan we mempunyai arti akan bukan sebaiknya.
Dalam hal ini, should berubah menjadi would dalam Indirect Speech. Demikian juga dengan shall.
Contoh:
a. ”I should be happy,” he said. à He said that he would be happy.
b. “I shall be happy,” he said. à He said that he would be happy.
2.
Untuk suatu pernyataan yang benar secara universal, kita dapat menggunakan The
Simple Present Tense di dalam Noun Clause.
Contoh:
a. He said that the sun rises in the East.
b. He said that the sun rose in the East
Perhatikan
perubahan kata keterangan waktu di dalam Indirect Speech:
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1. He asked, “Did
you come here?”
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He asked whether
(or not) you were there.
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2. He said, “I
came two days ago.”
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He said (that) he
had come two days before .
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3. He said, “I
will come tomorrow.”
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He said (that) he
would come the following day.
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4. He said, “I
arrived yesterday.”
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He said (that) he
had arrived the day before.
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5. He said, “I
was there last week.”
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He said (that) he
had been there the week before.
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6. He said, “I am
leaving today.”
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He said (that) he
was leaving that day.
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7. He said, “I
drive myself.”
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He said (that) he
drove himself.
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8. He said, “ I
was early this morning.”
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He said (that He
had been early that morning.
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Note:
a) Perhatikan tata cara penulisan
tanda baca. Tanda baca titik (.)
harus ada di dalam tanda baca petik. (“)
Setelah kata He said, gunakan tanda baca koma (,) jika bukan di akhir
kalimat.
b) Jika kalimat langsung ada di
depan kalimat (memulai kalimat), maka kalimat langsung di dalam tanda baca petik diakhiri tanda baca koma (,).
Contoh: “I came two days ago,” he
said.
EXERCISE Unit 1
1. “I’ll go home now,” Nasir
said. ____________________________________________________.
2. “What do you want” Linda asked
me. ______________________________________________.
3. “Have you seen him lately?”
his mother wanted to know.
_____________________________________________________________________________.
4. “What have you done?” he asked
me. _____________________________________________.
5. “I am late,” Ana said. ___________________________________________________________.
6. “Can you stay to have dinner
with us?” I asked him.
_____________________________________________________________________________.
7. “May I borrow your pen?” Wati
asked. _____________________________________________.
8. “I am leaving,” he told us.
_______________________________________________________.
9. “He must be crazy,” she said.
____________________________________________________.
10. “I can’t do it by myself,”
Alex told us. _____________________________________________.
11. “She has been doing it for 2
hours,,” Christiana told us.
___________________________________________________________________________.
12. “You are being funny,” he
said. _________________________________________________.
13. “Hurry up!” they told us.
______________________________________________________.
14. “Are you human?” Yusuf asked.
________________________________________________.
15. “You should go,” he said. ______________________________________________________.
16. “They must be husband and
wife,” Edric said. ______________________________________.
17. “He was talking on the phone
when I arrived,” Lia said.
___________________________________________________________________________.
18. How much money do you have?”
Anik asked. ______________________________________.
19. “I am going to move out,”
Freddy said. ____________________________________________.
20. “Is that what you heard?”
Agus asked. ____________________________________________.
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