3
Tomas – Dubai
Panayota – Dubai
Miroslav – Brazil
Francesca - Brazil
4
1 worked for a mobile phone company in Germany
2 running
3 nearly
28
4 currently working in family taverna
5 sailing and swimming
6 diploma in information technology from technological college in
Bratislava
7 English and Portuguese
8 was a senior computer programmer for an IT company in Rome
9 being outside, walking in the mountains, cycling
5
Sales Advisor – Dubai
Tomas Visser has worked on mobile phones and had experience with
customers, so is arguably the strongest candidate.
Web Analyst – Brazil
Miroslav has worked with the appropriate client base – boutiques, and
designs websites; Francesca has experience of managing people, but her
experience is as a computer programmer, so is arguably not so relevant.
6
Tomas: left previous job after a complaint from a customer
Panayota: no professional reference
Miroslav: often late for work
Francesca: was very unpopular with colleagues in previous position
7
Each candidate has a weakness revealed. The question is whether the
weakness is serious enough to mean they should not get the job.
Thomas Visser may have trouble handling complaints; there are no
references for Panayota Mitropoulis. It is unlikely that Panayota would
get the job because she doesn’t have particularly relevant experience or
qualifi cations.
Francesca is unpopular with other employees; Miroslav is often late. Perhaps
Miroslav’s weakness can be changed.
2 Dealing with customers
2.1 About business
The shopping experience
2
Facilities: customer parking, private fi tting rooms, beauty salon, hairdresser’s
Services: childcare, alteration services, gift wrapping, home delivery
Financial benefi ts and services: money-off voucher, store card, special offers,
refunds
3
1 Breuninger has a store in Stuttgart and thirteen other locations across
Germany.
2 Soap and shampoo: cosmetics
Coffee cups: household goods
Handbag:
accessories
Yoga mat: sport and leisure
3 Customer parking, store card, money-off vouchers, hairdresser’s, child
care, private fi tting rooms, alteration services, gift-wrapping.
4 Fashion shows, cosmetic workshops, café, piano bar, made-to-measure
services, taking clothes home to try on, goods carried to car and home
delivery.
4
1 send measurements and colour and style preferences so that clothes can
be chosen for you
2 use the children’s room, use the in-store café
3 have purchases taken to your car, take clothes home to try on
4 Students’ own answers.
5
1 reliable
2 personal
attention
3 value for money
4 come back again and again
3
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