The Business pi answer key

Answer key
6
Special day for Christmas shopping where the shop is open only for card-
holders; free fl ights when you have made a certain number of purchases; a 
free sports massage; free fi tness assessment; personal attention of a specialist 
sports shoe / trainer fi tter; free trial membership to local gyms; opportunities 
to have free seven-day home trials of fi tness equipment, e.g. exercise bikes; 
corporate hospitality invitations / reduced entry rates to top sporting events, 
etc.
2.2 Vocabulary
 Telephoning and customer care
2
1 answer
2 deal with
3 call, back
4 put, through
5 interrupt
6 lose your temper
7 discount
8 exchange
9 agree on a solution
10 hang up
3
Conversation 1
1 A new computer the customer has bought is missing some parts.
2 The assistant didn’t ask for the customer’s contact details or whether the 
customer would like to hold while the assistant tries to get to the bottom 
of the problem (Step 2).
Conversation 2
1 The customer has not received printer paper that they ordered.
2 The assistant blames the driver (Step 5).
Conversation 3
1 The customer is calling a hotel to cancel a room booking.
2 The assistant interrupts (Step 3).
4
1 a) 2 e) 3 b) 4 f) 5 c) 6 d)
5
The fi rst advertisement is for a job for a healthcare company and the second 
for a bank or insurance company.
6
1 persuade
2 interpersonal 
skills
3 sympathetic
4 telephone 
manner
5 listening 
skills
6 reassuring
7 outgoing 
personality
2.3 Grammar
 Countable & uncountable nouns, requests 
and offers
1
Countable: company, customer, phone call, helpline, employee
Uncountable: money, news, information, accommodation, progress, 
research, equipment, overtime