The Business pi answer key

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1 c) 2 a) 3 d) 4 b) 5 h) 6 g) 7 f) 8 e)
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2 (offi ce)
A: Excuse me – I think we booked this room for 15.00.
B: Oh dear, there must be a mistake. Let me call Reception and see if we 
can fi nd another room.
3 (man at computer)
A: I cannot seem to get anything on the monitor at all.
B: OK, let’s turn it off and start the computer again, shall we?
4 (invoices)
A Oh dear – look; the date on this one is totally different.
B You’re right. We’ll have to do a credit note for the second invoice.
5 (package with invoice)
A Look, I ordered 500 and we have been invoiced for 500. However, only 
250 were delivered.
B Please give me a few minutes to try and fi nd the invoice on the computer. 
What did you say the number was?
6 (man at departures board)
A Are you saying there are no trains leaving tonight at all?
B That’s right, but we can give you information on the bus service.
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1 a) 2 d) 3 e) 4 b) 5 f) 6 c)
2.5 Writing
 Dealing with an email of complaint
2
1 Alison had been charged twice for tickets for the International Car 
Exhibition.
2 She wants an immediate refund on two of the tickets.
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e, f, d, c, b, g, h, a
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Introducing: Thank you for your email regarding…; I am writing on behalf 
of… 
Apologizing: We apologize for any inconvenience that this caused; I am very 
sorry to hear that…
Explaining: The reason for this problem was…; We have been experiencing 
problems with…
Promising action: We will be happy to exchange the items; We can offer 
you a (10%) discount (on your next order); We will look into this problem 
immediately.

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Answer key
2.6 Case study
 The Panorama conference
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1 Students’ answers will depend on their individual experience.
2 The facilities and services in an ideal hotel could include sauna; sports, 
e.g. golf, tennis, water-sports, etc.; free wi-fi for guests; a range of DVDs 
and a DVD machine in the room; a free bottle of champagne or sparkling 
wine in the room.