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UFCD 0371- Inglês, Vendas
FORMAÇÂO VIDA ATIVA
Vendas
UFCD 0371
Business English
Handouts and exercises

Contents:
Unit 1: Introductions and basic structures
Unit 2: Business people-routines and arrangements
Unit 3: Going shopping: Customer Care
Unit 4: Post-sales: Dealing with complaints

C
Greeting someone
(Cumprimentar alguém)
 Good morning
(Bom dia)
Good afternoon!
(Boa tarde)
 Good evening!
(Boa noite)
 Hello! / Hi!
(olá)
 How do you do?
 How are you? Como estás?
(I’m…) very well!
not so well.
(Eu estou…) well! I’m feeling down. So so
o.k.
fine! terrible.
great!
cool!
Thank you! – Obrigado /a
Thanks!
Saying goodbye!
(dizer adeus)
See you soon! (Até breve)
See you tomorrow! (Até amanhã)
See you on Monday! (Até segunda)
Good bye! (Adeus)
Bye bye! “
Bye! (tchau)
Good night! (boa noite)
Have a nice weekend! – (Tenha um bom fim-de-semana!)
See you (later!) – Até logo
Good
morning,
How do you
do?
How do you
do?
Hi, how are
you?
I’m fine.
How are
you?

Greeting someone
Complete the following chart.
Portuguese English
1. Olá!
2. Bom dia.
3. Boa tarde.
4. Boa noite.
5. Boa noite. (para despedida)
6. Como está (s)?
7. How are you doing?
7. Estou bem, obrigado. I’m fine, thanks.
8. Estou óptimo / a.
9. Estou horrível.
10. Estou em baixo.
11. Até breve.
12. Até amanhã.
13. Até segunda.
14. Adeus.
15. Tchau, tchau.
16. Tenha um bom fim-de-
semana.

Introducing myself and someone else
Read the dialogues bellow.
Dialogue 1
2.
Dialogue 3
 What's your full name please?
 My first name is Sonja and my last name Pascalli.
Sorry , what was your last name again?
Pascalli.
I'm sorry I don't understand. Could you repeat that
more slowly please.
P-a-s-c-a-double l-i
 Hello, my name is Lewis Berg. What’s your name?
 I’m Ako Sashimy.
 Can you repeat, please?
Ako Sashimy.
 Can you spell that?
 A-K-O S-A-S-H-I-M-Y
 Nice to meet you.
 Nice to meet you too, Mr. Berg. Dialogue 2
 Anna, this is the new teacher, Joanna Miller.
 Nice to meet you, Joanna and welcome to
our school. I’m Anna Rice.
 Pleased to meet you, Miss Rice.
Have you
met John?
No, I
haven't.
Pleased to
meet you.

1. Introducing myself and someone else
Complete the following chart.
Portuguese English
1. O meu nome é...
2. Como é que te chamas?
3. Eu sou o / a...
4. Pode (s) repetir, por favor?
5. Pode (s) soletrar isso, por favor?
6. Prazer em conhecer-te.
7. Prazer em conhecer-te, também.
8. This is my friend...
9. Welcome to our class.
10. Pleased to meet you.
11. Já conheces o…?
Yes, I have /haven’t

Listen and repeat the alphabet.
A
[ei]
(name)
B
[bi]
(book)
C
[ci:]
D
[di]
(Daniel)
E
[i /] [e]
(English / effort)
F
[ ef]
(fact)
G
[dji]
(gin /get)
H
[eitj]
(house / hour)
I
[ai]
(I / Italy)
J
[djei]
(Jennifer)
K
[kei]
(kind)
L
[el]
M
[ém]
N
[én]
O
[ow]
(over)
P
[pi:]
(Peter)
Q
[kiu]
(quiz)
R
[ar]
(Rachel)
S
[ess]
(Samuel)
T
[ti]
U
[iu]
V
[vi]
(Vera)
W
[doubliu]
(William)
X
[eks]
(excentric)
Y
[uai]
(why)
Z
(zéd)
(zebra)
http://www.real-english.com/reo/3/unit3.html
Can you spell your name
please?
Yes, of course:
S – A – S – H – I – M- Y

Pronunciation
Vowels and diphthongs
(Vogais e ditongos)
Groups of consonants
(Dígrafos)

1. Who is he? ______________________________________________________________________
2. Who is she? _____________________________________________________________________
3. Where are they from?_____________________________________________________________
4. hat business are they in?__________________________________________________________
Ex: You love me. (Tu amas-me)
I love you. (Eu amo-te)
I love him. (Eu amo-o)
Informative Handout - Present Simple of verb to be
(Presente simples do verbo ser ou estar)
Personal Pronouns: Subject Personal pronouns: Object
I 
____
me  me, mim
you  tu/ você you  te, ti
he  ____ him  -o, lhe, a ele
she  Ela her  -a, lhe, a ela
it  ele / ela (para coisas ou animais ou
quando não há um sujeito real para a
frase)
it  lhe, a ele / a ela (para coisas
ou animais ou quando não há
um sujeito real para a frase)
we  ____ us  nos, a nós
you  vós/ vocês you  vos, a vós/ a vocês
they  ____ them  lhes a eles / a elas
Hi. I’m
Bill Gates.
Hello. I’m
Meridith
Perry.
We’re from the United States;
We’re in the Technology
business.

Affirmative
(Full and and formal)
Affirmative
(Shortened form
and informal)
Conjugação na
afirmativa
I am I’m Eu sou
Tu és / Você é
You ______ You’re
He _____
She ____
It _____
He’s
She’s
It’s
Ele é
Ela é
Ele / ela /isso é
We are
You _______
They are
We’re
You’re
They’re
Nós somos
Vós sois / vocês são
Eles / Elas são
Negative
Negative
(Shortened form
and informal)
Conjugação na negativa
I am not I’m not Eu não sou
Tu não és / Você não é
You are not You aren’t
He is not
She is not
It is not
He isn’t
She isn´t
It isn´t
Ele não é
Ela não é
Ele / ela /isso não é
We are not
You are not
They are not
We aren’t
You aren’t
They aren’t
Nós não somos
Vós não sois / Vocês não são
Eles/ Elas não são
Interrogative form Conjugação na
interrogativa
Am I ? Eu sou?
Tu és? / Você é?
Are you?
Is he? Ele é?
Is she? Ela é?
Is it? Ele / ela /isso é?
Are we? Nós somos?
Are you? Vós sois? Vocês são?
are they ? Eles / Elas são?
A- Complete the sentences with the correct form of the verb to be
1. What __________your name?; 2. Where _________you from?
3. My name ___________Peter. 4. Hello, I’__________John.
5. We ___________from China. 6. Where ________he from?

7. She _________ a receptionist. 8.He __________a teacher.
B – Rewrite the sentences in the negative and in the interrogative form.
1. She is Portuguese.
Negative:________________________________________________________________________________
Interrogative: ____________________________________________________________________________?
2. We are English.
Negative: _______________________________________________________________________________
Interrogative: ___________________________________________________________________________?
3. John is from Canada.
Negative: _______________________________________________________________________________
Interrogative: ___________________________________________________________________________?
4. Anna and Paul are Italian.
Negative: ________________________________________________________________________________
Interrogative: ___________________________________________________________________________?
5. We are French.
Negative: ________________________________________________________________________________
Interrogative: ___________________________________________________________________________?
6. I am American.
Negative: ________________________________________________________________________________
Interrogative: ____________________________________________________________________________?

Attention: This is John. He is a teacher and you are the students.
Demonstrative determiners
(Pronomes / determinantes demonstrativos)
the  o, a, os, as
Ex: The teacher.  O professor.
The teachers.  Os / As professoras.
this  isto / este(a)
these  estes / estas
that  aquele / aquela / aquilo
those  aqueles / aquelas / aquilo
Examples
(demonstrative determiners)
Exemplos
(Determinantes
demonstrativos)
This ball is big.  Esta bola é grande.
These balls are big.  Estas bolas são grandes
That ball is big.  Aquela bola é grande.
Those balls are big.  Aquelas bolas são grandes.
Examples
(demonstrative pronoun)
Exemplos
(pronome demonstrativo)
This is a ball.  Isto é uma bola.
These are are balls.  Isto são bolas.
That is a ball.  Aquilo é uma bola.
Those are balls.  Aquilo são bolas.
Definite article Indefinite article
(artigo definido) (artigo indefinido)
a 
(before consonants)
a ball
um / uma
(antes de consoantes)
uma bola
an 
(antes de vogais)
an Englishman
um / uma
(antes de vogais)
um Inglês
POLICEMAN DOCTOR  SINGER TEACHER
DENTIST VET MECHANIC HOUSEWIFE
ELECTRICIAN ACTOR ARCHITECT COOK

Job
s
and
ind
efin
ite
arti
cle
a/a
n
He is a doctor.
He’s an actor

Write the following numbers
Phonetics
I/ /I:/ /e/ /ei/
six three ten eight
fifty thirteen twenty eighteen
0 zero, oh,
nothing
1 one
2 two
3 three
4 four
5 five
6 six
7 seven
8 eight
9 nine
10 ten
11 eleven
12 twelve
13 thirteen
14 fourteen
15 fifteen
16 sixteen
17 seventeen
18 eighteen
19 nineteen
20 twenty
21 twenty-one
22 twenty-two
23 twenty-three
24 twenty-four
25 twenty-five
26 twenty-six
27 twenty-seven
28 twenty-eight
29 twenty-nine
30 thirty
40 forty (no "u")
50 fifty
60 sixty
70 seventy
80 eighty
90 ninety
100 a/one hundred
101 a hundred and one
110 a hundred and ten
120 a hundred and twenty
200 two hundred
1,000 a/one thousand
1,001 a thousand and one
1,010 a thousand and ten
2,000 two thousand
10,000 ten thousand
11,000 eleven thousand
100,000 a/one hundred
thousand
1,000,000 a/one million
2,000,000 two million
1,000,000,000 a/one billion
From
http://www.studyenglishtoday.
net/ cardinal-numbers.html
24 39 52 74
26 41 54 77
32 43 58 82
37 45 63 96
1.If a number is in the range 21 to 99, and
the second digit is not zero, we should write
the number as two words separated by a
hyphen:
56 fifty-six 47 forty-seven
2. Numbers over 100 are generally written in
figures. If you say them aloud or want to
write them in words rather than figures you
put 'and' in front of the number expressed by
the last two figures. For example:
Eg. 505 five hundred and five
Note:
The British use 'and' before tens and ones but
the Americans usually leave the 'and' out.
Eg. 602 six hundred and two
(AmE: six hundred two)
3. Numbers between 1000 and 1,000,000 is
usually said or written in words as:
1,704 one thousand, seven hundred
and four
(AmE: one thousand, seven hundred
four)
4,365 four thousand, three hundred
and sixty-five
(AmE: four thousand, three hundred
sixty-five)
4. Four-figure numbers ending in 00 can also
be said or written as a number of hundreds.
Eg. 1900 nineteen hundred
5.Expressing millions.
Eg. 2,572,285 two million five
hundred (and) seventy-two thousand
two hundred (and)eighty-five
Note:
AmE: a thousand million = a billion
BrE: a thousand million = milliard.
Note: no final –S after dozen,
hundred, thousand, million and billion
five hundred pounds
seventy thousand years
13 -----19: …………………..teen
20-----90: ……………………ty

Look at the questions. Can you associate them with the proper answers?
- How old are you? - Can you spell your surname?
- What’s your mobile number? - What’s your address?

Write as more names of family members as you can.
Male Female
Male Female
grandfather grandmother

Personal Pronoun Possessive Adjective Possessive Pronoun Translation
I My Mine

EXAMPLES:
This is my book. This book is mine.
That’s his room. It’s his.
That is her notebook. That notebook is hers.
This is our bed not your bed. The bed is ours, not yours.
These are your pens. These pens are yours.
Those are their cars. Those cars are theirs.
Notes: _________________________________________________________________________________
*EXERCISES
1- Whose is that? Insert the correct possessive pronoun for each sentence.
a) It’s our dog. It’s ___________.
b) That’s her cat. It’s ___________.
c) It’s their house. It’s __________.
d) It’s your bike. It’s____________.
e) Is this my passport? Oh, yes, it’s _______________.
f) Mr. Miller this is your car and that one Mr Silver is ____________.
Lucy’s dog or Her dog
O cão da Lúcia ou O cão dela
A. Do the exercise according to the example above. Use the Possessive adjectives
1. John’s car or ____________________
2. My mother’s name or ___________________
3. My parents’ house or ___________________
4. My cat’s name or _____________________
5. My dog and John’s or ____________________
You Your Yours
He His His
She Her Hers
It Its Its
We Our Ours
You Your Yours
They Their Theirs
Attention!

Question words Pronomes interrogativos
What?
How?
Who?
How many?
How much?
How far?
How long?
How often?
Which?
Why?
Whose?
What time?

A. Who are you? Answer to the questions on your notebook
1. What is your name?
2. How old are you?
3. - Where are you from?
4. – Where do you live?
5. Do you have a mobile phone? What is your phone number?
6. What is your marital status? Are you single, married or divorced?
7. Do you have children? How many?
8. Do you have any siblings? How many?
B. Find each word / expression in the squares.
Hello; good morning; how are you; fine, thanks; name; surname; age; address; birthday; mobile phone;
nationality; job; sorry; good bye
H E L L O B O R N G F I T
O N V S V G S Y U O I B H
W A B U G N A M E O N I A
X T H R B F D D S D E R N
A I G N H X D C P X C T K
R O T A N Z R G E Z T H S
E N C M A G E B L M H D T
X A F E M X S N L O A A D
Y L T X O Q S O R R Y Y V
O I U J P A U J Z N K C B
U T M O B I L E D I S F H
S Y K B Y S P H O N E D N
G O O D T B Y E S G E T M

Informative Handout
Present Simple of Verb to have got
(Presente simples do verbo ter)
Affirmative
Affirmative
(Shortened form
and informal)
Conjugação na
afirmativa
I have got I’ve got Eu tenho
Tu tens / Você tem
You have got You’ve got
He has got He’s got Ele tem
She has got She’s got Ela tem
It has got It’s got Ele / ela /isso tem
We have got We’ve got Nós temos
You have got You’ve got Vós tendes / vocês têm
They have got They’ve got Eles / Elas têm
Negative
Negative
(Shortened form
and informal)
I have not got I haven’t got Eu não tenho
Tu não tens / Você não tem
You have not got You haven’t got
He has not got He hasn’t got Ele não tem
She has not She hasn´t got Ela não tem
It has not got It hasn´t got Ele / ela /isso não tem
We have not We haven’t got Nós não temos
You have not got You haven’t got Vós não tendes / Vocês não têm
They have not got They haven’t got Eles/ Elas não têm
Interrogative form Conjugação na interrogativa
Have I got? Eu tenho?
Tu tens? / Você tem?
Have you got?
Has he got? Ele tem?
Has he got? Ela tem?
Has it got? Ele / ela /isso tem ?
Have we got? Nós temos?
Have you got ? Vós tendes?Vocês têm?
Have they got? Eles / Elas têm?
Affirmative
Conjugação na afirmativa
I have Eu tenho

You have Tu tens / Você tem
He has Ele tem
She has Ela tem
It has Ele / ela /isso tem
We have Nós temos
You have Vós tendes / vocês têm
They have Eles / Elas têm
Negative
I don’t have Eu não tenho
You don’t have Tu não tens / Você não tem
He doesn’t have Ele não tem
She doesn’t have Ela não tem
It doesn’t have Ele / ela /isso não tem
We don’t have Nós não temos
You don’t have Vós tendes / vocês não têm
They don’t have Eles / Elas não têm
Attention!
Besides this verb you also have the verb have to (ter de)!
Ex: I have to do my homework. (Tenho de fazer o meu t.p.c)
Interrogative form Conjugação na interrogativa
Do I have? Eu tenho?
Tu tens? / Você tem?
Do you have?
Does he have? Ele tem?
Does she have? Ela tem?
Does it have? Ele / ela /isso tem ?
Do we have? Nós temos?
Do you have? Vós tendes? Vocês têm?
Do they have? Eles / Elas têm?

EXERCISES WITH HAVE
A: Complete with: have or has
1. Alma and Avia have long hair.
2. I _________ two cats.
3. Avishag __________ a lot of friends.
4. My friend and I __________ money for pizza.
5. Ben ______________ glasses.
6. My dog _______________ puppies.
7. You ____________ a nice smile.
9. Gili and I _______________ a lot of homework.
10. You and your friend _______ piano lessons.
B: Write negative sentences.(use a pronoun)
1. Gilad and Uri have green hair .
They don’t have green hair.. .
2. Liza has curly hair.
____________________________________________________
3. Ron has a million dollars.
____________________________________________________
4. Dor and I have long hair.
___________________________________________________
5. I have big ears.
____________________________________________________
C. Make questions.
1. you / big feet / ?
Do you have big feet? .
.2. a small nose / ?
___________________________________________________________________
3. you and your sister / a bike/ ?
____________________________________________________________________
4. the dog / three eyes / ?
____________________________________________________________________
5. my friend and I / homework?
____________________________________________________________________

Present Simple: To Be or To Have
I _______ a boy.
I _______ a dog.
I _______ a girl.
I _______ a cat.
I _______ a cat.
I _______ food.
I _______ a dog.
D. Write: am, is, are, have, or has.
. I _________ one brother.
. He ________ 16 years old.
. We ________ a cat.
. It _________ five legs.
. We ________ English every week.
. Our teacher _________ very nice.
. Her name _______ Marion.
. She thinks our class _______ the best.
. We ________ a lot of homework.
0. The homework ______ difficult.
1. I _______ happy we study English.
2. English _______ an important language.
3. My friends and I _____ good students.
4. We ______ always quiet in class.
E. Make negative sentences
(use: am/is/are not, or: don’t/doesn’t have)
1. You _______________ 66 years old.
2. We _______________ English every day.
3. Gili _________________ four legs.
4. Your teacher _______________ rich.
5. They _____________ a birthday today.
6. Grandmother ______________ teeth.
7. I _____________ a bike.
8. Benno’s hair __________ black.
9. Yasmin and I ____________ horses
10. His eyes ___________ very good.
11. He ________ a good driver.
12. Maya and Maya ___________ from Spain.
13. Avigail’s house____________ a pool.
14. I _________ not hungry.

English
Portuguese
Pen Esferográfica, caneta
Pencil sharpener Lápis e afia-lápis
Notebook / Notepad Caderno
Rubber / eraser Borracha
Ruler Régua
Folder Dossier
Dictionary Dicionário
Board, marker, wiper Quadro, marcador e apagador
Door Porta
Table Mesa
Chair Cadeira
Desk Secretária
Cupboard Armário
Window Janela
Pencil case Estojo
Satchel / rucksack Mochila
Sellotape Fita cola
Glue Cola
Computer Computador
Screen Ecran
Keyboard Teclado
Mouse Rato
Mouse pad Tapete de rato
Printer Impressora
X-rox Fotocopiadora
Lamp Candeeiro
Waste bin Cesto do lixo
Stapler Agrafador
Hole Punch Furador
Timetable /Schedule Horário
Map Mapa

1.
Complete the questions with: this, that, these or those.

2. How much are_______ mugs? 3. How much is ________ T-Shirt?
4. How much are 5. How much is________ doll? 6. How much are_________ watches?
________tothbrushes?
Grammar Exercises
1. Rewrite the senteces in the negative forms.
1. This is a book.  This isn’t a book.
2. We are Portuguese.  _____________________________________________.
3. They are French.  _____________________________________________.
4. This is a wiper.  _____________________________________________.
5. These are books.  _____________________________________________.
6. I have a pen. _________________________________________________.
7. She has a hole punch. _________________________________________.
8. We have folders. ______________________________________________.
2. Translate the following sentences.
1. Isto não é uma caneta  _____________________________________________.
2. Nós não temos lápis.  _________________________________________.
3. Eles têm borracha? __________________________________________.
4. Este lápis é teu?  _____________________________________________.
5. Este é o teu livro? - ______________________________________________.
6. Quanto são aqueles relógios?  _____________________________________________.
7. Isto é um furador?  _____________________________________________.
8. Aqueles livros não são bons.  _____________________________________________.

For you to understand texts better it is important to organize your vocabulary, so fill in
the glossary related to business and sales (vendas).
English Portuguese
Boss - bosses Patrão
Businessman- businessmen Homem de negócios
Clerk (s) Funcionário
Client(s) Cliente
Customer (s) Cliente
Factory - Factories Fábricas
Guest(s) Hóspede / cliente (restaurante) / convidado
Manager(s) Gerente
Manufacturer(s) Fabricante / produtor
Out-of stock Sem stock
Producer (s) Produtor
Sales assistant(s) Assistente de vendas
Sales director(s) Diretor de vendas
Sales representative(s) Representante de vendas
Shop assistant(s) Assistente de lojas
Stock
Supplier(s) Fornecedor
Employer(s Patrão / empregador
Employee(s) Empregado

Sales verbs
English Portuguese
Acquire Adquirir /obter
Be satisfied Estar /ficar satisfeito
Buy Comprar
Complain Reclamar
Cost Custar / custo
Export Exportar
Import Importar
Like Gostar
Make a discount Fazer um desconto
Order Encomendar / fazer o pedido
Pay Pagar
Purchase Comprar / compra
Refund Reembolsar
Return Devolver
Sell Vender
Want Querer
1. Write correct sentences in the present simple.
a) Our / sell/ shop/ usually/ well / at Christmas time.
______________________________________________________________________________
b) We /products/ from/ never/ China /import
_______________________________________________________________________________
c) The / complain/ clients/ sometimes/ about / products/ the
_______________________________________________________________________________
d) John / buy/ usually/ his groceries/ at LIDL
_______________________________________________________________________________
e) Satisfied/ customers/ be/ our/always
_______________________________________________________________________________
2. Now rewrite the following sentences in the negative and interrogative forms.
a) They buy quality products at our shop.
Negative: _______________________________________________________________________________
Interrogative: ____________________________________________________________________________
b) Our boss orders products from Italy.
Negative: _______________________________________________________________________________

Interrogative: ____________________________________________________________________________
c) We only acquire excellent national goods.
Negative: _______________________________________________________________________________
Interrogative: ____________________________________________________________________________
A day in the life of a Shop Assistant
Muna is a Shop Assistant. She works in a clothes shop in the Westfield
Centre in Derby. She works five days a week. Muna starts work at
9:00am and finishes at 6:00pm. She has one day off in the week and
one day off at the weekend.
In the morning she serves customers on the till. It is important to make
sure she gives customers the correct change. She works for about
three hours before she goes for lunch.
Then she helps customers with any problems on the shop floor. She
always smiles and talks to customers in a polite way. The shop is busy and she stands on her feet all day and her
legs get very tired.
She enjoys her job. She loves to meet different people and enjoys a busy day, but she also likes her hobbies. In
her free times she goes swimming and running and she likes to watch TV on the weekends.
Answer the questions
1) Where does Muna work?
___________________________________________________________________________________________
2) How many hours a day does she work?
___________________________________________________________________________________________
3) What does she do at work?
___________________________________________________________________________________________
4) Why does she like her job?
___________________________________________________________________________________________
5) Which are her hobbies?
___________________________________________________________________________________________
___________________________________________________________________________________________
6) Give examples of other hobbies and tell what you like to do.
___________________________________________________________________________________________
___________________________________________________________________________________________
___________________________________________________________________________________________
TELLING THE TIME
ASKING FOR THE TIME:
What time is it? It’s…
Please, tell me the time. It’s…

Can you tell me the time? Yes. It’s…
Can you tell me what time it is? Sure. It’s
Could you tell me what time it is? Of course. It’s …
Do you know what time it is? Yeah. It’s…
LET’S REMEMBER:
MINUTE HAND HOUR HAND
THERE ARE TWO WAYS FOR TELLING THE TIME:
THE INFORMAL WAY & THE FORMAL WAY
In the formal way, whenever the minute hand places at 12 – 3 – 6 – 9, we will say…
O’ CLOCK
A QUARTER TO A QUARTER PAST/AFTER
HALF PAST / AFTER
THE INFORMAL WAY THE FORMAL WAY
(Literally) (First minutes then the hour)
8:00 It’s eight o’clock. It’s eight o’clock.
8:05 It’s eight oh five. It’s five past eight.
8:15 It’s eight fifteen. It’s a quarter past eight.
8:30 It’s eight thirty. It’s half past eight.
8:45 It’s eight forty five. It’s a quarter to nine.
8:50 It’s eight fifty. It’s ten to nine.
We can also say:
12:00pm It’s twelve o’ clock. It’s noon. It’s midday.
12:00am It’s twelve o’clock It’s midnight.
5:00am It’s five o’clock in the morning.
5:00pm It’s five o’clock in the afternoon.
8:00pm It’s eight o’clock in the evening.

EXERCISES:
1. LOOK AT THE CHART. WRITE IN NUMERALS THE TIME:
2. WHAT TIME IS IT? WRITE THE TIME IN LETTERS:
a. 4:50 ______________________ ______________________________
b. 6:08 ______________________ ______________________________
c. 11: 55 ______________________ ______________________________
d. 3:30 ______________________ ______________________________
e. 1: 15 ______________________ ______________________________
f. 5:54 ______________________ ______________________________
g. 12:15 ______________________ ______________________________
h. 3:35 ______________________ ______________________________
i. 9:25 ______________________ ______________________________
j. 10:40 ______________________ ______________________________
k. 7:45 ______________________ ______________________________
3. CHOOSE THE CORRECT ANSWER.
1. It’s ten to eleven.
a. 10:11 b. 11:10 c. 10:50
2. It’s a quarter after eight.
a. 8:45 b. 8:15 c. 7:45
3. It’s five to five.
a. 5:05 b. 4:55 c. 5: 55
4. It’s two to one.
a. 12:58 b. 1:58 c. 2:01
4. WHAT TIME DOES THE SHOP CLOSE?
a) in 7. P.m b) on 7 p.m. c) at 7p.m
Remember: at +time
How to write and read dates
Days of the week
It is five to one. : It is seven oh eight. :
It is eleven twenty two. : It is ten o’clock :
It is a quarter past eleven. : It is eleven to four. :
It is half past nine. : It is nine thirty. :
It is a quarter to three. : It is ten past five. :

Monday - Tuesday - Wednesday - Thursday - Friday - Saturday - Sunday
Months
January February March April May June
July August September October November December
Remember : days and months always begin with a Capital Letter. Example: Monday monday
Ordinal numbers: most ordinal numbers are formed by adding -th to the cardinal number.
Example: seven seventh
BUT there are exceptions! Have a look at the list below and complete.
1st
……… first
2nd
……... second
3rd
……... third
4th
……... fourth
5th
……… fifth
6th
……… sixth
7th
……… seventh
8th
……… eighth
9th
……… ninth
10th
……... tenth
11th
………eleventh *
12th
……… twelfth *
13 ……… thirteenth *
14 …….. fourteenth
15 …….. fifteenth
16 ……. sixteenth
17 …….. seventeenth
18 …….. eighteenth
19 …….. nineteenth
20th
…….. twentieth
21st
…….. twenty first
22nd
…….. twenty second
23rd
…….. twenty third
24th
…….. twenty fourth
25 …….. twenty fifth
26 …….. twenty sixth
27 …….. twenty seventh
28 ……. twenty eighth
29 ……. twenty ninth
30 ……. thirtieth
31 …….. thirty first

Careful! Numbers 11 / 12 / 13 add *th, even though they end in 1 , 2
and 3 !!
How to ask for the date.
What’s the date today? What day is it today? What is today´s date?
How to write and read the date.
As a general rule: British English day + month
American English month + day
British English
You write: You read/ say:
 7th May (the seventh of May)
 Tuesday 7th May (Tuesday the seventh of May)
 Tuesday 7th May 2006 (Tuesday the seventh of May, two
thousand and six)
How to read the years
1.997 = nineteen ninety seven (we read the year as separate chunks)
2014 = twenty fourteen (we read it as chunks from 2.010 upwards)
2.000 = two thousand
2.007 = two thousand seven / two thousand and seven / two thousand oh seven
Practice: write down the dates in the way you would read them.
1) 2ªfª, 29 / 07 / 1995 5) 3ªfª, 01 / 04 / 1994
2) 4ªfª, 02 / 01 / 2009 6) 5ªfª, 11 / 11 / 2003
3) 6ªfª, 13 / 08 / 1999 7) 6ªfª, 31 / 03 / 1975
4) Sábado, 3 / 12 / 2001 8) 12 / 10 / 2016

INFORMATIVE HANDOUT
MODAL VERBS have special characteristics:
 they are followed by bare infinitive (infinitive without to);
 no –s on the 3rd
person singular;
 no –ing form;
 no auxiliaries in the interrogative and negative forms.
Modal Verb Function Substituing verb
Can
Can’t=
Cannot
Could/
Couldn’t
·ability - John can speak English, but he can't speak
Spanish.
·ability (in the past) - My mother could swim when she was
younger.
·possibility - I can learn English.
·permission - Can I smoke in the room?
·offer - Can I help you, madam?
·request - Could you bring me a cup of tea, please?
·To be able to
·To be capable of
·To be (im)possible to
·To be allowed to
May/
May not
Might ·permission (politeness) - May I open the window, please?
·possibility - The chauffeur may be in the car.
Susan may not come tomorrow.
You might participate in the contest.
·probability - It might rain.
·To be allowed to
·To be likely to
·To be probable to
·Perhaps… will
Will
Won’t
Would/
wouldn’t
·requests (more polite) - Would you mind closing the door?
·determination/intention - I will pass the exam.
·To want
·To desire
·To be determined to
Shall /
Shan’t
Should/
Shouldn’t
·offer - Shall I open the door for you?
·suggestion - Shall we go to the cinema?
·advice - You should eat more vegetables.
·duty/moral obligation - Children should listen to their
parents.
·Do you want…?
·Let’s
·To have to (morally)
·To be the (moral) duty
·To be better
·… would better…
Must / · obligation/duty - You must do your homework, whether you
want to or not.
·deduction - He has a great car. He must earn a lot of
money.
·necessity - You must go to the doctor if you can't see well.
·To have to
·To be obliged to
·To have the obligation
·To be certain
Mustn't ·prohibition - You mustn't cross the road when the red light
is on.
·To be forbidden
·To be prohibited
Ought to ·recommendation/moral obligation - You ought to study
more.
·To have to
Need/
/Needn’t
·(absence of) obligation/necessity - You needn’t run. It’s
still early.
·To be necessary
·Don’t need to
·Don’t have to
Informative handout: Modal Verbs
Can we meet at 4?

Match the words from the first column with the corresponding shop:
1. Cakes, bread
2. rings, watches, necklaces
3. beds, chairs, armchairs
4. stamps, envelopes
5. newspapers, magazines,
comics
6. roses, carnations,lilyes
7. wine, gin
8. cheese, butter,
9. drugs, medicines, cosmetics
10. meat
11. cigarettes, matches
12. fish
13. clean clothes
14. sandwiches, drinks
15. get money, cash a cheque
16. to book a vacation
17. books
18. tools
19. clothes
20.glasses, sun glasses
1. chemist’s
2. dry-cleaner’s
3. baker’s
4. furniture shop
5. butcher’s
6. greengrocer’s
7. café
8. jeweller’s
9. travel agency
10. florist’s
11. post office
12. boutique
13. optician’s
14. shoes shop
15. bank
16. newsagent’s
17. grocer’s
18. fishmonger’s
19. tobacconist’s
20.supermarket
Put the right word:
1. Go to the …………….and buy a nice bouquet of roses for Gina’s birthday.
2. I feel like eating some fish. I go to the …………………………..to buy some.
3. All her clothes are dirty. I don’t know why she doesn’t go to the…………,….
4. Then…we’ll meet at the ………………….and we can talk and drink a coffee.
5. They wanted to buy that car, so they went to the……………….to take the money.
6. My kid reads a lot of comics. I always go to the ………………………to buy them.
7. This year we go in Italy to spend our summer holyday. Tomorrow we go to
the………….to see some offers.
8. I got this terrible cold. Please go to the ……………..and buy some aspirins.
9. Tonight we cook a great steak. We went to the ………………………and bought some
pork.
10. I proposed Mary to be my wife. Today I go to the ………………………and buy the
ring.

Look at this town! Use the words in the boxes to fill in the gaps.

Answer these questions: IN THIS TOWN…. WHERE CAN YOU….?
Where can you buy aspirins?
Where can you pray?
Where can you buy some flowers?
Where can you post letters?
Where can you learn and study?
Where can you cross the street?
Where can you get fruit and vegetables?
And meat?
What about bread?
Where can you get a bus?
Where can you buy a dress?
Write T if the sentence is true or F if it is false. (Correct the false ones)
There is a bookshop between the clothes shop and the chemist’s. (…..)
There are plants outside the florist’s. (…..)
There’s a letterbox in front of the bookshop. (…..)
There is a greengrocer next to the post office. (…..)
It’s nearly three o’clock. (…..)
The postman is carrying four envelopes in his hand. (…..)
The double-decker bus is yellow.. (…..)
There is a couple waiting for the taxis. (…..)
The telephoe box is near the school. (…..)
IS THERE…? / ARE THERE…? (Give answers as regards this town)
Is there a letterbox near the school?
Is there a bus stop near the school?
Are there people in the post office?
Are there cars in the street?
Is there a cinema in this town?
Is there a butcher next to the baker?
Are there any vegetables outside the greengrocer?
Is there a station?

You can work on some prepositions
May be this can help you too!!!
9 15
12 10 3
8 22 2
19 5 11
6 16 1
13 17 4
18 7 14
12 21 20
SHOPPING AROUND TOWN
NEAR/ NEXT TO BEHIND BETWEEN
IN FRONT OF OVER IN ON UNDER

This is a map of your town. You live on Oxford Street, just after the hotel. Today is Saturday and
you have a very busy timetable:
Where will you go to…. (give the name of the place)
… do the shopping?
………………………………………
… send letters?
………………………………..………….
… buy tennis balls?
………………………………………
… buy the new “Harry Potter”?
………………………….
… visit Janice?
……………………………………………
… watch the film?
………………………………………..
Where is… (use prepositions of place)
the supermarket? ……………………………………
the post office? ……………………………………
the sports shop? ……………………………………
the bookshop? ………………………………………
the cinema? ………………………………………..
Now give the directions to go from one shop on your list to the other:
1  2: ………………………………………………………………………………………………………...
2  3: ………………………………………………………………………………………………………...
3  4: ………………………………………………………………………………………………………...
1. do the shopping
2. go to the bank on Brook Street
3. send letters
4. buy tennis balls
5. have a drink with John at the pub
near the Italian restaurant
6. buy the new “Harry Potter”
7. have lunch at the Indian restaurant
8. go to the park
9. visit Janice who is sick
10. watch the new film with Brad Pitt

A- Read the text carefully.
Going shopping
Mrs Smith is going shopping with her son. They are looking for a present for Mr Smith's birthday. Mrs
Smith wants to buy him a new camera and Tom wants to buy him a jumper.
They drive to the department store on the high street. Mrs Smith uses the escalator to go to the
Electrical Department on the third floor and Tom takes the stairs up to the Men's Clothing
Department on the first floor.
When she gets to the Electrical Department she finds that cameras are sold in the Photography
Department on the ground floor. She takes the elevator down and asks the sales assistant there for
some help. She doesn't know much about cameras and needs some advice. He recommends an
automatic camera by Olympus, but it is too expensive. She asks him if he has anything a little cheaper
and he tells her about a special offer on the Pentax range. It still seems expensive so she thanks the
assistant and decides to shop around first.
Meanwhile, Tom is looking at the jumpers. He only has £10 to spend so he can't afford most of them.
He sees his mother and they decide to go to the smaller shops round the corner.
B – Now answer the questions on the text you’ve just read
1. What department does Mrs Smith go to first?
A The Electrical Department.
B The Photography Department.
C The Men's Clothing Department
2. Where are the cameras sold?
A The Men's Clothing Department.
B The Electrical Department
C The Photography Department
3. Do they walk to the shops?
A Yes
B No
4. What department does Tom go to?
A The Women's Clothing Department.
B The Photography Department.
C The Men's Clothing Deparment
5. Can Mrs Smith afford the Olympus camera?
A No
B Yes
6. Mrs Smith went into town alone.

A False
B True
7. Were they were looking for a Christmas present?
A No
B Yes
8. How much does Tom have to spend?
A £10
B £15
C £20
9. Where do Mrs Smith and Tom go after the department store?
A To the shops round the corner.
B To the supermarket round the corner.
C To the bakery round the corner.
10. How does Mrs Smith get around the store?
A She walks up and down the stairs.
B She takes the escalator up and the elevator down.
C She walks up the stairs and takes the elevator down.
D She takes the elevator up and the escalator down.
Present Continuous
Affirmative
Long form Short form
I am walking I’m walking
You are walking You’re walking
He is walking He’s walking
She is walking She’s walking
It is walking It’s walking
We are walking We’re walking
You are walking You’re walking
They are walking They’re walking
Negative
Long form Short form
I am not walking I’m not walking
You are not walking You aren’t walking
He is not walking He isn’t walking
She is not walking She isn’t walking
It is not walking It isn’t walking
We are not walking We aren’t walking
You are not walking You aren’t walking
They are not walking They aren’t walking
Interrogative
Am I walking?
Are you walking?
Is he walking?
Is she walking?
Is it walking?
Are we walking?
Are you walking?
Are they walking?

1 – Write the numbers in the correct picture.
1. raincoat
2. gloves
3. belt
4. trousers
5. skirt

2 - Write the appropriate word in the gaps.
Example: scarf gloves swimsuit coat (the swimsuit is for the summer)
a)☐ top ☐ skirt ☐ trousers ☐ shorts b) ☐ watch ☐ trainers ☐ slippers ☐ high-heeled shoes
c) ☐ cap ☐ handbag ☐ hat ☐ hair net d) ☐ top ☐ T-shirt ☐ blouse ☐tracksuit bottoms
e) ☐ raincoat ☐ coat ☐ jacket ☐ socks f) ☐ boots ☐ necklace ☐ earrings ☐ bracelet
Read and role-play the dialogue.
tracksuit vest high-heeled shoes cap
pyjamas scarf swimsuit socks
1) I usually wear my ______________when I practice sport. 2) My mum always puts on her
_______________ when she goes to a party. 3) We wear our _____________ when we go to bed. 4) I
never go out without a __________ under my sweater in winter. 5) Do you use a ____________ to keep
your neck warm? 6) Every summer, I put on my __________and I go to the swimming-pool. 7) We
usually wear __________ with our shoes.

Clerk: Hello, do you need some help?
Customer: Yes please. I’m looking for a pair of jeans.
Clerk: What color?
Customer: Blue.
Clerk: What size do you need?
Customer: 10.
Clerk: Here you go. They are 10.
Customer: How much do they cost?
Clerk: $25.00.
Customer: That’s fine. Where are the fitting rooms?
Clerk: Over there. Beside the stairs.
Customer: Thank you…….
LATER. The customer is back
Customer: They fit just fine. I would like to buy them.
Clerk: Good. That would be $25.00.
Customer: Here.
Clerk: Thank you for shopping with us. Have a nice day.
Customer: Thank you, you too.
Write down important expressions to buy clothes:

PHRASES USED BY A CUSTOMER
 Have you … on sale?
 How much is this?
 How much does it cost?
 What is the price of…?
 When does the department store open (close)?
 How long do they keep open on Sundays?
 This is the first rate shop.
 Where can one buy … ?
 Please tell me how to get to the … department?
 Let’s go over the counter.
 Do you sell … ?
 Where can I receive my purchases?
 It does not suit me.
 Wrap it, please!
 I would like to have it tied up.
 I’d like to try it on.
 It’s to loud (tight, long).
 It fits me well.
 I’m sorry but it isn’t what I want.
 I prefer…. to …
 I have chosen this one.
 I leave it to your choice.
PHRASES USED BY A SHOP-ASSISTANT
 What can I do for you?
 Can I be of assistance?
 What size do you take in shoes (suit)?
 It’s in (out of) fashion.
 It’s the latest fashion.
 It suits you perfectly.
 What do you wish to buy?
 Anything else you’d like?
 Will this colour suit you?
 This is in great demand now.

1. Listen to the dialogue and fill in the blanks.

EXERCISES
1- Complete these two dialogues with the words provided.
Bought // fit // too small // take it back // Shops // pick up // try it on // wear // store //
Here we have two conversations. The first is between Mrs Smith and her younger son John at
the shops. The second is between Mrs Smith and a shop assistant.
It's Saturday morning and Mrs. Smith is going shopping.
Mrs S: John, I'm going to the_____1_______. Is there anything you want?
John: Yes please! Can you ______2______my magazine from the newsagents?
Mrs S: Of course. Do you want to come with me?
John: No way, I'm going round to Mike's house, sorry.
Mrs S: No problem. I'll be about an hour, be home by 5 o'clock at the latest.
John: O.K. I'll see you later.
A bit later......
Mrs S: John are you home?
John Yes mum, I'm up stairs.
Mrs S: Come down here, I _____3_____you a new Nike T-shirt, I want you to_____4_____.
John Nike? Great I'm coming!
A few minutes later.....
Mrs S: Well, does it_____5_______?
John I think it's a bit ________6_________
Mrs S: Let's have a look. Hmmm, I think you've grown again!
John I can't ______7______it though.
Mrs S: Do you like it?
John Yeah, it's a nice colour.
Mrs S: I'll ______8________to the ______9_______and see if I can change it.

(Remember: Mrs Smith had bought a nice new T-shirt for John, but when he tried it
on it didn't fit.)
Help // refund // check // extra large // purchase too small // change // customer
service desk // receipt
It's Saturday evening and Mrs Smith has to return the T-shirt.
Mrs S: Excuse me, can you _____1_____me?
Shop
Assistant
Yes of course, what can I do for you?
Mrs S: I bought this T-shirt for my son this afternoon, but it doesn't fit him, it's _______2_______
Shop
Assistant
Do you want to change it or get a ______3______?
Mrs S: I'd like to _____4______it for a larger size. Do you have these in large?
Shop
Assistant
I'll just_______5______. Let's see, yes we have large or______6_______, which would you
prefer?
Mrs S: I think large will be fine, it's for my son.
Shop
Assistant
That's fine, if it doesn't fit just bring it back again. If you take it to
the__________7____________, they'll sort it all out for you.
Mrs S: Thank you. Just as a matter of interest, do you give refunds?
Shop
Assistant
Yes, of course. You can bring any clothing items back up to three weeks
after_______8_______, but you must keep the______9_______.
Mrs S: I see…., Thanks again.
Shop
Assistant:
You're welcome.

2- Now build up your own dialogue.
This time you’re at a shoes store.
_______________

CUSTOMER CARE – AT THE SUPERMARKET…
Here you have some useful phrases for supermarket shopping.
Read the customer’s questions and match them with the assistant’s answers.
Finding your way about… Telling the way about…
Excuse me... Do you have any trolleys baskets? They're in aisle 12, next to the fresh fruit.
Where can I find fresh vegetables? Yes. It's over there. Can you see?
Do you have a frozen fish section? They're by the entrance.
Asking about products Answering about products
Do you have any fresh tomatoes I'm sorry. We've sold out.
Why isn't there any toothpaste here? I'm not sure. Wait a moment and I’ll have a
look in the storeroom.
Asking for help Offering help/Explaining
Could you recommend a good red wine? Try the supermarket brand. It washes very well.
What's the difference between these two
types of coffee?
What about this one? It's on special offer.
Which is the best washing powder for
everyday use?
This one is much stronger, for espresso.
At the checkout At the checkout
Could I pay here? I've only got 3 items. Yes. But this till is cash only.
Could you check the price on this? Yes. The second one is free.
Is this 'buy one, get one free'? Yes, of course. It's £1.15.
Paying Receiving the payment
How much is that? Is there? Let me see.
Can I pay by credit card/cash/cheque? Yes, of course.
I think there's a mistake on the receipt. That's £43.52, please.
After paying After paying
Where's the nearest bus stop? Yes. It's by the entrance.
How can I apply for a store card? Just across the street, opposite the store.
Do you have a toilet in the store? Fill in this form and bring it back next time you
are here.
First Conditional
Form: If + present, will
Use: Probable future events

Choose the correct options:
Complete the special offers:
1. If you upgrade …………………………………………………………..…………………………..
2. If you’re not satisfied ………………………………………………..…..…………………………
3. If you buy a bike today ………………………………………….……………………………….
4. …………………………………………………………….……you won’t be disappointed.
5. ……………………………………………………..……………we’ll give you one free.
Complaints are never a happy occasion, particularly if you are trying to keep a client or customer
happy and you are struggling with the language.
If we see any sun in the
UK this weekend, I’ll be
very surprised.
If you like/ will like our cars you love/
‘ll love our prices.
You don’t/ won’t regret it if you choose/
‘ll choose one of our fabulous cars.
If you ‘ll opt for/ opt for our monthly payment
plan you won’t pay / ‘ll pay anything until
September.
If you ‘ll buy / buy today we ‘ll give /
give you a five percent discount.
If you find / ‘ll find a cheaper deal
elsewhere I ‘ll eat /I eat my tie.
We ‘ll pay / pay you a fair price if you trade/
‘ll trade in your old car.

It is important to remember that responding to a complaint always has FOUR parts:
Apologize for the problem – no matter if you created it or not – no matter whether the issue is true or not.
What you are apologizing for is the fact that a customer is unhappy. That’s not good for business.
Ask for the specifics of the problem – what happened or what went wrong.
Say that you will take action [and take it!], and
Check back with the customer later to make sure the problem was resolved to their satisfaction.
Review the three parts of responses below:
1. Apologizing:
I’m sorry . . . I’m sorry to hear that . . .
I apologize . . .
I apologize for the problem . . .
I apologize for the inconvenience . . .
My apologies . . .
2. Ask for Specifics
Please tell me exactly what the problem is!
Please tell me exactly what happened!
3. Take Action
I will send someone to take care of it.
We will send the correct order tomorrow.
Let me check with the shippers and see what happened.
I don’t know what happened, but I will get back with you later today
Let me straighten this out and I will get back to you today with the
solution.
4. Check back – after the situation has been corrected
Ms. Chen, did everything work out to your satisfaction?
Mr. Wozniak, I wanted to see if the problem has been resolved to your
satisfaction.
Did everything work out okay?
Did you get what you needed/wanted?

Practice the two dialogues below with a partner. Be sure to exchange roles so that are both the person with
a complaint and the person responding to the complaint.
Dialogue 1 – The missing parts . . .
A: Hello Mr. Chen, may I help you?
B: Yes, I ordered spare parts for my generator, but you sent the wrong parts.
A; Oh no! Can you tell me exactly what parts you ordered and what you got?
B: Yes, I ordered two of part number B235C, but I got two B235Ds instead! They won’t fit
my generator.
A: I’m very sorry, let me check and see if we have the correct parts here right now and if
we do, I can have someone deliver them this afternoon. Would that be okay?
B: Yes, please – the sooner I have the parts the better.
Later . . . .
A: Hello Mr. Chen, did you get the correct parts I sent over ? Are they exactly what you
needed?
B: Yes, they just arrived. Thank you.
A: My pleasure Mr. Chen, again, sorry for the inconvenience.
Dialogue 2 – Shoddy service . . .
A: Hello, Anderson Pool Service, may I help you?
B: Yes this is Dolly McBride, someone was supposed to clean my swimming pool today.
No one came.
A: I’m sorry Ms. McBride, let me check the schedule and see what went wrong. Can I
send someone over first thing tomorrow morning?
B: Yes, that would be okay.
Tomorrow . . .
A: Hello Ms. McBride?
B: Yes?
A: Did the pool cleaner get over there okay this morning?
B: Yes, everything is fine now. Thank you.
A: Thank you, Ms. McBride – and again – my apologies for the mix-up* yesterday.
* mix-up means confusion or problem

Read the telephone conversation and find the missing words from those in the box.
Hank Weston Good morning. The After Sales service please.
Anthony Perez Perez, After Sales.
Anthony Perez What ............................. to be the problem?
Anthony Perez Could I have the order number, please?
Hank Weston Yes, It’s F345/01 of 2 March
Anthony Perez OK. I have the ............................. here. It must be a packaging error for
the components. Please accept our ................................. We’ll send
you the right one immediately.
Hank Weston OK. It’s very inconvenient but I suppose we’ll .................................... to
manage. And what are you going to do about the D70?
Anthony Perez We’ll send you our .................................... this afternoon.
Hank Weston I’d prefer a replacement.
Anthony Perez OK. I’ll see if we have one in .......................... (He looks on the
computer) Yes, we do. We’ll .................................... it today. You’ll
have it for the day ......................................
tomorrow. Is that OK?
Hank Weston (Rather annoyed) Well, I suppose it’ll have to be.
Anthony Perez I’m very sorry for the ......................................... caused. I assure you it
won’t happen again.
Hank Weston Well, I’ve never had ........................... with Twiney’s before.
Anthony Perez And you won’t ................................! Goodbye Mr. Weston.
Hank Weston Goodbye!
speaking technician problems details Moment
apologies again help have Seems
after inconvenience work despatch Stock
Now practice the dialogue with your partner, don’t forget to be angry Hank!
Activity 1
Work with a partner making and responding to the complaints in the table below. Use the dialogs
above.
Receptionist Twiney Industries. Can I ............................ you?
Receptionist One ................................... please.
Hank Weston Good morning. This is Mr Weston of Resistatex
......................................... I have a complaint to make about the order I
received this morning.
Hank Weston Well instead of 2 x 3cm components; you sent me 3 x 2cm
components and the D70 motor you sent doesn’t .................................!

Name of Caller with Problem:
Sumida Jobes
Calling to: Panasonic
Problem: Ordered 20 DVD Recorders,
got only 10.
Richard Canalez
Calling to: Fire Stoppers, Inc.
Problem: Bought a fire extinguisher, but it
doesn’t work.
Wendy Morales
Calling to: Windy City Toyota
Problem: Had her car painted last
week at Toyota, but the paint is
already starting to come off.
Bob White
Calling to: Dog Sitters 4U
Problem: Scheduled dog sitter for 2 p.m.
today – no one came. Need a dog sitter right
now!

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