Lead This person is a possible future customer. The chances of this are high and the company may already be in contact with them. Prospect

Review 2

Exercise 1

1. 
   This person is a possible future customer. The chances of this are low, but the company still contacts them. Lead
   
2. 
   This person is a possible future customer. The chances of this are high and the company may already be in contact with them. Prospect
   
3. 
   This person goes into a store and buys something. They are the end user. Consumer
   
4. 
   This person buys something at any point in the chain. They may be a manufacturer buying from a supplier, a distributor buying from a manufacturer or the end user buying from a store. Customer
   
5. 
   This person becomes a new customer because an existing customer recommends them. Referral
   

Exercise 2

1. 
   Pleasure that people get when they buy things from you ̶ customer satisfaction.
   
2. 
   Send a product by air, sea or road ̶ ship a product.
   
3. 
   Time that the goods arrive at a place ̶ delivery date.
   
4. 
   Take the right action when the customer says there is a problem ̶ deal with complaints properly.
   
5. 
   Something that is not working or is broken ̶ a faulty product.
   
6. 
   Say sorry ̶ apologize.
   
7. 
   Change the product for a new one ̶ exchange the product.
   
8. 
   Give them their money back ̶ give a refund.
   
9. 
   Give help with complicated things like computers ̶ provide technical support.
   
10. 
    Press the buttons on your phone ̶ dial the number.
    
11. 
    Call them again later ̶ get back to them.
    
12. 
    Finish talking to them ̶ hang up.
    
13. 
    Reach the person you want to speak to ̶ get through.
    
14. 
    Phone you back ̶ return your call.
    

Exercise 3

1. 
   A
   
2. 
   D
   
3. 
   E
   
4. 
   C
   
5. 
   B
   

Exercise 4

1. 
   D
   
2. 
   H
   
3. 
   F
   
4. 
   J
   
5. 
   B
   
6. 
   I
   
7. 
   C
   
8. 
   G
   
9. 
   E
   
10. 
    A
    

Exercise 5

1. 
   Thank you for bringing this complain to our attention.
   
2. 
   Please accept our sincere apologies for this error.
   
3. 
   Unfortunately, we are having some technical problems.
   
4. 
   We are working to resolve this problem.
   
5. 
   We would be grateful if you could phone us as soon as possible.
   
6. 
   Please feel free to contact me again if you have any other questions.
   
7. 
   I am writing to complain about damage to our hotel by the rock group Einstein. In addition, guests said there was shouting late at night.
   
8. 
   This behaviour is completely unacceptable.