Part reading Task 8 points

Part 4 Speaking

5 points

A
How can you keep your customers and get repeat business?

• 
  give customers what they need
  
• 
  be like your customers
  

B
What is important when dealing with customers on the phone?

• 
  being prepared
  
• 
  listening
  

C
Describe a time when you had to make a complaint about a product or service.

• 
  problem
  
• 
  solution
  

Prepare a one-minute presentation on one of these topics. You have one minute to prepare your talk.

^Tests

2.0 Pre-intermediate Teacher’s Resource Disc © Macmillan Publishers Limited 2014 This page may be photocopied and used within the class. Photocopiable