Sample B2B versus B2C

Task 3. Find synonyms and antonyms.

1. result	a. customer	6. simple	f. blame
2. to require	b. deal	7. buying	g. short-term
3. discount	c. outcome	8. entire	h. selling
4. transaction	d. reduction	9. long-term	i. partial
5. consumer	e. to involve	10. recognition	j. complicated

Task 4. Match the correct definitions.

1. marketing	a. a plan of action designed to achieve a long-term or overall aim
2. advertising	b. a person or business that sells goods to the public in relatively small quantities for use or consumption rather than for resale
3. transaction	c. an agent who supplies goods to retailers
4. strategy	d. assured reliance on the character, ability, strength, or truth of someone or something
5. discount	e. a person who buys goods or services from a shop or business
6. retailer	f. the action of recognizing
7. distributor	g. an instance of buying or selling something
8. trust	h. the action or business of promoting and selling products or services, including market research and advertising
9.recognition	i. deduct an amount from (the usual price of something)
10. customer	j. the action of calling something to the attention of the public especially by paid announcements

1. Make 5 true false sentences

2. Fill in the blanks
3. Synonyms and antonyms
4. Definitions

Complaints in Business

A customer will make a complaint when they are unhappy with a product or service. Customer Complaints are always difficult to deal with, particularly in a second language.
Experts recommend a 4-step system that helps you remain in control of the conversation; Acknowledge, Listen, Action and Feedback.
Acknowledge that there is a problem. Start by assuring the client that you are there to find a mutually agreeable solution.
Listen - give the client the opportunity to tell their story, pay attention and take notes.
Take Action! Explain what you will do and then do it. If you are unsure, the first action you can promise is that you will consider all the details and then call them back later with a proposal.
The final stage is Feedback. When the situation has been resolved, contact the customer again to explain what has been done and to ensure that they are happier.