Business conversation 21

Telephone Banking

Representative: Hello. How can I help you today?

Customer: Hello. I’d like some information on the telephone banking services offered at by your bank.
Representative: Certainly. What is your account number?

Customer: at the High Street Branch.
Representative: What would you like to know?

Customer: How do I sign up?
Representative: Just let me know, I’ll sign you up immediately.

Customer: Can you tell me how the telephone banking services work?
Representative: You can do all your day-to-day banking over the telephone, 24 hours a day.

Customer: That’s great. How do I access my account?
Representative: Just call the bank, key in your PIN number and listen to the menu of options available.

Customer: How do I choose which option I want?
Representative: Just press the number for the service stated by the recording.

Customer: What kind of things can I do?
Representative: You can check your balance, pay bills, order a statement or even transfer money to another bank.

Customer: That’s fantastic! Can I trade stocks and bonds.
Representative: I’m afraid you will have to have a special account for that.

Customer: What about getting help if I have any problems?
Representative: There’s an automated answering machine and staff are available 9 to 5 seven days a week.

Customer: It all sounds very good to me. I’d like to sign up.
Representative: Alright, can you answer a few questions please?

Customer: Certainly…

Useful Vocabulary

24 hours a day
account number
automated answering machine
day-to-day banking
menu of options
telephone banking services
to access an account
to check your balance
to key in a PIN number
to order a statement
to pay bills
to sign up
to trade stocks and bonds
to transfer money

Business Conversation 20

Improving Brand Image

Susan: George, I was wondering if we could discuss our new marketing strategy for a moment.
George: Certainly Susan. You know that I’m working with Anne on changing our image, don’t you?

Susan: Yes, I think you’ll make an excellent team. How do you feel about the merchandise we’re pushing?
George: In my opinion, the products were offering are fine. However, I think we should concentrate on expanding our market share in the young adult market.

Susan: I totally agree. Who buys more products than twenty somethings?
George: Exactly. We haven’t been very successful in our branding efforts, have we?

Susan: I’m not keen on changing our target audience, but we certainly have to improve our brand image.
George: If we want to edge out our main competitor, we’re going to have to target customers at a younger age.

Susan: Maybe, but we also have to keep our competitive edge in quality.
George: Why don’t we all get together for a discussion?

Susan: Can you let me know when your next meeting with Anne is going to be? I’d like to go over some of our restructuring ideas with both of you.
George: As a matter of fact, we’ll be meeting this afternoon. Let’s meet at four, shall we?

Susan: I’m afraid I already have an appointment then. Do you think we could meet earlier?
George: Well, I’ll have to check with Anne.

Business Conversation 19

Tom: I have really good news today. Oh! I am so happy.

Lucy: What is your good news, Tom?

Tom: I got a promotion today. You are looking at the new supervisor of the Marketing department.

Lucy: Wow, this is great news! I am so glad for you. So, you will start your new job this coming Monday?

Tom: No, I need to finish my current projects in the Sales department before I move over to Marketing. I probably will start my new job a week from Monday.

Lucy: You have a lot of experience with this company. They will be very helpful to you in your new position.

Tom: I know. However, I have never supervised people before. I hope I will be able to cope with all the new responsibilities.

Lucy: You will do fine. You are a natural leader, and you will lead well.

Tom: You think so, Lucy?

Lucy: I know so. You are always good at coaching people. You led your soccer team to victory last year, didn’t you?

Tom: Leading a soccer team and leading a Marketing department are not quite the same.

Lucy: Yes, they are in a way. First, being a supervisor means building a good team where members work well with each other, right?

Tom: Right. If members of a team do not understand their own tasks as well as the tasks of their teammates, it will be chaos.

Lucy: Second, a supervisor needs to identify his employees’ working habits and the job requirements in order to build a better work environment, right?

Tom: Yes. In order for me to improve my employees’ performance, I need to understand their working habits and their skills. Then, I can give them a little bit of coaching if the need arises.

Lucy: Third, you need to find out what motivates your employees, right?

Tom: Yes again. Everybody needs to be motivated, either to find a better way of doing one’s job or putting in extra effort to perform better.

Lucy: Things will not always run smoothly. There will be problem employees. So, fourth, you need to know how to coach, or how to counsel, or even how to discipline, right?

Tom: Right. This is the worst part of being a supervisor. You need to be strong enough to cope with problem employees, to be wise enough to counsel them, and even be “mean” enough to discipline them.

Lucy: Things will change, and your department needs to be able to adapt to changes, right?

Tom: Yes, technological changes happen everyday. I need to get my employees ready for changes as well as to reinforce the need for change sometimes.

Lucy: And if you come up with new ideas, you need to be able to “sell” your ideas to your boss and your employees, right?

Tom: There is no need to come up with new ideas if you cannot convince people of their value.

Lucy: You need to set yourself out as an example for your employees. Therefore, you should have a good understanding of your responsibilities, work hard and work well with others, be alert of changes, and last but not least, understand the values and goals of your company.

Tom: If I want to lead, then I need to prove that I am a good leader.

Lucy: Those are the things that you need to do in your new position. Even though they are not exactly the same as coaching a soccer team, you will do fine. All you need to do is change your leadership style a little bit in this new environment.

Tom: Thanks for the note of confidence, Lucy.

Lucy: You are welcome, Tom. 

Business Conversation 17

Hardware Deductions

Mr. Sanders: Mark can we talk for a moment?
Mark: Sure, Mr. Sanders. What would you like to discuss?

Mr. Sanders: I’d like to look into the Johnson account for a moment.
Mark: I did the bookkeeping yesterday and updated the balance sheet.

Mr. Sanders: Yes, I don’t understand some of these deductions.
Mark: Do you mean the amortization costs?

Mr. Sanders: You deducted $35,000 for depreciation of hardware.
Mark: That’s based on their accounting criteria. I got the amount from their bookkeeper.

Mr. Sanders: It seems too much to me.
Mark: Remember that computer equipment tends to depreciate faster than office furniture.

Mr. Sanders: I guess so. I’ll take your word for it. Did they approve the balance?
Mark: Yes, it was Okayed yesterday afternoon.

Mr. Sanders: The net growth looks fantastic this year.
Mark: It sure does! The bottom-line grew by 17%.

Business Conversation 16

Looking for a Bookkeeper

 Bruce: Have you finished the balance sheets yet?

Alice: I’ve been working on them since 10 this morning. I’m almost done.

Bruce: No need to rush. I don’t need them until tomorrow morning.
Alice: Janet told me we’re looking for a new bookkeeper. Is that true?

Bruce: Yes, We’ve been looking, but no luck yet.
Alice: I know someone who’d be perfect.

Bruce: Oh really, does she have any experience?
Alice: Of course, she’s been working for Apple Co. since 2004.

Bruce: Great. Ask her to come in for an interview.
Alice: Sounds good. She’s not too happy in her current position. I’m sure she’ll be interested in interviewing for the job.

Bruce: Oh, I almost forgot to ask … Have you opened the new accounts at Swiss Bank?
Alice: Yes, I have. Here are the account numbers, PIN number, and paperwork.

Bruce: Thanks. Well, let me know when you finish those balance sheets.
Alice: Sure, I should be done soon.

Business Conversation 15

Sales Terminology

 Julian: I’m new to this job, could you explain some of the terminology?

Jack: That’s what I’m here for. Shoot.

Julian: What’s the difference between retail and wholesale?
Jack: Wholesale is to distributors. Retail to consumers.

Julian: Distributors? Consumers?
Jack: Distributors are stores that sell our merchandise. Consumers are the people who buy the products.

Julian: Oh, I see. What’s a bill of lading?
Jack: The bill of lading lists the merchandise shipped. It’s included with every shipment or delivery.

Julian: I get what pre-paid means. That means the merchandise has been paid for. But, what’s C.O.D.?
Jack: Cash on delivery.

Julian: What does that mean?
Jack: Exactly what it says: cash is paid upon receiving the goods. Of course, it could be a credit card or a check, as well.

Julian: Oh, I understand. What’s a delivery fee?
Jack: The delivery fee is an extra charge that the customer pays to have the goods delivered.

Julian: I think I’m beginning to understand now. 

Business conversation 15

Sales Terminology

Julian: I’m new to this job, could you explain some of the terminology?
Jack: That’s what I’m here for. Shoot.

Julian: What’s the difference between retail and wholesale?
Jack: Wholesale is to distributors. Retail to consumers.

Julian: Distributors? Consumers?
Jack: Distributors are stores that sell our merchandise. Consumers are the people who buy the products.

Julian: Oh, I see. What’s a bill of lading?
Jack: The bill of lading lists the merchandise shipped. It’s included with every shipment or delivery.

Julian: I get what pre-paid means. That means the merchandise has been paid for. But, what’s C.O.D.?
Jack: Cash on delivery.

Julian: What does that mean?
Jack: Exactly what it says: cash is paid upon receiving the goods. Of course, it could be a credit card or a check, as well.

Julian: Oh, I understand. What’s a delivery fee?
Jack: The delivery fee is an extra charge that the customer pays to have the goods delivered.

Julian: I think I’m beginning to understand now.

Business conversation 14

Funds Transfer and Deposits

Maria: Alice, have you transferred the funds to the Anderson account yet?
Alice: No, I haven’t done that yet.

Maria: Good, there are a few changes we need to make.
Alice: Really? It’s good I haven’t had a chance to go to the bank yet. What has changed?

Maria: They’ve asked how the funds are transferred into three different accounts. Here’s the updated information.
Alice: This looks more complicated.

Maria: It’s not that difficult. Just take along the account numbers, amounts and payment scheme to the bank with you.
Alice: Am I authorized to make these changes?

Maria: I can call ahead and let them know. Here’s the PIN number in any case.
Alice: Is there anything else I need to do?

Maria: Yes, could you make these deposits when you go.
Alice: Certainly, which accounts do you want to use.

Maria: Deposit the checks into our savings account. Put the cash into checking account.
Alice: OK, I’ll probably leave in about a half an hour. 

Business conversation 13

Directions to a Meeting

 Mark: Linda, do you know how to get to Daniels Co.? I’ve never been there before.

Heather: Are you driving or taking the subway?

Mark: The subway.
Heather: Right. Take the no. 9 from West 72nd street. Get off at Times Square and change to the shuttle. Go across town and get off at Grand Central station. Go above ground and walk north on Park Avenue.

Mark: Just a moment, let me write this down!
Heather: Take the no. 9 from West 72nd street. Get off at Times Square and change to the shuttle. Got it?

Mark: Yes, thanks. Now, once I get to Times Square, which train do I take?
Heather: Change to the shuttle. Go across town and get off at Grand Central station. Go above ground and walk north on Park Avenue.

Mark: Can you repeat that?
Heather: Change to the shuttle. Go across town and get off at Grand Central station. Go above ground and walk north on Park Avenue.

Mark: Thanks Heather. How long does it take?
Heather: It takes about a half an hour.