original url: 25-booking-a-hotel

Tip Top Trading have a serious issue to deal with - the arrival of the big boss from America, Mr Socrates. He is a particularly fussy man but because of his importance he gets his own way, including the type of hotel room he stays in. This is something that Anna will find out when she has to book his room.

Language for booking a hotel room

This episode focuses on phrases to use when booking a hotel room.

original url: 26-complaining

Mr Socrates, the big boss from America, is in town and everything must be just right. Unfortunately the hotel room Anna booked for him isn’t right so it’s up to her to sort it out and that involves some complaining.

Language for complaining

This episode focuses on the language to use when things aren’t right and you need to complain.

Phrases from the programme:

• I’m very disappointed with your service.
• The standard of service is not good enough.
• The room I booked did not meet my expectations.
• I would like this matter resolved as quickly as possible,
• I would like to cancel my reservation and get a full refund.

Listening Challenge

original url: 27-delivering-bad-news

It’s the big day and Mr Socrates is about to arrive at the offices of Tip Top Trading. Unfortunately, it looks like bad news for the team! What is on the agenda? What is he going to say? And more importantly will he get his freshly squeezed orange juice?

Language for delivering bad news

This episode focuses on the best way to deliver bad news.

Phrases from the programme:

original url: 28-keeping-language-professional

Tip Top Trading’s big boss, Mr Socrates, has announced a new strategy to sell plastic fruit to Europe and, hopefully, keep the company afloat. But, before the real work begins, it’s time for him to enjoy some good English hospitality at the pub. But after drinking a few pints of beer, Mr Socrates says things he shouldn’t.

Language for

This episode focuses on tactfully telling your Boss to keep the conversation professional.

original url: 29-cold-calling

Paul wants the team to make some cold calls to find out who is buying plastic fruit but this is a new challenge for Anna who has to warm up her cold calling skills.

Language for making a cold call

This episode focuses on what to say when making a cold call to a prospective client.

Phrases from the programme:

• My name is Anna. Can you spare a few minutes of your time?
• I’d like to tell you about our great new laser-curved fruit
• How much plastic fruit do you buy?
• Thank you for your time. We hope to hear from you soon.

Listening Challenge

original url: 30-negotiating

The company in France that Anna called earlier has returned her call. She hopes they’re about to place an order which could help save Tip Top Trading from closure. But this deal will involve some negotiation and Anna needs some help.

Language for negotiation

This episode focuses on what to say when negotiating a deal with a client.

Phrases from the programme:

• What kind of price are you willing to pay?
• I don’t think we can go that low.
• If you buy more stock I can offer you a bigger discount.
• I’ll meet you halfway.

Listening Challenge