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Teste de avaliação

Entidade Formadora: Inforpreparação - Formação Profissional, Lda

Programa: POPH (Programa Operacional Potencial Humano)

Tipologia: 1.1 - Sistema de Aprendizagem

Nº do Projeto:

Código do Curso: AP-C17/2013

Curso / Ação: Técnico/a de Logística - 3º Período

Módulo: Língua inglesa - informação, coordenação e controlo

Formador: Eliana Silva

Data: Nota Final:

Rubrica do Formador/a:

Nome do

Formando:

Cotação:

                                               

Parte I       Valores         Parte III    Valores       Parte V    Valores

                             Parte II       Valores         

Parte IV    Valores       Parte VI    Valores

                                                                             

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GRUPO I

Secretary: S-A-G, Christine speaking. How may I help you?

Elena Moretti: Good morning. Could I speak to John Bird, please?

Secretary: I’m afraid he’s not in the office right now. Can I take a message?

Elena Moretti: Oh dear, it’s an urgent order – we need five hydraulic pumps by June the 22nd.

Secretary: Just a minute. Could you tell me your name, please?

Elena Moretti: Yes, I’m sorry; it’s Elena Moretti, from Stern Hydraulics in Switzerland.

Secretary: Right. I’ll take down the details and get John to contact you. Did you say five units?

Elena Moretti: Yes, the reference is SG 94321.

Secretary: SG 94321 – five units.

Elena Moretti: Yes, that’s right. But the important thing is the delivery date – June the 22nd.

Secretary: I don’t think that will be a problem, but could you send an e-mail to confirm the order?

Elena Moretti: Of course. Just tell me your e-mail address.

Secretary: That’s: sag dot sys at hotmail dot com.

Elena Moretti: Thanks very much, I’ll send you the e-mail then.

Secretary: You’re welcome and goodbye.

1. Read the phone conversation and then answer the questions.

1.1. Where is the company Stern Hydraulic located? ________________________________________________________

1.2. What does Elena’s company urgently need? ____________________________________________________________

1.3. When should the order be delivered? _________________________________________________________________

1.4. What’s S-A-G’s e-mail? ____________________________________________________________________________

2. Order the sentences:

2.1. have / a / I / complain / make / to /about / order MX1235 /the / .

____________________________________________________________________________________________________

2.2. morning / H&M industries / good / speaking /Jenny /.

____________________________________________________________________________________________________

2.3. may / how / help / I / you / ?

____________________________________________________________________________________________________

2.4. through / put / I’ll / the / call /.

____________________________________________________________________________________________________

2.5. is / line / afraid / I’m / the / busy/.

____________________________________________________________________________________________________

2.6. please / can / have / I /phone / your / number / .

____________________________________________________________________________________________________

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3. Follow the instructions bellow to write a phone conversation.

1. SECRETARY: ________________________________________________________________________

2. YOU: ______________________________________________________________________________

3. SECRETARY: ________________________________________________________________________

4. YOU: ______________________________________________________________________________

5. SECRETARY: ________________________________________________________________________

6. YOU: ______________________________________________________________________________

7. CUSTOMER SERVICE: ________________________________________________________________

8. YOU: ______________________________________________________________________________

9. CS: _______________________________________________________________________________

10. YOU:____________________________________________________________________________

2. Say you would like to speak to the CUSTOMER SERVICE.

4. Say your name and tell you need to complain about some products you received.

3. Ask the caller’s name POLITELY! Ask why he is calling.

6. Say thanks.

7. The clerk greets the caller and asks the reason of the phone call

5. Ask the caller to hold on. You have to put the call through.

8. Say you’re calling to complain about the products you’re ordered. They are scratched.

The clerk is sorry. He decides to ubstitute the goods.

10. Say you hope this won’t happen again. You accept the substitution.

1. Say the name of the company and greet the caller.

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4. Match the complaints with the corresponding solutions:

1. Excuse me but we have been waiting for five days and we still didn’t receive the electrical systems

a. You’re right Madam, I’m sorry. It’s € 520 instead of € 5200.I’ll issue a new one and send it today.

2. I received the wrong shipment. b. I’m truly sorry Sir. Please tell me the number of your order and I´ll send you the products you’ve ordered.

3. I’m sorry, but you sent the wrong invoice. c. As soon as possible. And to compensate your loss, we’ll send an extra package free of charge

4. I have a complaint to make. The motor I received doesn’t work

d. Really!? Just a moment, please. I’m going to call the shippers to check the reason of the delay.

5. Hello, again! I’m really surprised to see that the computers I ordered are completely scratched out. When can I get the new ones?

e. I’m so sorry Madam. I’ll send a technician tomorrow. I assure you this won’t happen again. Is there anything I can do for you?

1 2 3 4 5

5. Match the informal sentences to its corresponding formal structure.

1 2 3 4 5 6 7 8 9 10 11 12

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6. Read the following email very carefully:

 

6.1. What products did Sr. Monteiro ordered? _____________________________________________________________

6.2. What’s Mme Charcot’s problem?_____________________________________________________________________

6.3. How does she show her customer she’s worried about safety? ____________________________________________

________________________________________________________________________________________________

7. Write an email to Mme Charcot explaining that you can’t wait for the tests to be completed. You prefer to change your order and have the K146 and K 165 units instead as soon as possible.

________________ ____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ ____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ _______________________________________

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