Technical English – Commerce and Sales

Grammar Practice: Modals

1. Match A to B and circle the correct answer.

A.
1. The customer is right.
2. Have you got a complaint?
3. I want it in blue with a bigger collar.
4. Have you got a stapler?
5. Sara is ill today.

B.
…4… a. Mine is broken. You can/can’t use it.
…5… b. She can /can’t come to work.
…1… c. He can / can’t cancel the order if he wants.
…3… d. I’m sorry. I can / can’t find one in your size.
…2… e. You can / can’t speak to the manager.

2. Write questions with the words below. Use can.

1. Pete / deliver / flowers / ?
2. pay / Maria / by credit card / ?
3. we / take the lift / ?
4. Jenny and Linda / speak Italian / ?
5. Mark / work today / ?
6. you / gift wrap / the present / ?

Can Pete deliver flowers? YES HE CAN

Can Maria pay by credit card? NO SHE CAN’T

Can we take the lift ? YES, we can

Can jenny and linda speak Italian? YES THEY CAN

Can Mark work today? NO HE CAN’T

Can you gift wrap the present ?YES I CAN

3. Look at the pictures and answer the questions in Exercise 2.

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4. Complete the sentences with could or couldn’t.

1. You could____________ pay with your birthday voucher.
2. I ___couldn’t_________ find the manager, so I took a message.
3. Harry was talking on the phone, so he ___couldn’t _________ hear me.
4. I lost my phone, so I ___couldn’t_________ call you.
5. ____could ________ you help me find the right size, please?

5. Write the words in the correct order to form questions.

1. Paul / the security tag / find / could / ?
Could Paul find the security tag
2. help / please / me / could / you / ?
could you help me please
3. you / transfer calls / please / could / ?
could you transfer calls please
4. they / your money / could / refund / ?
could they refound your money
6. Match the questions in Exercise 5 to the answer below.
…4… a. No, because I haven’t got the receipt.
…2… b. Yes, I’ll be right there.
…1… c. Yes. It was in the drawer.
…3… d. Yes. I can put them through to Mr Clark.

7. Complete the sentences with can, can’t, could or couldn’t.

1. I’ve got a voucher, so I ____can__________ buy that coffee table.
2. We __could ____________ only use the stairs because the lift wasn’t working.
3. I had the wrong number. They ________couldn’t______ put me through.
4. We have got a refund policy for 15 days. The customer _____can’t_________
return merchandise after 30 days.

8. Circle the correct answer.

1. Mrs Walker is busy. We must / mustn’t phone her.

2. My sandals are broken. I must / mustn’t buy a new pair.
3. George is a new employee. You must / mustn’t be patient with him.
4. The warehouse closes at 4.00. You must / mustn’t deliver before 3.45.

9. Peter left a note for himself on his desk. Write the things he must and mustn’t do.

Peter must make an ºinventory of furniture

Peter musn’t send out any bills until Friday
Peter must put prices on new merchandise
Peter musn’t forget to cancel the Jackson order

- Make an inventory of furniture.

- Don’t send out any bills until Friday.
- Put prices on new merchandise 2
- Don’t forget to cancel the Jackson order
 Technical English – Commerce and Sales

10. Circle the correct continuation.

1. The billing address is wrong.
i. We should send it.
ii. We shouldn’t send it.
2. Matt isn’t here today.
i. We should put Sally at his cash register.
ii. We shouldn’t put Sally at his cash register.
3. We made a mistake with Mr Edwards’ bill
i. We should call him and apologise.
ii. We shouldn’t call him and apologise.

11. Write the words in A in the correct order to form questions. Then match the
questions in A to the answers in B.
A.
1. we / the merchandise / when / deliver / should / ?
when we should deliver the merchandise
2. speak / Fred / should / to the employees / ?.
Fred sould speak to the employees
3. Tammy / be in charge of / what department / should / ?
Tamy should be in change of what department
4. the order / should / cancel / we / ?
We should cancel the order
B.
…3… a. Cosmetics.
……2 b. Yes. They need to know the rules.
…4… c. Yes. We’ve got lots in the stockroom.
…1… d. Tomorrow.

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 Technical English – Commerce and Sales

12. Look at the pictures. Then write sentences with the words below. Use must mustn’t,
should, shouldn’t.
(drivers / stop / here)

____must the driver stop here

_____________________________________

(you / come late / to work)

__________you must come late to work

_____________________________________

(you/ have / the sushi)

___________you musn have the sushi

____________________________________

(people/ somke/ in this place)

_____________people musn’t smoke in this place

__________________________________

Vocabulary and Functional Language

13. Match the words in A to the definitions in B.

A.
1. Scanner
2. Display screen
3. Cash register
4. Credit card reader
5. Cash drawer
6. Notes
7. Receipt
8. Coins
B.
a. This has got money in it. ______
b. This checks your credit card information. ______
c. Money made from metal. ______
d. This shows you have paid for your shopping. ______
e. Money made from paper. ______
f. The cashier uses this to find out price. ______
g. This is often called the till. ______
h. This shows the customer how much he / she has to pay. ______

14. Complete the words and expressions with the missing letters.
1. I haven’t got any cash. Please charge my d_ _ _t _ _ _d.
2. A l_ _ a _ _ y c _ _ _ encourages people to use the same shop frequently.
3. I’ve got a v _ _ c _ _ _ for two free glasses of wine at Pierre’s Bistro.

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 Technical English – Commerce and Sales

4. I’ve forgotten my wallet. Can I write you a c _ _ _ u _?

5. Never tell anyone else your _ i _ _u__e_.

15. Write the words under the pictures

Total amount // chip-and-pin // self-checkout // barcode

16. Complete the sentences with the words below.

scan // insert // transaction // ring up
a. The cash register isn’t working. I can’t __scan _________ the customer’s
purchase.
b. It took me a long time to ______insert _____ all the items that I bought at the
self-checkout counter.
c. Mrs Harris paid for the ____insert _______ with her credit card.
d. Ask the customer to ____ring up _______ her card into the reader.

17. Circle the correct continuation.

1. You don’t have to pay for the call.
i. It’s a secure site.
ii. It’s a free helpline number.
2. We don’t give customers’ personal details to anyone else.
i. It’s part of our privacy policy.
ii. We give promo codes.
3. Your order is ready.
i. We will deliver it tomorrow.
ii. Your shopping trolley is full.
4. Don’t send out the order to Hudson’s.
i. They tracked it yesterday.
ii. They cancelled it yesterday.

18. The words and expressions in bold are in the wrong sentences. Write them next to
the correct sentences.

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 Technical English – Commerce and Sales

1. We always parcel our customers’ orders within 24hours. ………………………………..

2. You can check the process of your order on our site. ………………………………..
3. We will send the invoices to your status. ………………………………..
4. Our company has got a new postage system. ………………………………..
5. We send your order by billing address. ………………………………..
6. There is no electronic billing change for orders over 25€. ……………………………….
7. Your courier will arrive at your home within 2-3 days. ………………………………..

19. Complete the dialogue with the phrases below.

1. Dialogue 1
i. Your purchase comes to 30€.
ii. Will you be purchasing just one item
iii. Do you have a store credit card
iv. The receipt is in the bag

A: Good morning. ………Will you be purchasing just one item

……………………………………………………………………. ?
B: Yes, that’s all.
A: ……the receipt is in the bag
…………………………………………………………………………………………………?
B: Yes, here it is.
A: Great. …………your purchase comes to 30
……………………………………………………….. with the discount.
B: Thank you.
Here’s your change. … do you have a store credit
card…………………………………………………………………………

2. Dialogue 2
i. Do you know the item number
ii. What’s the shipping address
iii. Can you take my order over the phone
iv. How long does standard shipping take

v. A: Hello. I’m calling from Digital World. …

Can you take my order over the phone

………………….……………………………………………………………………………………?
B: Of course, no problem
……Do you know the item number
…………………………………………………………………………………………………….?
A: Yes, it’s H4567
B: We have that in stock.
i. ………… What’s the shipping address

………….……………………………………………………………………………………?
A: 73 King Street. Oxford
……how long does standar shipping take
……………….……………………………………………………………………………………?
B: About one week, sir.

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 Technical English – Commerce and Sales