UNIT 2: SELLING ONLINE

Lecturer: David Shinn

Editor: Hana Nguyen

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 INTRODUCTION
Target of lesson….

2. Understand & use modal verbs

(must/need to/have to/should)

1. Understand & use 3. Develop

Vocabulary Reading skills

7. Write a letter

4. Improve
6. Practice conversation Listening skills

5. Talk about traditional

& online shopping 2
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 PART 1. STARTING UP

Bad ideas don’t

get better online

A bad business idea will not work any better just !

Procedures of online shopping

Browse website

Select items

Make payment
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 PART 1. STARTING UP (cont…)

A
What do you or don’t you like about shopping
I like cos I love to
 Choose like or don’t like to answer have new things or
just walkin around
 Should outline some ideas before discussing
and have a look .....
 Try to use verbs & adjectives of quality, characteristics,
people’s feeling such as: quick, slow, convenient…

What are the advantages of shopping online?

 It’s fast and convenient...

 We can save our time and energy...
 It’s easy... Anyone could do that!
 The price of online goods is competitive
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 PART 1. STARTING UP (cont…)

A
What do you or don’t you like about shopping
I don’t like cos it
wastes time
 Choose like or don’t like to answer and money…
 Should outline some ideas before discussing I just go shopping
 Try to use verbs & adjectives of quality, characteristics, when needed!

people’s feeling such as: quick, slow, convenient…

What are the advantages of shopping online?

 It’s fast and convenient...

 We can save our time and energy...
 It’s easy... Anyone could do that!
 The price of online goods is competitive
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 PART 1. STARTING UP (cont…)

C
Books and magazines
Which of the items on the right have you bought online?
Why? Designer clothes
CDs Perfume
 Note: Consider some factors such as: delivery, security, credibility,… Holidays
Groceries
Add Your
Jewellery
Add Your
I’ve bought Travel/concert tickets
Designer clothes online
Text here
Text here
‘cos I could check models
and styles at the photos
... ... ...

I’ve booked a holiday

online because it’s quick
and convenient ... ...

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 PART 1. STARTING UP (cont…)

C
Books and magazines
Which of the items on the right have you bought online?
Why? Designer clothes
CDs Perfume
 Note: Consider some factors such as: delivery, security, credibility,… Holidays
Groceries
D Add
Add Your
Jewellery
Your
Which of those items would you not buy Travel/concert
Text here tickets
Text here
online, and Why?

I wouldn’t buy
groceries online because I
can easily buy them in the
market near my house.
And I want them fresh

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 PART 1. STARTING UP (cont…)

C
Books and magazines
Which of the items on the right have you bought online?
Why? Designer clothes
CDs Perfume
 Note: Consider some factors such as: delivery, security, credibility,… Holidays
Groceries
D Add
Add Your
Jewellery
Your
Which of those items would you not buy Travel/concert
Text here tickets
Text here
online, and Why?

I wouldn’t buy
jewellery online because I
couldn’t check the quality and
origin of the items just by
looking at their photos

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 PART 1. STARTING UP (cont…)

Books and magazines

C
Designer clothes
Which of the items on the right have you bought online?
Why? CDs Perfume
Holidays
 Note: Consider some factors such as: delivery, security, credibility,… Groceries
Jewellery
D Add Your tickets
Travel/concert
Add Your
Which of those items would you not buy Text here
Text here
online, and Why?
Some people don’t trust the quality
and the origin of online goods and
the confidentiality of buying and
E selling online.
Why don’t some people prefer to
buy goods and services online?  There are delivery problems. We
may find that goods are not suitable
when they arrive or we may get
 Note: You can tell about something bad you’ve met things that we did not order.
There may be security problems
with using credit cards online.
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 PART 2. VOCABULARY

COMBINATION WORDS FOR SHOPPING ONLINE

• Out of stock: No more goods in the warehouse.
• Sold out: Goods has been sold, no more to buy.
• Delivery method: the way to deliver the goods.
• Payment method: the way to pay money for the goods you buy.
• Bank transfer: one bank sends money to another bank.
• Telegraphic transfer: money is sent electronically. It can be called as wiring the money.
• Rip-off: something that is not worth what you pay for it.
• Credit card details: information of owner that printed on the credit card.
• Cooling-off period: an agreed length of time in which someone can decide not to buy something they have
agreed to buy.
• To sell like hot cakes (idiom): the sell very fast.

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 Exercise 1

Choose the correct word to complete each sentence:

1. We offer a …………… to customers who buy in bulk.
a. refund b. discount c. delivery
2. We ask customers who are not fully satisfied to …………… goods within seven days.
a. discount b. refund c. return
3. In order to get a full ……………, customers must send back goods in the original packaging.
a. discount b. refund c. return
4. Goods will be …………… within 24 hours of your order.
a. despatched b. purchased c. exchanged
5. Goods are kept in our …………… until ready for delivery.
a. stock b. storage c. warehouse
6. Products and services offered at a large discount are generally a(n) ……………
a. sale b. bargain c. offer

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 Exercise 2

Combine words from boxes on the left with that on the right to make meaningful compound nouns.

1. cooling off a. stock

2. credit card b. payment

3. method of c. service

4. interest-free d. period

5. out of e. guarantee

6. money back f. details

7. after sales g. credit

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 Exercise 3

Matching the phrases on the left with their definitions on the right

1. cooling off period a. when you can pay some time after you buy, but at no extra cost

2. credit card details b. a promise to give you money back if you are not happy

3. method of payment c. when the goods you require are not available

4. interest-free credit d. the name, number and expiry date on your credit card

5. out of stock e. the way you choose to buy the goods you want

6. money back guarantee f. the time when you can change your mind and cancel an order

7. after sales service g. the help you get from a company when you start to use their product

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 Keys

• Exercise 1: 1-b, 2-c, 3-b, 4-a, 5-c, 6-b

• Exercise 2: 1-d, 2-f, 3-b, 4-g, 5-a, 6-e, 7-c

• Exercise 3: 1-f, 2-d, 3-e, 4-a, 5-c, 6-b, 7-g

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 PART 3. LISTENING

FAMOUS ONLINE RETAILER

In the World

In Vietnam
Creditability of
customers is
the most
What are they famous for? important

Competitive
price
High
Good quality
services
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 PART 3. LISTENING (cont…)

UK’s largest multi-channel retailer

 Talk is divided into 3 parts and

there are listening exercises for
each part of the talk.
 Listen to the whole talk first.
 Then listen each part again and do
the respective listening exercises.
Indira Thambiah
Head of E-Commerce at Argos

How company successfully combines

online and traditional retailing 16
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 Exercise 1

Choose the best word in the box to fill into the blankets below about Argos, the UK's largest multi-channel retailer.

channel enquire identical

integrated online order
run store telephone website

1. Our experience shows that customers will sometimes buy …………… , sometimes order on the ……………
and sometimes go into the stores to pick up goods. So we need to understand what our customers want.
2. Our operations are fully integrated. The prices that we show on the …………… are …………… to the prices
that you would pay in the …………… .
3. You can call up a call centre and …………… about an …………… that you placed through any …………… .
4. We don't …………… operations side by side; we run a truly …………… multi-channel offer.

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 Exercise 2

Here are some of the keys to successful online selling, in experience of Indira Thambiah, Head of E-Commerce
at Argos. Listen to the second part of the interview and number each point in the order in which se
mentions them
1. to be very clear about the price of the product and about any promotions
2. to be very clear to the customer about what the delivery options are
3. to provide good images and good information
4. to understand or recognize what the customer wants
a) 1-3-4-2
b) 3-2-1-4
c) 4-3-1-2
d) 2-1-3-4

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 Exercise 3

Listen to the last part of the interview and choose the right statements (true/false) of the following sentences.
1. A lot of people research products online and then go to the store to pick that product up.
2. Customers on the high street behave very differently from customers online.
3. A good website is one that is easy to navigate, easy to find, and easy to transact with.

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 Keys

• Exercise 1:
1. online; telephone
2. website; identical; store
3. enquire; order; channel
4. run; integrated
• Exercise 2: c
• Exercise 3: 1. True, 2. False, 3. True

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 PART 4. READING

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 PART 4. READING (cont…)

Before doing the exercises, you should

write down 02 positive and 02 negative
ways in which online shopping affects the
retail business as your understandings.

Tips to do Exercises:
• Ex 1:
 Read through the text to get general ideas
 Underline the key words and phrases
• Ex 2:
 Read question and then read the text again
 Use dictionary to look up meanings of new words
After finishing 02 exercises, please translate the text into Vietnamese
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 Exercise 1

Matching the phrases on the left with their deninitions on the right.

a. the difference between the cost of buying or producing something and

1. the high street the price you sell it for

2. cut-throat b. setting two different prices online and in shops for the same goods

3. a dilemma c. a situation in which you have to make a very difficult choice

4. bricks-and-mortar d. extremely or unfairly competitive

5. dual pricing e. the street in a town where you can find most shops and banks

6. a margin f. to go to different shop to compare prices and quality before you buy
something
7. to shop about
g. operating in a building, not on the Internet

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 Exercise 2

Choose the answer to each question below:

1. Give two reasons why online shopping makes the market extremely competitive
2. Why are retailers who sell products both online and in shops in a difficult position?
3. Why is the practice of dual pricing only a short-term solution, according to Mr Gladding?
4. How can retailers make the best of both the online and offline world?
a) Because running a physical store is more expensive than a website, but the goods sold are the same.
So, in order to make a profit, those retailers sometimes have a different price in store and online for the
same product.
b) One way is for businesses to integrate both their online and offline operation, for example by offering
customers a multi-channel approach to shopping via stores, through the website and over the telephone.
c) Because, according to some experts, consumers will become better at surfing the Internet. As a result,
online and offline prices will have to be the same eventually.
d) Firstly, online sellers, unlike their bricks-and-mortar competitors, do not have the fixed costs of running a
physical shop. Secondly, shoppers know how to get the best deals by visiting price comparison websites.
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 Keys

• Exercise 1: 1-e, 2-d, 3-c, 4-g, 5-b, 6-a, 7-f

• Exercise 2: 1-d, 2-a, 3-c, 4-b

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 PART 5. LANGUAGE REVIEW

MUST NEED TO
Modal Verbs

USAGES: HAVE TO SHOULD

• Should or shouldn’t is used to say it is a good or bad idea to do something
Online retailer should acknowledge all orders by e-mail.
Website shouldn’t be too complicated.
• Have to or Need to is used to say something is necessary or very important
The site has to work quickly and effectively.
Online retailers need to offer guarantees to their customers.
• Must is very similar to Have to
I really must try to spend less money online.
• Mustn’t is used to say somebody is not allowed to do something
You mustn’t use the Internet at work for personal purposes. 26
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 PART 5. LANGUAGE REVIEW (cont…)

MUST NEED TO
Modal Verbs

HAVE TO SHOULD

FORMS:
• Modal Verbs or Modals: Must/need to/have to/should
( + ): Subject + modal verb + Vbare inf
( – ) : Subject + modal verb + not + Vbare inf
( ? ) : Must/should+ Subject + Vbare inf?
Do/Does + Subject + need to/have to + Vbare inf?
• Please study grammar reference on page 119 of coursebook - Market Leader for your further information
• Do practice exercises
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 Exercise 1

Read these rule of an online book club then answer questions

• You must be 10 or over

• You don't have to buy every month
• You don't have to buy our recommendations
• You need to buy ten books per year
• You don't have to pay after each purchase
• You must pay within three months

1. Can you join if you are 17?

2. Is it necessary to buy a book every month?
3. Is it necessary to buy the recommendations?
4. Can you buy only five books per year?
5. Is it necessary to pay after each purchase?
6. Is it necessary to pay within three months?
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 Exercise 2

Complete these sentences (1-8) with suitable endings (a-h)

1. It is getting late a. so I don't have to go into the office much.

2. I can work from home b. so you'll have to stay and finish it.

3. I've been transferred to Madrid c. so I have to learn some Spanish.

4. We lost our database once before d. so you must not forget to back up the files.

5. I'm afraid this report is urgent e. so we have to go.

6. This deal is too important to lose f. so we don't need to order any more yet.

7. I think we're all in agreement g. so we must not make a mistake.

8. We've still got plenty of stock in the warehouse h. so we don't need to discuss it any further.
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 Keys

• Exercise 1: 1. yes, 2. no, 3. no, 4. no, 5. no, 6. yes

• Exercise 2: 1-e, 2-a, 3-c, 4-d, 5-b, 6-g, 7-h, 8-f.

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 PART 6. SKILLS

 Discuss negotiating tips

 Learn about useful expression to show
Student
agreement and disagreement
Will
 Listen to a negotiation
 Play – role

When:
Daily life negotiation • Go to the market
• Purchase on the Internet

• What did you do?

• What did you say?
• Be nice, or use soft voice but determined …

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 PART 6. SKILLS (cont…)

 Discuss negotiating tips

 Learn about useful expression to show
Student agreement and disagreement
Will  Listen to a negotiation
 Play – role

Work in two groups, A and B:

Tips of negotiation 1. Each group agrees on the 05
most important negotiating tips on their list
2. Then form new groups with members from groups A & B

Negotiating tips: Groups A Negotiating tips: Groups B

• Be friendly • Be strong and try to win
• Have clear aims • Prepare carefully before you negotiate
• Tell the other side what you want. • Ask a lot of questions
• Listen carefully • Have a lot of options
• Pay attention to other side’s body language • Summarize often the points you agree on
• Don’t change your plan during the meeting • Change your strategy during the negotiation
if necessary
• Never be the first to make an offer
• Never show any emotion 32
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 PART 6. SKILLS (cont…)

We should be friendly to
give the other side good
impression and make a
nice atmosphere for
the negotiation.

Negotiating tips: Groups A Negotiating tips: Groups B

• Be friendly • Be strong and try to win
• Have clear aims • Prepare carefully before you negotiate
• Tell the other side what you want. • Ask a lot of questions
• Listen carefully • Have a lot of options
• Pay attention to other side’s body language • Summarize often the points you agree on
• Don’t change your plan during the meeting • Change your strategy during the negotiation
if necessary
• Never be the first to make an offer
• Never show any emotion 33
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 PART 6. SKILLS (cont…)

It’s a good idea to have

clear aims at the
beginning so that we can
keep track and focus on
what we want.

Negotiating tips: Groups A Negotiating tips: Groups B

• Be friendly • Be strong and try to win
• Have clear aims • Prepare carefully before you negotiate
• Tell the other side what you want. • Ask a lot of questions
• Listen carefully • Have a lot of options
• Pay attention to other side’s body language • Summarize often the points you agree on
• Don’t change your plan during the meeting • Change your strategy during the negotiation
if necessary
• Never be the first to make an offer
• Never show any emotion 34
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 PART 6. SKILLS (cont…)

We’d better listen carefully

so that we shouldn’t miss
any important information.

Negotiating tips: Groups A Negotiating tips: Groups B

• Be friendly • Be strong and try to win
• Have clear aims • Prepare carefully before you negotiate
• Tell the other side what you want. • Ask a lot of questions
• Listen carefully • Have a lot of options
• Pay attention to other side’s body language • Summarize often the points you agree on
• Don’t change your plan during the meeting • Change your strategy during the negotiation
if necessary
• Never be the first to make an offer
• Never show any emotion 35
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 PART 6. SKILLS (cont…)

It’s necessary to prepare

carefully before we
negotiate to get the
negotiate aims as well as
we could.

Negotiating tips: Groups A Negotiating tips: Groups B

• Be friendly • Be strong and try to win
• Have clear aims • Prepare carefully before you negotiate
• Tell the other side what you want. • Ask a lot of questions
• Listen carefully • Have a lot of options
• Pay attention to other side’s body language • Summarize often the points you agree on
• Don’t change your plan during the meeting • Change your strategy during the negotiation
if necessary
• Never be the first to make an offer
• Never show any emotion 36
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 PART 6. SKILLS (cont…)

We need to have a lot of

options so that we can
adapt quickly to the
changing situation.

Negotiating tips: Groups A Negotiating tips: Groups B

• Be friendly • Be strong and try to win
• Have clear aims • Prepare carefully before you negotiate
• Tell the other side what you want. • Ask a lot of questions
• Listen carefully • Have a lot of options
• Pay attention to other side’s body language • Summarize often the points you agree on
• Don’t change your plan during the meeting • Change your strategy during the negotiation
if necessary
• Never be the first to make an offer
• Never show any emotion 37
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 PART 6. SKILLS (cont…)

It’s important to change our

strategy during the negotiation
if necessary. That means to be
flexible in case something
unexpected happens.

Negotiating tips: Groups A Negotiating tips: Groups B

• Be friendly • Be strong and try to win
• Have clear aims • Prepare carefully before you negotiate
• Tell the other side what you want. • Ask a lot of questions
• Listen carefully • Have a lot of options
• Pay attention to other side’s body language • Summarize often the points you agree on
• Don’t change your plan during the meeting • Change your strategy during the negotiation
if necessary
• Never be the first to make an offer
• Never show any emotion 38
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 PART 6. SKILLS (cont…) Role – Play
Situation
(Work in pairs)
A representative of a website
maintenance company meets a
company manager to negotiate
a maintenance contract
Representative Company Manager

1. A one – year contract. You want to see how well

1. A three-year contract. This allows you
the company does the job and if they are
to offer the best service to customers
reliable before giving them a long contract.
and it will be profitable for you.
2. To have the website tested every three months.
2. To test the website each month. This
You want the maintenance costs to be as low as
will give the best level of service to the
possible. However, you would like to have
client and increase in your earnings.
weekly checks on the security of the website.
3. Response time – 24 hours. You want
3. Response time – 02 hours. You want to contact
the company to contact you by email if
them at any hour by phone if there is an
there is an emergency. You want up to
emergency. You want the maintenance
24 hours to solve any problems.
company to solve any problems within 02 hours.

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Read your role-card carefully and do negotiation 39
 PART 6. SKILLS (cont…) Role – Play
Representative Manager (Work in pairs)

Let’s talk about the time for the contract. We want It’s a bit long. We were hoping to have a one-
a three-year contract. This allows us to offer the year contract. Because we want to see how well
best service to customers. you do the job and if you are reliable before
giving you a longer contract.
OK, that’s no problem. It should be beneficial if
we get to know each other better. Now about testing website. We want to have the
website tested every three months. Is this alright?
It will be better if the website is tested every
month. This will give the best level of service to It’s a bit difficult because we have limited budget
the client. for this. OK, we’d like to have weekly checks on
the security of the website.
I see. So you just need weekly security checks.
That’s right. And about the last term, response
I think it’s rather difficult. How about contacting time. We want to contact you at any hour by
us by email if there is an emergency because it phone if there is an emergency. We want any
may be disturbing to phone us at any hour. And problem can be solved within 02 hours.
I’m pretty sure that problems can’t be solved in
less 24 hours. Hmm, 24 hours… OK, that could be alright.
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 PART 7. CASE – STUDY
Background …

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 PART 7. CASE – STUDY (cont…)
Background …

42
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 PART 7. CASE – STUDY (cont…) Role – Play
(Work in pairs)

43
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 PART 7. CASE – STUDY (cont…) Role – Play
(Work in pairs)

44
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 PART 7. CASE – STUDY (cont…) Role – Play
PAIR 1 (Work in pairs)
Lifetime DirectSun
Good morning, I’m Steve, director of Lifetime Hello, I’m……………. Director of DirectSun. Nice
Holidays. Pleased to meet you. to see you too. Now, let’s start our meeting.

OK,. Firstly I propose that we should talk about

the length of the contract. How do you think It sounds good. OK, Let’s start please.
about this?
Hmm… We think it’s a bit short. We need a five-
All right. We’d like to sign a three-year contract. year contract. As we want to have a long term
Because we want to see how well we can commitment before investing in building up our
cooperate before having a longer contract. service facilities. It will take us more than a year.
If we just agree on a three-year contract, our
OK, just do the best for all. So we agree to have a company will have only one year left to make
five-year contract. profit. It’s quite a short pay-back period.

I’m afraid we couldn’t agree to that. We’d like to Great! Now about destinations. I think we should
focus on the Mediterranean holidays. Since we offer all the holidays in both companies’
have been offering these packages for a long catalogues. It will absolutely better I we have a
time. So we have a lot of experience in bigger catalogue of holidays if offer customers. It
organizing tours there as well as good will increase our holiday packages sold because
relationships with hotels, restaurants and customers will have more options on where they
entertainment centers. want to go and what they want to do. 45
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 PART 7. CASE – STUDY (cont…) Role – Play
PAIR 1 (Work in pairs)
Lifetime DirectSun
That’s reasonable. So let’s offer all the holidays in You shouldn’t worry about that. When we
both companies’ catalogues. The next issue cooperate, we will definitely have more
would be about the customers. What market resources of both finance and personnel to take
segment do you want to focus on? care of accommodation and tour schedules.
Besides, we also offer cheap flights to some
All right. We’d like to sign a three-year contract. certain destinations and they appear to be
Because we want to see how well we can beneficial. I think we should make the best use
cooperate before having a longer contract. of that
I don’t think we share the same aim. We want to
focus on customers in the range 30-35 age. The We aim at all age groups. What about your
main reason is these people have stable company?
income and a good financial situation.
Moreover, most of them have a certain position Great! Now about destinations. I think we should
at work so they often get stressed. That’s why offer all the holidays in both companies’
they want to relax during holidays. And more catalogues. It will absolutely better I we have a
important, at this age, they can enjoy the bigger catalogue of holidays if offer customers. It
holidays with their family without being worried will increase our holiday packages sold because
about small children. That’s why we get most customers will have more options on where they
contracts from this age group. want to go and what they want to do 46
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 PART 7. CASE – STUDY (cont…) Role – Play
PAIR 1 (Work in pairs)
Lifetime DirectSun

However, the living standard is getting better. A

lot of people want to go on holidays provided
that we could offer reasonable price. For
example, let’s think about expanding our market
to students. Maybe they don’t have good
That sounds all right. But it’s necessary for us to financial resources like employed people but
have a sub-contract that details what each side they often go on holidays in a big quantity. It’s
has to do to develop their market segment. also a good chance for us to make profit.

OK, now let’s move to car rental and insurance.

Well, this is quite simple because we don’t offer As you know, we can arrange accommodation,
these services at present. So it will be better if insurance and car ire at cheap price. So, we’d
you provide that. like to provice these services.

47
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 PART 7. CASE – STUDY (cont…) Role – Play
PAIR 2 (Work in pairs)
DirectSun Lifetime

That’s great! Now, well, advertising budget. We Wow, that’s quite a lot. We couldn’t raise that
estimated this amount will be ₤300,000 at least. much money. I think ₤100,000 is acceptable to
carry out the advertising campaigns. We got this
number as a result of research that has been
done recently by our professional
OK, we couldn’t agree more if you have done a
marketing team.
market research. And we’d like to share costs
on a seventy-thirty percent basis in which you
take seventy percent. As we’ve already had a
Wow, that seems a bit unfair. We also have a
good customer base and we have been doing a
good customer base who regularly use our
lot of advertising online. It means we don’t need
services, so we should share the costs on fifty-
to invest much more on advertising. So I think
fifty basis.
you should contribute higher percentage on
advertising.

We prefer mail shots and press advertising. We

I see. That could be all right. What about believe they are the best way to approach the
advertising media? largest number of customers.
48
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 PART 7. CASE – STUDY (cont…) Role – Play
PAIR 2 (Work in pairs)
DirectSun Lifetime

It’s exactly what I want to say but in our

experience, we should include radio advertising
as well. Because a recent market survey shows That’s great. So we’ll carry out advertising
that nearly sixty percent of Hanoi residents are campaigns by press, radio and by emailing
regular radio listeners. as well.

I think our company will get a sixty percent return

on our investment as our company is bigger and
Good, let’s talk about investment and profit. What better known.
do you think?
Let me see...Ok, good cooperation is the most
important thing to consider. So fifty-fifty profit.
Well, but you also know that we are also a And now, the last item on our agenda today,
popular online travel company and I’d say you project management. I think we should manage
need our online popularity. Besides, we the project as we have greater management
contribute fifty percent costs so we should share experience and a better knowledge of
our profit on fifty-fifty percent basis. running tours. 49
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 PART 7. CASE – STUDY (cont…) Role – Play
PAIR 2 (Work in pairs)
DirectSun Lifetime

You should re-consider that because we

have greater experience and knowledge of
That’s true but we offer travel and holiday
selling online.
services so we have to put our priority on
providing services which we are more
experienced in.

That sounds reasonable. Then we come to

conclusion that you will be the manager and I
will be the deputy manager. OK?
Yes, let’s stop here. Thank you for attending.

Thank you.

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 CONCLUSION

• The lesson provides you with the vocabulary and word structures relating to shopping online.
• There are grammatical items to express obligation and necessity (must, need to, have to and should).
• Learners have chance to improving listening, speaking and reading skills by getting involved in different
activities relating to negotiate contract.

• Learners learn negotiating tips to make a successful negotiation.

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 GLOSSARY

• Bargain /’ba:gin/ (n): món rẻ, món hời, sự mặc cả

• Charge /t∫a:dz/(v): tính tiền, tính giá
• Conceal /k∂n’si:l/ (v): giấu diếm, ẩn, che đậy
• Concession /k∂n’se∫n/(n): nhượng bộ
• Database /`deit∂beis/(n): cơ sở dữ liệu
• Demise /di’maiz/ (n): kết thúc, cấm dứt
• Discount /’diskaunt/ (n): chiết khấu
• Dispatch /dis’p€t∫/ (v): gửi đi (thư, thông điệp), phái đi
• Enquiry /in’kwai∂ri/ (n): câu hỏi (tìm hiểu), yêu cầu, hỏi (thông tin)
• Eventually /i’vent∫u∂li/(adv): rốt cuộc, cuối cùng
• Facility /f∂’siliti/ (n): tiện ích, phương tiện, tiện nghi
• Fee /fi:/ (n): lệ phí, tiền thù lao
• Fixed /fikst/ (adj): cố định
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 GLOSSARY (cont…)

• Frustrated /frˆs’treitid/ (adj): khó chịu, bực bội, nản lòng, nản chí
• Load /loud/ (v): nạp vào, chất vào
• productive /pr∂’dˆktiv/ (adj): có hiệu quả, năng suất
• Reasonable /’ri:zn∂bl/(adj): hợp lý, phải chăng
• Refund /ri:’fˆnd/(n): tiền trả lại, (v) hoàn lại tiền
• Return /ri’t∂:n/ (n): trả lại
• Revolutionize/rev∂lu:∫∂naiz/ (v): cách mạng hóa
• Satisfactory /s€tí’f€ktri/ (adj): thỏa đáng
• Stimulus /’stimjul∂s/ (n): sự kích thích
• To get out ò control: vượt tầm kiểm soát
• In advance: trước
• To buy in bulk: mua nhiều, mua sỉ
• In the original packaging: còn nguyên bao bì
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 GLOSSARY (cont…)

• Cooling off period: thời hạn cho phép thay đổi hoặc hủy đơn đặt hàng
• Out of the stock: hết hàng
• To back up: sao lưu dự phòng
• Money back guarantee: đảm bảo hoàn lại tiền (nếu không hài lòng với sản phẩm, dịch vụ đã mua)
• Method of payment: phương thức thanh toán
• After sales service: dịch vụ hậu mãi
• To be in stock: còn hàng trong kho
• To appeal to sb: thu hút ai đó
• To be in agreement: đồng ý
• To go into liquidation: thanh lý
• To spring up: nảy sinh
• To have access to smt: có thể tiếp cận với
• To press sb to do smt: ép ai làm gì
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 GLOSSARY (cont…)

• To convert smt into smt: chuyển đổi

• To run out of: hết
• To do the best: cố hết sức
• To regard smt/sb á smt/sb: xem (coi) cái gì (ai) là cái gì (ai)
• Aside from smt/sb: ngoài cái gì (ai) ra
• To be in the black: (làm ăn) có lãi, tốt hơn trước
• To be not out to do smt: không muốn có
• To be all things to all people: làm hài lòng tất cả mọi người

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