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GRAMMAR
Present Simple
We use the Present Simple for
habits and routines: I go to the tennis club every
Monday. The tennis coach doesnt work here in the
winter.
facts: You become a teenager when you are thirteen.
Do British people have ID cards?
generalisations: Lots of young people are sports
fans. Teenagers often argue with their parents.
State verbs (seem, like, feel etc.) are usually in the
Present Simple:
You seem interested in photography.
Do you prefer colour or black and white?
Adverbs of frequency (occasionally, often, never,
always etc.) with the Present Simple show how often
things happen. We put them
before a main verb: He occasionally goes to rock
concerts.
after to be: She is often at home on Sunday
evenings.
between auxiliary (e.g. can, do, have) and main
verbs: We dont usually go to away games. You can
always get a taxi at the station.
Present Continuous
We use the Present Continuous for
things which are happening now: Im making
a poster for the school chess club now.
Shes not sleeping, you can go in.
temporary situations: At the moment, hes working
for a charity. Are you staying with your parents until
term starts?
changing situations: More people are joining
internet forums these days. Is the chess club
becoming less popular?
Time expressions (now, these days, at the moment
etc.) usually go at the beginning or end of the
sentence.
1 Label the words in order from all (100%) to none (0%)
of the time.
always
never
occasionally
often
usually
2 Look at the information about Joeys evenings and
choose the best alternative for each sentence.
TV homework basketball friends
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
In the evening
1 Joey sometimes / often meets his friends.
2 Joey always / usually watches TV.
3 Joey usually / sometimes plays basketball.
4 Joey occasionally / never does homework.
3 Find the errors with the position of the adverbs in the
sentences. Write a tick for correct sentences and
a cross for incorrect ones.
Members of a fan club usually can
buy cheap tickets.
1 My schools societies meet never
on Fridays.
2 People dont work usually full-time
when they are studying.
3 Always I feel good when I give money
to charity.
4 Her favourite music is hip hop but she
sometimes listens to soul.
5 They travel often by coach to away
games.
6 Do you often get a seat on the
supporters coach?
7 I usually am at home on Saturday
evenings.
8 She nishes her homework never
before midnight.
9 Does he always help you with your
homework?
10 She often is tired when she gets home
from work.
1
NEW MESSAGE
Dear Sir/Madam,
A
I am writing to complain about the laptop computer which I bought through your online shop
shop.comps4all.com and about your customer service.
B
I ordered the computer on July 15
th
and my credit card was charged immediately but
the computer did not arrive until August 17
th
, more than a month later, although your website
guarantees delivery within one week. When the computer arrived the box had a hole in it, the
keyboard was scratched and the power cable was missing. I immediately phoned your helpline and
was told that I would have to pay for sending the computer back if I wanted a refund.
C
I am not satisfied with this service. I do not feel that it is acceptable that I have to pay for the
postage because it is clearly your fault that the computer arrived in this state. I suggest that in
future you package your goods more carefully before you send them, and that you make sure you
keep your promises about delivering orders quickly.
D
I would like either a replacement computer or a full refund as soon as possible, and I expect
you to pay for the courier to return the damaged computer.
I look forward to hearing from you.
Yours faithfully,
Jenny Park
From Jenny Park <jennypark@zedmail.com>
To customerservice@comps4all.com
Date 28 August 2011
99
WRITING | A letter of complaint
1 Match the topics with the paragraphs
in the letter.
1 explain the background to the
problem and what happened
2 say what you want them to do
3 say why you are writing
4 suggest how the company can
improve its service
2 Read the letter again. Match
examples of these things to
paragraphs AD.
1 a reason for writing
2 a complaint
3 a suggestion
4 a reason for the complaint
5 two alternative solutions
6 a standard closing expression
3 Look at the underlined words and phrases in the email and match
them to the similar meanings below.
1 how a company treats its clients (n.)
2 something you can say yes to (adj.)
3 not in good condition (adj.)
4 not present when it should be (adj.)
5 on the Internet (adj.)
6 promises (v.)
7 when you get your money back (n.)
8 asked to pay for something (v.)
4 Choose one of situations 13 and write a letter of complaint. Explain
the situation, suggest a way it can improve its service and say what
sort of compensation you want. Remember to:
structure your letter logically.
use a formal style.
use some of the phrases from Exercise 3.
be polite but rm.
1 You bought a new mobile phone and it stopped working after
three weeks.
2 You ordered and paid for two T-shirts on-line. It is now a
month later and you havent received anything.
3 You stayed at a youth hostel which was dirty and unsafe.
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WORD LIST
Food
appetising/unappetising
articial
bake
bland
bun
cook (n, v)
delicious
diet (n)
eat out
fast food
fattening
fatty
lling (adj)
food colouring
fresh
fry
home-cooked
ingredient
junk food
lettuce
lose your appetite
natural
nutritious
packed lunch
peel (v)
prepare
recipe
salad
salt
slice (n)
stale
sweets
takeaway
tasty
tough
Shopping and services
bakers/bakery
bar code
bargain
butchers
carton
chain store
changing room
chemists (pharmacy)
compensation
complaint
delivery
department store
exchange (v)
faulty
greengrocers
grocers
helpline
in/out of stock
newsagents
offer (n, v)
on sale
order (n, v)
price
queue (v)
reduced
reduction
refund (n)
replace (v)
replacement
sale (n)
shopaholic
shopkeeper
shopping centre/mall
shopping trolley
spend
stationery
store (n)
try on
Money
bank (n)
bill (n)
borrow
broke (adj)
cash dispenser/
cashpoint
cash register
credit card
debt
nancial
interest payment
loan (n)
mortgage
(over)charge (v)
personal loan
salary
store card
wages
wallet
well-off
Advertising
ad/advert
advertise
advertising
billboard
campaign (n)
junk mail/spam
pop-up
(radio/TV) commercial
slogan
special offer
Other
apologetic
apology
avoid
blame (v)
feel like
rm (adj)
hopeless at
improve
in a hurry
instead of
look forward to
shrink (v)
sort sth out
straightaway
sweat (v)
100
VOCABULARY
1 Complete the gaps with words from the Word List.
Noun Adjective
appetite appetsng
1 apology
2 articiality
3 fault
4 nance
5 hurried
6 nature
7 nutrition
8 person
9 reduction
10 salty
11 taste
2 Complete the sentences with words from Exercise 1.
If you arrange food properly on a plate, it looks
more appetsng.
1 I cant see anything! I think the computer is
.
2 Its important to start the day with a
breakfast or you wont have enough energy.
3 As part of my diet Im using only milk with
fat 1.5% instead of 3%.
4 I try to eat organic food without any
ingredients.
5 Putting too much on your meals is very
unhealthy.
6 When I complained he was really .
He spent about ve minutes saying sorry.
3 Complete the conversation with the correct forms of the
words in brackets.
Manager Can I help you?
Customer I hope so. Im afraid that I want to make
a complant (complain).
Manager Whats the problem, sir?
Customer I bought this
1
_____ (nature) vegetarian
salad here yesterday. However, when I got
home not only was it not
2
_____ (taste) but
I also saw that it contains butter which is
animal fat!
Manager Im sorry, sir, I must offer an
3
_____
(apologise) on behalf of Trufood
Supermarket. Would you like a
4
_____
(replace)?
Customer No, thank you. I think Id prefer to have a
5
_____ (refunded). And I think you should
give me some
6
_____ (compensate) for the
time is has taken me to return the meal.
Manager Im afraid I cant do that, but you can write
to our head ofce if youd like to.
Customer I might do that. While Im here, can I ask
why you dont have a bigger range of meat-
free meals on
7
_____ (sell) in your shop?
Manager Im afraid our stock is
8
_____(order) by a
central buyer, not me, but Ill pass on your
comments.
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The hard sell
1
2
Eating out
with Mike Dee
If you are thinking of going to Luigis for a romantic dinner,
dont! I took my favourite person there and although the
menu described the steaks as delcous, the fish as
1
from the sea and the ice-cream as completely natural the
truth was very different. The first course was soup which
was very salty and it was served with
2
bread
which must have been at least three days old. The meat was
next and it was so
3
that it hurt my teeth, the fish
was not
4
properly because it was still cold in the
middle. And to end it all, the ice-cream was full of artificial
ingredients, like bright blue food
5
! I
6
my
appetite before the main course even arrived. Certainly not
a restaurant I can recommend.
101
4 Choose the correct alternatives to complete the article.
A lot of young people in Britain have unhealthy
a which include too many
1
foods which are
full of fat and
2
. A lot of people
3
schools
for not educating students to know about the
benets of having a balanced,
4
diet.
However, others say that parents are at fault for
allowing their kids to eat too much
5
food
and too many
6
.
a diets c meals
b sweets d ingredients
1 a delicious c fast
b natural d appetising
2 a salt c sweets
b takeaways d ingredients
3 a treat c stick
b exchange d blame
4 a vegetarian c bland
b articial d nutritious
5 a junk c faulty
b lling d diet
6 a seeds c cartons
b takeaways d meat
5 Complete the restaurant review with words from the
Word List.
Extend your vocabulary
The noun shop has two main meanings:
a place where you buy things, e.g. a clothes
shop
a place where things are made or repaired,
e.g. a machine shop
1 Read the definitions and complete sentences 19
below.
all over the shop (inf.) things scattered about
untidily
set up shop (inf.) to start a business
shop someone (v inf.) to report someone to the
police
shop around (v) (1) to compare prices and quality in
different shops, (2) to look for something better
shop oor (n) the area in a factory where ordinary
workers are
shop steward (n) a worker elected by other workers
in a factory or business to represent them in
discussion with the management
shoplift (v) to take something illegally from a shop
shopsoiled (adj) something that is reduced because
it is slightly dirty or damaged
shut up shop (inf.) to close a shop or business either
temporarily or permanently
talk shop (inf.) to talk about things that are related
to your job
They shopped around for several months
before they decided where to live.
1 The company director had started her career
as a young worker on the .
2 The trousers were half price because they
were .
3 The thiefs wife him to the police.
4 Our local caf when a fast-food
chain opened next door to it.
5 Im not surprised you cant nd your football
shorts your clothes are .
6 When Harry and Steve get together they
all the time. Its so boring!
7 The actress was rich enough to buy the
clothes so nobody could understand why she
tried to them.
8 If you have a problem with your boss then
talk to your about it.
9 I left my job with the school and
as a dance instructor last year.
6 Complete the text with words from the Word List.
I needed to buy an outt for my cousins
wedding so I went to the shopping centre
because all the well-known
1
c s
are there. It was just after Christmas and there
were many items with
2
r prices. I spent
ages looking around and eventually found a very
elegant suit. I wasnt sure if it was the right size
so I went to the changing room to
3
t it
o . Unfortunately, when I took it to the
4
c r to pay, I discovered that I had
no cash and I had left my
5
c c at
home. I was really annoyed but the lady in the
shop said she would keep the suit for me while
I went to the
6
c to get some money from
my bank account.
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