1. Retailing

2. Contents
Key Vocabulary: Retailing, Customer Satisfaction – SB, pg. 25, 26, 29. Language Focus: Make and Do Collocations, Compound Nouns – SB, pg Skills: Locating Objects; Customer Survey – SB, pg

3. Discussion, pg. 29 Sort out Convertible Call of duty
Exceptional customer service
Mystery shoppers
Incentive
Bonus scheme

4. Key Vocabulary
retailing - the sale of goods in small quantities directly to consumers retailer – a person who sales in small quantities directly to customers
chains - hotels or shops that have the same owner or management
shopping center – a group of shops and often restaurants having a common parking space
outlet - a store that sells the goods of a particular manufacturer or wholesaler
hypermarket - a very large retail outlet that is a combination of a department store and a supermarket.
department store - a large retail store for the sale of many kinds of goods organized in separate departments
retail park - an area outside a town with many large shops and space for cars to park

5. POSSIBLE EXAM QUESTION
Name as many as possible retail outlets that you know.
Answer: shop, store, outlet, retail park, shopping center, department store, retail chain, hypermarket, supermarket.
2. What examples of good and bad customer service do you know?

6. Listening, pg. 32 Shelf – polica Checkout- kasa Counter - tezga
Aisle - prolaz
Cereals - žitarice
At the eye level – na nivou oka
Generate the highest sale – generiše najvišu prodaju
Discount – popust
Bargain – pogodba, bagatela, dobra cena

7. Listening, pg. 32

8. Vocabulary matching
retailing outlet chains shopping centre retail park department store hypermarket superstore
a) a store that sells the goods of a particular manufacturer or wholesaler
b) a group of shops and often restaurants having a common parking space
c) a large retail store for the sale of many kinds of goods organized in separate departments
d) a very large shop that sells a large variety of or one type of product
e) the sale of goods in small quantities directly to consumers
f) hotels or shops that have the same owner or management
g) an area outside a town with many large shops and space for cars to park
h) a very large retail outlet that is a combination of a department store and a supermarket.

10. Make & Do, pg. 30 Basic Difference Between DO and MAKE
Use DO for actions, obligations, and repetitive tasks.
Use MAKE for creating or producing something, and for actions you choose to do.
DO generally refers to the action itself, and MAKE usually refers to the result. For example, if you “make breakfast,” the result is an omelet! If you “make a suggestion,” you have created a recommendation.

12. Make & Do, pg. 30

13. Compound Nouns, pg. 29

14. Compound Nouns, pg. 29