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NEW A3W3D5

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English4callcenters .com

on 11 February 2017

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Transcript of NEW A3W3D5

GRAMMAR
REVIEW
Form:
{subject+have/has+past participle}
I have eaten
You have eaten
He
has
eaten
She
has
eaten
It
has
eaten
We have eaten
They have eaten
I have not eaten
You have not eaten
He
has
not eaten
She
has
not eaten
It
has
not eaten
We have not eaten
They have not eaten
Have I eaten?
Have you eaten?
Has
he eaten?
Has
she eaten?
Has
it eaten?
Have we eaten?
Have they eaten?
Positive
Negative
Questions
Contraction: I've eaten. I haven't eaten
Your coach will explain to you the grammar chart. Pay attention.
Present Perfect
GRAMMAR
REVIEW
Your coach will explain to you the grammar chart. Pay attention.
Form:
[Subject+ Have/has + been + present participle]
I have been eating
You have been eating
He has been eating
She has been eating
It has been eating
They have been eating
We have been eating
I have not been eating
You have not been eating
He has not been eating
she has not been eating
It has not been eating
They have not been eating
We have not been eating
Have I been eating?
Have you been eating?
Has he been eating?
Has she been eating?
Has it been eating?
Have they been eating?
Have we been eating?
Positive
Negative
Question
Present Perfect Progressive
Customer Service
Talk
VOCABULARY &
PRONUNCIATION REVIEW
WATCH &
Watch the video, practice your
active listening:
hear and write down at the
same time
Wh questions
What...?
Where...?
When...?
Who...?
Which...?
Why...?
Who...with...?
How...?
How long...?
How many...?
How much...?
How often...?
Review stars/goal/melody and have all students practice the repetitions
AUTOMATIC
Fluency
?
Linking words:


60 seconds non-stop
Get in couples, you have one minute to discuss a question for today using the tense learned.

1.
2.
3.
TOPIC
Review the vocabulary.
New
Vocabulary
?
?
Conversation
Time
Answer the following questions and
then share your answers with the class
THE FLOOR
GET INTO

?
?
What is your fav
LEARN
Recovery
TIME
Discipline check
S1
S2
COMPETITION
JOB HUNT
MIXED
1. What are some of your leadership experiences?
2. How would you fire someone?
3. What do you like the most and least about working in this industry?
4. Would you work 40+ hours a week?
5. What questions haven't I asked you?
6. What was the last book you've read for fun?
7. What were your co-worker/family pet peeves?
8. What are your dream hobbies?
9. What is your favorite website?
10. What makes you uncomfortable?
Common Job Interview Questions:
JOB HUNT
ROUND 2... GO!
Common Job Interview Questions:
Have you ever been in a job interview?
What do you think you are lacking to get the job?
sympathy

Funny

able

behave

tolerant
Trustworthy

Intelligent

hard worker

handsome

leader
1. What was the last book you've read for fun?
2. What were your co-worker/family pet peeves?
3. What are your dream hobbies?
4. What is your favorite website?
5. What makes you uncomfortable?
6. What are some of your leadership experiences?
7. How would you fire someone?
8. What do you like the most and least about working in this industry?
9. Would you work 40+ hours a week?
10. What questions haven't I asked you?

Service Talk
Customer
Stand up, get in couples, practice the following questions, remember to review the following common expressions.
I will give you all the information that you need
Can you tell me when did you start to have that problem?
Power cable
Model Number
Master Reset
IT
Stand up and answer the following questions with different people in the classroom.
Discipline check
S1
S2
COMPETITION
Your Life
Change
Mentality &
Discipline
What you Believe is your Reality, One requirement is to have a success mentality which we reach through techniques that successful people have used to accomplish great results.
"Do what you have to do when you have to do it, whether you want or not" Learning English is like going to the gym, If you follow your diet and your coach's feedback you achieve your goals faster.
Mentality:
Discipline:
Improve our student's life quality, by teaching them how to get fluency and confidence in English, Using our powerful system "English with Mentality and discipline" for them to achieve all their goals and dreams in the shortest time possible according to their individual effort.
Mission:
We are the best teaching English worldwide with mentality and discipline, being at the forefront of innovation and technology.
Vision:
Sell
Couples
Prepare your creativity and show your selling skills This exposition is for Advanced 3 week 4 Day 1
* Use the following vocabulary when selling:
- Get It Now! -It's a great deal -50% off -Brand new -Be the First -Limited Time Offer -A deal just for you -A tailor-made offer

*decide what to sell and Prepare with your couple Visual material so you can convince the buyers.
*Get ready to interact with the audience remember that you are selling an item, so interaction is very important.

*Provide detailed information: Price,discounts,amount,specifications,why do you need it?,what does it do?
EXPOSITION
You must watch this video
Vocabulary:
CALL CENTER
ROLE PLAY
Follow the flow
Apologize
Listen to the customer
Offer a solution
Close
Choose a couple, get back to back and practice the following call!
One is the customer and the other one is the agent,
you have to change roles!
A. Agent: You can be
- Polite
Fast
- Solver
B. Customer: You can be
- Impatient
- Curious
- Slow
You create the scenario!
Full transcript