1
Name(s): ………………………………………………………….
Lesson 2 Professional practice Telephone enquiries
Fly – drive holidays The following phrases are useful when answering the
Listening telephone.
- introduce yourself and offer to be of assistance
Ex.2 A travel agent deals with a telephone enquiry Good afternoon. World Breaks, Janet Cookson
about Florida. In what order speaking.
do you think the following will be mentioned? Listen How can I help you?
and check your answers. - be enthusiastic
That’ s a very good time to go.
a) total price of the holiday We have a great offer at the moment.
b) dates of the flights
- make sure you get all the necessary information
c) names of the people travelling
Can I have the names of the people travelling, please?
d) type of accommodation
Could you spell your surname for me, please?
e) method of payment
- check the information
f) destination
Just let me confirm the details.
Is that correct?
Special offers
US fly- holidays
Florida 7 nts and
14 nts from £ 399
Florida at a glance
Tel. World Breaks Apart from WaIt Disney, Florida is famous for
020 7946 0004 its beaches and natural landscapes.
Ex 3 Listen again and answer these questions. Beaches in the Panhandle have the finest sand.
1 What three things are included in a Busch Gardens is the top family
fly-drive holiday? attraction outside Orlando.
2 What types of accommodation are available?
3 When does the guest want to travel? The Everglades National Park is
4 What do the numbers 14 and 543 refer to? only a short drive from Miami.
5 How often are the flights to Florida?
Orlando's theme parks
6 Which airport do the flights to Florida go from?
are some of Florida's main attractions: Disney
World is the most famous, but Universal Studios,
Ex.4 Listen again and complete the reservation form
pictured here, and Sea World are also popular.
below.
World Breaks
Daytona Beach is one of the few in
Type of holiday: US fly-drive
Florida where cars are allowed on
Resort name: Orlando
the sand. Nearby is the Daytona
Type of accommodations: ………………………………………
International Speedway race track.
Number of nights: …………………………………………………
Out date: ………………………………………………………………
Kennedy Space Center is the home of NASA and the
Departure airport: ……………………………………………….
Space Shuttle, which regularly lifts off into space.
Return date: ……………………………………………………….
Departure airport: ……………………………………………
The Gold Coast is full of luxurious homes
Number of adults: ……………………………………………….
Name(s): ……………………………………………………………
Reading
Number of children:………………………………………….
2
Ex. 6 Look at the map and photos of Florida and
answer these questions. Hi Jackie,
1 Name four theme parks in Florida. Sorry I haven't been in touch. I'm working very hard at
2 Where are Florida's best beaches? the moment. Yes, I've booked my flight to Florida. My
3 Where is the space museum? friend Paul isn't coming with me because he hasn't got
4 Where can you see motor racing? any money. I'm staying for a fortnight. I'm flying to
5 Where can you see areas of natural beauty? Orlando on July 15th and I'm arriving at 7.45 am. I'd
6 In which part of Florida do a lot of rich people live? love to meet you - maybe we can meet at the airport.
7 Where can you see movie stars? Are you taking any holidays in July?
See you soon!
Ex. 7 Oscar is going on holiday to Florida. Look at the
email to his friend Jackie and answer these questions. Listening
1 How long is Oscar staying in Florida? Ex. 8 Listen to Oscar phone Jackie. Answer these
2 Where is he flying to? questions.
3 When is he arriving in Florida? 1 Why does Jackie sound tired?
4 What time is he arriving? 2 How is Oscar travelling around Florida?
5 Where would he like to meet Jackie? 3 Why can't Jackie go to Disney World with Oscar?
4 What is Oscar doing the first weekend of his holiday?
Message 5 What is he doing at the end of the holiday?
From: Oscar Jones 6 Is he meeting Jackie?
To: Jackie Blake
Vocabulary
12 Match the phrases with their definitions.
1 seven-day rental a) place where you collect the car
2 air conditioning b) car hire for one week only
3 collision damage waiver (CDW) c) in-car temperature control
4 an additional charge d) insurance cover for the driver
5 third-party liability e) an extra cost
6 a pick-up location f) insurance cover for other road users
Listening
13 A car the price hire agent deals with a telephone
enquiry. Listen and put his actions in the correct order.
a) asks for the caller's name
b) asks for the pick-up date
c) confirms the car group
d) explains what All means
e) recommends additional insurance
f) confirms
Do you think the car hire agent was helpful? Why /
why not?
3
WORKBOOK 8 incl. h) inclusive price
reading 4 Complete the dialogue with the phrases in the box.
Holiday advertisements just let me confirm the details / could you spell your
surname / there's an additional charge / can I
1 Which of the advertisements below will these have your name / can I help you
people be interested in?
1 Kashmir and Anita want to go away for a weekend. TA – Travel agent, C – Customer
2 Trudy is a student who wants to visit some friends
on the Greek islands. TA: Sunny Planet Holidays. ………………………………1?
3 John and Silvia like all kinds of sports and outdoor C: Hi, I’d like to confirm a holiday booking.
activities. TA: Certainly. ………………………………………..2, please?
4 James and Mary want to organise a holiday with a C: Yes, it’s David Crawley.
large group of retired friends from their club. TA: Sorry, ……………………………………………………….3.?
5 Simon, Jane and their young son love the United C: Yes, C-R-A-W-L-E-Y. We spoke on Monday.
States. TA: Ah, yes, the fly-drive holiday to Florida for four?
C: That’s right. For the last fortnight in August.
TA: ……………………………………4. So, you’re leaving
London Gatwick the 17 August and returning from
Tampa the 31st. And you are staying in a self-catering
apartment?
C: That’s right. Does it have a cot? We have a one-
year-old baby…
TA: I’m afraid, …………………………………………………..5, sir.
5 Now complete the form for David Crawley's booking.
Sunny Planet Holidays Reservations
Name of customer: .........................................
Type of holiday: .........................................
Location: .........................................
Type of accommodation: .........................................
Number of nights: .........................................
Out date: .........................................
Departure airport: .........................................
Return date: .........................................
Departure airport: .........................................
Number of persons: .........................................
Number of children (under two): ..................................
Abbreviations language focus
2 Match the abbreviations with the correct word or Present continuous
phrase.
1 s/ c a) return flight 6 Complete David's email to his secretary with the
2 pp b) self-catering correct form of the present continuous.
3 nts c) half board Message
4 HB d) nights To.. Lesley
5 o/w e) people Subject: travel arrangements
6 rtn f) bed and breakfast
7 B&B g) one-way flight Hi Lesley
4
I hope everything (go) is going 1 well in the office. I Driving in Florida
(write)............ .............. 2 this email to let Driving in FLORIDA is a delight. Most highways
you know that we (have)........... ................. 3 a great are uncrowded, and Floridians are considerate
time in Florida but we've had to change our holiday drivers. Gasoline is inexpensive and car
plans. rental rates are the lowest in the United States.
We (not/fly).................... 4 on Sunday night as
planned. We've decided to fly back on Monday and Car rental costs in Florida are quite cheap and you
I(not/return) .....................5 to the office until can save money by booking and paying before you
Tuesday. leave home. Fly-drive deals can be 50 percent
I (travel)...................... 6 to Cambridge on Wednesday cheaper, but be careful of 'free' car rental. Extras like
for a meeting but I'll phone to confirm when I'm back state tax (1) and insurance are not included in these
in the country. Could you also please check that a offers.
taxi(come)...................................... 7 to pick us up from
Gatwick Airport at 17.00 hrs on Monday? If you rent when you arrive, it is usually cheaper to
Thanks for everything. rent a...........................................................(2) at the
Best regards, airport than in town.
David All you need to rent a car is your ..............................
......(3) , passport and a credit card. The ...................
7 Change David's diary according to his new travel ............................... (4) for car rental is twenty-one,
plans. but drivers under twenty-five sometimes pay extra.
Saturday –
Sunday – Tampa – London Gatwick Arrive:17.00 Make sure your car rental agreement includes .......
Monday – office! ..........................................(5) (CDW) – also known as
Tuesday – Loss Damage Waiver(LDW) - or you will be
Wednesday – meeting in Cambridge office responsible for any damage to the car. Rental
Thursday – agreements include .....................................(6), but it is
Friday – best to buy ..................................................... (7)or
supplementary Liability Insurance.
Present continuous and present simple
8 Choose the correct option in these sentences. Some companies add a premium if you want to leave
1 David is looking / looks at the offers in the window at the car in another city and all charge a lot for gas.
the moment. Make sure you leave the car with the same amount of
2 He is trying / tries to decide which is the best holiday gas.
for his family.
3 They are having / have a fly-drive offer to Florida. Most international car rental agencies offer a range of
4 The travel agent is asking / asks him when he wants vehicles from ........................................(10) to
to travel. convertibles. All rental cars come with an automatic
5 How are you spelling / do you spell your surname? transmission, power steering and
6 We are accepting / accept Visa and MasterCard. .............................(9).
Car hire
9 Complete the sentences with a word from the box.
Language tip
gasoline = US English
petrol = UK English
vehicle/ economy models/ Collision Damage Waiver/
third party insurance/additional/ air conditioning/
taxi/ driver's licence/ minimum age/