1. Starting up/7

2. Vocabulary/8

3. Reading: Building customer relationships - increasing customer loyalty/11

4. Language Review/15

5. Translation Exercises/17

6. Writing Letters /42

7. Practice Test /44

CUSTOMERS AND PRODUCTS

1. Starting up /48
2. Vocabulary /49
3. Reading: Problem analysis vs. decision making /51
4. Language Review/54
5. Translation Exercises/57
6. Writing Letters of Application (I) / 66

7. Practice Test /67

APPROACHING NEW CUSTOMERS /71

1. Starting up/ 71
2. Vocabulary /72
3. Customer Centrality/74
4. Language Review/77
5. Translation Exercises/80
6. Writing Letters of Application (II)/119
7. Practice Test /119

DEVELOPING NEW PRODUCTS /123

1. Starting up /123
2. Vocabulary /123
3. Reading: Products, service marketing and branding strategy /125
4. Language Review/139
5. Translation Exercises/142
6. Writing Letters of Complaint and Aology/160
7. Practice Test/ 161

NEGOTIATIONS /165

1. Starting up/ 165
2. Vocabulary/165
3. Reading: The New Age of Negotiation /167
4. Language Review /183
5. Translation Exercises/185
6. Writing Letters of Complaint/201
7. Practice Test / 202

List of irregular verbs / 207

BIBLIOGRAPHY /214