Lesson 1 21/02/2010

A Asking Questions
1. Here are some questions that might be asked at a travel agents. Match the replies a-h to
the clients questions 1-8
1. Do I have to change planes anywhere?
2. Can I get an APEX ('Advanced Purchase
Excursion.') ticket?
3. Is it best to fly from Paris to Lyon?
4. Im booked on a flight to New York
tomorrow, but I cant travel then. What should
I do?
5. What time do I have to be at the airport?
6. Dos the flight stop anywhere en route?
7. Does the train go all the way to Venice?
8. How much is a round trip to Tokyo?

a. Is that economy class or business class?

b. No. Its a direct flight.
c. No, its a non-stop flight.
d. No, you have to change trains in Bologna.
Is that OK.?
e. Not really. Its better to take a train.
f. Would you like me to cancel your
reservation?
g. Yes, but only if you stay over Saturday
night. Is that all right?
h. Your check-in time is 5:30 and your
departure time is 6:30. Do you want me to
book you a taxi?

2. There are the responses to the questions. What are the questions? Fill the blanks.
1. What _________________________________________________ leave?
It leaves at 7:45.
2. __________________________________________________________ check in?
I have to be there 90 minutes before.
3. _______________________ people ____________________________ in your party?
There are four of us including myself.
4. _____________________________________________________________ full name?
Leticia Faria.
5. _______________________________room __________________________________?
Id like a double room with a balcony.

6. _______________________________________________________________________?
Ill be leaving on Monday morning.
7. _______________________________________________________________________?
Im going to pay by Visa.
8. _____________________________________________________________________?
Id like a call at 7:00 am please.
B Role play

How long?

Imagine that one of you is a visitor from

another country and the other is asking about
the visitors country. Find out more about it,
using question words in the speech balloon.
Then change roles.

How much?
What?

What kind of ?

What time..? when?

Where?

Which..?

Who.? Why.?
What..for?

C Could you tell me..? questions often sound more polite than direct questions,
especially if the questions are personal, difficult or annoying.
1. Look at the examples below and notice the word order in each question. Then do the
exercise 2.
Direct questions

Could you tell me..?

When are you leaving?

Could you tell me when youre leaving?

How long are you going to stay?

Could you tell me how long youre going to stay?

What is your date of birth (dob)?

Could you tell me what your date of birth is?

What is your first name?

Could you tell me what your first name is?

2. Imagine that youre talking to a guest. Think of a suitable Could you tell me..?

1. My name is
difficult to
spell

2. Im leaving
soon.

I gave my
tickets to
someone

Id like to
watch the
soccer game

I cant find my
room key.

I want to see
the manager.

Ive arrived in
this country
recently.

Im leaving
early next
week

My suit needs
some pressing.

D 1. Read this letter to guests at a hotel and discuss these questions:

Why are questionnaires useful for hotels?

Why should guests bother to complete them?

A special questionnaire for our guests

Dear Guest,
Your ideas on what we can do to continuously improve our hotel are very important to
us.
Its our goal to satisfy the needs of our customers and exceed their expectations.
Therefore it would be very much appreciated if you could take a little time to
complete this questionnaire.
Thank you for staying with us.
We hope you enjoyed your stay with us and will return soon.
Yours sincerely,

* Role play: activity 3 page 109, activity 19 page 117 Play the roles of guest and member
staff. Imagine that youre doing a guest survey, to find out about the guests reactions to your
hotel. Listen: