1 Form and layout 1
2 General office communication 12
3 Enquiries 24
4 Offers and quotations 36
5 Orders 47
6 Dealing with orders 62
7 Payment and reminders 73
8 Complaints 91
9 Credit enquiries 104
10 Looking for a job 115
Glossary 130
A-Z Word List 134
Transcript 141
Answer Key 147