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Lesson Transcript

Braden: Facing a Tough English Audience
Braden: In this lesson, you’ll learn about Uses of the verb to Have and a hint about dealing with telemarketing.
Barbara: This conversation takes place at work on the phone.
Braden: And it’s between Cody and a woman on the phone.
Barbara: Here, Cody is trying to make a professional sale so he’s speaking professionally. However, the woman is a bit irritated because he has interrupted her day. She is speaking casually.
Braden: Let’s listen to the conversation.
Woman: Hello?
Cody: Hello ma'am. It is ma'am, right?
Woman: Yes.
Cody: My name is Cody, and I'm calling about a special discount for our Preferred Member card holders. You do have a Preferred Member card, don't you?
Woman: Yes, I do.
Cody: I know you're busy, ma'am, so I'll be quick about this. We've got an offer where customers, such as yourself, can enjoy a forty percent discount on shampoo and conditioner from Garnier. Is that something that would interest you?
Woman: No.
Cody: Remember, ma'am, that this discount is completely free for existing Preferred Card members. All I need is your authorization and you'll have the discount on your next purchase. Could I have your permission, ma'am, to authorize your card?
Woman: No.
Cody: Connected with this discount we also have... (Woman hangs up)
Cody: Thank you, ma'am, for you time. Have a good evening.
Braden: So, we wanted to talk a little bit about Telemarketing.
Barbara: By definition, a sale is the act of selling a product or service in return for money or some other kind of compensation. It can also be defined as the completion of a commercial activity.
Braden: In every sale, there is a seller - sometimes called a salesperson - and a buyer or purchaser.
Barbara: There is a distinction between "inside sales" and “outside sales." The main distinction being that “inside sales” occur while the buyer and the seller are physically located at the place of business.
Braden: And “outside sale” is defined in the fair labor standards act as "products, services, or facilities sold to customers that are physically away from the place of business."
Barbara: This is where telemarketing comes in. Since the invention of the telephone, long-distance sales have become more and more common. In telemarketing, calling someone and trying to sell them something is called "outbound sales."
Braden: Our tip here is to say no three times. I was a telemarketer for a short period of time and the training standard is to “not take no for an answer” but to “take three no's as an answer.”
Barbara: This is part of training in part of quality control. If the telemarketer does not continue after your first and second “no” they can receive pay deductions and other penalties. They are required to keep trying until all three “no”s have been given.
Braden: Let's take a look at the vocabulary for this lesson.
The first word we'll look at is...
Barbara: special [natural native speed]
Braden: better, greater, or otherwise different from what is usual
Barbara: special [slowly - broken down by syllable]
Barbara: special [natural native speed]
members [natural native speed]
Braden: individuals, things, or organizations belonging to a larger group
members [slowly - broken down by syllable] members [natural native speed]
Barbara: correct [natural native speed]
Braden: free from error
Barbara: correct [slowly - broken down by syllable]
Barbara: correct [natural native speed]
interest [natural native speed]
Braden: to cause curiosity or attention in someone
interest [slowly - broken down by syllable]
interest [natural native speed]
Barbara: Garnier [natural native speed]
Braden: European beauty products company
Barbara: Garnier [slowly - broken down by syllable]
Barbara: Garnier [natural native speed]
authorization [natural native speed]
Braden: official permission to act in a certain way or take a course of action
authorization [slowly - broken down by syllable]
authorization [natural native speed]
Braden: Let's have a closer look at the usage for some of the words and phrases from this lesson.
Barbara: In the dialogue, we heard the phrase “ma’am.”
Braden: this word is a shortened form of the word “Madam.” In conversation, the term ma’am is typically referred to “madam” even though “madam”is the complete word.
The history is a bit beyond the scope of this lesson however the term “madam” can be used to refer to a woman who runs a brothel. In contrast, the word “ma’am” cannot. Outside of that, the meanings are identical.
Braden: For example, “Thank you, ma’am, for you time.”
Braden: Could you break this down?
Barbara: Ma’am (slowly)
Braden: And one time fast?
Barbara: Ma’am (fast)
Braden: Great! What’s next?
Barbara: Our next phrase is “I know you’re busy, but…”
Braden: this phrase is a polite phrase. It is An introduction phrase used to recognize that you are interrupting another person. or That you are requesting something of them that may not be easy for them to do, and may take a considerable amount of their time.
Braden: Could you break this down?
Barbara: I know you’re busy, but… (slowly)
Braden: And one time fast?
Barbara: I know you’re busy, but… (fast)
Braden: Perfect!

Lesson focus

Braden: Let’s take a look at the grammar point.
Braden: So, Barbara, what’s the focus of this lesson?
Barbara: The focus of this lesson is uses of the verb to have
Braden: In the dialogue, we heard the phrase…
Barbara: Have a good evening.
Braden: The verb “to have” is used in a number of different ways in English.
Barbara: First let’s take a look at have as the main verb. "To have" is used as a main verb to indicate possession of objects, characteristics, relationships, or other qualities.
Braden: For example, “She has three poems by Robert Frost.” or “Austin has a lot of free time on Tuesdays.”
Barbara: Now let’s look at the “have got” construction.
“Have got” is also used, especially in British English, to indicate possession of objects, characteristics, relationships, or other qualities.
Braden: For example, “She's got some friends in Ireland.” or “Alisha has got three cousins.”
Barbara: “To have” is also used as a main verb to express a number of actions.
Braden: Some example phrases would be “have a bath, wash, or shower,” “ have breakfast, lunch, dinner,” “have questions,” “have a party,” “have a walk, hike, ride,” etc.
Barbara: Some example sentences would be - “Eric is having a shower at the moment.” or “She usually has lunch at two o'clock.”
Braden: “Have” is also used as an auxiliary verb in the perfect tenses. Remember that the auxiliary verb takes the conjugation, so the verb have will change depending on the tense.
Barbara: For example, “He has been to Georgia twice.” or, “Jane had been working for two hours when he telephoned.”
Braden: “Have is also used in the “To have something happen/happening” structure that describes experiences.
Barbara: This structures is have + object(s) + -based form of verb / -ing form. This form is used to speak about experiences that have happened or experience in general.
Braden: For example, “We have people visit us all the time.” or “Jessica had her children playing at the park.”
Barbara: Next we’ll look at “To have something done” a causative phrase. This is often used for making arrangements. The structure is – have + object(s) + past participle
Braden: This form is used to speak about something that you arrange to have done for you. This form is also known as the causative “have” because it expresses something which someone else causes to happen.
Barbara: For example, “He had them delivered to his office.” or “They had Jonathan promoted to manager.”
Braden: Lastly, “have” can be used in a modal form. This modal form is usually expressed as “to have to do something.” Here the idea is an action or routine that requires someone to act. We use “to have to do something” to speak about our responsibilities in life.
Barbara: For example, “We don't have to work hard on Sundays.”
Braden: “Will have to do something” is used to speak about future obligations. For example, “Marie will have to decide whether she wants to marry him or not.”
Barbara: “Had to do something” is used to speak about past obligations. For example, “Natalie had to explain the situation to Benjamin.”
Braden: The negative form “don't/didn't have to do something” refers to an action which is not required someone, but possible nonetheless.
Barbara: “Mustn't”, on the other hand, refers to something that is prohibited.


Braden: That just about does it for today. Thanks for listening.
Barbara: See you later!