About the audio
All the audio on this page comes from the American English voice of your device (text-to-speech). There are no audio files, so every word, line and sentence can play, even the sentences you write.
- Listen as many times as you want. Play one line, the full dialogue, or one word from the vocabulary.
- Hear your own answers. In Personalize, the page reads your sentences, so you hear your own sales English before your next meeting.
- Build long sentences. In My Script, Listen slowly and the backchaining steps help with long lines and numbers.
- Answer by voice. In Trainer Pro, a customer or a colleague says something to you. Tap Click & Say and answer out loud. The page understands numbers, percentages and prices in different forms.
- One voice for each character. Women have female voices and men have male voices, and every character in a dialogue sounds different. If your device has fewer voices than characters, two characters share a voice with a different pitch.
- See what is playing. The button that is playing turns coral with moving bars, and the line is highlighted. Tap it again to stop.
- Change the speed. Use Slow (at the top of the page) to follow the marks, and Normal for shadowing. The dialogues also show ‿ linking: where the end of one word connects to the next (check~it out, next~time, did~you).
- Same spelling, different sound. Some words change pronunciation with their grammar, like record /ˈrɛkərd/ (a track record) and /rɪˈkɔrd/ (to record), increase /ˈɪnkris/ (an increase) and /ɪnˈkris/ (to increase), or present /ˈprɛzənt/ and /prɪˈzɛnt/. Acronyms like KPI, SLA and OTIF: K-P-I, S-L-A, and OTIF is said like a word.
- Check your pronunciation. Say it uses your microphone to compare your sentence with the script.
Works best in Chrome, Edge or Safari. The voice can be different on each device. No sound? Check the volume and the silent mode of your phone. For Say it, allow the microphone.
Key Vocabulary
Start here. Learn and practice the key words and expressions of this topic before the dialogues.
Tip: on your phone, turn it sideways for Space Quiz.
Vocabulary warm-up
Play before the dialogues. Every game uses all the vocabulary and expressions of this topic and picks new words each time.
Drag across the letters to select a word.
My Script: Handling Service Failures
Your key lines for sales meetings. Build each sentence from the end, one piece at a time, then say the full line.
Let's talk
Answer with your teacher. Use the vocabulary and grammar from this topic.
Spanglish check
Words that Mexican logistics teams use every day, and what U.S. customers actually say.
| In a Mexican office | With a U.S. customer |
|---|---|
| “Hubo un retraso” | There was a delay / the load is running late |
| “La causa raíz” | the root cause |
| “Acción correctiva” | a corrective action |
| “Te doy seguimiento” | I'll follow up with you |
| “Tranquilizar al cliente” | reassure the customer |
False friends
These words look like Spanish words, but they mean something different.
| English | Looks like… | Actually means… |
|---|---|---|
| responsible | responsable | same meaning, but take responsibility = asumir la responsabilidad |
| excuse | excusa | careful: excuses sound negative; say explanation |
| molest | molestar | abusar (bother, inconvenience = molestar) |
| delay | delay | same word in both, but in English it's /dɪˈleɪ/ |
Cultural note
In a service failure, the customer's trust depends on speed and honesty. Call first, give the facts, take responsibility, and explain the plan. Don't blame the driver, customs or the weather.
The passive voice helps you explain facts without blaming people: The unit was held at customs. is more professional than Customs stopped our truck.
Read and pronounce
Listen to the model, tap Say it and say each sentence out loud. Bold words are the strong ones, gray words are soft and quick, and the underlined word carries the main stress. The app checks your pronunciation and marks any word it did not hear clearly.
Unfortunately, today's load is running about six hours late.
The unit was held at customs last night.
We should have called you as soon as the truck was held.
That was our mistake, and I take full responsibility.
We found the root cause, and we're taking two corrective actions.
Okay, Paola. What happened exactly?
Has the customer been informed?
That's the real problem. They should have called her last night. What's the new ETA?