市场营销英语讲义 38页

Unit1FirstContactWORDCHECK(I)marketingManagerpersoninchargeofthemarketingdepartmentcomputerManagerpersoninchargeofthecomputerdepartmenttobeovertobehereonavisitfromanothercountryhostpersonwhoinvitesorreceivesgueststhesepartsthisarea1.LISTENING(I)Youaregoingtohearanumberofpeopleintroducingthemselves.Someoftheintroductionsinvolvetwopeople,someinvolvethree.Asyoulisten,numbertheseconversationsintheorderyouhearthem.AHello,I’m……Nicetomeetyou,Myname’s…….BHello,letmeintroducemyself.Myname’s…….Pleasedtomeetyou,I’m……..CIdon’tknowanyonehere.You’llhavetointroduceme.Ofcourse.Roger,thisis…….Nicetomeetyou.DHowdoyoudo?Myname’s……Nicetomeetyou.Mine’s…….EIhaven’tmetyourManagingdirectoryet.Oh,I’msorry.DoctorMannheim,thisis……Verynicetomeetyou.FLetmeintroduceyoutwo.Maxine,thisisFrancis.Nicetomeetyou.GCouldyouintroducemetotheMarketingManager?Ofcourse,Philip,Letmeintroduceyouto…….Nicetomeetyou2.READANDLEARNWORDCHECK(II)PlcPublicLimitedCompany.AcompanywhosesharesyoucanbuyontheStockExchangeannualeveryyear,yearlysoftwareprogramsforacomputersystemdevelopmentplanningnewproductsPersonneldepartmentsectionofacompanywhichdealswithstaffwelfare,records,trainingandrecruitmentcolleaguefellowworkerinacompanyorprofessionAccountssectionofacompanywhichdealswithmoneypaidorreceived\nDepartmentmarketresearchexaminationofthepossibledemandforaproductbeforeitisputonthemarketPersonalAssistantsecretarywhoprovidesspecialhelptoamanagerordirectorFinancesectionofacompanywhichcontrolsacompany’smoneyProductionDepartmentsectionofacompanywhichdealswiththemakingofthecompany’sproductsfashiondesignerpersonwhoplansnewstylesinclothes1.LISTENING(II)MandersPlcarehavingtheirannualparty.Listentothedialoguesoverheardattheparty.Matchupthepeople’snameswiththeirtypeofwork.Thefirstonehasbeendoneforyou.2.READANDLEARNNamesTypeofwork1.Peter2.John3.Susan4.Mike5.Sarah6.Mrfields7.Martin8.Jean9.Jean’shusbanda.Productionb.PersonalAssistantc.Softwaredevelopmentd.Marketresearche.Fashiondesignf.Personnelg.Accountsh.Salesi.Finance3.PRESENTATIONWeuseavarietyofprepositionstoindicateworkrelationships.e.g.IworkforManders(theyaremyemployers)IworkatManders(theplace)IworkwithManders(asenseofcollaboration)I’mincomputers(generaltypeofwork)I’monthemarketresearchside(generaltypeofwork)I’mintheSalesDepartment(specificplaceofwork)4.PRACTICEGroupwork1.Introduceyourselftotheothers.2.Introducetheothertwotoeachother.3.Asktobeintroduced.4.Tellyourjobandplaceofwork.\nUnit2CompanyOrganization-----PresentingtheCompanyWORDCHECK(I)organizationalshowingthewayacompanyisorganizedstructureorganizationManagingDirectorDirectorwhoisinchargeofawholecompanyexecutivesPeoplewhoputdecisionsintoactionpersonnelstafftrainingteachingemployeeshowtodosomethingrationalisationmakingmoreefficientregionpartofacountry/anareatosplittodividematrix(basis)organizedaccordingtotwosetsofcriteria,e.g.geographicalandfunctionalsectionpartofacompanysubsidiarycompanywhichisownedbyaparentcompanyaffiliatecompanywhollyorpartlyownedbyanothercompany1.LISTENING(I)ListentothepresentationaboutRossomonPlc.,completetheorganizationchartbelow.2.READANDLEARN\n1.PRESENTATIONThissectiondemonstratessomeofthelanguageusedtodescribeanorganizationintermsof:lHierarchylResponsibilities/functionslTitleslAffiliateslStructureHierarchyThecompanyisheadedbytheMD.TheSalesDirectorreportstotheMD.TheSalesDirectorisundertheMD.ThesalesDirectorisaccountabletotheMD.TheSalesDirectorissupportedbyasalesteam.TheSalesDirectorisassistedbyanAssistantSalesManager.Responsibilities/functionsThefinanceDepartmentisresponsibleforaccounting.TheR&D(ResearchandDevelopment)Departmenttakescareofnewproductdevelopment.TheAdministrationManagerisinchargeofpersonnel.TitlesBelowarethemainmanagerialtitleswiththeUSequivalentsinbrackets:Chairman(President)ManagingDirector(chiefExecutiveOfficer/SeniorVice-President)FinanceDirector(Vice-President-Finance)SalesManager(SalesDirector)Note:TheDirectorsandChairmanofacompanyusuallysitontheBoardofDirectors(ExecutiveBoard)AffiliatesXistheParentcompany.A,BandCaresubsidiaries(morethan50%ownedbytheparent)StructureTheCarDivisionconsistsoftheProductionDepartmentandtheSalesDepartment.TheProductionDepartmentcomprisestheMethodsSectionandtheMaintenanceSection.TheSalesDepartmentismadeupoftheAdvertisingSectionandtheAfter-salesSection.2.PRACTICEPairwork:DescribethetypicalmanagementstructureofaBritishcompany.\nChairmanManagingDirectorFinancialDirectorMarketingDirectorProductionDirectorPersonnelOfficerChiefAccountantSalesManagerPublicRelationsManagerAdvertisingManagerWorks/FactoryManagerPurchasingManagerPresentingInformation----StructuringIdeasFocus:APersonneldirectorgivinganinformalpresentationonthestructureandorganizationofthedepartment.WORDCHECK(II)toheadbeatthetopof,beinchargeoftorepresentactofficiallyfortoco-ordinatebringtogetherselectionchoicemanpowernumberofworkersneededtohandlelookafter(atask)pensionamountofmoneypaidregularlyafterapersonstopswork,eitherbecauseofoldageorillnesspostjobthepressnewspapersingeneralpolicyfixedplanrecessionperiodoflittleeconomicactivitytodealwithorganize,lookafter(atask)totakecareoforganize,lookafter(atask)1.LISTENING(II)PERSONNELDIRECTOR&Manager&Manager&Manager&ManagerMainresponsibilities:looksforhandlesandinchargeofanddealswithbetweenandListentothePersonneldirectorofRossomonplcexplainingthestructureandorganizationofthedepartmenttoanewmemberofherteam.Asyoulisten,completetheorganizationchart.\n1.READANDLEARN2.PRESENTATIONApresentationisatalkgivenbyaspeakertooneormorelisteners.Tobeeffective,thespeaker’smessagemustpasstothelisteners,i.e.itmustbeheardandcorrectlyunderstood.Theelementsofaneffectivepresentationare:1.theeffectiveorganizationoftheinformation2.theeffectivedeliveryoftheinformation3.theeffectiveuseoflanguage.Below,theskillsandtechniquesneededtoorganizeinformationeffectivelyareidentified.Organizationofinformation--Transparencyofstructure:haveaclearbeginning,middleandend.--Organizationofcontent:Identifyclearlythemainpointsandthesupportingpoints.Inthelisteningextract,thespeakerfollowedanumberofsteps:greetintroducetalkintroduceselfconcludeinvitequestionssummarizeoutlinetalkPresentmainpart,dividedinto:Point1Point2Point3etc4.PRACTICEPairworkFollowthepresentationflowchartabove,togiveashorttalk(maximum5minutes)toanewmemberofyourcompany,departmentorsports/socialclub.Decidebeforehandwhatyourandyourpartner’srolesare.Yourpresentationshould:---includetherelevantinformation---haveaclearstructure---makethatstructureclearbyusingappropriatelanguage\nUnit3TelephoneEtiquetteTelephoning1-----MakingarrangementsWORDCHECK(I)installationtheprocessofputtingnewmachinesintoanofficeorafactorycomplicateddifficulttechnicianskilledtechnicalworkertosortouttoputrighttofixtoarrangetomanagetobeabletodosomething,e.g.meetonTuesdaytosuittobesuitableorconvenient1.LISTENING(I)Listentothethreetelephonecalls.Asyoulisten,completethetablebelow.CallNameofpersoncalledNameofcallerReasonforcallResultofcall1232.READANDLEARN3.PRESENTATIONThetelephoneconversationsyouheardinthedialoguesincludedanumberofsteps,inparticular:nIdentifyingyourself/yourcompanynAskingthecallertoidentifyhimself/herselfnAskingforaconnectionnTaking/leavingamessagenExplainingthereasonforthecallnMakingappointmentsnSigningoffNowlookatthelanguageusedinthesesteps.1.Identifyingyourself/yourcompanyKrondikeElectronics.CanIhelpyou?(atypicalswitchboard)JohnBirdspeakingThisisPeteEdwardsJohnhere2.Askingthecallertoidentifyhimself/herselfWho’scallingplease?3.AskingforaconnectionI’dliketospeakto_______________________,please.Couldyouputmethroughto_______________,please.I’dliketospeaktosomeoneaboutdeliveries,please.4.Taking/leavingamessage\nI’mafraidhe’soutatthemoment.CanItakeamessage?Canyouaskhimtocallmeback?5.ExplainingthereasonforthecallThereasonIcalledis_____________________.Iam(just)phoningto____________________.6.MakingappointmentsCouldyoumanageTuesday?WhataboutFriday?Shallwesaytwoo’clock?Justamoment,I’llgetmydiary.I’msorry,I’moutallday.Fridaywouldbefine.Thatsuitsme.7.SigningoffIlookforwardtoseeingyou.Thanksforcalling.Goodbye.Bye.1.PRACTICEPairworkStudentA:1)YouareaPeterson.TelephoneStudentBandasktospeaktoBRogers(youcanusethetitleMr/Mrs/Miss/Msortheirfirstname).Youwanttospeaktohim/heraboutanorder.Yourtelephonenumberis(0732)4355012)BRogerscallsyouback.Youwanttoordersomeshoes.Beforeyouorderyouwouldliketoknowthepricefor10pairsofmodelA293.confirmthepriceandtellhim/heryouwillfaxtheorderrightaway.3)YouareATaylor.TelephonesStudentB(BDunn)toarrangeameetingtodiscussyourvisittoJapan.Youwanttomeetnextweek.Belowisyourdiaryfornextweek.MondayThursdayMorningMorningMeetingwithsalesmanager10:00-12:00LunchwithchildrenLunchwithRossAfternoonAfternoonPreparereportBoardMeeting14:30-17:00TuesdayFridayMorningMorningLeaveforJapanAfternoonvisitRossfactory14:00-18:00afternoonWednesdaySaturdaySundayMorning09:00meetsalesreps11:00drivetoManchesterAfternoonVisittwoclients15:00---Mrpeacock16:00---MissDavisTelephoning2-----InformationHandling(LatePayment)Focus:Makingphonecallstochaselatepayments\nWORDCHECK(II)invoicebillpaymentmoneygiveninreturnforgoodsorservicestotransfermove,e.g.money,fromoneplace,e.g.abank,toanothertosortout(aproblem)solve….enquiryquestiontocreditputmoneyintoanaccountroundfigurenumberendingin0,e.g.3,500achargemoneythatmustbepaidforaservicetoconvertchangefromonecurrencytoanother1.LISTENING(II)Listentoaseriesofthreephonecallsaboutlatepaymentofinvoices.Asyoulisten,completethetablebelow.Call1Nameofcaller:Personcalled:Dateofinvoice:Action--What:--When:Call2Bankaccountdetails:Number:--Bankname:Action--What:--When:Call3Companyname:Credit--Actualamount:--Expectedamount:--Day:2.READANDLEARN3.PRESENTATIONInthephonecalls,thepartiesusedthefollowingtechniquesforhandlingproblems:nAskingforrepetitionnAskingforclarificationnAskingforverificationnAskingforspellingnCorrectinginformationBelowaresomesentencesthatyoucanuse:\n1)AskingforrepetitionYoumayneedtoaskforrepetitionintwosituations:ifyoudidn’thearwhatwassaid,orifyoudidn’tunderstandwhatwassaid,A:ifyoudidn’thear,youcanuseoneofthesephrases:Sorry?(witharisingintonation)Pardon?(witharisingintonation)Pardonme?(witharisingintonation)(US)Excuseme?(witharisingintonation)(US)Anotherstrategyistostateyourproblemandthenmakearequest.Statingyourproblem:(I’m)sorry.Ididn’thearwhatyousaid.Ididn’tquitecatchwhatyousaid.Ididn’tquitecatchthat.Makingyourrequest:Couldyourepeatwhatyousaid,please?Couldyourepeatthat/saythatagain,please?B:Ifyoudidn’tunderstand,youcanstateyourproblemandthenmakearequest:Statingyourproblem:(I’m)sorry.Idon’tquitefollowyou.Idon’tunderstandwhatyou’vejustsaid.Makingyourrequest:Couldyougooverthatagain,please?2)AskingforclarificationIyoufeelthespeakerisbeingvagueorimprecise;youcanuseoneofthefollowingexpressionstoaskformorepreciseInformation:Whatdoyoumean,exactly?Whatexactlydoyoumeanby‘incorrectbankdetails’?Couldyouexplainwhatyoumean,please?3)AskingforverificationIfyouwanttocheckthatyouhaveunderstoodwhatthespeakerhassaid,youcanuseoneofthefollowingexpressions:DidyousaytheBankofScotland?(stressed,tocheckthatitisthecorrectword)Letmejustcheck.Theaccountnumberis40211686.Isthatright?1)AskingforspellingCan/Couldyouspellthat,please?2)CorrectinginformationItisquitecommonotsoftenacorrectionbyusingapoliteformulabeforemakingthecorrection:(Excuseme.)Notthe30th.The13th.(Sorry,that’snotquiteright.)Itshouldbethe13th,ratherthanthe30th.(Sorry,Ithinkyou’vemadeamistake.)The13thratherthanthe30th.4.PRACTICEPairwork\n4.1StudentA:YouaretheMarketingManagerofVitaco,amajorsupplierofpharmaceuticalproducts.NextmonthyouarespendingtwodaysintheRepublicofSurnamiatotryandboostbusinessthere.Atpresentyouworkthroughasmallagency,surimport.Youragenttherehasagreedtoarrangeanumberofvisitstoprospectivecustomers.However,youarenotconvincedthatyouragentisreallylookingafterVitaco’sinterestsandarekeentoshowhim/herthatthisvisitisimportantforthefuturerelationshipbetweenyourtwoorganizations.Callyouragentandaskfordetailsofthevisits.Thevisitsneedtobefittedintoandwrittenintothetimetablebelow.Day1Day208:0008:0009:0009:0010:0010:00AddresstoAnglo-surnamia11:0011:00friendshipClub12:0012:0013:00LunchwithChamberofCommerce13:0014:00till14:3014:0015:0015:0016:0016:0017:0017:00flighttoMansuria18:0018:0019:0019:0020:00DinnerWithCommissioner20:0021:0021:004.2StudentA:YouaretheagentforStudentB’scompany(Komestico)intheRepublicofMansuria.Youragency,Mansimport,representsanumberofdomesticappliancecompanies.However,youhavebeenabletonegotiatebetterdiscountswithdomestico’scompetitorsandthereforearebetterabletoselltheirproducts.YouhavemetDomestico’sMarketingManager(StudentB)beforeandyoudidnotlikehis/heraggressivemanner.Nevertheless,youwouldliketocontinuetorepresentDomesticoastheyhaveonegoodproductwhichyoucansellquiteeasily.Domestico’sMarketingManagerhasinformedyouthathe/sheintendstovisitMansuriafortwodaysnextmonthandhasaskedyoutosetupanumberofvisitstoprospectivecustomers.Youdon’treallywanthim/hertocome.Atthelastminuteyouhavecontactedafewprospectivecustomers.Belowareyournotes.StudentBisgoingtocallyoutoaskyouforthedetails.BeforeStudentBcallsyou,writeintthenamesofthecompaniesandcontactsforthevisits.Useyourimaginationtoinventsomesuitablenamesforthephoneconversation.Company:________________________Contact:_______________________Visit:Day110.30Company:________________________Contact:_______________________Visit:Day212.30Company:________________________Contact:_______________________Visit:Day114.30Company:________________________Contact:_______________________Visit:Day212.30Company:________________________Contact:_______________________Visit:Day111.30Company:________________________Contact:_______________________Visit:Day216.30\nUnit4SalesReviewWORDCHECKtargetlevel,e.g.ofsales,toaimforperformancehowgoodorbadtheresultsareproductthingwhichismadeormanufacturedtolaunchtoputanewproductonthemarketpeakhighestpointunitsingleproductsteadilyinaregularorcontinuouswaytosettletostayatthesamelevelrapidlyquicklyslightlynotverymuch,alittleresultsoutcomeoftheyear’strading1.LISTENINGListentothesalesreview.Asyoulisten,matchthemodelnumberoftheproducttothegraph.Models:A1456,B2456,C3456Graph1Salesperformance:Model__________________________600Sales000s6012345100200300400500year\nGraph2Salesperformance:Model__________________________600Sales000s6012345100200300400500yearGraph3Salesperformance:Model__________________________600Sales000s6012345100200300400500year1.READANDLEARN\nUnit5ProjectReportingFocus:TwocolleaguesdiscussingtheprogressofamarketingcampaignWORDCHECKoriginal(plan)first,initialpreliminary(test)beforestartingthemainstage,initial(small-scale)…torun(rest)do…..encouragingshowingpositiveresultstoscaleupincreasetogreatervolumetoolingmachinesneededforproductionpromotionliteratureleaflets,posters.etc.,usedtopublicize/advertisemediacoveragereports,publicityinnewspapers,onTV,etc.1.LISTENINGListentothedialogueinwhichtwocolleaguesdiscusstheprogressofamarketingcampaign.Asyoulisten,completethekeyfortheprojectplannerbelowPROJECTPLANNINGSeptOctNovDecJanFebMarApril(now)MayKeya.b.c.d.e.2.READANDLEARN3.WORDSTUDYMatchthewordsontheleftwiththeirclosestequivalents(synonyms)ontheright1.Preliminarya.toprepare…2.torun(atest)b.inlimitedquantities3.toreach(atarget)c.tohave…4.toscaleup(production)d.…informed5.Toworkon(something)e.astage6.aphasef.initial7.onasmallscaleg.toincrease…8.(keepme)upondateh.Tocarryout\n1.tohold(apressconference)a.toachieve2.(tellme)wherewestandb.…whatthepositionis1.PRACTICEPairworkDiscussthetimingofaprojectinvolvingthelaunchofanewproduct.StudentA:Usetheprojectplannerbelowtoansweryourpartner’squestionsaboutprojecttiming.ThepresentdateisAugust15th.PROJECTPLANNERLastyearThisyear(now)NextyearJFMAMJJASONDJFMAMJJASONDJFMAMJJASOND=productdevelopment=prototypeready=testmarket=collectresults=presenttestresults=preparenationallaunch=pressconference=advertisingcampaign=launchdateKey\nUnit6PerformanceAnalysisFocus:AtelephonecallbetweentwocolleaguesdiscussingquarterlyresultsWORDCHECKquarterlyevery3monthstoclear(sales)reach…topickup(anorder)get,win…stocklevelamountofstock(goods)instorestoreconthinkrecessioneconomicdeclineinanarea/countrytobottomoutreachthelowestpointboomfasteconomicgrowth1.LISTENINGListentothetelephonecallbetweenaEuropeanSalesManagerandherFrenchareasalesman.Theyarediscussingquarterlyresults.Asyoulisten,completethefiguresbelow.ProductForecastActual(lastquarter)ZellonRangeArtemis650,000HedonAftershaveMinosFace-cream2.READINGANDLEARN3.WORDSTUDYCompletetheexpressionsbymatchingtheverbsontheleftwithanappropriatephraseontheright.Notethat,inafewcases,morethanonephrasemaybeappropriate.1.tocleara.abigorder2.tofixb.forameeting3.topickupc.withanewproduct4.tocutd.￡200,000worthofsales5.toappealtoe.yourproblem6.topulloutoff.anoptimistictarget7.togettogetherg.youngconsumers8.toappreciateh.anopportunity9.tomissi.therecession10.tobesuccessfulj.stocklevels4.PRACTICEExchangeinformationaboutXion’sperformanceoverthelast18months.StudentA:Completetheinformationchartbelowbyaskingyourpartnerquestions.Yourpartnerwillaskyouabouttheinformationyouhave.\nXIONCOMPANYRESULTSLastyear(previousyear’sresultsinbrackets)Thisyear:(firstsixmonths)Turnover:250,000(280,000)$Profits:$($)$Shareprice:$6.70($7.80)$6.90XIONSTRATEGICOBJECTIVESLastyearThisyear1.JointventureinJapan:dealsignedOctober1.Introductionoffranchises:firsttwointroducedinMay2.Restructuringofmanufacturing:2.Newprofit-sharingscheme:3.Saleofloss-makingagriculturebusiness:\nUnit7ArrangingaConferenceFocus:ThreecolleaguestryingtoarrangeasalesconferenceWORDCHECKissuediscussiontopicfacilitiesrooms,equipment,etc.,conference…,leisure…tosettleforagreeto(ofteninvolvingsomecompromise)delegateparticipant,representative(e.g.ataconference)tosortoutarrange1.LISTENING1.1InformationtransferListentotheextractfromameetingcalledtoarrangeaEuropeanSalesConference.Asyoulisten,completethesecretary’snotesbelow.EuropeanSalesConferencePlanningMeetingPresent:Sheila,Ron,TracyAgenda:1.Dates2.3.1.Date:Septembertobeconfirmedwith2.:HotelCost:￡perdelegate()1.2CommunicationAssessthemannerofthethreeparticipantsinthemeetingintermsofassertivenessandsubmissiveness.√notvery√√quite√√√veryAssertiveSubmissiveSheilaRonTracy2.READANDLEARN3.WORDSTUDYFindthewordorexpressionintheboxwhichisclosestinmeaningtothewordsinitalicsintheexpressionsbelow.a.travelb.fixc.Isthatallinclusive?d.Itemse.locationf.agreetog.arrangeh.opinioni.takingplacej.cannotbeconsidered\n1.Therearethreeissuesweneedtodiscuss…2.…havetosettleforSeptember…3.…atradefaircomingupattheendof…4.Augustisout…5.HardlytimetogetovertoLondon…6.Can’twemakeitthesecondweekend…?7.I’vefoundtheidealspot…8.Doesthatincludeeverything?9.…tosortoutthedetails…10.What’syourview,Ron?1.PRACTICEPairworkMakeanarrangementforameetingtodiscusssomenewpolicyquestions.StudentA:YouwanttoarrangeameetingwithStudentB.Usethediarytofixasuitabletimeandplaceforameetingnextweek.MonTuesWedThursFri9:00FlighttoMunichMeetinginHeadOfficeTradeFairinDerbyGolfwithRon11:00Dentist13:00LunchwithKate15:00WriteReportWeekendinWales17:00Flightback19:00\nUnit8CompetitiveAdvantageFocus:AseniorDirectortalkingaboutthecompetitivepositionofhiscompany.WORDCHECKSWOTStrengths,Weaknesses,Opportunities,Threatstoperceivesee,feeluser-friendlyeasyforuserstooperatevalueformoneyqualityinrelationtopricehelp-deskaftersalestelephonesupportfieldmaintenancerepairscarriedoutatcustomerpremisespenetrationpercentagemarketshareprofilereputationandawarenessinpubliceyedirectmailsellingbysendingpromotionmaterialthroughtheposttoprospectivecustomerscustomerbasenumberofcustomerstocapitalizetakeadvantageof1.LISTENINGListentoapresentationgivenbyaDirectorofNETCOUNTSoftwareLtd,asupplierofaccountssoftwaretosmallbusinessusers.Heoutlinesthecompetitivepositionofthecompany.Asyoulisten,completethetablebelow.Strengths1.Opportunities1.2.2.Weakness1.Threat1.2.READANDLEARN3.WORDSTUDYThefollowingexercisefocusesonbuildingvocabularytodescribeproducts,companiesandservices.Completethetable.Thefirstonehasbeendoneforyou.QualityPositiveadjectiveNegativeadjectivefriendlinessfriendlyunfriendlyspeed(ofservice)qualificationsofstaffefficiencystrengtheffectivenessextendsecuritysophistication4.PRACTICEPairworkCompareandcontrasttwocompanies.StudentA:YoushouldfocusonSaffronIncandmakecomparisonswithZuchiniSA.\nStudentB:YoushouldfocusonZuchiniSAandmakecomparisonswithSaffronInc.SaffronIncZuchiniSAProductquality﹡﹡﹡﹡﹡Averagedeliverytime3weeks4weeksAfter-saleresponse24hours12hoursPrices(indexfigure)$45.00$22.00Turnover$22m$25mHeadcount1,450850LocationSanFrancisco+2PlantsinUKMilan+1plantinPortugal\nUnit9BusinessTransactionsFocus:TheManagerofasportswearshoptalkingtotwonewassistantsaboutthetransactionsandrecordsinvolvedwhenbuyingstock.WORDCHECKtostockholdgoodsforsaletradebusinessofbuyingandsellingquote(quotation)estimateofwhatsomethingwillcostitemthing,e.g.producttobesoldorboughtdiscountspecialpriceofferedbysellertobuyerusuallyasapercentageoffthenormalpriceunitpricepriceforasingleproducttohandgivebilldocumentshowingamounttobepaidinvoicesee:bill1.LISTENINGListentothemanagerofashopgivingtwonewassistantsdetailedinstructionsabouttheproceduresinvolvedwhenbuyingstock.Asyoulisten,completetheparticipant’snotebelow.TRANSACTION/RECORDNAMETRANSACTION/RECORDDETAILSStep1:Wetellsupplier:1.Itemwewant2.QuantityweneedStep2:Wewritedown:1.2.3.4.Step3:Supplier’squoteSuppliersends/faxestous:1.Price2.3.4.Step4:Wesendtosupplier:1.Ourname2.Supplier’sname3.4.Itemdetails-name,referencenumber,numberofunitsandprice5.6.7.Step5:Wemust:\n1.It2.tothedriver.1.READANDLEARN2.WORDSTUDYa.Completethefollowingwordtablebywritingthemissingformsinthespacesprovided.Thefirstonehasbeendoneforyou.Donotincludeperson/agentunderNoun.NounVerbAdjectivesale/salessellsaleable/sellingvarious/variedcomparespecial/specializedagreed/agreeablesignaturesignedproofpresumeb.Completethefollowingsentencesaboutorderprocessingwithanappropriateword.1.Weusually__________ourordersbyphoneonaMonday.2.Wenormally__________deliveryoftheordersattheendoftheweek.3.Invoicesarenormallysentby__________thefollowingweek.4.Ifthereisamistakeintheinvoice,Inormallyspeaktothesupplycompanyby__________.5.AfterthatIusuallyconfirmdetailsofthemistakein__________;andIsendthedetailsby__________sothatthesuppliersreceivetheinformationrightaway.3.PRACTICE3.1PairworkStudentA:YouhaverecentlyjoinedOutdoorAdventures,ashopsellingsportsequipment,astheirPurchasingManager.Fromtheshop’srecords,youknowthat,inthepast,OutdoorAdventuresboughtgoodsfromthesupplier,WesternSports.Astimesarehardinsportsequipmentretailing,youneedtogetthebestpossiblepaymentterms:15%discountandpayment90daysafterdelivery.Callthemforaquoteforthefollowingequipmentandcompletethequoterecordformbelow.OUTDOORADVENTURESQuoteRecordFormItemNumberofunitsUnitPriceDiscountJuniorskateboard25Superproskateboard10paymentterms3.2GroupworkInsmallgroups,designanorderformforOutdoorAdventuresusingtheinformationgiveninthelisteningsection,togetherwithanyadditionalinformationthatyouthinkmightbeuseful.\nUnit10SalesTrainingFocus:ASalesManagerandhisRegionalSalesManagersdiscussingtheimportanceofcustomerserviceWORDCHECKfield(staff)notworkinginHQsalesforcestaffwhosellproductsmodulepartofaprogramparticipantpersonwhotakespartinanactivity,e.g.acourseinterpersonalconcerningrelationsbetweenpeopletorun(acourse)organize…pilottrialquestionnaireformwithquestionsfeedbackinformationabouttheresultsofanactivity,giventoapersonsothatchangescanbemade1.LISTENINGListentoagroupofsalesmanagersdiscussingdetailsofsalesprogramsdesignedtoimproveareasofcustomerserviceinthecompany.Asyoulisten,completethetrainingplanschedule.SALESTRAININGPROGRAMMESNorthSouthCentralSalesCommunicationDuration:3daysLocation:HQDate:NumberofParticipants:InterpersonalSkillsDuration:Location:regionsDatesNumberofParticipants:TechnicalTraining1.Duration:2daysLocation:Date:NumberofParticipants:2.Duration:2daysLocation:regionsDates:NumberofParticipants:all\n1.READANDLEARN2.WORDSTUDYa.Prefixesareoftenusedtoformnegatives,e.g.helpful-unhelpful;pleased-displeased.Whataretheoppositesofthefollowingwords?1.fair3.legal5.practical7.possible9.satisfied2.efficient4.acceptable6.employed8.suitable10.logicalb.Completethefollowingsentenceswithoneofthenegativesfromthepreviousexercise.1.Itisnow__________topracticediscriminationonthebasisofrace,color,sexorcreed.2.__________workerscanhaveanegativeinfluenceontheircolleagues.3.Wehavelookedatyourproposal,buthavefoundyourpricestotally__________.4.Thisinterviewprocedureisvery__________:ittakestwiceaslongasitshould.5.Weregretthatitis__________forustomeetthedeadline.Couldweagreeonextraweek?3.PRACTICE4.1PairworkStudentA:YouareaManagerwhohasjustcompletedatrainingcoursewithyourcompany.Yourbosshasaskedyoutoevaluatethecourseandmakesuggestions.Discussyourevaluation.TRAININGCOURSEQUESTIONAIRE[Scale:3=high2=OK1=low]Degreeofsatisfaction3211.Pre-courseinformation√2.Flexibilityoftrainerandresponsivenesstoneeds√3.Durationofcourse√4.Rangeoftopicscovered√5.Theory√6.Practicalexercises√7.Materials:quality√8.Materials:quantity√9.Adviceforfollow-up√4.2GroupworkInsmallgroups,discussatrainingcoursethatyouhaverecentlyattended.Youcanusetheabovequestionnaireforyourdiscussion.Useasmanyquantifiersaspossible.\nUnit11TheSupplyChainFocus:ApresentationbyaDirectorofLogisticsaboutthesupplychainWORDCHECKlogisticsplanningandcontrolofmaterialsmovementend-customeruseroftheproductrawmaterialsbasematerialsforaproductionprocessinventorylevelsstocklevelsfluctuationmovementsupanddowndemandlevelofrequestsforaproduct/servicetocoatcoverwithvarnish/paint/otherliquidonsitethepremisesbottleneckstoppageinflowcausedbyabuild-up1.LISTENINGListentoapresentation,inwhichaDirectorofLogisticsdescribesthesupplyanddistributionchaininhiselectronicsbusiness.Asyoulisten,completetheflow-chartbelow.12rawmaterialsupplydeliverytocustomerchemicalsassembly765432.READANDLEARN3.WORDSTUDYThreewordswhichareoftenconfusedare:tosupply,todeliver,todispatch(also:dispatch).Lookattheseexamples:Wesupplymanyofthemotormanufacturesinthearea.=sellgoodstoWedeliveronatwomonthlybasis.=sendgoodstoourcustomersWejustdispatchedthelastconsignment.=sent…fromourpremisesStudytheformsofthewordsVerbNounAdjectivesupplysupply(agent:supplier)supplydeliverdeliverydeliverydispatchdispatchdispatch\nCompletethefollowingsentenceswiththecorrectformofoneofthewordsabove.1.Wehavebeentheir__________formanyyears.2.Idon’tbelievetheyaregoingtostopusingusjustbecauseone__________waslate.3.Theproblemoccurredbecausethe__________departmentwasonstrike.4.Good__________always__________ontime,whatevertheproblemswith__________.5.Canyou__________thesegoodstothestandardwerequire?It’snotjustaquestionof__________times.1.PRACTICEGroupworkEachmemberofthegroupshouldprepareandmakeashortpresentationdescribingoneofthefollowingprocesses:--recruitinganewemployee--runningamarketingcampaign--chasinganunpaidinvoice--reducinginventorylevels--bookingaholiday--gettingtowork\nUnit12DealingwithGrowthFocus:TheDirectoroftheMilkMarketingBoardgivingapresentationaboutmarkettrendsWORDCHECKpiechartcircularchartdividedintosegmentssectorsharemarketshareheldbyoneproductsectorinthemarketweightofpublicitygreatquantity/influenceofpublicitylowfatdietregimeofeatingonlyfoodwithnoorlowfatinitialfirstconsumerresistanceconsumers’negativeattitudetowardsaproduct/serviceconsumerawarenessconsumers’knowledgeaboutaproduct/service1.LISTENINGListentoapresentation,givenbytheDirectoroftheMilkMarketingBoard,abouttrendsinthemilkdrinksmarket.Asyoulisten,completethekeystothefiguresbelow.10yearsago:280mlitersNow:liters:sector:sector:sector:sector\n:sector:sector:sector:sector1.READANDLEARN2.WORDSTUDYGrouptheverbsbelowunderthefourheadings.Thefirstfourwordshavealreadybeenarrangedforyou.toexpecttoslowdowntoincreasetodeclinetospeeduptoprojecttorisetoplummettorockettosinktofalltoacceleratetopredicttoanticipatetogouptocalmdownUpwardtrendDownwardtrendFutureestimateSpeedofchangetoincreaseindeclinetoexpecttoslowdown3.PRACTICEPairworkStudentA:(I)Describethetrendspresentedinthefollowinggraph.\n(ii)Completethesecondgraphbylisteningtoyourpartner’sdescription.Industrialproductiontrends(1985=100)\nUnit13CompanyPolicyFocus:AnextractsfromapresentationgivenbyaManagingDirectorashereviewsthecompany’sachievementsoverthelasttenyearsWORDCHECKtradingbusinesstofocusonconcentrateondecadeperiodoftenyearsremunerationpaymentforworkdonepromotionmovementtoamoreimportantjobenvironmentalltheconditionsinwhichapersonworkscompensationpaymentandotherbenefitsforworkdonesalaryregularpaymentgiventoanemployeeforworkdonetotakeonemploytoassureguaranteepaypackagealltheelementsinpay,i.e.basicpay,overtime,bonuses,non-financialbenefitssingle-statusbasedononlyonelevelschemeplanirrespectiveofwithoutregardtotocoverprotectbyinsurancevoluntaryactingwithoutbeingforcedfundmoneyforaspecificpurpose1.LISTENINGListentotheManagingDirectorofRossomongivinganoverviewoftheorganizationandwhatithasachievedintheareasnotedbelow.Asyoulisten,completethenotesoftheManagingDirector’stalk.lprofit-sharing1.COMMUNICATIONS2.TRAINING3.4.REMUNERATION5.llllifeinsurancelnon-financial\n1.READANDLEARN2.WORDSTUDYa.Completethefollowingsentencesbywritingthewordsinbracketsinthecorrectform.Thefirstonehasbeendoneforyou.1.ASWOTanalysisidentifiesacompany’sstrengthsandweakness.(strong;weak)2.Ihavebeenvery__________withthisyear’sresults.(satisfaction)3.Everyjuniormanagercanexpecttobe__________tomiddlemanagementwithinfiveyears.(promotion)4.Ifthe__________situationdoesnotimprovesubstantiallyweshouldbeforcedtolayoffstaff.(finance)5.Atthemomentwearefacingstiff__________fromotherEuropeancompanies.(competitor)6.Wearehappyto__________differentschemesforouremployees.(arrangement)b.Nowcompletethefollowingwordtablebywritingthemissingformsinthespacesprovided.Thefirstonehasbeendoneforyou.NounVerbAdjectiveperson/personalitypersonalizepersonalconsiderincludepayassureattentionadditionrecognize3.PRACTICEGroupworkPrepareandgiveashortpresentation(maximum5minutes)ononeofthefollowingareas:--yourcompany’spaypolicy--traininginyourcompany--yourcompany’spromotionpractice--communicationsinyourcompany.Whenyougiveyourpresentation,makesurethatyouuseconnectorstolinkyoursentencesandideas.\nUnit14PricingDecisionsFocus:AnextractfromameetinginwhichpricesarediscussedWORDCHECKmanufacturingcostsfixedandvariablecostsofmanufacturefullcapacitymaximumproductiondistributioncosttransportationoffinishedgoodsformthefactorytowholesaler/retailersoleonly,e.g.soledistributor,soletraderwholesalermiddlemanwhostockslargequantitiesofgoodsandsellstoretailersretailersoutlets(shops)inwhichthecustomer(end-user)canbuyproductspromotioncostscostofadvertisingandsellingaproductmark-upmarginalincreaseateachstageofthedistributionchannel.1.LISTENINGListentotheextractfromameetinginwhichfourcolleaguesdiscussingpricingstrategyforanewproduct.Asyoulisten,completethenotesonthewritingpadontheleft,thenusethesenotestocomputethepricingdetailsontheright.Timekeep.Manufacturingcosts$15.80perunitdistributioncosts$2.00perunitpromotioncosts(a.)$perunitmanufacture’smarkup(b.)%($4.20)wholesaler’smarkup(c.)%retailer’smarkup(d.)%wholesaleprice(e.)$retailprice(f.)$TIMEKEEPELECTRONICDIARYPRICINGRETIALPRICE(j)$+Wholesalemarkup(i)$+Manufacturer’smargin(h)$+Promotioncosts(g)$+Distributioncosts$17.80MANUFACTURINGCOST$15.802.READANDLEARN3.WORDSTUDYCompletethefollowingsentenceswithappropriateprepositions.1.I’dlikeyoutolook__________thesefigures.You’llsee…2.Thepriceismade__________ofmanyelements.3.Wehavesetthetargetprice__________$24.4.Therefiguresarebased__________theretailpriceindex.5.Atthemomentwe’reworking__________apromotioncampaign.6.Wedistributetheproduce__________theretailers__________wholesalers.7.We’reaiming__________$200,000profitsinthefirstyear.\n1.Doyouagree__________Helen?2.Thefuelcostincreasewillpushthedistributioncosts__________.3.Theretailershavemarked__________thepriceby15%.1.PRACTICEPairworkStudentA:StudentBstarttalkingaboutIssue1and2below.Interrupthim/hertoseekmoreinformation/clarification.Issue1:EnvironmentIssue2:EthicsinbusinessTalkaboutIssue3and4below.StudentBwillinterruptyoutoseekfurtherinformation/clarification/Issue3:Learningalanguage:--time--difficulty--progress--childrenversusadults--yourexperienceIssue4:Businesscultureinyourcountry--attitudestopunctualitywork/familyworkinghours--managementstyle/organization--private/publicsector\nUnit15MeetingObjectivesFocus:Anextractfromatrainingsessionfornewrecruitsabouttheessentialelementsofbusinessmeetings.WORDCHECKagendalistofpointsfordiscussioninameetingkeyveryimportantfeaturecharacteristicrecorddocumentshowingwhathashappenedproceedingshappenings,events,e.g.inameeting,ataconferenceparticipantpersonwhotakespartinanevent,e.g.ameetingtoobjecttodislike,beagainsttogathercollecttoskipovermissout,omititempointoutcomeresulttofailnotsucceedtocarryoutdo,completeminuteswrittenrecordofameeting1.LISTENINGListentoagroupofnewemployeesatatrainingsessiondiscussinghowmeetingsshouldbeorganized.Asyoulisten,completethenotesontheelementsofmeetings.THEESSENTIALELEMENTSOFMEETINGS1.Apurpose2.Anshowingthelistofitemstobecovered3.--the(or)tocontrolthemeeting--thetokeeptherecordoftheproceedings--theotherparticipants4.5.A:normallytheofthemeeting2.READANDLEARN3.WORDSTUDYNoun+nouncompoundsarewidelyusedintechnicalandbusinessEnglish,astheyareeconomicaltouse:e.g.personnelmanagementratherthanthemanagementofpersonnelchairpersonratherthanpersonwhochairsameetingnote-takerratherthanpersonwhotakesnotes\nAsyoucansee,someofthecompoundsarewrittenasoneword,someastwowords,andsomearehyphenated.Asthelanguageiscontinuallychanginginthisarea,therearenofixedrules.a.Whatarethecompoundsforthefollowing?1.amanagerinchargeofsales2.thekeyboardofacomputer3.apersonwhodoesworkfromhome4.apersonwhopaystaxes5.abreaktohavecoffeeinthemorning6.thedevelopmentofmanagement7.apaperwhichgivesthenews8.thecontrolofquality9.anincreaseinpay10.theteamofmanagementinthecompany11.theindustrywhichmakescars12.thesheet(ofpaper)whichshowsthebalanceofacompanyb.Completethefollowingsentenceswithanappropriatephrasefromthelistabove.1.Weusuallyadvertiseourmanagementvacanciesinanational.2.Asa,Iobjectstronglytotherecentchangesingovernmentlegislation,sinceInowhavetopaymore.3.Weproduceaeveryyearandthisisincludedinourannualreport.4.Weusuallyhaveouratabout10.30.5.Isuggestyoucleanyour.Ithinkyou’llit’llworkthen.6.TheconsistsoftheChairmanandtheDirectors.1.PRACTICEGroupworkSimulateameetinginsmallgroups,eachconsistingofbetweenfourandsixparticipants.Thepurposeoftheexerciseistopracticetheconductofmeetings,followingthemeetingflowchartinthePresentationsectionofthisunit.Thechairpersonshouldrotatesothateachpersonchairsatleastonepointontheagenda.AGENDA1.Reviewoflanguagetrainingprogram2.Measurestoreducesmoking3.Stepstoimproveenergyconservation4.Actiontoreduceabsenteeism5.ShouldemployeesacceptgiftsfromclientsatChristmas?6.Howtoreducecoststocopewiththerecession\nUnit16RunningaJobInterviewFocus:AnextractfromameetingbetweenaPersonnelManagerandtwoofhercolleaguesabouthowtorunajobinterviewWORDCHECKtoshortlistmakingalistofsuccessfulpeoplewhogothroughtothenextstageofaselectionprocesscandidatepersonwhoputshimself/herselfforwardforajobtorunthroughrepeatquickly,togothroughtorunleadappointeepersonchosenforapositionorjobsmoothlywithoutproblemsneutralnotpersonalchatinformaltalktosketchoutdescribeinbrieftosettledownbecomecomfortablerelevantappropriatetopursuefollowtoelicit(informationfromsomebody)drawout…toobservewatchclosely1.LISTENINGListentoadiscussionabouthowtorunajobinterview.Asyoulisten,completethenotesoninterviewactivities.InterviewStageActivitiesFirst1.introductions2.3.4.Middle1.askquestionswithinastructure2.3.4.End1.2.3.saywhathappensnext2.READANDLEARN3.WORDSTUDYTherearefivesenses:sight,hearing,smell,tasteandtouch.Eachsensehasthreeactivitiesassociatedwithit:\ne.g.intentionalactivitytolookatthearrangementsunintentionalactivitytoseethebalancesheetdescribingthecurrentsensationtosoundfineSenseIntentionalactivityUnintentionalactivityCurrentsensationsightlookat(astaticobject)watch(amovingorchangingobject)seelookhearinglistentohearsoundsmellsmellsmellsmelltastetastetastetastefeeltouch/feelfeelfeelCompletethefollowingsentenceswithanappropriateverbphraseinthecorrecttense.Thefirstonehasbeendoneforyou.1.Justwaitaminute.Icanhearfootsteps.TheysoundlikeGeofff’s.2.DidyougetachancetoherCV?3.Onmywaytoyouroffice,bychanceIsomeoftheothercandidates.4.IhavereadhisreferenceandInothingbutpraiseabouthismanagementstyle.5.FromwhatIcouldsee,mostofthecandidatesverywell-qualified.6.Thegaswasn’tonlyintheoffices;youcoulditeverywhere.7.Theseareournewhigh-energysweets.Wouldyouliketoones?8.Justthatnoise:theremustbesomethingwrongwiththatmachine.9.Wehaveanewvideooninterviewtechniques.Wearegoingtoitattheendofthemeeting.10.Ifyouthepaper,youwouldthedifferenceinquality.1.PRACTICEGroupworkYouaregoingtocarryoutthreeactivitiesinsmallgroupsofaboutfourparticipants.ActivityoneInanindividualinterview,theseareonlytwoparticipants:theinterviewerandtheinterviewee;inapanelinterview,thereisagroupofinterviewers.Discusstheadvantagesanddisadvantagesofeachtype.ActivitytwoYourcompanyhasanumberofvacancies.Discusswithyourseniormanagementteamwhetheryoushouldrunanindividualintervieworapanelinterviewforthefollowingpositions:--skilledfactoryworkers--factorysupervisor--executivesecretaryfortheManagingDirector--RegionalSalesManager.ActivitythreeRunapanelinterviewforoneoftheabovepositions.Organizeyourinterviewintostagesandallocaterolesforeachofthestages.