Berlitz english business 1 - book
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About This Presentation
Berlitz english business 1 - book
English language for life
Slide Content
Language for life.
Berlitz
Berlitz
_ Berlitzensuish"
Language for life.
Business I
Berlitz Languages, Inc.
Language for life.
Business I
Berlitz Languages, Inc.
‘Author: Pamela MePardand. Fatman, Ph.D.
Contributor: Jennifer Maden
Layout and Design: Laforteza Design Group, Inc
Illustrations Laforessa Design Group, Inc
We woul ik to thank the many Beit imran and sa ahs have contrite
to thecreation of Berlltzzneusn Tasncn
Photo Credits
{Cote Pictures age 6
Camwonbank com: ages 20,25
‘CatoonStockcom page 2
DisclVion/EsoWne pages 28, 34
Digalvision/Rtonsrch.coms poe 16
DigtalVsion Petree: pages 435
Eye: ae 10
Sears: page 32
Gerry Images cone
‘Greg KuchPhoruDic PicturdQuoe: page 4
Hemer Photo-Objet pes 9,36
Image Screen) Picture Quest oe 35
AMP page 12
IT Stock Freund age 28,35
Keith Brot PheraDisc page 8
Keith BroSkyPhotaDre/PatureQt page
Phono: pes 1, 18,38
Rubberball ProductiosPictureQues pages 28, 35
Ryan MeVay/PhoreDie/PieuneQuc: pagos 4 19, 24,35
Stoclmelfwrosarcheom: age vi
Thinkstock Goy Images: page 3
Copyright© 2003 Berlitz Languages, Inc
Alleges reserve No ar of thi hc may Re er tanned in ny frm ot
bany mena cco mechani, real power vaine eb y
Inn re md al pe thst prison In wen e abe
ee Tener Re US. Patent fice al er counties
Mars Repel
Palin Cnn
“Thi Ping = March 2007
Berk Langen nc
400 Alexander Pack
Princeton, N) 08540
USA
Contributor: Jennifer Maden
Layout and Design: Laforteza Design Group, Inc
Illustrations Laforessa Design Group, Inc
We woul ik to thank the many Beit imran and sa ahs have contrite
to thecreation of Berlltzzneusn Tasncn
Photo Credits
{Cote Pictures age 6
Camwonbank com: ages 20,25
‘CatoonStockcom page 2
DisclVion/EsoWne pages 28, 34
Digalvision/Rtonsrch.coms poe 16
DigtalVsion Petree: pages 435
Eye: ae 10
Sears: page 32
Gerry Images cone
‘Greg KuchPhoruDic PicturdQuoe: page 4
Hemer Photo-Objet pes 9,36
Image Screen) Picture Quest oe 35
AMP page 12
IT Stock Freund age 28,35
Keith Brot PheraDisc page 8
Keith BroSkyPhotaDre/PatureQt page
Phono: pes 1, 18,38
Rubberball ProductiosPictureQues pages 28, 35
Ryan MeVay/PhoreDie/PieuneQuc: pagos 4 19, 24,35
Stoclmelfwrosarcheom: age vi
Thinkstock Goy Images: page 3
Copyright© 2003 Berlitz Languages, Inc
Alleges reserve No ar of thi hc may Re er tanned in ny frm ot
bany mena cco mechani, real power vaine eb y
Inn re md al pe thst prison In wen e abe
ee Tener Re US. Patent fice al er counties
Mars Repel
Palin Cnn
“Thi Ping = March 2007
Berk Langen nc
400 Alexander Pack
Princeton, N) 08540
USA
Welcome to
(PTT
INGLION
Business |
In today’s business climate, being able w speak English well is onc of the
soundest investments you can make: At Berks, we understand your onde And we
an help you reach ehem.
Our business programs are designed to help you speak with greater flo curse
and confidence. Our courses combine practical business language skills, ewential
vocabulary and ime=avine lation strategies to get you the results yous
want in dhe most ficient way posible.
Our Business program focuses on several ofthe major functional areas ofa typical
corporation. You will lim to speak about seat world situations involving customer
si service, marketing, ales, finance, and human resources drawn from a munber of
“diferent business sector and distri
Once you
+ Speak using eurent business vocabulary and idiom
successfully completed Busines I, you will be able 10
+ Share information about budsets, financial state
‘Discuss marketing plans and strategies
+ Understand the langue of customer service and customer retention
+ Discus selling and als techniques
Talk about motivating employees, retaining talented af, amd managing
people to get rele
and analysis tools
Tot the most out of your Berlitz Business English classes we unge yon to attend
“very cas and to schedule the most intensive program yon can manage. You can
ako accelerate your progress by completing the Practice exercises provided in this
one book, by esting BeritsEnglish com, by rendin the articles fom major
English-language business publications at the end of each chapter as weil as other
Englih-lamgge publications and Website.
I there is anything we can do to make your leaning more sucessful and enjoyable,
E please let us know Well do everything we can to help you reach your als
i
i
We wish you the very best of succes in your English ses
The Berlitz Staff
(PTT
INGLION
Business |
In today’s business climate, being able w speak English well is onc of the
soundest investments you can make: At Berks, we understand your onde And we
an help you reach ehem.
Our business programs are designed to help you speak with greater flo curse
and confidence. Our courses combine practical business language skills, ewential
vocabulary and ime=avine lation strategies to get you the results yous
want in dhe most ficient way posible.
Our Business program focuses on several ofthe major functional areas ofa typical
corporation. You will lim to speak about seat world situations involving customer
si service, marketing, ales, finance, and human resources drawn from a munber of
“diferent business sector and distri
Once you
+ Speak using eurent business vocabulary and idiom
successfully completed Busines I, you will be able 10
+ Share information about budsets, financial state
‘Discuss marketing plans and strategies
+ Understand the langue of customer service and customer retention
+ Discus selling and als techniques
Talk about motivating employees, retaining talented af, amd managing
people to get rele
and analysis tools
Tot the most out of your Berlitz Business English classes we unge yon to attend
“very cas and to schedule the most intensive program yon can manage. You can
ako accelerate your progress by completing the Practice exercises provided in this
one book, by esting BeritsEnglish com, by rendin the articles fom major
English-language business publications at the end of each chapter as weil as other
Englih-lamgge publications and Website.
I there is anything we can do to make your leaning more sucessful and enjoyable,
E please let us know Well do everything we can to help you reach your als
i
i
We wish you the very best of succes in your English ses
The Berlitz Staff
We would lke to thank the members of he Berlite Advisory Board for theie
invaluable assistance in he development of our business programs
= Andreas Bauer, DaimlerChnsler AG — Manager, Cross Cultural Competence
(Germany)
= Marthew J Beaty, General Motors Corporation — Training Organizational
Consultant (US)
~ Philip Berry, Colgate Palmolive — Vice President, Global Workplace Initiatives
(us)
= Jane M. Collette, Ernst & Young Global — Mobility Projet Manager (UK)
= Dennis W. Daniels, ChipPAC
Administracion (US)
= Patricia Downes, PhD — Head of Trini
American States (US)
„Inc. — Vice Present, Human Resources and
Unit ac the Organization of
= Michact P. Flanagan, Veriton Communications — Manager, International
Workforee Performance (US)
= Roy Hendl, Unisys Corporation — Director of Unisys University Global
Operations (US)
~ Adriano Lima, Mastercard International — Vice President, Human Resources
(Breil)
= Rafael Macherone, Adolfo IKáñe= University — Academic Vice Present snd
Profesor of Economics (Chile)
Enrique Ostalé, Adolfo hier University — Den ofthe Valparaiso
Business School (Chile)
= Alex Panas, MeKinsey & Company
Engagement Manager (US)
= Phyllis Safe, Bristol-Myers Squibb — Associate Director, Global
Expatriate Services (US)
= Lynda Spichnan, PRD, Deloitte — Director of Deployment, Global
Human Resources (US)
= Vicente C Teixeira, Dow Chemical Brasil — Human Resources Director for
Brasil and norher Latin America (Pr
= Justiniano Velázquez Nava, Michelin De Mexico SA de CV — SalesForce
Automation Manager (Mexico)
— David Wexler, Alias — Director, Global Human Resources (Canada)
invaluable assistance in he development of our business programs
= Andreas Bauer, DaimlerChnsler AG — Manager, Cross Cultural Competence
(Germany)
= Marthew J Beaty, General Motors Corporation — Training Organizational
Consultant (US)
~ Philip Berry, Colgate Palmolive — Vice President, Global Workplace Initiatives
(us)
= Jane M. Collette, Ernst & Young Global — Mobility Projet Manager (UK)
= Dennis W. Daniels, ChipPAC
Administracion (US)
= Patricia Downes, PhD — Head of Trini
American States (US)
„Inc. — Vice Present, Human Resources and
Unit ac the Organization of
= Michact P. Flanagan, Veriton Communications — Manager, International
Workforee Performance (US)
= Roy Hendl, Unisys Corporation — Director of Unisys University Global
Operations (US)
~ Adriano Lima, Mastercard International — Vice President, Human Resources
(Breil)
= Rafael Macherone, Adolfo IKáñe= University — Academic Vice Present snd
Profesor of Economics (Chile)
Enrique Ostalé, Adolfo hier University — Den ofthe Valparaiso
Business School (Chile)
= Alex Panas, MeKinsey & Company
Engagement Manager (US)
= Phyllis Safe, Bristol-Myers Squibb — Associate Director, Global
Expatriate Services (US)
= Lynda Spichnan, PRD, Deloitte — Director of Deployment, Global
Human Resources (US)
= Vicente C Teixeira, Dow Chemical Brasil — Human Resources Director for
Brasil and norher Latin America (Pr
= Justiniano Velázquez Nava, Michelin De Mexico SA de CV — SalesForce
Automation Manager (Mexico)
— David Wexler, Alias — Director, Global Human Resources (Canada)
ol SB
current TOMOS osxenves CREO
MI Marketing a E a aa
New Product als Compas mace se rica
ne oh Donec SN
a= Sr
=
Mrs eT
Intense bay ang
Managing the pre Tiling shou ere a proses on acon
Numbers Pamnaawenens Dic thin Se erate
Der Pesomance ain POSE
Dang fonc ere
ET Managing Enployee commitment Daconing enployee Fram search;
¡E Performance Retention of tent coment to take off
Esla elope {tae the panes
ed Managsment sole Etain lo Pen
Pefonensr bara =
Donkmereimame SPE pes
pen calas Pci
re Summatins hing md
i rome pacts
E Building ‘Gainer bry Done hese
rice chin Put chan
i a Dever o Cae
i = en linia do pel semen oh
: cere the a laces
= Conmentimgonsrie na mel
very
Le Review
Page 40
Adol Action Modules Pagos 47-52
66
Answer Key Pages 6768
Pigs 69-75
Pages 16-79
Practice Pages 57
current TOMOS osxenves CREO
MI Marketing a E a aa
New Product als Compas mace se rica
ne oh Donec SN
a= Sr
=
Mrs eT
Intense bay ang
Managing the pre Tiling shou ere a proses on acon
Numbers Pamnaawenens Dic thin Se erate
Der Pesomance ain POSE
Dang fonc ere
ET Managing Enployee commitment Daconing enployee Fram search;
¡E Performance Retention of tent coment to take off
Esla elope {tae the panes
ed Managsment sole Etain lo Pen
Pefonensr bara =
Donkmereimame SPE pes
pen calas Pci
re Summatins hing md
i rome pacts
E Building ‘Gainer bry Done hese
rice chin Put chan
i a Dever o Cae
i = en linia do pel semen oh
: cere the a laces
= Conmentimgonsrie na mel
very
Le Review
Page 40
Adol Action Modules Pagos 47-52
66
Answer Key Pages 6768
Pigs 69-75
Pages 16-79
Practice Pages 57
MARKETING A New PRODUCT
Chapter 1
Topics
Marketing pans
Target audience
Mack research
Objectives
market share
Discussing market research
Brainstorming a
promotional campaign,
Expressions
to hand dto someone
to take a stab at something:
do get carried away
“Marketing is the whole
business seen fiom the
customers point of view.”
Peter Drucker,
author, professor and
‘management consultant
En @ OFFERING OPINIONS ABOUT PRODUCTS
eter: Have you scen the prototype of our new PDA, Ju
Juli: Nor yet. Ooh ice, So what cami do!
Peter: Well thi cll phone and an onginier with wireless e-mail and a Web browse:
Juli: love the touch-screen display. I looks really el. m impres
Per: Wait tl you her the price: unde a hunde dollar
Julia: Ive got to hand it to yon, Pete. Your team lu skin agent job Any thoughts on what
wer going to call
3
Peter: Marketing has tested several names. e looks like were going withthe “Packet Wi
Juin: The Pocket Wizard... like ht
Chapter 1
Topics
Marketing pans
Target audience
Mack research
Objectives
market share
Discussing market research
Brainstorming a
promotional campaign,
Expressions
to hand dto someone
to take a stab at something:
do get carried away
“Marketing is the whole
business seen fiom the
customers point of view.”
Peter Drucker,
author, professor and
‘management consultant
En @ OFFERING OPINIONS ABOUT PRODUCTS
eter: Have you scen the prototype of our new PDA, Ju
Juli: Nor yet. Ooh ice, So what cami do!
Peter: Well thi cll phone and an onginier with wireless e-mail and a Web browse:
Juli: love the touch-screen display. I looks really el. m impres
Per: Wait tl you her the price: unde a hunde dollar
Julia: Ive got to hand it to yon, Pete. Your team lu skin agent job Any thoughts on what
wer going to call
3
Peter: Marketing has tested several names. e looks like were going withthe “Packet Wi
Juin: The Pocket Wizard... like ht
EE Defining Marketing
‘marketing (n) he process of planing and executing the conception, pricing, promotion,
and distribution of ideas, goods, and services to create exchanges that sa Individual and
organization objectives
Sane: The Amor Maren Aston (AMA)
marketing (n) everthing that happens from the ime the producti concelved unt itis
actualy in the customers hands
EX The Four Ps of marketing
Some Engihpeaki businespeoe define marketing satin terms of he “marking i”
The component ofthe marketing mx ar ten fered othe Fo Ps
PRODUCT
inches: name, features, packaging desen, qual servic, wrantic
A PRICE
mo inches pte, counts allmances payment period
PLACE
includes: distribution channels, geographic coverage, locations, logistics
PROMOTION
includes: advertising, direct marketing, public relations, personal selling
À
Sue Je McCarthy, Ba Maren: À Gb Manag Approach iho in Ca
KEN Comparing marker share
Daring the fins quer of 2002,
Palm eld more than 70% of she worldwide PDA marte
Heulen Packard caper second place with 14% ofthe market.
By the thied quarter of 2002,
HP macker share had declined 9%, while Handspring’ had increased 10%,
i
fam J
asiness 1 + Chapter 1 1
‘marketing (n) he process of planing and executing the conception, pricing, promotion,
and distribution of ideas, goods, and services to create exchanges that sa Individual and
organization objectives
Sane: The Amor Maren Aston (AMA)
marketing (n) everthing that happens from the ime the producti concelved unt itis
actualy in the customers hands
EX The Four Ps of marketing
Some Engihpeaki businespeoe define marketing satin terms of he “marking i”
The component ofthe marketing mx ar ten fered othe Fo Ps
PRODUCT
inches: name, features, packaging desen, qual servic, wrantic
A PRICE
mo inches pte, counts allmances payment period
PLACE
includes: distribution channels, geographic coverage, locations, logistics
PROMOTION
includes: advertising, direct marketing, public relations, personal selling
À
Sue Je McCarthy, Ba Maren: À Gb Manag Approach iho in Ca
KEN Comparing marker share
Daring the fins quer of 2002,
Palm eld more than 70% of she worldwide PDA marte
Heulen Packard caper second place with 14% ofthe market.
By the thied quarter of 2002,
HP macker share had declined 9%, while Handspring’ had increased 10%,
i
fam J
asiness 1 + Chapter 1 1
EB 1denctying the target audience
In any marketing active ily important so define the tner audience. Defining the coger
Cuca allows compart lo anses ural questions
1 ser a gs enough marke to spor our product service and generate a profit?
2 What wll compl tomen parle ur ch or sevice neal of another
Tipica in attempting o define het
Eneas snl nals ios Th
te determine wo te mer eustomerb In he eve of the genera comes
civic pm ironton on am"
+ market or customer, companies diferentiate heise
re any numberof factors that mus aso be identified in order
y sample, companion
DEMOGRAPHICS ‘roGKAPHICS PSYCHOGRAPHICS
age -mettopolitan rural location ates
gender popalacion density «belies
income level climate preferences
ethnicity hobbies
+ level of education DEILAVIORS interes
marital stars = publications read
- cocapaico nels med TV programs watched
sizeof household - purchasing pates rik tolence
e: DSS Resch, Undead Matt Sacra, or denim
MA Market research
Marketer generally divide rewcrc into the two br categories: quantitative and qualitative.
Quantitative Research
+ based on numerical data
+ provides statistical information
+ secks to projet characterises
of sample group onto broad
poralaron
“TYPES OF QUANTITATIVE
RESEARCH
Telephone survey
Online survey
Mail survey
Intercepe survey r
Sense: une Caron com
Qualitative Research,
+ collects openrended responses TYPES OF QUALITATIVE
= tempts to understand RESEARCH
behaviors and reasons for Focus groups
Ha ‘One-on-one interviews
is interpretive; most aa
appropriate fr determining ie
peoples motivators,
perceptions, and emotions Sauce The One Grup. wu dng cm
à Bininess + Chapter
In any marketing active ily important so define the tner audience. Defining the coger
Cuca allows compart lo anses ural questions
1 ser a gs enough marke to spor our product service and generate a profit?
2 What wll compl tomen parle ur ch or sevice neal of another
Tipica in attempting o define het
Eneas snl nals ios Th
te determine wo te mer eustomerb In he eve of the genera comes
civic pm ironton on am"
+ market or customer, companies diferentiate heise
re any numberof factors that mus aso be identified in order
y sample, companion
DEMOGRAPHICS ‘roGKAPHICS PSYCHOGRAPHICS
age -mettopolitan rural location ates
gender popalacion density «belies
income level climate preferences
ethnicity hobbies
+ level of education DEILAVIORS interes
marital stars = publications read
- cocapaico nels med TV programs watched
sizeof household - purchasing pates rik tolence
e: DSS Resch, Undead Matt Sacra, or denim
MA Market research
Marketer generally divide rewcrc into the two br categories: quantitative and qualitative.
Quantitative Research
+ based on numerical data
+ provides statistical information
+ secks to projet characterises
of sample group onto broad
poralaron
“TYPES OF QUANTITATIVE
RESEARCH
Telephone survey
Online survey
Mail survey
Intercepe survey r
Sense: une Caron com
Qualitative Research,
+ collects openrended responses TYPES OF QUALITATIVE
= tempts to understand RESEARCH
behaviors and reasons for Focus groups
Ha ‘One-on-one interviews
is interpretive; most aa
appropriate fr determining ie
peoples motivators,
perceptions, and emotions Sauce The One Grup. wu dng cm
à Bininess + Chapter
‘they
‘Se: ap Ke, Kader a Marketing, Fr Pet
KA © Brainstorming a promotional campaign
Promocional chance include
+ Pres rele
+ Directo
+ Television Inert di, mágico and nerpaper evene
© Bilardo de
Gloria: know we've allen very
buy Put ete gor to get moving
on the PDA campaign. Of ears
Fm referring to our Pocket Wizard,
wich assume yonfve all taken a
look at
Mares: We should probably
Stare with an announcement at
the annual technology conference
in Las Vegas. Then we could do
pres releases to all the major
publications
Jeff Leo and were just saying that
this thing has so many features that
tral for TV commercial
Leo: And the techies ate going
vo love ie. We really should d
on the Web,
Marta: Contest probably won't be very effective, hue] tink direct mail might work i we partner with
another company offering calling plans or Intemer service. Les nor forget there are two target audiences the
business person and the consumer. 14 start with print — maybe get a celebrity in a photo — then move &
ine a TV spt et na rel cof. A group of young hi-tech types ae giving ome of thei friends
fowgettng his glides birdy. Tew ame of the gy ends puts hs arm around the
fooseful Fyfe shoulder, hol out our PDA and says "You don nesd a memory yon got a Win”
Gloria: Not bad, Jeff. Bar ler le dhe advertising agency ake a stab att fst. Then if they rum into trou
swell end el
Jeff Sorry about thot, Gloria. ota bit carried aay
Baines 1 + Chapter 1 3
‘Se: ap Ke, Kader a Marketing, Fr Pet
KA © Brainstorming a promotional campaign
Promocional chance include
+ Pres rele
+ Directo
+ Television Inert di, mágico and nerpaper evene
© Bilardo de
Gloria: know we've allen very
buy Put ete gor to get moving
on the PDA campaign. Of ears
Fm referring to our Pocket Wizard,
wich assume yonfve all taken a
look at
Mares: We should probably
Stare with an announcement at
the annual technology conference
in Las Vegas. Then we could do
pres releases to all the major
publications
Jeff Leo and were just saying that
this thing has so many features that
tral for TV commercial
Leo: And the techies ate going
vo love ie. We really should d
on the Web,
Marta: Contest probably won't be very effective, hue] tink direct mail might work i we partner with
another company offering calling plans or Intemer service. Les nor forget there are two target audiences the
business person and the consumer. 14 start with print — maybe get a celebrity in a photo — then move &
ine a TV spt et na rel cof. A group of young hi-tech types ae giving ome of thei friends
fowgettng his glides birdy. Tew ame of the gy ends puts hs arm around the
fooseful Fyfe shoulder, hol out our PDA and says "You don nesd a memory yon got a Win”
Gloria: Not bad, Jeff. Bar ler le dhe advertising agency ake a stab att fst. Then if they rum into trou
swell end el
Jeff Sorry about thot, Gloria. ota bit carried aay
Baines 1 + Chapter 1 3
Building the brand
ka
EX The value of brand name recogs
The Interbrand Group compile listings ofthe best-known brand names around the world. In 2002,
nes topped its annual ranking of 100 of the worlds mos valable brand names
1. Coca-Cola 6. Nokia
2. Microsoft 7. Disney
3.18M 8 McDonalds
4. GE (Genera Electric) 9. Marlboro
5. Incl 10. Mercedes
mo
DD The power of the slogan
A slogan is phrase that supports brand name and ab
‘company’s unique postion and diflrentin i fom is competitors. Ae
an to be ef
nding strategy. Slogans should explain a
chy slogan attracts attention to
A truly great slogan can become a companys most powerful brain weapon, For
ive, most marketers agree that the company logo should appear wich the slogan
“Ton slogans chat have captured consumers attention —
1. Fly the friendly skis. 6. Where the beef?
2. We bring good things to ie 7. Reach out and touch someone,
3. Twice the rules, half the price. 8. Don’t leave home without it
4. Progress is our mos important product. 9. Get apiece ofthe Rock
5. Good to the lat drop. 10. Mm, mm, good.
Baines 1 + Chapter 1
ka
EX The value of brand name recogs
The Interbrand Group compile listings ofthe best-known brand names around the world. In 2002,
nes topped its annual ranking of 100 of the worlds mos valable brand names
1. Coca-Cola 6. Nokia
2. Microsoft 7. Disney
3.18M 8 McDonalds
4. GE (Genera Electric) 9. Marlboro
5. Incl 10. Mercedes
mo
DD The power of the slogan
A slogan is phrase that supports brand name and ab
‘company’s unique postion and diflrentin i fom is competitors. Ae
an to be ef
nding strategy. Slogans should explain a
chy slogan attracts attention to
A truly great slogan can become a companys most powerful brain weapon, For
ive, most marketers agree that the company logo should appear wich the slogan
“Ton slogans chat have captured consumers attention —
1. Fly the friendly skis. 6. Where the beef?
2. We bring good things to ie 7. Reach out and touch someone,
3. Twice the rules, half the price. 8. Don’t leave home without it
4. Progress is our mos important product. 9. Get apiece ofthe Rock
5. Good to the lat drop. 10. Mm, mm, good.
Baines 1 + Chapter 1
Now you can ..
BY Define marketing and the marketing mix
Was mach ii!
ME Compare market share
How dd she prc don the hind quater
HR Discuss market research [DD Brainstorm a promotional campaign
Whar kinds of market research does your What are the most effective ways 10 marker
company conduct? a produc
Buniness 1 + Chapter 1 5
BY Define marketing and the marketing mix
Was mach ii!
ME Compare market share
How dd she prc don the hind quater
HR Discuss market research [DD Brainstorm a promotional campaign
Whar kinds of market research does your What are the most effective ways 10 marker
company conduct? a produc
Buniness 1 + Chapter 1 5
SPOTLIGHT
The World’s Largest
Focus Group
Wal-Mart has a surprising appetite for
innovative wares, even from unknown
vendors. Here's how to break in,
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Mabe seo with he
pale oe dts nd arcing
sree Whi he bes was ames by
the doing he weil ha Chomp
ves js o salad unprvn. “They
ado pa
a "We hnen we nen on he
tar screen” Yo bl ca ihe sal
ony babe fon oli
her ou
Then Chomp cought a ek The
rame of he Noth Cony N
Wat Mar led immer ep
cs o Y Ya ec
ro in es pa sores. Ti al Yip
"ply males Wat Mar deb in
on IF Now Enh de sadly
Veco cone shout hey
Val Mas ny al Yip Yap othe ot
The tik an fc at Chimp went
hough ipl fo ox ah a
Na
No verdor wns bh he
welds ge eile On he ener
Hand. Var egeday ss ching
<n ie manu ung nigh
ine hoc hone a prodac or making
pla. Ace fers meat nett
aed lso from he mer
mechan of Wl Mar canbe ry
How to Pitch
a Behemoth
© Be revealing. Cah vp
ets on ur ancl ist,
compet prod, andar
rom ge. Tp Answer
everyting on be company’s
fiv page super questa.
Incomplete packets wil brunce
fightback D ou = postage ue
© Count everything.
Wa} Mar los number
Tip: Or sales projections,
Safey-tsty resul, and even
‘evaluation of how your
products sales wi alec ther
roduc sd by the eae.
© Show them the real
thing. you product wigs
los tan 25 pnts, sn
ondo, pts wi do,
Tip: Don't send anio ave
x peristable. This is a ong
roots; your product might nt
Took so 906 Ina few mons
Stop fr new vers she
Sapper Development
Department in Benoni, bt
they cn male i te
up ou pr aan
Tt you sen geting pst he
egos coser rg
someone ha as ets a
Val Ma orate hear
Vo make be ht icons.
© Try an end run.
Bertone sen ny ode.
Tip Pacs your ph vi te
eal ste manger That
parson hs aon sa ol wat
‘he company wants. et ye,
ose los the try
otre produc.
Dainese 1 + Chapter I
The World’s Largest
Focus Group
Wal-Mart has a surprising appetite for
innovative wares, even from unknown
vendors. Here's how to break in,
ado al ha a Wa Mor. The dec
‘calcd of ood, rm,
parle. and re cs ut ed ino
Tle tone shaped able and ange
‘ely ke Ali, Dos pl
¿bel ad the ann prie he
jee oct mem the ale aby
to cores Ingafor
‘peng thing Rover ate boe de
Yip
Tren oo Wat Mac? Vip op mata
wed peda in modal joy
‘old hy sun Ebano. N
ies hm Wa Mans hexane ia
Beni, Ar. Lu yer he in
company Chom, ce oa me
5370.00 polling he ca monl in
fc tr What te ld habe
real gan ou beine
ry ood, um ou gan
a Man, va 10000 po
fe hl alim he procure
fo spp spin ce Th Pc
a Bad" gh Spe
icon ce Beno
spe the Soper Dercipment
Depurment. Chomp cod afd sd
(CEO, Sumner “San” Pumas.
Saedcion went ml ough at be go
led ack rhe importan et
mine pito WE Ma's pr
upp bce
‘Wal Mar conde the
ma wesc
sha
ye Puan
Mabe seo with he
pale oe dts nd arcing
sree Whi he bes was ames by
the doing he weil ha Chomp
ves js o salad unprvn. “They
ado pa
a "We hnen we nen on he
tar screen” Yo bl ca ihe sal
ony babe fon oli
her ou
Then Chomp cought a ek The
rame of he Noth Cony N
Wat Mar led immer ep
cs o Y Ya ec
ro in es pa sores. Ti al Yip
"ply males Wat Mar deb in
on IF Now Enh de sadly
Veco cone shout hey
Val Mas ny al Yip Yap othe ot
The tik an fc at Chimp went
hough ipl fo ox ah a
Na
No verdor wns bh he
welds ge eile On he ener
Hand. Var egeday ss ching
<n ie manu ung nigh
ine hoc hone a prodac or making
pla. Ace fers meat nett
aed lso from he mer
mechan of Wl Mar canbe ry
How to Pitch
a Behemoth
© Be revealing. Cah vp
ets on ur ancl ist,
compet prod, andar
rom ge. Tp Answer
everyting on be company’s
fiv page super questa.
Incomplete packets wil brunce
fightback D ou = postage ue
© Count everything.
Wa} Mar los number
Tip: Or sales projections,
Safey-tsty resul, and even
‘evaluation of how your
products sales wi alec ther
roduc sd by the eae.
© Show them the real
thing. you product wigs
los tan 25 pnts, sn
ondo, pts wi do,
Tip: Don't send anio ave
x peristable. This is a ong
roots; your product might nt
Took so 906 Ina few mons
Stop fr new vers she
Sapper Development
Department in Benoni, bt
they cn male i te
up ou pr aan
Tt you sen geting pst he
egos coser rg
someone ha as ets a
Val Ma orate hear
Vo make be ht icons.
© Try an end run.
Bertone sen ny ode.
Tip Pacs your ph vi te
eal ste manger That
parson hs aon sa ol wat
‘he company wants. et ye,
ose los the try
otre produc.
Dainese 1 + Chapter I
Key Words
owance (a) an amoue of money tat company think
mayo in De fur and nudes acount We pay
See ruse 5% f cr merchandise fm real it, we
erly make an alone Fr U 0 e project ever.
‘brainstorm (x 20 parat cc and spontaneous à
creative si of developing ne ¡ss and ching problem:
Ale: becsoring laa, a ever terne and
lente cer opproche mer den,
brand name (a) rame gen 9 produc by à company
ed for bug customer reogritor: ran una ke für
ondes to se rows when she bus eh ponce.
capture (x) to tke by fore or superior rte y te end
of te yo, Chinese merjecues bad apt 85% 0f the
tt o exper watches ond os.
(demographis (a) ssl ad social formation on
A popa inclu a. gender and income lve ov
‘dered we demonic of outage omar e cn ow
dcp a mat votos
direct marketing) say where the sl cons
ote customers drec Fro ara red, e
Than a et vol on ema fe gt marine
¿distribution channels (1) organizo and peopl mod
ina system fr moving tas om producer to buyer: reson
Ind ca fe mare corp pcs À they make
Guten cht nd sd trap fewer sper
focus group (n) several consumers rough tether by a
cempany or purpose of conducting market research
Los or potted no fs up wos ot a ete
an ft Rd of cond on y wich ied Bes
M ca ls nd by
enorate +) o crest or produc: Rad herren
et ery 30% feu sols.
geographic coverage (he area in wich a rode or
Senses deere We havent od much ac meng
te gears cage of or roc bey the New ark
nan eo
et carried away (prose 0 gt ra esca: Dont get
{ed may ct te ns o wt yo ve fo, he
Sala and encours nt,
hand ¡et (someone) fps) pur red somcone
or something at was done wel: We are bará o the
oda denen eam. Tey delved xy what ey
Premed and ms te than expected
intercepe survey () a proces of collecting marketing dita
rom conser y sopping chem at parc locations
such as shopping mal and grocery stores One of the beets
of capsula iento 1 bene
comun” fal expressions on body que
logises (1) e plain, implementation and coordination of À
the di ofa business or car operation: Wi oj ot
Camps a, de its ae 0 port es Ue tl wok
market share (a) a mesure of» pro's sles compared
10 as competors, often depicted in pererages: At oe pt,
tua el ne en 85% shar of re sofware rate
veus.
‘motivator (1) someting st makes a conser betave in
eran ay: Somme bat taverns oe ele
mas fe comer sch fr weg is pod
‘openvended response (a) a answer tats move an à
Spl ese no We at to mr ofthe quere
nur sea eq pen edd nis us or mich
man posable ad ow comen: prep
perception (a) the way consis le about a company or
Product Neo conse penis ofthe compar ested
Jue pes of the doi Si.
promotion (a) an city intended to improve se of à
Product: We hve ope rman och yo before e
Polop to ros sok of oof cu sol fers.
Psychographie () eels abo de emotion and
behaviors of «group of peop he pct of th
op sed dre ta thy re conser and wl ret
spor wal same of ur ros
public relations (n) ve ans of a epson in
Bromoing good between tl and ka sudene: We hoe
rs pb in ates ne the ace sun in
el preserve mara ot.
qualitative researc (a) formation ote for
maeing purposes determine people tes pions
and motions tat ar diet rat ote eee
lynne Sheldon fo au euh beca ges er a
er understand of consi eal reacts e hr
companys sens
‘quantitative research (1) formation cotton or
ring purposes wth results shown n stats fos:
Wit Background in otc, not ning Ls Too
Boe lol sn en sah,
ris tolerance (he amount of potential dangerous or
‘pleasantries someone te vigo acceptin err
eve 3 postive outcome: Phil's ik ln oe o
ew places roer m. se you cm expect cr, consent
Behr when he oct scan desata
sector (na parc pr of market We we TV
comer roche cone Sc we se
‘trersement mindy pre magores nd jur 10
‘oooh he bases ca
{ake a stab at (something) (prose) ty: ve sever plod
So bn o al al
target audience / customer (a) he people martes re
trying 0 eich: The re e fr ths megane as
der dc oor of age.
warranty (a) a writen gran given oa customer by the
{ele or manicures for epacemen pars or epa sere
{oes sated period of tm Ino ne 1a gt my CD pyr
pa for fe Dec emos under way.
Business 1 + Chapter 1
owance (a) an amoue of money tat company think
mayo in De fur and nudes acount We pay
See ruse 5% f cr merchandise fm real it, we
erly make an alone Fr U 0 e project ever.
‘brainstorm (x 20 parat cc and spontaneous à
creative si of developing ne ¡ss and ching problem:
Ale: becsoring laa, a ever terne and
lente cer opproche mer den,
brand name (a) rame gen 9 produc by à company
ed for bug customer reogritor: ran una ke für
ondes to se rows when she bus eh ponce.
capture (x) to tke by fore or superior rte y te end
of te yo, Chinese merjecues bad apt 85% 0f the
tt o exper watches ond os.
(demographis (a) ssl ad social formation on
A popa inclu a. gender and income lve ov
‘dered we demonic of outage omar e cn ow
dcp a mat votos
direct marketing) say where the sl cons
ote customers drec Fro ara red, e
Than a et vol on ema fe gt marine
¿distribution channels (1) organizo and peopl mod
ina system fr moving tas om producer to buyer: reson
Ind ca fe mare corp pcs À they make
Guten cht nd sd trap fewer sper
focus group (n) several consumers rough tether by a
cempany or purpose of conducting market research
Los or potted no fs up wos ot a ete
an ft Rd of cond on y wich ied Bes
M ca ls nd by
enorate +) o crest or produc: Rad herren
et ery 30% feu sols.
geographic coverage (he area in wich a rode or
Senses deere We havent od much ac meng
te gears cage of or roc bey the New ark
nan eo
et carried away (prose 0 gt ra esca: Dont get
{ed may ct te ns o wt yo ve fo, he
Sala and encours nt,
hand ¡et (someone) fps) pur red somcone
or something at was done wel: We are bará o the
oda denen eam. Tey delved xy what ey
Premed and ms te than expected
intercepe survey () a proces of collecting marketing dita
rom conser y sopping chem at parc locations
such as shopping mal and grocery stores One of the beets
of capsula iento 1 bene
comun” fal expressions on body que
logises (1) e plain, implementation and coordination of À
the di ofa business or car operation: Wi oj ot
Camps a, de its ae 0 port es Ue tl wok
market share (a) a mesure of» pro's sles compared
10 as competors, often depicted in pererages: At oe pt,
tua el ne en 85% shar of re sofware rate
veus.
‘motivator (1) someting st makes a conser betave in
eran ay: Somme bat taverns oe ele
mas fe comer sch fr weg is pod
‘openvended response (a) a answer tats move an à
Spl ese no We at to mr ofthe quere
nur sea eq pen edd nis us or mich
man posable ad ow comen: prep
perception (a) the way consis le about a company or
Product Neo conse penis ofthe compar ested
Jue pes of the doi Si.
promotion (a) an city intended to improve se of à
Product: We hve ope rman och yo before e
Polop to ros sok of oof cu sol fers.
Psychographie () eels abo de emotion and
behaviors of «group of peop he pct of th
op sed dre ta thy re conser and wl ret
spor wal same of ur ros
public relations (n) ve ans of a epson in
Bromoing good between tl and ka sudene: We hoe
rs pb in ates ne the ace sun in
el preserve mara ot.
qualitative researc (a) formation ote for
maeing purposes determine people tes pions
and motions tat ar diet rat ote eee
lynne Sheldon fo au euh beca ges er a
er understand of consi eal reacts e hr
companys sens
‘quantitative research (1) formation cotton or
ring purposes wth results shown n stats fos:
Wit Background in otc, not ning Ls Too
Boe lol sn en sah,
ris tolerance (he amount of potential dangerous or
‘pleasantries someone te vigo acceptin err
eve 3 postive outcome: Phil's ik ln oe o
ew places roer m. se you cm expect cr, consent
Behr when he oct scan desata
sector (na parc pr of market We we TV
comer roche cone Sc we se
‘trersement mindy pre magores nd jur 10
‘oooh he bases ca
{ake a stab at (something) (prose) ty: ve sever plod
So bn o al al
target audience / customer (a) he people martes re
trying 0 eich: The re e fr ths megane as
der dc oor of age.
warranty (a) a writen gran given oa customer by the
{ele or manicures for epacemen pars or epa sere
{oes sated period of tm Ino ne 1a gt my CD pyr
pa for fe Dec emos under way.
Business 1 + Chapter 1
MAKING THE SALE
Topics
Products and customers
Objectives
Discnsing sales compi
customer loyalty
Presenting sales techniques
and st
Interpreting body language
Expressions
o pu into; to xo up against
lees just suy to give ups to do
one's homework; Hold on!
"Seling is easy if you work
hard ar it”
a wellknown saying
e benefits of
16) Discus
Eve
Bik
Eve
Bill
Bil:
Bill:
Eve:
Bil
Eve
So where wre we with the sales campaign for the Falcon?
The dealers have the produc iterate, The sales (one has been trained They know whar todo from
the moment prospect pulls nto the Ir. Ihe commercials work
The problem is were going up against BMW. Thoÿve yo
But we can bea them on price, And we're innovative. Young people ike th
So you think we can get the you
bran ond the youre customer
market, ult Hows the Fae
$ performance!
Not had.
Hase you ever driven a BMW Reber?
Yeah, my brother owns one
So have you taken him for a rs dive i the Falcon?
Une
And what did be think?
‘Well fr’ Jue say he no ready o give up his keys tothe Binmer jus yet
Topics
Products and customers
Objectives
Discnsing sales compi
customer loyalty
Presenting sales techniques
and st
Interpreting body language
Expressions
o pu into; to xo up against
lees just suy to give ups to do
one's homework; Hold on!
"Seling is easy if you work
hard ar it”
a wellknown saying
e benefits of
16) Discus
Eve
Bik
Eve
Bill
Bil:
Bill:
Eve:
Bil
Eve
So where wre we with the sales campaign for the Falcon?
The dealers have the produc iterate, The sales (one has been trained They know whar todo from
the moment prospect pulls nto the Ir. Ihe commercials work
The problem is were going up against BMW. Thoÿve yo
But we can bea them on price, And we're innovative. Young people ike th
So you think we can get the you
bran ond the youre customer
market, ult Hows the Fae
$ performance!
Not had.
Hase you ever driven a BMW Reber?
Yeah, my brother owns one
So have you taken him for a rs dive i the Falcon?
Une
And what did be think?
‘Well fr’ Jue say he no ready o give up his keys tothe Binmer jus yet
EB Describing the benefits of customer loyalty
oo pr des The 3 Rs of customer loyalty:
Related sales
selling new produces to existing
customers ia reat source of revenue
Referrals
«ati canton
product to another person provid
ft influential mori com
can ask for and it free
who recommend
EB A opical marketing budget
Only 10% ofthe typical
marketing bude 5
Seeking |, Maintaining scvoted to mantaining
New 90% — 10%) Current rent customer while
Customers Customers 90% is earmarked for
HEB Understanding headlines: automotive industry sales
Slump in Auto Sales Puts "T0
Buyer in the Driver's Seat igh Suv
Has Dealers Dealing
Fear of Flying \
Drives Families
a 4 Into Their Cars
Car Sales Soar as Prices Plummet
Strong Sales Boost E
Auto Industry Profits | im
Business + Chapter 2 9
oo pr des The 3 Rs of customer loyalty:
Related sales
selling new produces to existing
customers ia reat source of revenue
Referrals
«ati canton
product to another person provid
ft influential mori com
can ask for and it free
who recommend
EB A opical marketing budget
Only 10% ofthe typical
marketing bude 5
Seeking |, Maintaining scvoted to mantaining
New 90% — 10%) Current rent customer while
Customers Customers 90% is earmarked for
HEB Understanding headlines: automotive industry sales
Slump in Auto Sales Puts "T0
Buyer in the Driver's Seat igh Suv
Has Dealers Dealing
Fear of Flying \
Drives Families
a 4 Into Their Cars
Car Sales Soar as Prices Plummet
Strong Sales Boost E
Auto Industry Profits | im
Business + Chapter 2 9
ms
Pre
Presenting sales techniques and strategies
mer: OK, you've heen selling our brand
‘of cars for a year now. Tell me
wa you've learned about selling,
Trainee A: I've leamed 10 lt the eas be fi
Presenter: And why is that?
Trainee A: Beane often potential buyers
‘come in with a prety good blew of
hat they want. They've been on
the Website. They've done the
homework
Presenter: So your ole is?
Trainee A: To listen to dhem. Make chem fel comfortable. Bild a relationship, Schr
just kidding
Presenter: Sehinoosing is good. Ife helps build a relationship,
‘Trainee Be I'm finding more and more that my role isto help customers solve their problems
Presenter: You should avoid words like problems. Keep it upbeat; use positive language. Make i
Trainee Be And were not supposed to talk about the price of the car we should call it an
investment, right a
Trainee A: L ind dat many customers are unreal about pice I mean, their investment. tell
Ahem what I would dois
Presenter: Hold on there! 1 suggest chat you leave the 1 out of it, Selling not about gu amd your
taste or your wall. al about hei, the prospects. And remember, only a sal
pare of che prospects message comes fom the spoken word. How do you get the rest of ¿
the message i
Trainee A: Oh — body language. 1 can tell pretty sickly from che customers walk if he or he serious
about buying or nt
Presenter: Tell hem they look asf they're ready to oum one of out vehicles. Ifthey respond to hat
you're ready to close.
10
i IM + Ask questions of clarification.
_USTEN FIRST SELL SECOND If
Fue tps to becoming a better listener:
+ Dont inter. ar e
1 Done be thinking about what yor ging E ay
N Se Rick Cronk
0 Listen Bor unspeken implications. i 1001 Ways to Met
Mama Ja!
Business + Chapter 2
Pre
Presenting sales techniques and strategies
mer: OK, you've heen selling our brand
‘of cars for a year now. Tell me
wa you've learned about selling,
Trainee A: I've leamed 10 lt the eas be fi
Presenter: And why is that?
Trainee A: Beane often potential buyers
‘come in with a prety good blew of
hat they want. They've been on
the Website. They've done the
homework
Presenter: So your ole is?
Trainee A: To listen to dhem. Make chem fel comfortable. Bild a relationship, Schr
just kidding
Presenter: Sehinoosing is good. Ife helps build a relationship,
‘Trainee Be I'm finding more and more that my role isto help customers solve their problems
Presenter: You should avoid words like problems. Keep it upbeat; use positive language. Make i
Trainee Be And were not supposed to talk about the price of the car we should call it an
investment, right a
Trainee A: L ind dat many customers are unreal about pice I mean, their investment. tell
Ahem what I would dois
Presenter: Hold on there! 1 suggest chat you leave the 1 out of it, Selling not about gu amd your
taste or your wall. al about hei, the prospects. And remember, only a sal
pare of che prospects message comes fom the spoken word. How do you get the rest of ¿
the message i
Trainee A: Oh — body language. 1 can tell pretty sickly from che customers walk if he or he serious
about buying or nt
Presenter: Tell hem they look asf they're ready to oum one of out vehicles. Ifthey respond to hat
you're ready to close.
10
i IM + Ask questions of clarification.
_USTEN FIRST SELL SECOND If
Fue tps to becoming a better listener:
+ Dont inter. ar e
1 Done be thinking about what yor ging E ay
N Se Rick Cronk
0 Listen Bor unspeken implications. i 1001 Ways to Met
Mama Ja!
Business + Chapter 2
KA Three customers — three deals?
PE
1. has done research 1. has some idea what
she wants jr
2. knows whut he wants
2. likes wo models ually 2. doesnt like to make
3. int happy about price ick decisions
3. wants to discuss
4.cxpeces to negotiate Features and test-drive 3. doesn't wont to
both models fe'pinhed
M Hard Sell vs. Soft Sell
HARD SELL (Using u
appeal) SOFT SELL (Condition 8 term)
When PRODUCT ls temporary, or oflinited/ +WWhen PRODUCT has potenti or repeted
‘onetime use: shions, entertainment seasonal use staple foods, on-asion clothing, major
clothing perishable foods, cllecubles soplances
“When SELLER is temporary:doonto-door selling Wen SELLER ie permanent crab
telephone soicatons stores name brands
Wen BUYER is temporary. ac bin an una + When BUYER is sable and fm residen
are or condition tourists, travelers, newcomers, — of the area experienced, mature ale
inexperienced J immature buyers
+ When a sense of CRISIS isa real or + When NO CRISIS exists ongoing product or
Imagined emergency, ime limit or deadline service offerings, business as usual
Wen SUPPLY exceeds DEMAND: urpls “When DEMAND exceeds SUPPLY shortage
Stustions situations
Sone Hh an Porn Anais, wn
HEN AIDA: A Formula for Selling Success
AIDA, abasic formula or ling, sands or Attention, ness, eue, Action, Before salespeople
an get caen o buy product and vices they Hae tog
saber people ae constantly being board by adv
and more ao to atraca ol peopl at
ising and product information, takes mo
Sance Rik Matt You Sri, Ma
eal, 101 Ways 4181 Creer ols
Business 1 + Chapter 2 u
PE
1. has done research 1. has some idea what
she wants jr
2. knows whut he wants
2. likes wo models ually 2. doesnt like to make
3. int happy about price ick decisions
3. wants to discuss
4.cxpeces to negotiate Features and test-drive 3. doesn't wont to
both models fe'pinhed
M Hard Sell vs. Soft Sell
HARD SELL (Using u
appeal) SOFT SELL (Condition 8 term)
When PRODUCT ls temporary, or oflinited/ +WWhen PRODUCT has potenti or repeted
‘onetime use: shions, entertainment seasonal use staple foods, on-asion clothing, major
clothing perishable foods, cllecubles soplances
“When SELLER is temporary:doonto-door selling Wen SELLER ie permanent crab
telephone soicatons stores name brands
Wen BUYER is temporary. ac bin an una + When BUYER is sable and fm residen
are or condition tourists, travelers, newcomers, — of the area experienced, mature ale
inexperienced J immature buyers
+ When a sense of CRISIS isa real or + When NO CRISIS exists ongoing product or
Imagined emergency, ime limit or deadline service offerings, business as usual
Wen SUPPLY exceeds DEMAND: urpls “When DEMAND exceeds SUPPLY shortage
Stustions situations
Sone Hh an Porn Anais, wn
HEN AIDA: A Formula for Selling Success
AIDA, abasic formula or ling, sands or Attention, ness, eue, Action, Before salespeople
an get caen o buy product and vices they Hae tog
saber people ae constantly being board by adv
and more ao to atraca ol peopl at
ising and product information, takes mo
Sance Rik Matt You Sri, Ma
eal, 101 Ways 4181 Creer ols
Business 1 + Chapter 2 u
“Selling is fifteen percent knowledge and sil and eighty-five percent
ande, values and emotional control”
m igh, mana ls a an he.
lng oer, er 202
Interpreting Body Language
ace: Rol Hole and Ti Hin, Esc Managers Man, DK Phi
TD econ
Ever hori
hang nd
in Your ck pce
2 als Malina Dino
pon works fa CDROM
lousy ya
tral ba can, or delia
Ye fate ad pra fi
ss Cards
of business cards
A che globe. Th
yon reach in
2 Business + Chapter
ande, values and emotional control”
m igh, mana ls a an he.
lng oer, er 202
Interpreting Body Language
ace: Rol Hole and Ti Hin, Esc Managers Man, DK Phi
TD econ
Ever hori
hang nd
in Your ck pce
2 als Malina Dino
pon works fa CDROM
lousy ya
tral ba can, or delia
Ye fate ad pra fi
ss Cards
of business cards
A che globe. Th
yon reach in
2 Business + Chapter
Now you ca
BN Discuss a sales campaign I Describe the benefits of customer loyalty
The 3 Rs of customer loyalty:
Why is customer loyalty so important
IA Present sales techniques and strategies D Interpret body language
pre py ei an
uerbimeretustenn |
Dem
sn ui
a. Il:
nen
aan ma
if HH ; }
Dino + Chapter?
BN Discuss a sales campaign I Describe the benefits of customer loyalty
The 3 Rs of customer loyalty:
Why is customer loyalty so important
IA Present sales techniques and strategies D Interpret body language
pre py ei an
uerbimeretustenn |
Dem
sn ui
a. Il:
nen
aan ma
if HH ; }
Dino + Chapter?
SPOTLIGHT
Selling Salesmanship
Sales guru Tom Hopkins has seen
technologies come and go, but what
ultimately moves the goods never changes.
sn Hops as ben hing ‘Wha hy i ee, Hoi ays
de 2 rl a fang el
# eae
I
251, nen he
sete gt one a co! mein a she
er inci len hr ane
Stern me} Arai amd: ao rg ou
bang 15 anes ui Si ‘Wha hang np many of i sen
Vil ai, be delat a mor 5 sis
ri Ves pl ein So
then bo ata pop
he yon ci
hide
leaned the msn shat ‘il combs “Ok a he wake
gl ec Wc herds omens, Dip Fl
e ana” lobe ona til he
ln omo rm Burn hg ou ii don
ondi margen lean doit mon ici CRM
tpl por edu of lg ¿ol nn ito
bee et
What Works
Here's How Hopkins
Gets to Yes:
Ask questions that
dont leave room for no.
"Vou wi you today 3,0
woul tamara be beter”
Never use the word
price” or “cost.”
Sy meinen
Never ask for “an
appointment.” Ksugpsss
sus tine coment Say
“Tbe nie te, an as
{npg I cout it pop by ana st
Don't ask “May I help
you?” Toy ep Wero st
‘ooking Say “i sono,
Can you tel me wat rug you
into cu store da
Isolate areas of agreement.
You nea o ol ite ess on
‘he yt the byes.
Get Inside Your Customer’s Head
A new speaker technology creates laserlike
audio messages for an audience of one.
A ig “Wane und sin you ed
kes chs mai fo teats noo! Nos CEO of Sn Dg sed
pp nd au Or Roky ich maes de en
et ht Ye hema ene 100000
wining pei depp Mech ke esr nd a wep bed He
vay Be ul amis cay the sist ana When be dran
ni pal sleep wih und ec hough a, hare come
ow lg pre Sond im ga human cn ha, cn
(HS cn oa mg lige en ou bam na po
rg ep aid de bom do ara age ey 208, ve
upped wh HSS pee il ei
mig i of
sole Mei IK Meda & Tol.
comp ds pis eed pm
nd in, pl ol HS pu
Beni À + Chapter 2
Selling Salesmanship
Sales guru Tom Hopkins has seen
technologies come and go, but what
ultimately moves the goods never changes.
sn Hops as ben hing ‘Wha hy i ee, Hoi ays
de 2 rl a fang el
# eae
I
251, nen he
sete gt one a co! mein a she
er inci len hr ane
Stern me} Arai amd: ao rg ou
bang 15 anes ui Si ‘Wha hang np many of i sen
Vil ai, be delat a mor 5 sis
ri Ves pl ein So
then bo ata pop
he yon ci
hide
leaned the msn shat ‘il combs “Ok a he wake
gl ec Wc herds omens, Dip Fl
e ana” lobe ona til he
ln omo rm Burn hg ou ii don
ondi margen lean doit mon ici CRM
tpl por edu of lg ¿ol nn ito
bee et
What Works
Here's How Hopkins
Gets to Yes:
Ask questions that
dont leave room for no.
"Vou wi you today 3,0
woul tamara be beter”
Never use the word
price” or “cost.”
Sy meinen
Never ask for “an
appointment.” Ksugpsss
sus tine coment Say
“Tbe nie te, an as
{npg I cout it pop by ana st
Don't ask “May I help
you?” Toy ep Wero st
‘ooking Say “i sono,
Can you tel me wat rug you
into cu store da
Isolate areas of agreement.
You nea o ol ite ess on
‘he yt the byes.
Get Inside Your Customer’s Head
A new speaker technology creates laserlike
audio messages for an audience of one.
A ig “Wane und sin you ed
kes chs mai fo teats noo! Nos CEO of Sn Dg sed
pp nd au Or Roky ich maes de en
et ht Ye hema ene 100000
wining pei depp Mech ke esr nd a wep bed He
vay Be ul amis cay the sist ana When be dran
ni pal sleep wih und ec hough a, hare come
ow lg pre Sond im ga human cn ha, cn
(HS cn oa mg lige en ou bam na po
rg ep aid de bom do ara age ey 208, ve
upped wh HSS pee il ei
mig i of
sole Mei IK Meda & Tol.
comp ds pis eed pm
nd in, pl ol HS pu
Beni À + Chapter 2
body language (n pros) nonverbal cues hat show what }
persons ing or lc, Atha o said nig | ald
{aby bad logan et he ws ery ange
boost (e) increase o rie (esl produton. oF
pes): We hope he new marketing amp wi bos sks
(ing o pial sow Une of pee
brand (nthe ame gen toa product so that customers
wil ready and easly recoge le The Sherman on pos
Poet some rand of so fr the ost ten yrs.
lose a sale (prose) 10 reach he nal stp of the sng,
process in which a contract signed or a ea raie
Tre cert demanded so many chores tote cone o
the solar wondered if he woud eer das he soe
‘commission (a) af ora percentage ofa sales pice pad
0 alsperson or agent Or sols ebm à mate ts
(5 much proto postie each man coe ty oe pad
by comen
customer loyalty (x. he) à company state of
bn strong roms with customers so they
repeatedly purchase product and recommend them to
‘thers Aug customers deu and expensive, 9 à
wise o focos on proving tre yt tan end
pans ss.
{do one's homework (i hos) 1 resareho prepare in
crane: ts best a ns’ homes before maki le
Purchase uch os ca are rer u ge ago dol
Bee up (pect) o surrender or reiquih: Mark gie u
is Soy af aus 1 spend ore me wit is en.
9 up against (1 prose) to compece with: We oe eae up
‘Baa the est in the sy win os new rode.
hard sel pos) the practic of ing extreme resure
o pesado a cistomer o buy something The bal nt
‘rk wth Tina. Te are he staan pe the es
‘eet he became in he prose
old on «prose o sop or wat: Hal an 0 momen;
im ot et dy espn,
Lots Just say (expresso) a phrase used 1 ay someting
indrechy or of. Pm nt alowed arce bo we
Pied gute yu but es sso i the interna const at
wwe ol expected to get the jo
negotiate (+) o dea or bargin wih another person it
‘order 0 reach agreement: Uno y wrt price.
the coto negated à 10% daca fre molan the
parer
plummet (4) 1 or drop suddenly: One product
Incas ond merlo ot songs were rela,
pics for ou DV players pruned
product literature vos) promocional materia
repare by à company lo potentes e prados
lies ctas uefa nformaten about te fen mes
ande,
prospect(n) a potential bye: you at o spe ie ©
Valued int, he wi be more ly to el comfort and
Purchase your pod
pal into (prose) o de a vehicle ino a place uta
pking o econo te map
referral (n) à recommendation: ea fom td
fends moe ein on een commerce
related sale {. pas) à new product sl o existing
customers: You con often cree mi ales by sry
eating entame obo oer pots av oe
retention (2) flo retain (+) 0 keep oto hold: Burchard
Indus hs o excelent ante pto cord wich ey
cite 1 apor cross ond compete pce
sales campaign ( has) sets of events or aces
developed to creuse ales: The now a ompal &
teeing de yout market with ds emp on ak wo ond
Yor mis.
es rep(resentaive poza) a person whose obs
persuade peopl o buy a company’s products: The sales
rom sever! ines met fe Conference to dacs sles
‘edges ond sarees.
schmooze (+) och pleasantly with someone for de
purpose of estabshing a andy relajo: He est
one wih osito bases.
slump (x) a sudden drop in price, value, or quan
Thre hs been osha in sls ths wire
soar (x) fy upward rapid, a bird Demand fr mabe
hanes has soared Os you
so sal (1 the practice of encouraging and perdio,
at pressure, customer Because te tor owned
sera eps Fear, e salesman und he aft sal with he
Dainese} + Chapter 2
15
persons ing or lc, Atha o said nig | ald
{aby bad logan et he ws ery ange
boost (e) increase o rie (esl produton. oF
pes): We hope he new marketing amp wi bos sks
(ing o pial sow Une of pee
brand (nthe ame gen toa product so that customers
wil ready and easly recoge le The Sherman on pos
Poet some rand of so fr the ost ten yrs.
lose a sale (prose) 10 reach he nal stp of the sng,
process in which a contract signed or a ea raie
Tre cert demanded so many chores tote cone o
the solar wondered if he woud eer das he soe
‘commission (a) af ora percentage ofa sales pice pad
0 alsperson or agent Or sols ebm à mate ts
(5 much proto postie each man coe ty oe pad
by comen
customer loyalty (x. he) à company state of
bn strong roms with customers so they
repeatedly purchase product and recommend them to
‘thers Aug customers deu and expensive, 9 à
wise o focos on proving tre yt tan end
pans ss.
{do one's homework (i hos) 1 resareho prepare in
crane: ts best a ns’ homes before maki le
Purchase uch os ca are rer u ge ago dol
Bee up (pect) o surrender or reiquih: Mark gie u
is Soy af aus 1 spend ore me wit is en.
9 up against (1 prose) to compece with: We oe eae up
‘Baa the est in the sy win os new rode.
hard sel pos) the practic of ing extreme resure
o pesado a cistomer o buy something The bal nt
‘rk wth Tina. Te are he staan pe the es
‘eet he became in he prose
old on «prose o sop or wat: Hal an 0 momen;
im ot et dy espn,
Lots Just say (expresso) a phrase used 1 ay someting
indrechy or of. Pm nt alowed arce bo we
Pied gute yu but es sso i the interna const at
wwe ol expected to get the jo
negotiate (+) o dea or bargin wih another person it
‘order 0 reach agreement: Uno y wrt price.
the coto negated à 10% daca fre molan the
parer
plummet (4) 1 or drop suddenly: One product
Incas ond merlo ot songs were rela,
pics for ou DV players pruned
product literature vos) promocional materia
repare by à company lo potentes e prados
lies ctas uefa nformaten about te fen mes
ande,
prospect(n) a potential bye: you at o spe ie ©
Valued int, he wi be more ly to el comfort and
Purchase your pod
pal into (prose) o de a vehicle ino a place uta
pking o econo te map
referral (n) à recommendation: ea fom td
fends moe ein on een commerce
related sale {. pas) à new product sl o existing
customers: You con often cree mi ales by sry
eating entame obo oer pots av oe
retention (2) flo retain (+) 0 keep oto hold: Burchard
Indus hs o excelent ante pto cord wich ey
cite 1 apor cross ond compete pce
sales campaign ( has) sets of events or aces
developed to creuse ales: The now a ompal &
teeing de yout market with ds emp on ak wo ond
Yor mis.
es rep(resentaive poza) a person whose obs
persuade peopl o buy a company’s products: The sales
rom sever! ines met fe Conference to dacs sles
‘edges ond sarees.
schmooze (+) och pleasantly with someone for de
purpose of estabshing a andy relajo: He est
one wih osito bases.
slump (x) a sudden drop in price, value, or quan
Thre hs been osha in sls ths wire
soar (x) fy upward rapid, a bird Demand fr mabe
hanes has soared Os you
so sal (1 the practice of encouraging and perdio,
at pressure, customer Because te tor owned
sera eps Fear, e salesman und he aft sal with he
Dainese} + Chapter 2
15
eno oo en
MANAGING THE NUMBERS
Topics
P
You can't manage what
you don't measure.”
a business proverb
MANAGING THE NUMBERS
Topics
P
You can't manage what
you don't measure.”
a business proverb
Discussing the budgeting process
HEN Definiion: budger
A budget is …
a. a forecast ofthe year’s financial results
b. a plan of the year's work
©. an expression of upper management objectivos and priorities
4. a control and measurement tool
+. all of the above
Sau: Rab Fey, sn
EB Budgeting strategies
‘TOP-DOWN BUDGETIN(
Step 1A companys upper management establishes
ile financial goals, such as revenue
ir and expenses
Step 2 Department heads develop badgers that support
managements priorities and allow chem 10 meet
Step 3 Management eviews the departmental badgts and
works with depuriment manages to finalize the.
POTTOM-UP BUDGETING
Step I Department man:
the ncak and gca
5 prepare bles that eflece
of ei departments
Step 2 Upper u
the departmental budgets o e
imagen reviews and consolidates
ste an overall
company bs
Step 3
agement drets department 10 modif; their
budget, as needed, to met the company objectives.
Sue “i
THE BIG PICTURE —kecpingan ee on the economy and how your company
When preparing a budget, it id
isiaporeat to know your keeping with she les rends in your indy
company’ ra; pie in geting to know yur company culture thai ha is
init. and it phlowophy | Kad senior management
sre atone INL SVT eel pt SWOT Scena velo
2. Opportunities and Treas to dhe company)
Bal on Tacs Even,” hy Chk Kroner, Had Magen
Dasiness L + Chapter 3 17
HEN Definiion: budger
A budget is …
a. a forecast ofthe year’s financial results
b. a plan of the year's work
©. an expression of upper management objectivos and priorities
4. a control and measurement tool
+. all of the above
Sau: Rab Fey, sn
EB Budgeting strategies
‘TOP-DOWN BUDGETIN(
Step 1A companys upper management establishes
ile financial goals, such as revenue
ir and expenses
Step 2 Department heads develop badgers that support
managements priorities and allow chem 10 meet
Step 3 Management eviews the departmental badgts and
works with depuriment manages to finalize the.
POTTOM-UP BUDGETING
Step I Department man:
the ncak and gca
5 prepare bles that eflece
of ei departments
Step 2 Upper u
the departmental budgets o e
imagen reviews and consolidates
ste an overall
company bs
Step 3
agement drets department 10 modif; their
budget, as needed, to met the company objectives.
Sue “i
THE BIG PICTURE —kecpingan ee on the economy and how your company
When preparing a budget, it id
isiaporeat to know your keeping with she les rends in your indy
company’ ra; pie in geting to know yur company culture thai ha is
init. and it phlowophy | Kad senior management
sre atone INL SVT eel pt SWOT Scena velo
2. Opportunities and Treas to dhe company)
Bal on Tacs Even,” hy Chk Kroner, Had Magen
Dasiness L + Chapter 3 17
Discussing financial reports
HEN Forecasting from financial statements
2m m
COR
g=|
|
Swe: Mork 9 Co. Inc, Anal Rp 2001
I The essentials of financial reporting
Statement of Income (aka, the PSL Statement)
shows revenue, expenses and prof during a given period of time, play
‘thor quarter or a year shows how much money the company spend to
make 1 prof |
in brief tls you whether the company is making a profit
Balance Sheet
shows the companys financial postion at à given moment by comparing what the company has
invested in is busines to what it owes its creditors th difference in the two numbers he owner”
‘equity: he halance sheer illustrates his equation: ASSIS = MAILITIS + OWNS LQUITY
in brief tells yo how wel he company i sing its assets and managing is his
Cash Flow Statement
shows how much cast is coming ino and going out of the company during a given period of times
Italo details how che company spends its cash
in brief ells yo whether he company is ing profs ine cash.
18 Business + Chapter.
HEN Forecasting from financial statements
2m m
COR
g=|
|
Swe: Mork 9 Co. Inc, Anal Rp 2001
I The essentials of financial reporting
Statement of Income (aka, the PSL Statement)
shows revenue, expenses and prof during a given period of time, play
‘thor quarter or a year shows how much money the company spend to
make 1 prof |
in brief tls you whether the company is making a profit
Balance Sheet
shows the companys financial postion at à given moment by comparing what the company has
invested in is busines to what it owes its creditors th difference in the two numbers he owner”
‘equity: he halance sheer illustrates his equation: ASSIS = MAILITIS + OWNS LQUITY
in brief tells yo how wel he company i sing its assets and managing is his
Cash Flow Statement
shows how much cast is coming ino and going out of the company during a given period of times
Italo details how che company spends its cash
in brief ells yo whether he company is ing profs ine cash.
18 Business + Chapter.
Just the facts
Developing new
rations is a long, complex process, involving extensive peti for esearch,
testing and clinica eral. While the public cries ou for les expensive daa, Ie insss of coune, that
medicines be safe and effective with
semaceutical companies demand lower prices for medicines,
picture for he ie}
ic takes 10-15 years to develop a new prescription medicine and earn government a
= the average cost of bringing a new drug to market: $8
= 15 years ago, the cost un jus $318 million (inflation adjusted dollars)
= of every 5,000 medicines teste, roughly five will undergo clinical re
~ ofthese five,
®
a.
Summarizing an interview on the pharmaceı
few side elects as posible. Consumer in the US. and tities
but the facts paint achallensing
million
alone will eventually be approved fr use
de Std of Dr Dar pes
industry
= How ate prescription drug companies
faring in the economy? Why?
— Why is the prescription drug industry
considered dificue business
— What are drug companies doing to Keep
thei balance sets under control?
Wat lebe US, were
investigating? Why?
Did you hearth on aout th ccoo
‘her
= BE Techn
Du oe ant tained as an engineer, pulled = a
enn aaa
‘The second cani
candidate, tained
Einstein, to plus two ee a ler, noted that in
Plus two was proven to bu four 1e caso of Newton vs,
A businoss execu
Inthe course ofthe
ro pg PCR was an acounint When the execu iv asked him how much
ro plas two was, he a
Re leaned across the dank.
want it to be? and whispered"
hispered:"How much do you
coto Chapters
Developing new
rations is a long, complex process, involving extensive peti for esearch,
testing and clinica eral. While the public cries ou for les expensive daa, Ie insss of coune, that
medicines be safe and effective with
semaceutical companies demand lower prices for medicines,
picture for he ie}
ic takes 10-15 years to develop a new prescription medicine and earn government a
= the average cost of bringing a new drug to market: $8
= 15 years ago, the cost un jus $318 million (inflation adjusted dollars)
= of every 5,000 medicines teste, roughly five will undergo clinical re
~ ofthese five,
®
a.
Summarizing an interview on the pharmaceı
few side elects as posible. Consumer in the US. and tities
but the facts paint achallensing
million
alone will eventually be approved fr use
de Std of Dr Dar pes
industry
= How ate prescription drug companies
faring in the economy? Why?
— Why is the prescription drug industry
considered dificue business
— What are drug companies doing to Keep
thei balance sets under control?
Wat lebe US, were
investigating? Why?
Did you hearth on aout th ccoo
‘her
= BE Techn
Du oe ant tained as an engineer, pulled = a
enn aaa
‘The second cani
candidate, tained
Einstein, to plus two ee a ler, noted that in
Plus two was proven to bu four 1e caso of Newton vs,
A businoss execu
Inthe course ofthe
ro pg PCR was an acounint When the execu iv asked him how much
ro plas two was, he a
Re leaned across the dank.
want it to be? and whispered"
hispered:"How much do you
coto Chapters
UNDERSTANDING CULTURAL DIFFERENCES
Relying solely on the "numbers" to develop a
busines plan can Teal to what is kom ar
ralyts by analysis” or, in other words, the
Ina to come toa decken -
| Hoss much do you schon data In making
| dehnt
| tether pic fr judgment and neon
in developing a Baines sate?
| Whar i your company psp om sist
nn
Evaluating a company’s performance The Balanced Scorecard
The most common ways to measure Wouldn't tbo great 1 have a sytem that would o
+ Sales growth (CAGR) in
2 Prof growth (pre: & postas)
+ Financial ratios (% goth) P
Bat nie Damen Sanco: Mss
de Dre Permanente ok
Dia Men Hae Po ee, 380
Whats the botton
‘Accounting expressions and slang?
the boom line: the Last entry ofa
Halance sheet 3
nic the members
in he black show a profit
in there: honra los
become hankrupe
an on, ee ee pe
CAR The Now Y Coli: um
Came com. Al Rig Rec
20 Basins 1 + Chapter
Relying solely on the "numbers" to develop a
busines plan can Teal to what is kom ar
ralyts by analysis” or, in other words, the
Ina to come toa decken -
| Hoss much do you schon data In making
| dehnt
| tether pic fr judgment and neon
in developing a Baines sate?
| Whar i your company psp om sist
nn
Evaluating a company’s performance The Balanced Scorecard
The most common ways to measure Wouldn't tbo great 1 have a sytem that would o
+ Sales growth (CAGR) in
2 Prof growth (pre: & postas)
+ Financial ratios (% goth) P
Bat nie Damen Sanco: Mss
de Dre Permanente ok
Dia Men Hae Po ee, 380
Whats the botton
‘Accounting expressions and slang?
the boom line: the Last entry ofa
Halance sheet 3
nic the members
in he black show a profit
in there: honra los
become hankrupe
an on, ee ee pe
CAR The Now Y Coli: um
Came com. Al Rig Rec
20 Basins 1 + Chapter
Now you can a.
HEY ale about budget and the budgeting process
What és the purpose of a budger What is your companys approach to budgets?
I Discuss financial reports
What can you say about this company hase on its income statement?
‘What other reports would you like to sce to evaluate the company performance? Why?
M © Summarize an interview
What did the experts in
the industry have to say?
Business + Chapter 3
2
HEY ale about budget and the budgeting process
What és the purpose of a budger What is your companys approach to budgets?
I Discuss financial reports
What can you say about this company hase on its income statement?
‘What other reports would you like to sce to evaluate the company performance? Why?
M © Summarize an interview
What did the experts in
the industry have to say?
Business + Chapter 3
2
12 Management
Tips for Slow Times
Slow times call for new strategies
and some very old spending habits.
ne dayinthe 190% held + Unhundling the practice mix nd
Ross the kinins corola hing fr sings har nc we fi
new pie cal he New + Repo pacing conc
e a der a
Parker wy she wae wich pee «Pig lected RSD, bale
opel She eid “Some was capi spending pjesme
tng de pen” beraten pri
[Now hie chi fr a deed fay + Cati pel, pay onde he
shot timer ds off dame or of Set pectin and es
tosca vino: sing 1 de mor ‘Whar is evden om rating
tithe. You could ange pad ha andy ss the met
Jaa it eme of gel ewh, ue hat le a. Remeber,
“aie grt spend money wake Fry a mei oa end Leet
nn ee
ready when comes The cay bind gos Son hranbreaking cess hey cu
‘ay hn tomes The pi
none reee iria
Pie nn me che ne na ge thie imllecta) capital and fund future
Ios oc iratinaly exuberant Wh Before you an as or crio
to compas us emote quae in company neds ion — a 109 of
e nen
‘sll more without harming tough people, ert al hi pin to ge thee, You aio
«pil a thr row. Any dance en Ai pet act inch unt sme
send à free (cs ding more wich need Hire
a, RR m
unse el yemnumbors tent
nn ET
es
CE ee
ee ee
a a eae
ne nenne tu
ind ihn iy ai eee mae hei
ra or come ae ded — ne
pci prin ce theo of
Spa The mb proc
Prados par divided y ip,
A impene yo se ding mer wäh
Ve. Wi ns In tr aber ha
ne panda you ei aor om,
he ou a ore of. Tha
can ls copy far.
Help people understand
that thrift is a source
of profit
Inthe cae of Maal Fund company
Vanguard Gu bw co helps gine em
brand iden Ina industry wee
rus can hve nos sa
Empleo under ht at why
Vang an compete wih marking
machines Hk Fy and Merl né.
People should get more,
not less
Stock options, tock meri. pre
ig ging some so of
nca Keen company oes and
employee pocboks mut be made
‘The mor die, ihr.
Eliminate the galling
gewgaws of privilege
‘a go hc executive pking pes,
county dub manips ce Free
The ini the for nd mon
perc ay bd his im he ery
hs of your baso —
Get everyone involved
‘Chane si ght, on coe
final tam Aig the vps
lke nel neg parcel mr,
or ion Ten. he hard parte
Teen a ast 80 peca of wha
they commend and ck op whe
ines ges bee.
Thi mor han ci When ll
‚a business. Among them ar un, only three matter, The fre i ce ‘woes — the business model the ewan
“Se eg ne do derma, Tea aime ape
+ Spcding collection and ceda o opera The second crono tr
slowing payments a
= res
Tips for Slow Times
Slow times call for new strategies
and some very old spending habits.
ne dayinthe 190% held + Unhundling the practice mix nd
Ross the kinins corola hing fr sings har nc we fi
new pie cal he New + Repo pacing conc
e a der a
Parker wy she wae wich pee «Pig lected RSD, bale
opel She eid “Some was capi spending pjesme
tng de pen” beraten pri
[Now hie chi fr a deed fay + Cati pel, pay onde he
shot timer ds off dame or of Set pectin and es
tosca vino: sing 1 de mor ‘Whar is evden om rating
tithe. You could ange pad ha andy ss the met
Jaa it eme of gel ewh, ue hat le a. Remeber,
“aie grt spend money wake Fry a mei oa end Leet
nn ee
ready when comes The cay bind gos Son hranbreaking cess hey cu
‘ay hn tomes The pi
none reee iria
Pie nn me che ne na ge thie imllecta) capital and fund future
Ios oc iratinaly exuberant Wh Before you an as or crio
to compas us emote quae in company neds ion — a 109 of
e nen
‘sll more without harming tough people, ert al hi pin to ge thee, You aio
«pil a thr row. Any dance en Ai pet act inch unt sme
send à free (cs ding more wich need Hire
a, RR m
unse el yemnumbors tent
nn ET
es
CE ee
ee ee
a a eae
ne nenne tu
ind ihn iy ai eee mae hei
ra or come ae ded — ne
pci prin ce theo of
Spa The mb proc
Prados par divided y ip,
A impene yo se ding mer wäh
Ve. Wi ns In tr aber ha
ne panda you ei aor om,
he ou a ore of. Tha
can ls copy far.
Help people understand
that thrift is a source
of profit
Inthe cae of Maal Fund company
Vanguard Gu bw co helps gine em
brand iden Ina industry wee
rus can hve nos sa
Empleo under ht at why
Vang an compete wih marking
machines Hk Fy and Merl né.
People should get more,
not less
Stock options, tock meri. pre
ig ging some so of
nca Keen company oes and
employee pocboks mut be made
‘The mor die, ihr.
Eliminate the galling
gewgaws of privilege
‘a go hc executive pking pes,
county dub manips ce Free
The ini the for nd mon
perc ay bd his im he ery
hs of your baso —
Get everyone involved
‘Chane si ght, on coe
final tam Aig the vps
lke nel neg parcel mr,
or ion Ten. he hard parte
Teen a ast 80 peca of wha
they commend and ck op whe
ines ges bee.
Thi mor han ci When ll
‚a business. Among them ar un, only three matter, The fre i ce ‘woes — the business model the ewan
“Se eg ne do derma, Tea aime ape
+ Spcding collection and ceda o opera The second crono tr
slowing payments a
= res
asset a) something owes by an indi or buns that
Pas ale or can car even! The fms ssi clue See!
Page fc Bangs in the buses at of ei
balance sheet () a document summarting the over
franca postion oa business, offen athe end of each
(quarter and year The compar prermed wel los quote 5.
‘how by he balance sheet.
balanced scorecard (n) an ternal strategie management
system to eva performance rom ire perspectives
ing bth franc and operations! messe The
ited scan lowed our company ory eu von ond
‘totes nd thn onde demo actin fr eating fre
lan stores lors and mure efficent mao
ide process.
bottom lie 1) the naci pre showing companys
total prof or los educ derigpment cos ml ep o
none be companys bee ite,
bottom-up budgeting 1) developing a budget begering
vt department managers needs, nen consobdtng these
‘eed for fal review and approval y upper management:
The CEO beers thot undestondng Ue neds of ec
deparimen svi) so she es the bata dete
opprooch.
budget nan organizations deta plan of how wil
spend money dung a speed period me: Flog cur
det Cosel mi low st chem cr franc! un
business plan (1) à document dealing managements
Strategies, as well as expected expenses, revenes facing,
et The manages il ned 1 rondo Five-year ss ln
In order to pete bok bon.
AGR (Compound Annual Growth Rate) (a) à
‘mathematical format show anal eomnpounded lds va
serle averages: The CAGR so useful tts fr ang
ha compares of fern ses have performed the
some tie peros.
cash flow statement (n) a document ging deals of
money coming ino and going out ofa company daring à
Specived time period: The cosh fl slt shows da oor
some ae poping ur mes on me
“equity (0) te capital company has rm hares (as
‘pose to det) he suo ode mat wi flow mare
‘compares tase iy tad of es to ance mao
paces
financial statement (1) document showing th francia
postion of a business, ofen athe end ofeach quarer and
rar: The companys ote erg is francia! tement 6
mes dis quart
forecast (a) a description l expectations forthe fune
ase om Cure formation: to orto make acte
cos about conser demand for ie new poda, (+) o
Fra à sttement Jserbing expectations or e Se
Used on eurent formato: We acct growth of 35% o
ent yer
get one's house ln order pre) to improve the
Process and working of an enty or organization: We
‘ed get a he aac efor Ue gorrenetespectn
{com arms est mech
income statement (n) a document showing dea of
money eared and port during a parser period of tne:
The cae san shows net come yr o holy
ampare oat yea
laity (a) money a busines owes: The buns jie
inde ark eon ond tases,
‘one way or another (expres) à phrase used o say hat
¡Lona method does not werk atve wl be ed unl à
solution found: One ny ono, we hore to cale the
for Me Renn’ prestan byte endo the doy.
PAL (profit and ls) 1) se dein for
put pressure on (x plese) force someone to de
Something hove sever opr to ni, but my pen ba
been put pres a me o complet oe fst.
strategy (n) a pln for chen à goat We must ecto
ag fer duc company espe
SWOT analysis (a) à tam for examining a company as
focus on srenghe, meikesss opportune, and et
We wl cany ut à WO nas befor cent e et
fer er yer
top-down budgeting (1) developing» budge being
‘with upper management arca ga, whieh ar hen
ommuniated 1 department he 8 they erst te
‘epartmental budgets: The CEO ond CFO ave a suo sin
ofthe recon ey wot the company to mon, 5 ey une the
np dou Buds opproch
‘rend (nthe general way nv manchar or
‘Seveoping The return an sun fies show à past.
ad te phormoceutal ind.
Business + Chapter 3
23
Pas ale or can car even! The fms ssi clue See!
Page fc Bangs in the buses at of ei
balance sheet () a document summarting the over
franca postion oa business, offen athe end of each
(quarter and year The compar prermed wel los quote 5.
‘how by he balance sheet.
balanced scorecard (n) an ternal strategie management
system to eva performance rom ire perspectives
ing bth franc and operations! messe The
ited scan lowed our company ory eu von ond
‘totes nd thn onde demo actin fr eating fre
lan stores lors and mure efficent mao
ide process.
bottom lie 1) the naci pre showing companys
total prof or los educ derigpment cos ml ep o
none be companys bee ite,
bottom-up budgeting 1) developing a budget begering
vt department managers needs, nen consobdtng these
‘eed for fal review and approval y upper management:
The CEO beers thot undestondng Ue neds of ec
deparimen svi) so she es the bata dete
opprooch.
budget nan organizations deta plan of how wil
spend money dung a speed period me: Flog cur
det Cosel mi low st chem cr franc! un
business plan (1) à document dealing managements
Strategies, as well as expected expenses, revenes facing,
et The manages il ned 1 rondo Five-year ss ln
In order to pete bok bon.
AGR (Compound Annual Growth Rate) (a) à
‘mathematical format show anal eomnpounded lds va
serle averages: The CAGR so useful tts fr ang
ha compares of fern ses have performed the
some tie peros.
cash flow statement (n) a document ging deals of
money coming ino and going out ofa company daring à
Specived time period: The cosh fl slt shows da oor
some ae poping ur mes on me
“equity (0) te capital company has rm hares (as
‘pose to det) he suo ode mat wi flow mare
‘compares tase iy tad of es to ance mao
paces
financial statement (1) document showing th francia
postion of a business, ofen athe end ofeach quarer and
rar: The companys ote erg is francia! tement 6
mes dis quart
forecast (a) a description l expectations forthe fune
ase om Cure formation: to orto make acte
cos about conser demand for ie new poda, (+) o
Fra à sttement Jserbing expectations or e Se
Used on eurent formato: We acct growth of 35% o
ent yer
get one's house ln order pre) to improve the
Process and working of an enty or organization: We
‘ed get a he aac efor Ue gorrenetespectn
{com arms est mech
income statement (n) a document showing dea of
money eared and port during a parser period of tne:
The cae san shows net come yr o holy
ampare oat yea
laity (a) money a busines owes: The buns jie
inde ark eon ond tases,
‘one way or another (expres) à phrase used o say hat
¡Lona method does not werk atve wl be ed unl à
solution found: One ny ono, we hore to cale the
for Me Renn’ prestan byte endo the doy.
PAL (profit and ls) 1) se dein for
put pressure on (x plese) force someone to de
Something hove sever opr to ni, but my pen ba
been put pres a me o complet oe fst.
strategy (n) a pln for chen à goat We must ecto
ag fer duc company espe
SWOT analysis (a) à tam for examining a company as
focus on srenghe, meikesss opportune, and et
We wl cany ut à WO nas befor cent e et
fer er yer
top-down budgeting (1) developing» budge being
‘with upper management arca ga, whieh ar hen
ommuniated 1 department he 8 they erst te
‘epartmental budgets: The CEO ond CFO ave a suo sin
ofthe recon ey wot the company to mon, 5 ey une the
np dou Buds opproch
‘rend (nthe general way nv manchar or
‘Seveoping The return an sun fies show à past.
ad te phormoceutal ind.
Business + Chapter 3
23
ee D DET
MANAGING PERFORMANCE
Topics
Retention ofeene
Management eyes
Recruiting and promoting
Objectives
Discussing employee commitment
en
Descrbing performance evalurions
and
promotion practices
Sammarkzing hit
Expressions
from scratch; to take of to take
the plunges 1 jump out at
someone; to ge ut seeds
as tough act o falle
“What gets rewarded gets done
a welkknown business saying
$) AN UPCOMING PERFORMAN: LUATION
| Lens: just han ny performance eve
Mark: How di ic go! \
Le OR, quen. Wh at pou going ens om?
| Mark: New ck, Bat ou kno Lera hoc somthing ren cin elu hi fine
Lena: Really? Why?
Mark: és jas thar an opportunity ar a startup company has come my way, and ell lke the iden of £
| ein pt of bikingsomeching rom serch (o.
Lena: That ce a le o ccoo Whit fda tke of? You cod Gnd youl without |
aj no i nal
Marks know: Thera lo to conser before Hake the plunge dont chink be making any decisions
24
MANAGING PERFORMANCE
Topics
Retention ofeene
Management eyes
Recruiting and promoting
Objectives
Discussing employee commitment
en
Descrbing performance evalurions
and
promotion practices
Sammarkzing hit
Expressions
from scratch; to take of to take
the plunges 1 jump out at
someone; to ge ut seeds
as tough act o falle
“What gets rewarded gets done
a welkknown business saying
$) AN UPCOMING PERFORMAN: LUATION
| Lens: just han ny performance eve
Mark: How di ic go! \
Le OR, quen. Wh at pou going ens om?
| Mark: New ck, Bat ou kno Lera hoc somthing ren cin elu hi fine
Lena: Really? Why?
Mark: és jas thar an opportunity ar a startup company has come my way, and ell lke the iden of £
| ein pt of bikingsomeching rom serch (o.
Lena: That ce a le o ccoo Whit fda tke of? You cod Gnd youl without |
aj no i nal
Marks know: Thera lo to conser before Hake the plunge dont chink be making any decisions
24
cussing employee commitment
EB Assessing employee commitment
igh isk Thuy oye
33% | 24%
39%
Feel Trapped
Since Hino hs
er Inf
sr hong Comun ke Wipe. Th
1999 Emon esoo Kon Benchmark Sc
Srs Til Neo Saf
Templo Cannan
1g employee commitment
Tree
companies should strive for Committed
+ are fly engages in their jobs
+ cate about achieving good results — al
+ are selémorivating
+ motivate other by their example
+ generate ens for the company
+ welcome challenges
+ persevere in fica ines
+ ane “ambassadors” forthe company
+ make the company’s mision their own
Evaluating the cost of turnover
a
Busines 1 + Chapters
ployee commitment is something managers and
LC NOD, “Ghd
et Rn 20
employees —
I the time
“Turnover — the proces of losing employees and hiking
new ata wo replace them — can be cently result of ot
Bling commitment. While a cerain amount of turnover
ista he expect and is actual desir fr some
positions), ts cosines should mor be undeestinated
The cost of replacing employees has heen estimated at
twice their annual salary. This figure takes into account
‘of cours, the los of employes’ knowledge and skills
but ako manager time spent interviewing, work put
on hold while replacements are found, and lost contrats
Sune: Decent Dis Inert wer
25
EB Assessing employee commitment
igh isk Thuy oye
33% | 24%
39%
Feel Trapped
Since Hino hs
er Inf
sr hong Comun ke Wipe. Th
1999 Emon esoo Kon Benchmark Sc
Srs Til Neo Saf
Templo Cannan
1g employee commitment
Tree
companies should strive for Committed
+ are fly engages in their jobs
+ cate about achieving good results — al
+ are selémorivating
+ motivate other by their example
+ generate ens for the company
+ welcome challenges
+ persevere in fica ines
+ ane “ambassadors” forthe company
+ make the company’s mision their own
Evaluating the cost of turnover
a
Busines 1 + Chapters
ployee commitment is something managers and
LC NOD, “Ghd
et Rn 20
employees —
I the time
“Turnover — the proces of losing employees and hiking
new ata wo replace them — can be cently result of ot
Bling commitment. While a cerain amount of turnover
ista he expect and is actual desir fr some
positions), ts cosines should mor be undeestinated
The cost of replacing employees has heen estimated at
twice their annual salary. This figure takes into account
‘of cours, the los of employes’ knowledge and skills
but ako manager time spent interviewing, work put
on hold while replacements are found, and lost contrats
Sune: Decent Dis Inert wer
25
KE Considering retentio from the employees point-of-view
a EMPLOYEES STAY HN Burtovees co
+ pod relationship with supervisor + poor relationship with supervisor
+ job security + insecurity (og. new management)
+ job satisfaction (meaningful role + job lisrisfaciion (msufiiene or
and eesponsbilitie) Inappropriate responsibilities)
+ compatiitity (workload, + incompatibility (inability a jugado
corporate culture) ¿demande of work r )
+ sense of belonging + no sense of belonging
‘Ad fo Rein Ve! Epia Jona Wi and Tray Br, Havel Mag Men
LA Examining management styles
Y MANAGING DIRECT REPORTS
cant tl pr par mii met
26 Business! + Chapter 4
a EMPLOYEES STAY HN Burtovees co
+ pod relationship with supervisor + poor relationship with supervisor
+ job security + insecurity (og. new management)
+ job satisfaction (meaningful role + job lisrisfaciion (msufiiene or
and eesponsbilitie) Inappropriate responsibilities)
+ compatiitity (workload, + incompatibility (inability a jugado
corporate culture) ¿demande of work r )
+ sense of belonging + no sense of belonging
‘Ad fo Rein Ve! Epia Jona Wi and Tray Br, Havel Mag Men
LA Examining management styles
Y MANAGING DIRECT REPORTS
cant tl pr par mii met
26 Business! + Chapter 4
TDD Considering 360-degre feedback
Multrter or Os
provide input on employee performance
From several renpecttes A typical 360-
degre arcesment would nce yt fro
an employees supervisor, her pers hor
suboinntes and ponsbly her clients and/or
endors. The term 36D dere eer wo the
Tact that the fedback comes kom above,
below and eon person being rund
sssessment surveys Coteague
Some HR consulting firms recommend not
to use mulliraer assessments for perfor
mance review Rather hoy suggest chat
this cool be used as part of on-going
profesional development
& Gambi
Company Pı
Procter & Gamble sa manufacture of consumer goods, such as soaps and detergents, hlccare products,
‘toothpastes and snack foods. The company markets some 300 brands in over 160 countries. employs neatly
102000 people in approximately 80 countries.
E Examining P&G's recruiting and promotion practices
P&G people are our greatest asset." The company’ recruitment and
m. Procter & Gaule —
Accor to ls WA
promotion practices ls
«bo
+ recat from over 100 collegss and universities each year (nor jus the most prestigious schools)
ate this cl
+ recast divens mix of employees
+ typically promotes from within (virally all management hires.
1 senior positions come from
within che ogg
including the top-level executive pasicions)
+ uses a fourstage, Web-based seer
ox proces (1. application 2. questionnaire 3. est 4. interview)
+ offers on-the-job, formal classroom and Web-based training programs
+ hires over 500 items a year
+ provides performance fecdback twice during summer internships
7 Companies mus id away oho wh hi a (emp) re
LL EAL D rer es ileal ct
{ha Top! csi meh a hy
Ph, Pa CEO of Lins na prt rind icon ne
hina bc sos
Business » Chapter 2
Multrter or Os
provide input on employee performance
From several renpecttes A typical 360-
degre arcesment would nce yt fro
an employees supervisor, her pers hor
suboinntes and ponsbly her clients and/or
endors. The term 36D dere eer wo the
Tact that the fedback comes kom above,
below and eon person being rund
sssessment surveys Coteague
Some HR consulting firms recommend not
to use mulliraer assessments for perfor
mance review Rather hoy suggest chat
this cool be used as part of on-going
profesional development
& Gambi
Company Pı
Procter & Gamble sa manufacture of consumer goods, such as soaps and detergents, hlccare products,
‘toothpastes and snack foods. The company markets some 300 brands in over 160 countries. employs neatly
102000 people in approximately 80 countries.
E Examining P&G's recruiting and promotion practices
P&G people are our greatest asset." The company’ recruitment and
m. Procter & Gaule —
Accor to ls WA
promotion practices ls
«bo
+ recat from over 100 collegss and universities each year (nor jus the most prestigious schools)
ate this cl
+ recast divens mix of employees
+ typically promotes from within (virally all management hires.
1 senior positions come from
within che ogg
including the top-level executive pasicions)
+ uses a fourstage, Web-based seer
ox proces (1. application 2. questionnaire 3. est 4. interview)
+ offers on-the-job, formal classroom and Web-based training programs
+ hires over 500 items a year
+ provides performance fecdback twice during summer internships
7 Companies mus id away oho wh hi a (emp) re
LL EAL D rer es ileal ct
{ha Top! csi meh a hy
Ph, Pa CEO of Lins na prt rind icon ne
hina bc sos
Business » Chapter 2
ED À A day in the life of an HR director (Part 1)
‘Why des Joe Murray cll Kelly Lans? li product
1
2. What might che company have done to keep Rich Tobin?
3
Do ur agree with Jocs advice for Julie Choi?
DD 4 dy
You recently hired a Senior Recruiter who is doing very well. Unfon
of the following
in the life ofan HR director (Part 2)
nately, you've jus been old one
3) a budget reduction requires you to reduce staffing costs starting with the most recently hired
freeze has just been announced and there isnt enough work for the Senior Receiter
+) the new Senior Recruiter has unexpected family obligations
the company needs a fullime p
har will prevent in or her fom
nom this positon
‘What will you do? Can yow find a creative solution?
EE What nor to say in an inte
As par of survey on sceriting and conducting job interviews, several business executives were
asked to share unusual things they had scen and heard when conducting job interviews, Here ate
some ofthe responses —
"THINGS avenir
THINGS INTERVIEWEES HAVE DONE:
Te may sem from my resume bat my + Candidate stretched nt un he Moor
a jb hopper but want you know Ro it the job application.
Hau Be ns okay ih + Candidate arrange for a isa be
delivered during the interview
ye relly want the job, but the
‘unemployment office wants proof that
Tim looking for one,
+ During the interview,
from within
a alarm clock went
candidate bien
He took our the clock; shut of apologized
= Whar job am I applying for anyway and said he had to leave for another interview
28 Business + Chapter 4
‘Why des Joe Murray cll Kelly Lans? li product
1
2. What might che company have done to keep Rich Tobin?
3
Do ur agree with Jocs advice for Julie Choi?
DD 4 dy
You recently hired a Senior Recruiter who is doing very well. Unfon
of the following
in the life ofan HR director (Part 2)
nately, you've jus been old one
3) a budget reduction requires you to reduce staffing costs starting with the most recently hired
freeze has just been announced and there isnt enough work for the Senior Receiter
+) the new Senior Recruiter has unexpected family obligations
the company needs a fullime p
har will prevent in or her fom
nom this positon
‘What will you do? Can yow find a creative solution?
EE What nor to say in an inte
As par of survey on sceriting and conducting job interviews, several business executives were
asked to share unusual things they had scen and heard when conducting job interviews, Here ate
some ofthe responses —
"THINGS avenir
THINGS INTERVIEWEES HAVE DONE:
Te may sem from my resume bat my + Candidate stretched nt un he Moor
a jb hopper but want you know Ro it the job application.
Hau Be ns okay ih + Candidate arrange for a isa be
delivered during the interview
ye relly want the job, but the
‘unemployment office wants proof that
Tim looking for one,
+ During the interview,
from within
a alarm clock went
candidate bien
He took our the clock; shut of apologized
= Whar job am I applying for anyway and said he had to leave for another interview
28 Business + Chapter 4
Now you can.
EB Discuss employee commitment [El Explain employee retention issues
ne D
comico
a jtm to their
jobs are
voies in
US?
How about
workers in
Argentina?
Why do employees stay ata company?
Why do they leave?
I Summarize
practices
ing and promotion
How docs your company practices compare
How does your company handle
performance assesment?
Diese + Chapter 4 29
EB Discuss employee commitment [El Explain employee retention issues
ne D
comico
a jtm to their
jobs are
voies in
US?
How about
workers in
Argentina?
Why do employees stay ata company?
Why do they leave?
I Summarize
practices
ing and promotion
How docs your company practices compare
How does your company handle
performance assesment?
Diese + Chapter 4 29
SPOTLIGHT Be
21% of small Hidnesses Seel
raises during the first quarter,
despite the recession. _.... sumer
Positive Feedback.
6
Is Not About the Money
21% of small Hidnesses Seel
raises during the first quarter,
despite the recession. _.... sumer
Positive Feedback.
6
Is Not About the Money
act in) tough ~ to flo] performance: No ane no
<epartment wane to pp fo ah poston fer he ef the
compar He's tough flow; m ne ft qual ofl
es.
commitment nan expression ol song tenon to do
Seeding or beave na certain manner: Ou frm bs made
© Gammien oben by festering cect In emplee.
compatible (2) the aby to work o We together in
armen: Th new emplee fc oh ee of company
vo de vols ond goa of sfm.
corporate culture (x) the ideas, attudes and bells
shared an organization: Pacing top per an tomes
rico ond stone ey vol in he parte cle of
eu egoizaon.
direct report (a) we person a manager supenies and
response or The rect of the fone departments wel
own fr hoping is diet eps med nd proc.
from seateh (espeso) o make or create something
hour ng anyhng tht was preouly prepared or
‘developed: Bi Gate nd od Alen but aer empire
fom scat
Bet up to speed (prose) 1 workin order to reach the
appropriate or necessary level of knowledge to perform ina
pb: The new wee gaLu 1 ned in Pre wees, wich
Pa the tne ely tks ex ew emplyes tam the
ssh oft parda potion.
human resources (HR) department (1) the deparment |
inamorginanion focused on managing tring and
porta employees: Pez col HE for quests concen
me ere.
Intern (n) someone. ypcalya student, who works in a job.
fora short um to gan profesional experience: Because
sume ou peak Season, we ply he lee ts
ha hand he erased sas sou
jump out at (x phos) whan somethings more noticeable
than everyting ee and I impossible to re: The ed
‘mele mp. me fon ameng the wht encopes
led em te desk
mission 1) purpose: goa: Ou mas 1 pride exelent
sic a on afordble pice.
motivate (x) o encourage or provide reason 0 do
Something: The adore! ong and reses wee proving |
‘al mata employees o work more fiery
neverending (ed) seen connues, without ed: My
‘rok std — o mater wht me str and fh
ach dy, er à durs play d de ent dy
performance assessment / evaluation | review (x
as) a mag between an employe and superior o
‘Seuss work ests goals. nd ture pln forte
«employees poston: The puormors evi roces as bs
‘sed so Dot employees on aw o bul the access
(nd examine the om.
persevere (x) to conte min o do something even
‘ough tis atenga o ce: Tom pens # hs fs
10 imp hs pefrmonce een ug porto wor ot
upper.
raise (+) gue poste feedback gas ny employees
Ihn ey do exelent work so Uy knw te yore
pecto ond ved.
promotion (na move 10 à beter job With is rum,
Bi gro rae and inne responses.
recruit (1) 10 scck and amp o race candidates or
employment. We st be best ners nthe crea erry
yer ect ew gruas
sense of belonging (expresso) à eg of being
connected to aná par ofa group: Orentton sesos hve
been designed 1 hop now employes quel elo eme of
Elogio te compen.
shortcoming na westress ul or ci He bared is
barons sa slspersn wih is sven as 0 pect in
the nda,
staffing () om staff () to provide he employees of an
rgarizaton: The company expt to cease sig by 10%
the ea
subordinate (n) 2 peron in lower potion and with ese
Shorty an another in an organ: The in|
(Manag: espana for over nea oy abate
tae of (iros) suddenly become success The no
Irene compny ik of co ate see nis abr
opprrcd inthe mejor newspapers.
take the plunge (x phase) 1 make a decision o do
senting ri fredy decided o oh plage and sor
jon bases.
top-notch fi) every bes: We ae prepared 0 pay tp
los fer atte
trap (x) to catch o holdin an unpleasant tai wth no
sy escape: Loy el pedi ré She wanted» out
long te go bo he ha had oc ing anar,
turnover (}a iure or ao hat represents worker
replacements over a given period of tne: Due o U ong
airs the low oy. ond dit working condi e
main Bat wes very na
Business 1 © Chapter 4
31
<epartment wane to pp fo ah poston fer he ef the
compar He's tough flow; m ne ft qual ofl
es.
commitment nan expression ol song tenon to do
Seeding or beave na certain manner: Ou frm bs made
© Gammien oben by festering cect In emplee.
compatible (2) the aby to work o We together in
armen: Th new emplee fc oh ee of company
vo de vols ond goa of sfm.
corporate culture (x) the ideas, attudes and bells
shared an organization: Pacing top per an tomes
rico ond stone ey vol in he parte cle of
eu egoizaon.
direct report (a) we person a manager supenies and
response or The rect of the fone departments wel
own fr hoping is diet eps med nd proc.
from seateh (espeso) o make or create something
hour ng anyhng tht was preouly prepared or
‘developed: Bi Gate nd od Alen but aer empire
fom scat
Bet up to speed (prose) 1 workin order to reach the
appropriate or necessary level of knowledge to perform ina
pb: The new wee gaLu 1 ned in Pre wees, wich
Pa the tne ely tks ex ew emplyes tam the
ssh oft parda potion.
human resources (HR) department (1) the deparment |
inamorginanion focused on managing tring and
porta employees: Pez col HE for quests concen
me ere.
Intern (n) someone. ypcalya student, who works in a job.
fora short um to gan profesional experience: Because
sume ou peak Season, we ply he lee ts
ha hand he erased sas sou
jump out at (x phos) whan somethings more noticeable
than everyting ee and I impossible to re: The ed
‘mele mp. me fon ameng the wht encopes
led em te desk
mission 1) purpose: goa: Ou mas 1 pride exelent
sic a on afordble pice.
motivate (x) o encourage or provide reason 0 do
Something: The adore! ong and reses wee proving |
‘al mata employees o work more fiery
neverending (ed) seen connues, without ed: My
‘rok std — o mater wht me str and fh
ach dy, er à durs play d de ent dy
performance assessment / evaluation | review (x
as) a mag between an employe and superior o
‘Seuss work ests goals. nd ture pln forte
«employees poston: The puormors evi roces as bs
‘sed so Dot employees on aw o bul the access
(nd examine the om.
persevere (x) to conte min o do something even
‘ough tis atenga o ce: Tom pens # hs fs
10 imp hs pefrmonce een ug porto wor ot
upper.
raise (+) gue poste feedback gas ny employees
Ihn ey do exelent work so Uy knw te yore
pecto ond ved.
promotion (na move 10 à beter job With is rum,
Bi gro rae and inne responses.
recruit (1) 10 scck and amp o race candidates or
employment. We st be best ners nthe crea erry
yer ect ew gruas
sense of belonging (expresso) à eg of being
connected to aná par ofa group: Orentton sesos hve
been designed 1 hop now employes quel elo eme of
Elogio te compen.
shortcoming na westress ul or ci He bared is
barons sa slspersn wih is sven as 0 pect in
the nda,
staffing () om staff () to provide he employees of an
rgarizaton: The company expt to cease sig by 10%
the ea
subordinate (n) 2 peron in lower potion and with ese
Shorty an another in an organ: The in|
(Manag: espana for over nea oy abate
tae of (iros) suddenly become success The no
Irene compny ik of co ate see nis abr
opprrcd inthe mejor newspapers.
take the plunge (x phase) 1 make a decision o do
senting ri fredy decided o oh plage and sor
jon bases.
top-notch fi) every bes: We ae prepared 0 pay tp
los fer atte
trap (x) to catch o holdin an unpleasant tai wth no
sy escape: Loy el pedi ré She wanted» out
long te go bo he ha had oc ing anar,
turnover (}a iure or ao hat represents worker
replacements over a given period of tne: Due o U ong
airs the low oy. ond dit working condi e
main Bat wes very na
Business 1 © Chapter 4
31
BUILDING CUSTOMER LOYALTY
Expressions
on board; you mame 0 ol up
one’s seves; to pull something
offs guess again; to be going
places: in a nutshell
There is only one boss:
Sam Walton, founder of Wal-Mart
II @ CUSTOMER SERVICE STARTS AT THE TOP
se Hoare atthe ck of
sr that Fin 0
lverviewer: Do you peak with many
Stephenson: actual speak 4 fH ket find out how m
orchk ill of comments,
Expressions
on board; you mame 0 ol up
one’s seves; to pull something
offs guess again; to be going
places: in a nutshell
There is only one boss:
Sam Walton, founder of Wal-Mart
II @ CUSTOMER SERVICE STARTS AT THE TOP
se Hoare atthe ck of
sr that Fin 0
lverviewer: Do you peak with many
Stephenson: actual speak 4 fH ket find out how m
orchk ill of comments,
Describing the service profit chain
Undentandine the inks in the sevice
statis for lasting competitive ad
loin can help a company develop
PONT
The service-profit chain describes the relationships between employos satisfction, customer loyal
and pratt.
1. Profit amd growth ae simulated by customer loyal.
2. Loyalty is diver result of customer satisfaction,
arsfcrion is largely influence bythe value of services provided ro customer.
3
4. Ve s created by satin, loyal, and productive esployees
5.
Employee srsfction results from high-quality support services and policies that enable employees
10 deliver ses o their customer.
Sue James He "Puig Sem
habs Work, Ho
EBB Analyzing the value of a customer
Customer come and customers. When they go, so do a company fong-term prospects or growth ad
profitability. The char below demonstrates th value of ome customer toa company over avec pera
Year 1s Customer makes
arche. Acquisition
Soc urweich eves
= Bessere 0) cl
somme prie Rew om nem gods A serves o sn sm 250 300
ee Fes CERN m
Sr tt Geared re “m mm m
Pi Bee ae
Year 4: Customer makes ON N rept oi 7
a : =a
purchases. se + 1 3
Binines 1 + Chapters 3
Undentandine the inks in the sevice
statis for lasting competitive ad
loin can help a company develop
PONT
The service-profit chain describes the relationships between employos satisfction, customer loyal
and pratt.
1. Profit amd growth ae simulated by customer loyal.
2. Loyalty is diver result of customer satisfaction,
arsfcrion is largely influence bythe value of services provided ro customer.
3
4. Ve s created by satin, loyal, and productive esployees
5.
Employee srsfction results from high-quality support services and policies that enable employees
10 deliver ses o their customer.
Sue James He "Puig Sem
habs Work, Ho
EBB Analyzing the value of a customer
Customer come and customers. When they go, so do a company fong-term prospects or growth ad
profitability. The char below demonstrates th value of ome customer toa company over avec pera
Year 1s Customer makes
arche. Acquisition
Soc urweich eves
= Bessere 0) cl
somme prie Rew om nem gods A serves o sn sm 250 300
ee Fes CERN m
Sr tt Geared re “m mm m
Pi Bee ae
Year 4: Customer makes ON N rept oi 7
a : =a
purchases. se + 1 3
Binines 1 + Chapters 3
EI iving customer service into the big picture
What differentiates,
feet er on tl sina
compet bei ernannt?
ce? Ges ag. May fe opt
wots bes ad gen Dale tt
ey artes mig stones
tope ses à te save
‘hoy commend cp ig at
‘ees fer onan ana
‘ev 5 testing ener.
Al emplee ~ recents, at
tee of ee en
nse sano: à ten
witha pole, e cane
tan mole Ac
SPONSE Oho med none Sr
{othe stone Sei spre
RUSONS 12 Fm oy, a
Li guy opus rc o eto See
‘raed cl epi. teen y 30
Emplea des not of se Ser te
tort eae Inthe tn tp en
peri
some at nes conan te
Get ane leds o ate cut
loa Ar same ja? That a 1 res
HEN Talking about corporate culture
Corporate culture refers o a company’s value, attitudes,
and atmosphere. I is efec! in how employees 4
ich other and
According o ts corporate policy Japan
Airlines has made a commitment
(1) to pure he worlds op «uy in
airline safety and reliabiliey
(2) to maximize corporate value for
returns to all shore
(3) to improve service from the
(9 10 be good corporate cien,
with ransparency in business
and by contributing to society
(5) o ehh a comport climate
sed on ability and challenge
34
tae sf, ig manages, as wel as
‘hoe pur Fame. I re for hi
sevice eration” mar begin ih at the on.
ration eal ata get since,
aient ansehen enteo
ln. a te cet is are
as me mite amant my otero,
pe aint
one ety ar ne
toner Sais customer eds to atome
adequate comes
cone cre
prie
sty of an
Yan eee
How does your organization stack up?
What differentiates,
feet er on tl sina
compet bei ernannt?
ce? Ges ag. May fe opt
wots bes ad gen Dale tt
ey artes mig stones
tope ses à te save
‘hoy commend cp ig at
‘ees fer onan ana
‘ev 5 testing ener.
Al emplee ~ recents, at
tee of ee en
nse sano: à ten
witha pole, e cane
tan mole Ac
SPONSE Oho med none Sr
{othe stone Sei spre
RUSONS 12 Fm oy, a
Li guy opus rc o eto See
‘raed cl epi. teen y 30
Emplea des not of se Ser te
tort eae Inthe tn tp en
peri
some at nes conan te
Get ane leds o ate cut
loa Ar same ja? That a 1 res
HEN Talking about corporate culture
Corporate culture refers o a company’s value, attitudes,
and atmosphere. I is efec! in how employees 4
ich other and
According o ts corporate policy Japan
Airlines has made a commitment
(1) to pure he worlds op «uy in
airline safety and reliabiliey
(2) to maximize corporate value for
returns to all shore
(3) to improve service from the
(9 10 be good corporate cien,
with ransparency in business
and by contributing to society
(5) o ehh a comport climate
sed on ability and challenge
34
tae sf, ig manages, as wel as
‘hoe pur Fame. I re for hi
sevice eration” mar begin ih at the on.
ration eal ata get since,
aient ansehen enteo
ln. a te cet is are
as me mite amant my otero,
pe aint
one ety ar ne
toner Sais customer eds to atome
adequate comes
cone cre
prie
sty of an
Yan eee
How does your organization stack up?
> Tom Peters, management gura and co-author of I Search of Excellence,
À hi hat mer pers src cr o ig, rt,
tina eatin ehe day and ttl ma terme
Pere all there a
à Ten Paced in Dove Koo Yor Serbs OM See,
MA © Describing airline service
1920
Customer A Customer B Customer CuntomerD Customer E
tt +4 44 4+ ++
Stating what you value in airlines
ACE | customer survey
AIR
1 reque dessus {end courteous employees
{ Jowtimeservce {excelent mens
{Jeep mons {Pgh quay night eneräinment
1 How fares 1 Velen baggne handing
Ese 1 rompt aten o problems
EE The five components of the service process
“The customer service process can be b
in determining che quality ofthe
roken down into five component pars, cach highly influential
ce provado
Dependability — che service provider does what wows promised
Responsiveness — the service was provided in a timely mar
Assurance — the service provider insped the customers confidence and erst
Empathy — the service provider was ale 10 see the situation from the customers perspective
fence — there is proof that a service has been provided
ru
pe 0 Vo Com lard Manag cer
Business 1 + Chapter 35
À hi hat mer pers src cr o ig, rt,
tina eatin ehe day and ttl ma terme
Pere all there a
à Ten Paced in Dove Koo Yor Serbs OM See,
MA © Describing airline service
1920
Customer A Customer B Customer CuntomerD Customer E
tt +4 44 4+ ++
Stating what you value in airlines
ACE | customer survey
AIR
1 reque dessus {end courteous employees
{ Jowtimeservce {excelent mens
{Jeep mons {Pgh quay night eneräinment
1 How fares 1 Velen baggne handing
Ese 1 rompt aten o problems
EE The five components of the service process
“The customer service process can be b
in determining che quality ofthe
roken down into five component pars, cach highly influential
ce provado
Dependability — che service provider does what wows promised
Responsiveness — the service was provided in a timely mar
Assurance — the service provider insped the customers confidence and erst
Empathy — the service provider was ale 10 see the situation from the customers perspective
fence — there is proof that a service has been provided
ru
pe 0 Vo Com lard Manag cer
Business 1 + Chapter 35
EX Is no longer good enough to be good!
HB The ten commanc
36
lí the customer is ing, asthe saying goes, goad service issuely not enough. Royalty demands exceptional
service. Many companies agree and have hegun to look for ways o go beyond simply meeting a customers
expectations — they'e seeking to delight customers
Author Chris Day has proposed the OK + 1 = Won! formula for moving beyond costomersarifaciión
to customer delight. u his model, service reps take care of business then add a Ile something extra
> + 1 more smile
> + L additional item
+ 1 more personal contact
> + 1 more minute of your time
>
1 more sign of thoughtfulness
> + 1 check 10 make sure that everything is OK
+ 1 follow-up call 10 ensure the product is working
Save Ch uf, Once a Castor, Ala Cons
ak Te res, Smal, IL The customer is in.
ae"
The cornerstone of service — courtesy
Delivering oustanding service requires employees to pur forth the very est in themselves. What cli
‘expect from service reps nor so diferen fom what they expect fa
friends, and family In hot, the best parts fuman interaction:
respect = = m = Coté you et sc tomorrow?
er mE
their colleagues, acquain
+ patience
+ honesty
+ understanding
ments of customer service
1. THOU SHALT BE COURTEOUS, Vi, THOU SHALT BE TEAM PLAYER,
Tl, Thou SHAUT LISTE
Vil, THOU SHALT BE ENTHUSIASTIC)
IN. THou sHaur CARS, Vill, THOU SHAUT KNOW THY PRODUCT,
IV, THOU SHAUT TAKE RESPONSIBILITY, LL IX, THOU SHAUT OFFER SOLUTIONS, 2
V THOU SHALT AE CONFIDENT AND | X THOU SHALT RE PROFESSIONAL IN
INSPIRE CONFIDENCE, BANNER AND APPEARANCE,
The Ton Commande Efes Casier Se” by Rk D
animes + Chapter 5
HB The ten commanc
36
lí the customer is ing, asthe saying goes, goad service issuely not enough. Royalty demands exceptional
service. Many companies agree and have hegun to look for ways o go beyond simply meeting a customers
expectations — they'e seeking to delight customers
Author Chris Day has proposed the OK + 1 = Won! formula for moving beyond costomersarifaciión
to customer delight. u his model, service reps take care of business then add a Ile something extra
> + 1 more smile
> + L additional item
+ 1 more personal contact
> + 1 more minute of your time
>
1 more sign of thoughtfulness
> + 1 check 10 make sure that everything is OK
+ 1 follow-up call 10 ensure the product is working
Save Ch uf, Once a Castor, Ala Cons
ak Te res, Smal, IL The customer is in.
ae"
The cornerstone of service — courtesy
Delivering oustanding service requires employees to pur forth the very est in themselves. What cli
‘expect from service reps nor so diferen fom what they expect fa
friends, and family In hot, the best parts fuman interaction:
respect = = m = Coté you et sc tomorrow?
er mE
their colleagues, acquain
+ patience
+ honesty
+ understanding
ments of customer service
1. THOU SHALT BE COURTEOUS, Vi, THOU SHALT BE TEAM PLAYER,
Tl, Thou SHAUT LISTE
Vil, THOU SHALT BE ENTHUSIASTIC)
IN. THou sHaur CARS, Vill, THOU SHAUT KNOW THY PRODUCT,
IV, THOU SHAUT TAKE RESPONSIBILITY, LL IX, THOU SHAUT OFFER SOLUTIONS, 2
V THOU SHALT AE CONFIDENT AND | X THOU SHALT RE PROFESSIONAL IN
INSPIRE CONFIDENCE, BANNER AND APPEARANCE,
The Ton Commande Efes Casier Se” by Rk D
animes + Chapter 5
Now you can...
BY Describe the servi
4
A
Can you describe the relationships etwcen employee satishetion, customer loyalty, and profitability
BBV Analyze customer value LA Talk about corporate culture
!
m | D
A el ee
: ‘Glow da putter cime nn How would you describe the corporate
cultu where you work?
DI Comment on service delivery
RQ
‘What did you think of that airline’ service?
Bininss 1 + Chapter 5 3
BY Describe the servi
4
A
Can you describe the relationships etwcen employee satishetion, customer loyalty, and profitability
BBV Analyze customer value LA Talk about corporate culture
!
m | D
A el ee
: ‘Glow da putter cime nn How would you describe the corporate
cultu where you work?
DI Comment on service delivery
RQ
‘What did you think of that airline’ service?
Bininss 1 + Chapter 5 3
|
|
The Face of
Your Business
If you want to manage
customer relationships,
invest in your people,
not in software.
few mans go, my wile and planed o
Virgin Alan vo London, rte ane meh
up ou reservation. When I led og cd,
1 waited, ad waited, ad waited some mor or
someone ansve.| Finally gor a digue employee who
pot men hold fr 3 while and chen icone me,
‘We lw Bh Aia
My experience should suse anyon. Tew Chacal
"rss sre spring found car 46 percent of consumos
ad simpy walked on fa sor during the prceing yar
afer encountering bad sevice: B pent bed la ste
were tng come on hiring, oran in a, med
out ke che problem wth Virgin which reduced is
serien wafafen 9/1 and hr dd ave enough
usted people who busines came bck,
es anyone bss mind id that come see
dera cen as companies ae investing ev in
csstomer sion manasmcit sofware, he technology
shat tas customer ev and lr making ore
according? AMR Reseach pos tht ome 34 percent ol
‘clog manages plan ove in CRM sofocar tis
yea ARC Also Group sims tha compank wi
spend nu 38 blo am ch brea 2001 and 205
Maybe companies are spending on he wong thing
Before you can manage reins, you st need o
ld. And reins are bie ls by fancy da
mining chan by what happens co customers when they
sexy make contact withthe onganiaion, Cal Southwest
Anes, and instead of ging a “menu of option.” ou
talk xo tea person who call sans spy o sel on a
ck. Southwest di yo pple fl, o they can
really serve dhe customer (What 3 noel idea Yer ago
Jan Carn led a exhale urnamund of SAS, the
Seandinaian ating, based on the clemency obran
«hac ewomen felis abou company come fom th
mid mal iteration they have with it — checking in.
‘boarding che plane, geting served dl and mel and so
forth company doen ge het experiences ihr,
bing ie men.
These interactions are sil, even in the Ieee ge
conduct by — drum les — people Tats why
succes onanizaions in nds ike ats, hospital,
eilig, and financial scrvcs take cat hir people who
iin a senc. cule. Thy rin chem and cu
‘hem well o thei sy The bes companies hd cults
in which front inc people ar empowsred wo do whats
cds take cate ofthe atom.
If companies fel the urge to buy eusomer serve
sofware, pshaps bey ough 1 spend on he Bin ha rl
them abou tee prespectve employes, Hunt, Kener
and Unix ole programs that hae pd companies sich
2 Blockbuster, Target and Brin deni applicans best
suited for eve jobs. Hing ight cs he cost of
‘enone even as it enhances the comer’ experience
Retales lk about eb ral 3 fet” — the distance
Inn the somera the seite — asthe most
rl piece real esten oomer ration. aga in
bi pa that he bare for sna nd promt wal be wo.
or Sod Uni nd fh
|
i
i
38
Business + Chapter
|
The Face of
Your Business
If you want to manage
customer relationships,
invest in your people,
not in software.
few mans go, my wile and planed o
Virgin Alan vo London, rte ane meh
up ou reservation. When I led og cd,
1 waited, ad waited, ad waited some mor or
someone ansve.| Finally gor a digue employee who
pot men hold fr 3 while and chen icone me,
‘We lw Bh Aia
My experience should suse anyon. Tew Chacal
"rss sre spring found car 46 percent of consumos
ad simpy walked on fa sor during the prceing yar
afer encountering bad sevice: B pent bed la ste
were tng come on hiring, oran in a, med
out ke che problem wth Virgin which reduced is
serien wafafen 9/1 and hr dd ave enough
usted people who busines came bck,
es anyone bss mind id that come see
dera cen as companies ae investing ev in
csstomer sion manasmcit sofware, he technology
shat tas customer ev and lr making ore
according? AMR Reseach pos tht ome 34 percent ol
‘clog manages plan ove in CRM sofocar tis
yea ARC Also Group sims tha compank wi
spend nu 38 blo am ch brea 2001 and 205
Maybe companies are spending on he wong thing
Before you can manage reins, you st need o
ld. And reins are bie ls by fancy da
mining chan by what happens co customers when they
sexy make contact withthe onganiaion, Cal Southwest
Anes, and instead of ging a “menu of option.” ou
talk xo tea person who call sans spy o sel on a
ck. Southwest di yo pple fl, o they can
really serve dhe customer (What 3 noel idea Yer ago
Jan Carn led a exhale urnamund of SAS, the
Seandinaian ating, based on the clemency obran
«hac ewomen felis abou company come fom th
mid mal iteration they have with it — checking in.
‘boarding che plane, geting served dl and mel and so
forth company doen ge het experiences ihr,
bing ie men.
These interactions are sil, even in the Ieee ge
conduct by — drum les — people Tats why
succes onanizaions in nds ike ats, hospital,
eilig, and financial scrvcs take cat hir people who
iin a senc. cule. Thy rin chem and cu
‘hem well o thei sy The bes companies hd cults
in which front inc people ar empowsred wo do whats
cds take cate ofthe atom.
If companies fel the urge to buy eusomer serve
sofware, pshaps bey ough 1 spend on he Bin ha rl
them abou tee prespectve employes, Hunt, Kener
and Unix ole programs that hae pd companies sich
2 Blockbuster, Target and Brin deni applicans best
suited for eve jobs. Hing ight cs he cost of
‘enone even as it enhances the comer’ experience
Retales lk about eb ral 3 fet” — the distance
Inn the somera the seite — asthe most
rl piece real esten oomer ration. aga in
bi pa that he bare for sna nd promt wal be wo.
or Sod Uni nd fh
|
i
i
38
Business + Chapter
acquisition (n) fom acquire (10 come ino possession
Or ownership of t get Weed su tomer aca
{oss nd money spent on esearch ond deropmen,
reg, and spec erent.
attitude m) the opinions, fags and thoughts à person
has abou someting: rend tesa bs such a negate
de ese re shai’ be working customer
Serie deere.
competitive advantage (pios) someting a slows
company tobe more socesl na partir area thn ts
compediors: Ou exes 1 equal, not meters
‘reser ges us competi der: rer or companies
neo inn
‘competitor (1) fom compete (+) 0 uyto outdo 2
Person. produ ora company fr customers, markt.
Share and, imately pre Or company kn o wos
to improve csomer yay ond découpe tome’ fm
Bing proc fom ou competa
‘complaint () a statement in which someone sates
“anvoyarc, sata, or unhappiness abou something
Customer complaos deceased desmatcoy afer me RARE |
mad deck n tetes.
‘customer satisfaction 1) the postive feng experienced |
By usıcmes wi rear ox produto service when ey
‘receive wht they want ee nee Ltn Inc. esis aser
‘ait rely end sus e dt vey carly an
‘ft find way ee cata
customer service (1) the proces tht occurs when a
company suppers customers by provid information,
since, and responses to questions and complants cn
Is products or series When compe pods oe ee,
ery always by fon the compo with the beter sr
sence ecard.
customer service orientation {a aude hat
places customer sence and ataco at hg prion:
The psoe seco oe ot NexTe Ene bes ot
the tp and oes lth way down tte feelin emplee.
tomes sonic st copony’s eater fas.
follow up (+) o provide more inormaon or ind out
more about someting as my sf lop wh cach
tomer sx mets fer the puchses to ee how hoppy they |
‘re th ou prods ard far re ning we con
fa dem.
guess again (express) pls ta on first assumption
as nat correcta responses requested Ya een wih
the company fr mor han ten yas haven’ you? — No, et
ven cie. Gus: 2820
ina nutshell (expres) in very bit form: à few words:
Here's what we won ina ul see werk das eter
ar and moe vocatan une
on board (pepsin poe) on a alae. hip boat
ec: Because the moe sup of the sip was ur
verre on bord po sick
profit (n) the state or degree of Ananda sucess
10 business ac: Our pray rose domaticaty
wih De tdi of seo cost menes ar
the post yor.
pl [orig] of irse) 10 suce in doing
Something changing oF dicte Somehow, ypu ao
ofl eo when eee ee nc icy repre
pican ses.
reliably (a) the quay of being dependable, trustworthy
‘or accra: Te clio the Honda hos made a ye!
“itor of a Sell. He has owned ser, and ech has
Peed a wee et a ft ey ane
repeat business) when à customer or ent res
10 parlar company to purchase ado products
‘ot Serces: Our research hos shown our pied tomar
nn eg to mer ep is y many of ou
ro up ones sleeves (phos) to reparto do dit
work We hae ot of resect fo te manager fur
depor: becas he's lg 1 up hs Hee and
Ind o hn wee sui o meto di,
serviceproft chain (1) te relationship between
employee satan, cstomer loyal, and proftabiy.
Each of te Ins of te sce cain cca
ering rie grow and profit
to be going places (pos) o be moving toward
rene sucess in à protesto, el, or ind: Wah
os god Busines sr, hs fey person, ond Ne good
Ils everyone pres that Leste un lc
viewpoint a customer's (a) wit customers thik
or bave: When we examine or sec succes nd
Fares we conser each fom Ue customers ande
sevice eps espn
you name e (expec) sgae ar anything one cn
thnk to ada would be posse for incon: os cn id
‘vr ind of etic end ae wold Ne York y —
rame, re 2 restowant tht serve
animes 1 + Chapter 5
39
Or ownership of t get Weed su tomer aca
{oss nd money spent on esearch ond deropmen,
reg, and spec erent.
attitude m) the opinions, fags and thoughts à person
has abou someting: rend tesa bs such a negate
de ese re shai’ be working customer
Serie deere.
competitive advantage (pios) someting a slows
company tobe more socesl na partir area thn ts
compediors: Ou exes 1 equal, not meters
‘reser ges us competi der: rer or companies
neo inn
‘competitor (1) fom compete (+) 0 uyto outdo 2
Person. produ ora company fr customers, markt.
Share and, imately pre Or company kn o wos
to improve csomer yay ond découpe tome’ fm
Bing proc fom ou competa
‘complaint () a statement in which someone sates
“anvoyarc, sata, or unhappiness abou something
Customer complaos deceased desmatcoy afer me RARE |
mad deck n tetes.
‘customer satisfaction 1) the postive feng experienced |
By usıcmes wi rear ox produto service when ey
‘receive wht they want ee nee Ltn Inc. esis aser
‘ait rely end sus e dt vey carly an
‘ft find way ee cata
customer service (1) the proces tht occurs when a
company suppers customers by provid information,
since, and responses to questions and complants cn
Is products or series When compe pods oe ee,
ery always by fon the compo with the beter sr
sence ecard.
customer service orientation {a aude hat
places customer sence and ataco at hg prion:
The psoe seco oe ot NexTe Ene bes ot
the tp and oes lth way down tte feelin emplee.
tomes sonic st copony’s eater fas.
follow up (+) o provide more inormaon or ind out
more about someting as my sf lop wh cach
tomer sx mets fer the puchses to ee how hoppy they |
‘re th ou prods ard far re ning we con
fa dem.
guess again (express) pls ta on first assumption
as nat correcta responses requested Ya een wih
the company fr mor han ten yas haven’ you? — No, et
ven cie. Gus: 2820
ina nutshell (expres) in very bit form: à few words:
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ar and moe vocatan une
on board (pepsin poe) on a alae. hip boat
ec: Because the moe sup of the sip was ur
verre on bord po sick
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wih De tdi of seo cost menes ar
the post yor.
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ofl eo when eee ee nc icy repre
pican ses.
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‘or accra: Te clio the Honda hos made a ye!
“itor of a Sell. He has owned ser, and ech has
Peed a wee et a ft ey ane
repeat business) when à customer or ent res
10 parlar company to purchase ado products
‘ot Serces: Our research hos shown our pied tomar
nn eg to mer ep is y many of ou
ro up ones sleeves (phos) to reparto do dit
work We hae ot of resect fo te manager fur
depor: becas he's lg 1 up hs Hee and
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serviceproft chain (1) te relationship between
employee satan, cstomer loyal, and proftabiy.
Each of te Ins of te sce cain cca
ering rie grow and profit
to be going places (pos) o be moving toward
rene sucess in à protesto, el, or ind: Wah
os god Busines sr, hs fey person, ond Ne good
Ils everyone pres that Leste un lc
viewpoint a customer's (a) wit customers thik
or bave: When we examine or sec succes nd
Fares we conser each fom Ue customers ande
sevice eps espn
you name e (expec) sgae ar anything one cn
thnk to ada would be posse for incon: os cn id
‘vr ind of etic end ae wold Ne York y —
rame, re 2 restowant tht serve
animes 1 + Chapter 5
39
agi 0 ee
REVIEW
Chapter 1: Marketing a New Product
Defining marketing
ing market share
marker research
Brainstorming a promotional campaign
Chapter 2: Making the Sale
pe
Describing the benefits of customer loyalty
ues and strategies
guage
Chapter 3: Managing the Numbers
Talking about budgets
Discussing the budgeting process
Discussing financial reports
Summarizing an interview
Chapter 4: Managing Performance
Discussing employee commitment
Explaining employee retention issues
performance evaluations
‘Summarizing hiring and promotion practices
Chapter 5: Building Customer Loyalty
Describing the service-profit chain
Analyzing customer value
ing about corporate culture
ting on service delivery
REVIEW
Chapter 1: Marketing a New Product
Defining marketing
ing market share
marker research
Brainstorming a promotional campaign
Chapter 2: Making the Sale
pe
Describing the benefits of customer loyalty
ues and strategies
guage
Chapter 3: Managing the Numbers
Talking about budgets
Discussing the budgeting process
Discussing financial reports
Summarizing an interview
Chapter 4: Managing Performance
Discussing employee commitment
Explaining employee retention issues
performance evaluations
‘Summarizing hiring and promotion practices
Chapter 5: Building Customer Loyalty
Describing the service-profit chain
Analyzing customer value
ing about corporate culture
ting on service delivery
CHAPTER 1 - ROLE CARD
‘The Market Research Project
You ae one of two recently hired market research specialist a a chocolate and candy
company, Your fire projet includes working with the other recently hired specials to carry
out marker research that willbe used o support the development of anew candy pro
a The of you will write and presenta report of Your findings to the companys executive
The executive committee has target older, former customers a its market forthe new
product. As children and young aduls, these consumers once represented significant part
St your cistomer base. The company would hike to win thle business hack.
You stromal believe tha using both qualitative and quantitative research is necessary foe the
best results of any typeof market research, You have hand thatthe other specials strongly
favors quantiative research. You will have to argue persasively with rant to the value that
its research wl bring to your project sols and Bal report for the exccuive come.
Is tim for your meeting with the other specialist Introduce yourself and begin che conversation.
CHAPTER 2 - ROLE CARD A
Pricing Problems
‘You ae the Purchasing Manager at Parvin Homebuilder. You purchase many different brands
and product from many diferent companies, but you have a long standing relationship with
Sama Depot, a major upplier of windows and door:
You called the local sales rep at Sammons Depor ls weck ad asked for an estimate for 1,250
solid oak front entrance doors. You expect ices would have increased
slightly from the 5725 per door cos In year, but you were surprised to receive an arimate
a (3975 per door, an ineren of nearly 39%. Whats more, you're ordering qui afew mor
sa doors han Tae year when you Ro 400.
E Cal the sles rep back to ask about the pricing and o request a new sin
3 CHAPTER 3
ñ Choosing a Budgeting Strategy
You ate a managing partner o chain of specialty stores. Three years ago, your company
med just two stores. Tod, the company oxens 27 stores and continue growth i expected
Your customers clearly enjoy your combination bookstore-café-patiserie® location
‘One of the consequences of your succes is chat your company’ financial picture has become
inuch more complex in à very short time. You and your partner agree that this mut be
“res — and soon. Ava fist step, you've decided to meet today to discus the budgeting
process You strongly Believe hat a top-down approach is the best strategy for the company
Your partner sa he door of your fice. Say helo
ei = inch tay
Baninese1 © Chapter 6 a
‘The Market Research Project
You ae one of two recently hired market research specialist a a chocolate and candy
company, Your fire projet includes working with the other recently hired specials to carry
out marker research that willbe used o support the development of anew candy pro
a The of you will write and presenta report of Your findings to the companys executive
The executive committee has target older, former customers a its market forthe new
product. As children and young aduls, these consumers once represented significant part
St your cistomer base. The company would hike to win thle business hack.
You stromal believe tha using both qualitative and quantitative research is necessary foe the
best results of any typeof market research, You have hand thatthe other specials strongly
favors quantiative research. You will have to argue persasively with rant to the value that
its research wl bring to your project sols and Bal report for the exccuive come.
Is tim for your meeting with the other specialist Introduce yourself and begin che conversation.
CHAPTER 2 - ROLE CARD A
Pricing Problems
‘You ae the Purchasing Manager at Parvin Homebuilder. You purchase many different brands
and product from many diferent companies, but you have a long standing relationship with
Sama Depot, a major upplier of windows and door:
You called the local sales rep at Sammons Depor ls weck ad asked for an estimate for 1,250
solid oak front entrance doors. You expect ices would have increased
slightly from the 5725 per door cos In year, but you were surprised to receive an arimate
a (3975 per door, an ineren of nearly 39%. Whats more, you're ordering qui afew mor
sa doors han Tae year when you Ro 400.
E Cal the sles rep back to ask about the pricing and o request a new sin
3 CHAPTER 3
ñ Choosing a Budgeting Strategy
You ate a managing partner o chain of specialty stores. Three years ago, your company
med just two stores. Tod, the company oxens 27 stores and continue growth i expected
Your customers clearly enjoy your combination bookstore-café-patiserie® location
‘One of the consequences of your succes is chat your company’ financial picture has become
inuch more complex in à very short time. You and your partner agree that this mut be
“res — and soon. Ava fist step, you've decided to meet today to discus the budgeting
process You strongly Believe hat a top-down approach is the best strategy for the company
Your partner sa he door of your fice. Say helo
ei = inch tay
Baninese1 © Chapter 6 a
CHAPTER 1 - ROLE CARD B
‘The Market Research Project
‘You are one of ac recently hina market research specialist at a chocolate and candy company
Your fest project includes working with the other recently hired specialist o cary out market
research that will be used to support the development of anew candy product. The two of
son wll write and present a report of your findings to the companys executive comuni
The executive committee has target older, former customers a ts market for the new
product. As children and young ils, he consumers once represented significant part
of your customer base. The company would like to win ther Pasnew hack,
‘You strongly believe that using both qualitative and quantitative research is neces forthe
best result of ny type of marker research, You have heard thatthe other specialise strongly
favors qualitative research, You wil have to ange peranivc with rgaed to che value that
quantitative research wil being co your projet, rouls, nd nal report or he executive commit
Les timo for your meeting with the other specialist. Inroduce yourself and hegin the conversation.
CHAPTER 2 - ROLE CARD B
Pricing Problems
are the local sales rep for Samson's Depot, a national supplier to construction companies
that build ses. Over the past few year, you have developed a good working relationship
with che Purchasing Manager at Parvin Homebailer. Parvin is one of our Best clients
Last weok, Parvin’ Purchasing Manager called fr an estimate fo 1,250 solid ole ron
Sntnce doors Youre happy about this order, because lat year Parvin ordered only 400 doom.
You submitted an estimate of $975 por door fr the new order.
Your pricing structure for dix pret i follows
QUANTITY UNIT PRICE QUANTITY UNIT PRICE
1999 100 20003999 $850 i
1000-1999 975 4000 and up 2
Samson takes great pride in controlling its cos and Fas ri prices in the pus three cam
Your phone ringing. Answer it
CHAPTER 3 - ROLE CARD B ¿
Choosing a Badgring Strategy
Yon rs manag are of chan olpc or. Te er 0. pur company
ame ju evo mor Today. de compar Sun PT oe ad cmo win expt
Source ly ej our mann ocre rr” on 2
ny financial picture has became
aac that this ust be
and soon, Asa frst step, you've decido to meet today vo dies the hunting
process. You strongly believe that a bottom-up approach is the best strategy forthe company
Ws do to your partners office and say hello
our meeting
+ pvc = Hench bry
42 Business 1 + Chapter 6
‘The Market Research Project
‘You are one of ac recently hina market research specialist at a chocolate and candy company
Your fest project includes working with the other recently hired specialist o cary out market
research that will be used to support the development of anew candy product. The two of
son wll write and present a report of your findings to the companys executive comuni
The executive committee has target older, former customers a ts market for the new
product. As children and young ils, he consumers once represented significant part
of your customer base. The company would like to win ther Pasnew hack,
‘You strongly believe that using both qualitative and quantitative research is neces forthe
best result of ny type of marker research, You have heard thatthe other specialise strongly
favors qualitative research, You wil have to ange peranivc with rgaed to che value that
quantitative research wil being co your projet, rouls, nd nal report or he executive commit
Les timo for your meeting with the other specialist. Inroduce yourself and hegin the conversation.
CHAPTER 2 - ROLE CARD B
Pricing Problems
are the local sales rep for Samson's Depot, a national supplier to construction companies
that build ses. Over the past few year, you have developed a good working relationship
with che Purchasing Manager at Parvin Homebailer. Parvin is one of our Best clients
Last weok, Parvin’ Purchasing Manager called fr an estimate fo 1,250 solid ole ron
Sntnce doors Youre happy about this order, because lat year Parvin ordered only 400 doom.
You submitted an estimate of $975 por door fr the new order.
Your pricing structure for dix pret i follows
QUANTITY UNIT PRICE QUANTITY UNIT PRICE
1999 100 20003999 $850 i
1000-1999 975 4000 and up 2
Samson takes great pride in controlling its cos and Fas ri prices in the pus three cam
Your phone ringing. Answer it
CHAPTER 3 - ROLE CARD B ¿
Choosing a Badgring Strategy
Yon rs manag are of chan olpc or. Te er 0. pur company
ame ju evo mor Today. de compar Sun PT oe ad cmo win expt
Source ly ej our mann ocre rr” on 2
ny financial picture has became
aac that this ust be
and soon, Asa frst step, you've decido to meet today vo dies the hunting
process. You strongly believe that a bottom-up approach is the best strategy forthe company
Ws do to your partners office and say hello
our meeting
+ pvc = Hench bry
42 Business 1 + Chapter 6
CHAPTER 4
1g Employee Commitment
‘You and another manager have the lowest employee turnover rates in your company. The
Vice President of Human Resources has asked the two of yo to lead a series of training
ph sessions on building employee commitment for other manager in your company. The effects
ofthis taining session will he measured, tracked, and reviewed by HR over the next to to.
thece years.
‘You are abun 10 meet with the other manager to discuss the key sues forthe taining
sessions. From your experience you know that employees ate genenlly more loyal when
they are challenged and given the opportunity to develop new sills kill, you cos
‘that could be useful in looking fora new job elsewhere someday. You fel that providing
additional taining ia necessary risk when the goal 1 attract and rein the mest
‘motivated and qualibed employees. Mealy, such employees build long, meaning careers
at the company. You also believe that managers muse sc good example by Jemensuraing
loyalty tothe company and is sion, especially during diate times
Be prepared o explain and support your opinions, and be prepared to question and discuss
the other mater opinions. Together you must come up witha list ol die five most
importan issues in building employce commitment to begin planning the raining sesions
Fes time forthe meeting to bein.
CHAPTER 5
The Wrong Wine
You are the coon
fe Seo ie Winery al ie res. eur companys
wines produced in relatively small quantities
Your ship wine à che Sunny Ells Grand Reserve
You have very smal office staff, and you manage the winery’ Inge and most profitable
accounts yourself, These tend co be upscale restaurants, wine has, a hotels, Because your
‘ustomer base i relativ met, Keeping all your customers happy à priority
$ This sa very low time of year for the winery, and much of your staff is on vacation. The
E Shipping deparemen is closed through he end of dhe weck while à physical inventory is
E heine
Your asistan has ust notified you chat you have a cal from the manager of Vino Fino, a
wine bar in San Francheo. Vino Fine has boon a regular client since opening eight yeats
‘ag. You know the manager well
ile Answer the cal
Dsiness L + Chapter 6 43
1g Employee Commitment
‘You and another manager have the lowest employee turnover rates in your company. The
Vice President of Human Resources has asked the two of yo to lead a series of training
ph sessions on building employee commitment for other manager in your company. The effects
ofthis taining session will he measured, tracked, and reviewed by HR over the next to to.
thece years.
‘You are abun 10 meet with the other manager to discuss the key sues forthe taining
sessions. From your experience you know that employees ate genenlly more loyal when
they are challenged and given the opportunity to develop new sills kill, you cos
‘that could be useful in looking fora new job elsewhere someday. You fel that providing
additional taining ia necessary risk when the goal 1 attract and rein the mest
‘motivated and qualibed employees. Mealy, such employees build long, meaning careers
at the company. You also believe that managers muse sc good example by Jemensuraing
loyalty tothe company and is sion, especially during diate times
Be prepared o explain and support your opinions, and be prepared to question and discuss
the other mater opinions. Together you must come up witha list ol die five most
importan issues in building employce commitment to begin planning the raining sesions
Fes time forthe meeting to bein.
CHAPTER 5
The Wrong Wine
You are the coon
fe Seo ie Winery al ie res. eur companys
wines produced in relatively small quantities
Your ship wine à che Sunny Ells Grand Reserve
You have very smal office staff, and you manage the winery’ Inge and most profitable
accounts yourself, These tend co be upscale restaurants, wine has, a hotels, Because your
‘ustomer base i relativ met, Keeping all your customers happy à priority
$ This sa very low time of year for the winery, and much of your staff is on vacation. The
E Shipping deparemen is closed through he end of dhe weck while à physical inventory is
E heine
Your asistan has ust notified you chat you have a cal from the manager of Vino Fino, a
wine bar in San Francheo. Vino Fine has boon a regular client since opening eight yeats
‘ag. You know the manager well
ile Answer the cal
Dsiness L + Chapter 6 43
CHAPTER 4 - ROLE CARD B
Building Employee Commitment
‘You and another manager have the lowest employee tumover rats in your company. The
Vice President of Human Resources has asked he to of you to lead a series of traning
sessions on building employee commitment for oer managers in your company. The eects E
aft mining sesion wl e mesure, wacked, and reviewed by HR oe the next vo
te years
You ate about to mect with the other manager to discuss the key issues forthe erining
sessions. From your experience jon know that showing employees respec, recois their
and goo work, amd being flexible i how yous manage them ereates motivate, committed
employees. While you den ignore shortcomings in employee performance, you ty to offer
praise anytime you need to adress a weakness or concern with a member of your sal
Be prepared to explain and support your opinions, and he prepared to question and cass the
her manager opinions Together you nt come up with a I ofthe ve most important sue
in building employee commitment to bein planning the training sessions
Lts ime forthe meeting to beg
CHAPTER 5 - ROLE CARD B
‘The Wrong Wine
Yow ane the manager of Vino Fino, an upscale wine bar in San Francisco cha atracts
entertainment industry executives, movie wars and other celebrities. Image is everything io
your business. Customers come to yout bar to drink ehe best wine in che world, as well ao
be seen drinking the best wine in che worl. Your profit directly linked to customer
action, customer loyalty, nd referrals of new customers by current customers.
You're hosting a special event this weekend, and everything must be perfect. Many of your
most valued customers will attend. Whale double-checking your inventory of the Sunny Hill
Grand Reserve — one of your customer’ favorites — you noticed that one of the cases
contained different Sunny Hill wine, not the Grand Reserve, You immediately opened all
the other ces in your cellar and discovered that five often eases contained the incorrect,
wine. This a big problem. 3
You have been selling Sunny Hill wines for many years and have a great relationship with 5
the owners of ehe winery. Call them and tell hem about the error You absolutely must
have five replacement caves ofthe Grand Reserve for the event or you sk disappointing
your customer
44 Business 1 + Chapter 6
Building Employee Commitment
‘You and another manager have the lowest employee tumover rats in your company. The
Vice President of Human Resources has asked he to of you to lead a series of traning
sessions on building employee commitment for oer managers in your company. The eects E
aft mining sesion wl e mesure, wacked, and reviewed by HR oe the next vo
te years
You ate about to mect with the other manager to discuss the key issues forthe erining
sessions. From your experience jon know that showing employees respec, recois their
and goo work, amd being flexible i how yous manage them ereates motivate, committed
employees. While you den ignore shortcomings in employee performance, you ty to offer
praise anytime you need to adress a weakness or concern with a member of your sal
Be prepared to explain and support your opinions, and he prepared to question and cass the
her manager opinions Together you nt come up with a I ofthe ve most important sue
in building employee commitment to bein planning the training sessions
Lts ime forthe meeting to beg
CHAPTER 5 - ROLE CARD B
‘The Wrong Wine
Yow ane the manager of Vino Fino, an upscale wine bar in San Francisco cha atracts
entertainment industry executives, movie wars and other celebrities. Image is everything io
your business. Customers come to yout bar to drink ehe best wine in che world, as well ao
be seen drinking the best wine in che worl. Your profit directly linked to customer
action, customer loyalty, nd referrals of new customers by current customers.
You're hosting a special event this weekend, and everything must be perfect. Many of your
most valued customers will attend. Whale double-checking your inventory of the Sunny Hill
Grand Reserve — one of your customer’ favorites — you noticed that one of the cases
contained different Sunny Hill wine, not the Grand Reserve, You immediately opened all
the other ces in your cellar and discovered that five often eases contained the incorrect,
wine. This a big problem. 3
You have been selling Sunny Hill wines for many years and have a great relationship with 5
the owners of ehe winery. Call them and tell hem about the error You absolutely must
have five replacement caves ofthe Grand Reserve for the event or you sk disappointing
your customer
44 Business 1 + Chapter 6
HER A: Tall the clas aboot» product or service yt wonld like to create or oe. Describe
the product or service (appearance, purpose, ses, tc). Wha would your target
awlience for this product or service be? How would you marker the produc or servi
B: Ask a classmate fe has seen elevision or print advertisements from another
county. I, ind out hat was diferent abo them fom his point of view Did he
think he style of advertising was very similar 10.0 different rom what he wos
‘ecustomed to? In whar ways! Share your findings with the las.
HER A Tall the clas about a time when a silesperon gave you the hard sll. What was
the salesperson tying to sll you! How did ou feel? How did you react to this selling
technique?
Pe Ask à classmate what she notices first about salesperson — body language, aitu,
clothimesyle, ec. Find out ifthe way a salesperson looks or behaves influences her
Aecision whether or noe to buy something. Share your findings wich the cvs
Æ A; Tell the class which costs and expenses ar the most difcule for a company to
control, How does your company handle them? What do you do on day-to-day hass
to comrol costs and expenses for your company?
Be Asks classmate if he has responsibility for budget im his work Find out hon your
<lasmate prepares his budget and how it fs used within the organizacion where he works
(Ut your clsmate is not responsible fr the creation of bet, ak him what aspects of
his work effect the company’s overall budget and ahy) Report your findings to the clas
MEM A. Tall the clas about someone you know who sn at al comitat is job. What
in hiv ati What do you think of this attitude? Do you understand the reasons for?
Do you agree! Why? Why not?
i Bs Ask a casete if she has ever experienced a dificult performance evaluation, What
‘was dificult bout i? Was che manager a demanding person? How did the manager
Ihave! How did your elastnate respond to this behavior? Tell the clas ahow your
clasmate’ experien.
MEN A: Tall he class about a bad customer service experience you have had (restaurant,
3 store, aie, ec), What happened? How dd you handle ie? Will you do business with
3 that organisation again?
3 B: Ask a classmate what kind of business he would choose if he were o start anew
usines. What would he do to make the customer service ofthe organization satisfying
10 customers? What would / wouldn't he have his employees do? How would customer
service in his company differ fom that of his competitors Report yout findings to the
che
‘wwwberlitzenglish.com
Busines 1 + Chapter 6 45
the product or service (appearance, purpose, ses, tc). Wha would your target
awlience for this product or service be? How would you marker the produc or servi
B: Ask a classmate fe has seen elevision or print advertisements from another
county. I, ind out hat was diferent abo them fom his point of view Did he
think he style of advertising was very similar 10.0 different rom what he wos
‘ecustomed to? In whar ways! Share your findings with the las.
HER A Tall the clas about a time when a silesperon gave you the hard sll. What was
the salesperson tying to sll you! How did ou feel? How did you react to this selling
technique?
Pe Ask à classmate what she notices first about salesperson — body language, aitu,
clothimesyle, ec. Find out ifthe way a salesperson looks or behaves influences her
Aecision whether or noe to buy something. Share your findings wich the cvs
Æ A; Tell the class which costs and expenses ar the most difcule for a company to
control, How does your company handle them? What do you do on day-to-day hass
to comrol costs and expenses for your company?
Be Asks classmate if he has responsibility for budget im his work Find out hon your
<lasmate prepares his budget and how it fs used within the organizacion where he works
(Ut your clsmate is not responsible fr the creation of bet, ak him what aspects of
his work effect the company’s overall budget and ahy) Report your findings to the clas
MEM A. Tall the clas about someone you know who sn at al comitat is job. What
in hiv ati What do you think of this attitude? Do you understand the reasons for?
Do you agree! Why? Why not?
i Bs Ask a casete if she has ever experienced a dificult performance evaluation, What
‘was dificult bout i? Was che manager a demanding person? How did the manager
Ihave! How did your elastnate respond to this behavior? Tell the clas ahow your
clasmate’ experien.
MEN A: Tall he class about a bad customer service experience you have had (restaurant,
3 store, aie, ec), What happened? How dd you handle ie? Will you do business with
3 that organisation again?
3 B: Ask a classmate what kind of business he would choose if he were o start anew
usines. What would he do to make the customer service ofthe organization satisfying
10 customers? What would / wouldn't he have his employees do? How would customer
service in his company differ fom that of his competitors Report yout findings to the
che
‘wwwberlitzenglish.com
Busines 1 + Chapter 6 45
46
Additional Action Modules
Creating the Questionnaire
> This Action Modi
à intended for groups of 3-6 param.
You work for medium marker research fim chat spechlise in collecting, tracking,
analyzing, and interpreting daa in the technology industry: Many technology companies
rely on your frm for thei market research need. Your ies services include determining
target markets, conducting market reach, and creating marketing rate
Your fm is working on a project for a company that is developing a prototype of a
product that will combine the capabilities of PDA, a mobile telephone, wiles e-mail
and a Web browser. The product will ls have some limited software capabilities, sch
as word processing an space options
‘You are working on a projet with her team members o create a question
EE ws with a focus group. The questionnaire shold genera answers o hep ehe company
find ont how well the protorype meets dhe new and expectations ofthe target audience.
and han likely hey would be o buy the product. You are about to enter a Brainstorming
session with the other team members. Work with the ren to develop ehe best
questionnaire possible
The brainstorming sesion is beginning, Greet the other team mernbers and begin the
discusion.
‘The True Value of the Three Rs
You have recently been promoted Sales Manager at one of the largest software
development firms inthe word. While you enjoyed hing a als rep very much,
you are pleas to have this new opportunity,
When you were promoted, you assigned your clients to your top ree sales reps
a er pelan a ese ue ye wor anal
i pepa fro pipe eer pe dpi ie
ella tanto of is lens whose sx hpoy eh cay There
heed nis a ee Tans Ge ey
D ee aries el et De os al Sec oa
rer
The sales re in question isan excellent employee in many ways, und you have a good
working relationship. You may nec eo remind the ep of che value of retention in your
business and brainstorm ideas on how to make clients happicr
‘You scheduled casual lunch meeting with this rep so that you could discuss he
situation in a comfortable setting. You have jus sat down, ordered hunch, and enjoyed
vall talk, Now is time to disci the problem.
Business + Additional Action Module 47
Creating the Questionnaire
> This Action Modi
à intended for groups of 3-6 param.
You work for medium marker research fim chat spechlise in collecting, tracking,
analyzing, and interpreting daa in the technology industry: Many technology companies
rely on your frm for thei market research need. Your ies services include determining
target markets, conducting market reach, and creating marketing rate
Your fm is working on a project for a company that is developing a prototype of a
product that will combine the capabilities of PDA, a mobile telephone, wiles e-mail
and a Web browser. The product will ls have some limited software capabilities, sch
as word processing an space options
‘You are working on a projet with her team members o create a question
EE ws with a focus group. The questionnaire shold genera answers o hep ehe company
find ont how well the protorype meets dhe new and expectations ofthe target audience.
and han likely hey would be o buy the product. You are about to enter a Brainstorming
session with the other team members. Work with the ren to develop ehe best
questionnaire possible
The brainstorming sesion is beginning, Greet the other team mernbers and begin the
discusion.
‘The True Value of the Three Rs
You have recently been promoted Sales Manager at one of the largest software
development firms inthe word. While you enjoyed hing a als rep very much,
you are pleas to have this new opportunity,
When you were promoted, you assigned your clients to your top ree sales reps
a er pelan a ese ue ye wor anal
i pepa fro pipe eer pe dpi ie
ella tanto of is lens whose sx hpoy eh cay There
heed nis a ee Tans Ge ey
D ee aries el et De os al Sec oa
rer
The sales re in question isan excellent employee in many ways, und you have a good
working relationship. You may nec eo remind the ep of che value of retention in your
business and brainstorm ideas on how to make clients happicr
‘You scheduled casual lunch meeting with this rep so that you could discuss he
situation in a comfortable setting. You have jus sat down, ordered hunch, and enjoyed
vall talk, Now is time to disci the problem.
Business + Additional Action Module 47
CHAPTER 1 - ROLE CARD B
Creating the Questionn:
> This Acton Mode intended for gous of 3-6 participants
You work for mod sel market esearch fem that special in collecting tracking.
naling, and interpreting data in the technology industry. Many technology companies
rely on your fm for the marker research needs. Your fms services include determining
target markets, conducting market resi, and creating marketing strategies.
‘Your firm is working on à project fora company chat is developing a prototype ofa
produes that will combine the capabilities oa PDA, a mobile telephone, wireless e-mail
and a Web browser. The predict will a have some limited software capabilities, sich
as word processing and spreadsheet options
‘You are working om a project wich other team members to create a questionnaire to be
sel with focus prop. The questionnaire shoul! generate answers to help the company
find out how well de procatype meets the need amd expectations of the tact audience
and how likey they woul be to buy the product. You ate about to enter a rainstorning
session withthe other team members, Work with the team to develop the best
questionnaite posible
‘The brainstorming sesion is beginning, Greet the other team members and begin the
discusion. =
CHAPTER 2 - ROLE CARD B
‘The True Value of the Three Rs
You area sales rep at one ofthe largest software development fm inthe world, One of
the former senior reps was recently promoted tothe postion of Sales Manager and is
now your supervisor. You have great respect foe his manager, and you have a good
working relationship.
As a manager, your new supervisor no longer works directly with client, bu lads the
entire sales team. Ar the time ofthe promotion, the Sales Manager assigned several very
important clients to you. Unfortunately, two ofthese clients have been dificult and
auazesive, demanding special eeatment and complaining about prices over which you
have no control
These clients ae very inluentil in hei industries, but you don’t have the time or
energy o ati them and sill take care ofall your other clients. You have focused
instead on increasing relaod sles and sales through referrals with other clients. S
the strategy is working, and your overall sale have increased this month.
The Sales Manager invited you toa casual lunch meeting this aftemioon, You have jst
sar down, ordered lunch, and enjoyed some small talk. Now i ime for business
48 Dusines 1 + Adáiional Action Modules
Creating the Questionn:
> This Acton Mode intended for gous of 3-6 participants
You work for mod sel market esearch fem that special in collecting tracking.
naling, and interpreting data in the technology industry. Many technology companies
rely on your fm for the marker research needs. Your fms services include determining
target markets, conducting market resi, and creating marketing strategies.
‘Your firm is working on à project fora company chat is developing a prototype ofa
produes that will combine the capabilities oa PDA, a mobile telephone, wireless e-mail
and a Web browser. The predict will a have some limited software capabilities, sich
as word processing and spreadsheet options
‘You are working om a project wich other team members to create a questionnaire to be
sel with focus prop. The questionnaire shoul! generate answers to help the company
find out how well de procatype meets the need amd expectations of the tact audience
and how likey they woul be to buy the product. You ate about to enter a rainstorning
session withthe other team members, Work with the team to develop the best
questionnaite posible
‘The brainstorming sesion is beginning, Greet the other team members and begin the
discusion. =
CHAPTER 2 - ROLE CARD B
‘The True Value of the Three Rs
You area sales rep at one ofthe largest software development fm inthe world, One of
the former senior reps was recently promoted tothe postion of Sales Manager and is
now your supervisor. You have great respect foe his manager, and you have a good
working relationship.
As a manager, your new supervisor no longer works directly with client, bu lads the
entire sales team. Ar the time ofthe promotion, the Sales Manager assigned several very
important clients to you. Unfortunately, two ofthese clients have been dificult and
auazesive, demanding special eeatment and complaining about prices over which you
have no control
These clients ae very inluentil in hei industries, but you don’t have the time or
energy o ati them and sill take care ofall your other clients. You have focused
instead on increasing relaod sles and sales through referrals with other clients. S
the strategy is working, and your overall sale have increased this month.
The Sales Manager invited you toa casual lunch meeting this aftemioon, You have jst
sar down, ordered lunch, and enjoyed some small talk. Now i ime for business
48 Dusines 1 + Adáiional Action Modules
CHAPTER 3 - ROLE C
Implementing the BSC
You are division manager a a Large international pharmaceutical firs, Upper
management announced last week cha dhe Balanced Scorecard Performance
Memurement System, which referred o interally at your company as the “BSC.
is being adopted forall division and department reviews. You recoge that dis
positive move, intended to improve communication and strategie planning for all
managers, and you suppor dhe in
In che past you have typically focused on operational measures in your evaluation and
analysis of your division. You have been directed by upper management to meet with
nother division manager, one who has generally focused on financial measures. Upper
management expects he two of you to work together o create a checklist of the typeof
information tha should be collecte und analyzed in order to measure performance
under the new BSC system.
You have given careful dhought to this situation and look forward to expressing your
opinion on what operational measures should be included, as well as the value of each,
Your meeting is about (0 begin.
CHAPTER 4 - ROLE CARD A
The Interview
You are interviewing for a new job, The company you are with has a great
ion in its industry. I would be an excellent professional opportunity for you to ger
this position. You are well qualified for the job, and ii likely that they will see yom an a
strong candichre for it
‘You'd like 10 know about the corporate culture in the company I very important for
you to feel a sense of compatibility and belonging ata company. Alo, you want to feel
A ar you wil be able to contribue to the overall mission of the company — tis will
E Keep you motivated and committed ro your job,
The initial part ofthe interview is neatly finshed, and you will soon have an
‘opportunity to ask questions. You have prepared a short Int ol questions
po 1. Why seis position open?
2. Howe would you describe the comporate culture here!
3. How often are performance reviews done?
4. What are the main purposes ofthe performance reviews?
3. How long have the various members of this department hen on stall?
6. How well do they work together?
Business + Additonal Action Moduler 49
Implementing the BSC
You are division manager a a Large international pharmaceutical firs, Upper
management announced last week cha dhe Balanced Scorecard Performance
Memurement System, which referred o interally at your company as the “BSC.
is being adopted forall division and department reviews. You recoge that dis
positive move, intended to improve communication and strategie planning for all
managers, and you suppor dhe in
In che past you have typically focused on operational measures in your evaluation and
analysis of your division. You have been directed by upper management to meet with
nother division manager, one who has generally focused on financial measures. Upper
management expects he two of you to work together o create a checklist of the typeof
information tha should be collecte und analyzed in order to measure performance
under the new BSC system.
You have given careful dhought to this situation and look forward to expressing your
opinion on what operational measures should be included, as well as the value of each,
Your meeting is about (0 begin.
CHAPTER 4 - ROLE CARD A
The Interview
You are interviewing for a new job, The company you are with has a great
ion in its industry. I would be an excellent professional opportunity for you to ger
this position. You are well qualified for the job, and ii likely that they will see yom an a
strong candichre for it
‘You'd like 10 know about the corporate culture in the company I very important for
you to feel a sense of compatibility and belonging ata company. Alo, you want to feel
A ar you wil be able to contribue to the overall mission of the company — tis will
E Keep you motivated and committed ro your job,
The initial part ofthe interview is neatly finshed, and you will soon have an
‘opportunity to ask questions. You have prepared a short Int ol questions
po 1. Why seis position open?
2. Howe would you describe the comporate culture here!
3. How often are performance reviews done?
4. What are the main purposes ofthe performance reviews?
3. How long have the various members of this department hen on stall?
6. How well do they work together?
Business + Additonal Action Moduler 49
50
CHAPTER 3 - ROLE CARD B
Implementing the BSC
You ae a division manager at large international pharmaceutical fin. Upper
management announced last week thatthe Balanced Scorecard Performance
Measurement System, which i eferred to internally at your company as the “ESC
is being adopted for all division and department reviews. You recognise that this a
positive move, intended to improve communication and strategie planning fr all
managers, and you support he initiative.
In the pas jou have eypically focused on financial measures in your evaluation and
analysis of your division. You have Been directed by upper management to meet wih
another division manager, one who has generally focused on operational measures Upper
management expects the two of you to work together to create a checklist of the type of
information that shoul he ellected and analysed in order to measure performance
under the new BSC syste
‘You have given carefal thought co this siteation and look forward to expressing your
opinion on what financial measures shouldbe included, as well as the value of each
‘Your meting is about to begin
CHAPTER 4 - ROLE CARD B
The Interview
‘You ae interviewing a candidate for a postion ıha hecame available when a member of
your staff was promoted. Your company has a reputation for aking ere of employees,
and your tumover rate is low compared to industry standards. Very often if an
leaves a position ts because he or she is being promoted within the company
Here ate some of te hi your company does that demonstrate is commitmen to es
employees
HR has develope week-long orientation and team-building session for all
employees that designed to create sense of camaraderie and belonging among chem
+ performance reviews are done twice inthe fist six months for cach new employee with
the intent of aligning supervisor and employee expectations as closely as possible —
as car as posible
You have completed the intial port of eh interview with the candidate. You would now
like to give the candidate an opportunity to ak questions. This ia very Important part
‘ofthe interview, and you generally eam quite a Bt about candidates bythe questions
they ak and how they respond to your answers,
Say to the candidate: Now that you've heard all about the company and the postion,
Ao you have any questions for me?
Baines L + Addidonal Action Modes
CHAPTER 3 - ROLE CARD B
Implementing the BSC
You ae a division manager at large international pharmaceutical fin. Upper
management announced last week thatthe Balanced Scorecard Performance
Measurement System, which i eferred to internally at your company as the “ESC
is being adopted for all division and department reviews. You recognise that this a
positive move, intended to improve communication and strategie planning fr all
managers, and you support he initiative.
In the pas jou have eypically focused on financial measures in your evaluation and
analysis of your division. You have Been directed by upper management to meet wih
another division manager, one who has generally focused on operational measures Upper
management expects the two of you to work together to create a checklist of the type of
information that shoul he ellected and analysed in order to measure performance
under the new BSC syste
‘You have given carefal thought co this siteation and look forward to expressing your
opinion on what financial measures shouldbe included, as well as the value of each
‘Your meting is about to begin
CHAPTER 4 - ROLE CARD B
The Interview
‘You ae interviewing a candidate for a postion ıha hecame available when a member of
your staff was promoted. Your company has a reputation for aking ere of employees,
and your tumover rate is low compared to industry standards. Very often if an
leaves a position ts because he or she is being promoted within the company
Here ate some of te hi your company does that demonstrate is commitmen to es
employees
HR has develope week-long orientation and team-building session for all
employees that designed to create sense of camaraderie and belonging among chem
+ performance reviews are done twice inthe fist six months for cach new employee with
the intent of aligning supervisor and employee expectations as closely as possible —
as car as posible
You have completed the intial port of eh interview with the candidate. You would now
like to give the candidate an opportunity to ak questions. This ia very Important part
‘ofthe interview, and you generally eam quite a Bt about candidates bythe questions
they ak and how they respond to your answers,
Say to the candidate: Now that you've heard all about the company and the postion,
Ao you have any questions for me?
Baines L + Addidonal Action Modes
CHAPTER 5
‘The Guest Speaker
You ae the Training and Development Directo in a large financial services fim.
r ‘The CEO of your organizan lu decided that employee performance and product
must be improved in ande for he company to remain profitable and continue to grow
You have done some research on Use ways hat prof and growth are stimule by
customer loyalty, as well as how customer service affects customer satisfaction an,
inne), custome loyal
y
‘You have invite a guest speaker to vist your company ro deliver a eworday training
seminar fr all employees who deal directly with clients, This presente has been highly
recommended by several HR managers of cher companies with whom yon ae in
You and the speaker have arrange a ina telephone meeting to confia the fes to be
addcessed during the seminar. Be sure to charify yor prioiic during the conversacion.
Your assistant as jest notified you chat de gues speaker son the telephone.
Answer the cll
Beinen > Aiton
Aston Modules si
‘The Guest Speaker
You ae the Training and Development Directo in a large financial services fim.
r ‘The CEO of your organizan lu decided that employee performance and product
must be improved in ande for he company to remain profitable and continue to grow
You have done some research on Use ways hat prof and growth are stimule by
customer loyalty, as well as how customer service affects customer satisfaction an,
inne), custome loyal
y
‘You have invite a guest speaker to vist your company ro deliver a eworday training
seminar fr all employees who deal directly with clients, This presente has been highly
recommended by several HR managers of cher companies with whom yon ae in
You and the speaker have arrange a ina telephone meeting to confia the fes to be
addcessed during the seminar. Be sure to charify yor prioiic during the conversacion.
Your assistant as jest notified you chat de gues speaker son the telephone.
Answer the cll
Beinen > Aiton
Aston Modules si
CHAPTER 5 - ROLE CARD B
‘The Guest Speaker
‘You are an expert in the area ofthe Service-Profit Chain. You have written several
articles in Jedi business magazines on the subject and have made many visits to r
‘companies to deliver emplosce training seminars. While you eypically focus on front-line E
service employees, yo it find har you must also spend eime working with upper
management. Ir upper management int ally aligned wich the customer service
‘orientation, no serious improvement can be mudo in customer services
‘One ofthe mest common mistakes made by upper management isto focus entirely on
customer sitisfction, cstomer loyalty, and profits. You recognize, of cours, hat these
areall very par ofthe picture, but they are nor the only important parts of.
‘A company must also work to improve in the areas of employes satsfeton, retention,
productvie and internal support services employees do nor fel motivated, supported,
and productive in their work, a company will find ic extremely dificult o ret
‘You oe scheduled 10 conduct two-lay seminar for lange financial services firm next
week: You have arranged a final telephony mg and Development
Director of che frm to confi the hors to be area during the seminar. Go over all
the items you plan co discuss dui your taining session. Be prepared o explain yout
priorities and why they are important items to adres.
1 cime for your phone meting. Call he direct.
52 "asiness 1 + Additonal Action Modules
‘The Guest Speaker
‘You are an expert in the area ofthe Service-Profit Chain. You have written several
articles in Jedi business magazines on the subject and have made many visits to r
‘companies to deliver emplosce training seminars. While you eypically focus on front-line E
service employees, yo it find har you must also spend eime working with upper
management. Ir upper management int ally aligned wich the customer service
‘orientation, no serious improvement can be mudo in customer services
‘One ofthe mest common mistakes made by upper management isto focus entirely on
customer sitisfction, cstomer loyalty, and profits. You recognize, of cours, hat these
areall very par ofthe picture, but they are nor the only important parts of.
‘A company must also work to improve in the areas of employes satsfeton, retention,
productvie and internal support services employees do nor fel motivated, supported,
and productive in their work, a company will find ic extremely dificult o ret
‘You oe scheduled 10 conduct two-lay seminar for lange financial services firm next
week: You have arranged a final telephony mg and Development
Director of che frm to confi the hors to be area during the seminar. Go over all
the items you plan co discuss dui your taining session. Be prepared o explain yout
priorities and why they are important items to adres.
1 cime for your phone meting. Call he direct.
52 "asiness 1 + Additonal Action Modules
53
54
Business 1
Business 1
55
Baninen 1
Baninen 1
02003 serie Languages, loc.
CHAPTER 1
MEM Match each statement in te first group with a statement from the second group with a similar meaning,
White the er comesponding to the statement in he blank provided.
Our chird-quarter yo sto capeute more of the market share with our new product
2. ___ Direct marketing and public relations are key components of our promotional mix
3._We have increased the value to customers on popular tens by including warranties.
4. Our distribution channels must make buying our products convenient or consumers will
choose other companies products
5. Due to logistical problems the prototype h
offered untl he tied quater of next year.
been delayed. The new product will nt be
The organiations and people involved in the stem of moving our products to buyers must make e
easier for customers to purchase our goods than those of our competitrs
1: We plan o increase our sales by attrcting customer from our competitors in QB.
Consumers see our product us more satisfying than before because of new guarantees on quality and
reliability
4. Di to mistakes in che planning and organisation of developing the fist version of our new
product, we will not be able to sell he final product until QS
+: Our strates for reaching customers include contacting chem through e-mail, telephone, and
‘regular mail, We try to communicate openly and frequently with our customers to Keep their
perception of us postive
ERS noz Lie to ch series of quesos, nd lt the oc marketing oe
CATEGORY A CATEGORY B CATEGORY € CATEGORY D
demographics seographics behaviors sychographles
E O Gis Als
2 7 &_ 8 1. 12
Business L + Practice
Ed
CHAPTER 1
MEM Match each statement in te first group with a statement from the second group with a similar meaning,
White the er comesponding to the statement in he blank provided.
Our chird-quarter yo sto capeute more of the market share with our new product
2. ___ Direct marketing and public relations are key components of our promotional mix
3._We have increased the value to customers on popular tens by including warranties.
4. Our distribution channels must make buying our products convenient or consumers will
choose other companies products
5. Due to logistical problems the prototype h
offered untl he tied quater of next year.
been delayed. The new product will nt be
The organiations and people involved in the stem of moving our products to buyers must make e
easier for customers to purchase our goods than those of our competitrs
1: We plan o increase our sales by attrcting customer from our competitors in QB.
Consumers see our product us more satisfying than before because of new guarantees on quality and
reliability
4. Di to mistakes in che planning and organisation of developing the fist version of our new
product, we will not be able to sell he final product until QS
+: Our strates for reaching customers include contacting chem through e-mail, telephone, and
‘regular mail, We try to communicate openly and frequently with our customers to Keep their
perception of us postive
ERS noz Lie to ch series of quesos, nd lt the oc marketing oe
CATEGORY A CATEGORY B CATEGORY € CATEGORY D
demographics seographics behaviors sychographles
E O Gis Als
2 7 &_ 8 1. 12
Business L + Practice
Ed
CHAPTER 1
BY Decide whether each statement is god ur bal adie for bung brand-name recognition and powerful
slogans, by puting check (4) in he appropiate clan.
coop bap
ADVICE ADVICE
1. A logan shouldbe create for consumers of he products
‘ot investor In the company’ stock or company employees
2. Advertsing i just as fective as postive public and
Publ relator.
3. Slogans should focus on how a produc matches or equals
che quality of competing produces
4. The effectiveness of slogan ls improved when the company
logo ice -
5. Marketers should strive to cree variety of rand names
and lp branding tee fo hee product
6.A geet slogan wl be easly remembered by consumers.
EH Now rewrite the examples of bad advice so that they offer good advice
BBY Puc a check (7) nee the example ffromuional chanel os
—sradioaheniement 3. elemarkeing 5. warchoue 2. bilboant
— 2 real sone Apress relents 2 6 delivery em _8, dex mail
D What ype of channel re he others representative o? Write your answer in he space provided.
58 Business 1 + Practice
BY Decide whether each statement is god ur bal adie for bung brand-name recognition and powerful
slogans, by puting check (4) in he appropiate clan.
coop bap
ADVICE ADVICE
1. A logan shouldbe create for consumers of he products
‘ot investor In the company’ stock or company employees
2. Advertsing i just as fective as postive public and
Publ relator.
3. Slogans should focus on how a produc matches or equals
che quality of competing produces
4. The effectiveness of slogan ls improved when the company
logo ice -
5. Marketers should strive to cree variety of rand names
and lp branding tee fo hee product
6.A geet slogan wl be easly remembered by consumers.
EH Now rewrite the examples of bad advice so that they offer good advice
BBY Puc a check (7) nee the example ffromuional chanel os
—sradioaheniement 3. elemarkeing 5. warchoue 2. bilboant
— 2 real sone Apress relents 2 6 delivery em _8, dex mail
D What ype of channel re he others representative o? Write your answer in he space provided.
58 Business 1 + Practice
‚ CHAPTER 2
HER FE he Blank with he word in the box.
brand sales campaign prospect product literature sales force
ds
One ofthe major goals of the new (1) iso increase (2) à,
recognition fr our product line. And while our (3) js knowledgeable and
well-trained, ic will he very useful for chen ro have (4) available for every
9 char might walk inthe door.
HEN Mach cach sarment in the fst group with a statement from the second grp with a similar meaning
Write the leer coresponding othe statement in he Hank provided
1. Referrals can be the most influential marketing tool — and they're fice.
2. Our company is prepared o go up against the very best inthe industry
3. We were surpised to sc sles sour to record high
= 4. The clump in sales i expected to end soon,
5. One of the easiest ways 10 increase prof i to focus on related sales.
1 An increas in sales is predice for the nea futur.
la Lats just say we're ready for the competition, and we have every intention ofsucecedin.
© la customer i rly happy with a product he will recommend it other people.
4. A company can boost reventes by informing existing customers abour other product offerings.
Our ses team never expected t get such an enormous boost in sales,
aha ela enge
Busines 1 + Practice 59
HER FE he Blank with he word in the box.
brand sales campaign prospect product literature sales force
ds
One ofthe major goals of the new (1) iso increase (2) à,
recognition fr our product line. And while our (3) js knowledgeable and
well-trained, ic will he very useful for chen ro have (4) available for every
9 char might walk inthe door.
HEN Mach cach sarment in the fst group with a statement from the second grp with a similar meaning
Write the leer coresponding othe statement in he Hank provided
1. Referrals can be the most influential marketing tool — and they're fice.
2. Our company is prepared o go up against the very best inthe industry
3. We were surpised to sc sles sour to record high
= 4. The clump in sales i expected to end soon,
5. One of the easiest ways 10 increase prof i to focus on related sales.
1 An increas in sales is predice for the nea futur.
la Lats just say we're ready for the competition, and we have every intention ofsucecedin.
© la customer i rly happy with a product he will recommend it other people.
4. A company can boost reventes by informing existing customers abour other product offerings.
Our ses team never expected t get such an enormous boost in sales,
aha ela enge
Busines 1 + Practice 59
CHAPTER 2
HER Whos are she key techniques and strates of a successful salesperson? Fist, mark an X onthe fie items
law that ae ns effective techniques Then rank th techniques tht are effective from 1 0 Sin onder
of mos to last important.
schmonse with prospects and customers A
tell lies what you would do if you were in thet situation e
pay amention to client" body language
think about
yore ging to any while client is talking
focus on the price of ses items
slow the product to be the focus
two solve customer problems with your products or services
emphsie the value of what you're selling.
focus mainly on what the prompt r lien is ying
inerrupt prospects und customers when you want to clarify chat you've understood
HERD tenes as - a8: Listen othe conversations beten the salespeople and ther prospects 2
For ach san, decile which ag de sale sg: hd el orf sl
ITEM HARD SELL SOFT SELL
leat
2.clothing —_ 2
+
3. computer = a
+
4.jewely = 4
i
i
60 Busines L + Practice
HER Whos are she key techniques and strates of a successful salesperson? Fist, mark an X onthe fie items
law that ae ns effective techniques Then rank th techniques tht are effective from 1 0 Sin onder
of mos to last important.
schmonse with prospects and customers A
tell lies what you would do if you were in thet situation e
pay amention to client" body language
think about
yore ging to any while client is talking
focus on the price of ses items
slow the product to be the focus
two solve customer problems with your products or services
emphsie the value of what you're selling.
focus mainly on what the prompt r lien is ying
inerrupt prospects und customers when you want to clarify chat you've understood
HERD tenes as - a8: Listen othe conversations beten the salespeople and ther prospects 2
For ach san, decile which ag de sale sg: hd el orf sl
ITEM HARD SELL SOFT SELL
leat
2.clothing —_ 2
+
3. computer = a
+
4.jewely = 4
i
i
60 Busines L + Practice
CHAPTER 3
A Match cach statement in th frst group with a statement from the second group with a similar meaning.
White he eter corresponding othe statement m he blank poe
1. My bens as really been putting pressure on me to complete the budget
2. Wi won't be able to grow the business uni we get our house in order
3. Once you et 0 know the busines yee, you can bete focas the yenes financial sl
4. Weuse che top-down budgeting approach in ur organization.
5. Wi wea bottom-up budgeting strategy in our rm.
a. People low in our organizational hierarchy invite the budget.
bo The budget presented by upper ocean revise as ts pase down in our company:
+. need o finish the estimate of next year expected income and spending for my supervisor
d F1 keep an eye onthe economy and our industry I can create a more accurate budget.
+. The organizaron ofthe entire fmm must be addressed before we can increase revenue.
HED À rmac 39 - aa: Listen to falling statements and questions. Puta check (/) under the
Gomas had to indie financial semen dur bs is peer cl
STATEMENT BALANCE CASH FLOW
(OF INCOME ‘SHEET ‘STATEMENT
Bine + Practice 6
A Match cach statement in th frst group with a statement from the second group with a similar meaning.
White he eter corresponding othe statement m he blank poe
1. My bens as really been putting pressure on me to complete the budget
2. Wi won't be able to grow the business uni we get our house in order
3. Once you et 0 know the busines yee, you can bete focas the yenes financial sl
4. Weuse che top-down budgeting approach in ur organization.
5. Wi wea bottom-up budgeting strategy in our rm.
a. People low in our organizational hierarchy invite the budget.
bo The budget presented by upper ocean revise as ts pase down in our company:
+. need o finish the estimate of next year expected income and spending for my supervisor
d F1 keep an eye onthe economy and our industry I can create a more accurate budget.
+. The organizaron ofthe entire fmm must be addressed before we can increase revenue.
HED À rmac 39 - aa: Listen to falling statements and questions. Puta check (/) under the
Gomas had to indie financial semen dur bs is peer cl
STATEMENT BALANCE CASH FLOW
(OF INCOME ‘SHEET ‘STATEMENT
Bine + Practice 6
CHAPTER 3 ©
HEB Write the numbers 1-7 next ot seven toms below that would call be included in a comi
Balanced Scorecard Performance Meastrerent System,
political views of upper margement measures of employee performance
oving individual performance
___stegies for employee training programs
— strategies for improving corporate performance past marketing strategies
information about industey competitors urrent financial statements
details ofthe responsibilities of each department personal goals of upper management
financial data from 10-15 year ago —— mensutes of customer satisfaction
HEN Fit inthe Bans with dhe phrases in the box
bottomline crunch the indhcblack inthered gohellmu gobroke
numbers
The accountant worked hard to (1) in order to determine the company’s
(2) He had expected chat the company would be (3)
camed that ie was, in fet, (4) He soon valid thatthe
before the end ofthe year He did not look
bat unfortunately he
company would probably (5)
forward to telling the owners that they would Iikely (6) — along with the company
62 Business 1 > Practice
1
HEB Write the numbers 1-7 next ot seven toms below that would call be included in a comi
Balanced Scorecard Performance Meastrerent System,
political views of upper margement measures of employee performance
oving individual performance
___stegies for employee training programs
— strategies for improving corporate performance past marketing strategies
information about industey competitors urrent financial statements
details ofthe responsibilities of each department personal goals of upper management
financial data from 10-15 year ago —— mensutes of customer satisfaction
HEN Fit inthe Bans with dhe phrases in the box
bottomline crunch the indhcblack inthered gohellmu gobroke
numbers
The accountant worked hard to (1) in order to determine the company’s
(2) He had expected chat the company would be (3)
camed that ie was, in fet, (4) He soon valid thatthe
before the end ofthe year He did not look
bat unfortunately he
company would probably (5)
forward to telling the owners that they would Iikely (6) — along with the company
62 Business 1 > Practice
1
CHAPTER 4
IB À sonen as - Sa: Lisen to cach speaker ad select the most appropriate category fr thei remarks
CATEGORY A CATEGORY B CATEGORY €
Employee Performance Building Employee The Costs of Poot
‘Assessment Comics Employee Commitment
= 3. 5 ze 9
2 4 6 8 10.
HEN Match cach statement the rt group with a statement fram the second group with a smile meaning,
‘White the ler corresponding tothe statement he blank provided
1.__ ee flea strong sense of belonging a my new position frm the very beginning
2.___ While there ae shortcomings in my boss’ management style, in general, were fly
compatible
3. My manage focuses on what skills we employees are lacking and he frequently points
out our mistakes
4. job insecurity has led to dissatisfaction among employees
the company
13 many have decided to leave
5. Mer subordinates look forward to performance evaluations because she is very good at set
goals and working with her cam to achieve chem.
Turnover rates would be much lower if our employees fl hat their positions were safe and!
hae they had more meaningful responsibitien.
bal think my direct reports respect and value my collaborative management style
+. Were able to work together without roo many problems even ehough I see us with the way
my supervisor deals with all of us on his tal.
A. 1 important for employees to feel connected ro à company and its mision
+. My supervisor regularly offers constructive criticism, but never praise.
Dunes I + Practice
6
IB À sonen as - Sa: Lisen to cach speaker ad select the most appropriate category fr thei remarks
CATEGORY A CATEGORY B CATEGORY €
Employee Performance Building Employee The Costs of Poot
‘Assessment Comics Employee Commitment
= 3. 5 ze 9
2 4 6 8 10.
HEN Match cach statement the rt group with a statement fram the second group with a smile meaning,
‘White the ler corresponding tothe statement he blank provided
1.__ ee flea strong sense of belonging a my new position frm the very beginning
2.___ While there ae shortcomings in my boss’ management style, in general, were fly
compatible
3. My manage focuses on what skills we employees are lacking and he frequently points
out our mistakes
4. job insecurity has led to dissatisfaction among employees
the company
13 many have decided to leave
5. Mer subordinates look forward to performance evaluations because she is very good at set
goals and working with her cam to achieve chem.
Turnover rates would be much lower if our employees fl hat their positions were safe and!
hae they had more meaningful responsibitien.
bal think my direct reports respect and value my collaborative management style
+. Were able to work together without roo many problems even ehough I see us with the way
my supervisor deals with all of us on his tal.
A. 1 important for employees to feel connected ro à company and its mision
+. My supervisor regularly offers constructive criticism, but never praise.
Dunes I + Practice
6
CHAPTER 4
ME Match cach wond or phrase from the box below with the vnderlined word ur phrase with a similar
‘meaning in the memo. Weite sou answer in the blanks at che Botton of he page
a. keeping current employees ©. process of change -
bb. employee advancement EUR (Human Resources) %
€: documents fr performance evaluations ges
4. areracting new employees ho manage
MEMO
x All New Departmene Managers: DATE: July 29
FROM: Don Jackson RE: Managers Manual
We are pleased to provide you with the enclosed Managers Manual.
{contains valuable information on (1) ceceuiting, (2) emplovee retention,
and (3) promotions Ik also contains sample (4) asessinent forms. I hope you will x
find his manual helpful during your (5) ransiion to upper management. We look
forward to supporting you in managing and emining your (6) new his au Lis
‘your current emplayses in all the postions char you now (7) supervise
el free to contact (8) our department if you have any questions
Please
64 Business 1 + Practice
ME Match cach wond or phrase from the box below with the vnderlined word ur phrase with a similar
‘meaning in the memo. Weite sou answer in the blanks at che Botton of he page
a. keeping current employees ©. process of change -
bb. employee advancement EUR (Human Resources) %
€: documents fr performance evaluations ges
4. areracting new employees ho manage
MEMO
x All New Departmene Managers: DATE: July 29
FROM: Don Jackson RE: Managers Manual
We are pleased to provide you with the enclosed Managers Manual.
{contains valuable information on (1) ceceuiting, (2) emplovee retention,
and (3) promotions Ik also contains sample (4) asessinent forms. I hope you will x
find his manual helpful during your (5) ransiion to upper management. We look
forward to supporting you in managing and emining your (6) new his au Lis
‘your current emplayses in all the postions char you now (7) supervise
el free to contact (8) our department if you have any questions
Please
64 Business 1 + Practice
(02008 Bere Langen ie
HEN Decide whether each statement su or false. Weite T (rue) or F (fle)
CHAPTER 5
blank before the statement.
‘Understanding the links inthe srvice-profi chain is competitive advantage.
2. Employee retention can be described asthe positive feelings experienced by the people that
work ora particular company
Customer satisfaction can be described as the postive feelings experienced by customers
when they get what they want or need.
4. Customer loyalty à direct result of employee satisfaction.
5. The quality of service provided to customers greatly influences customer satisfaction.
6. Employee saisaction typically increases with the availability of chinos such as warranties,
repair and exchange options, and telephone and Internet resources for solving customer
problems
7. Customer loyalty stimulates profit and growth for business
8. Acquisition cost rarly outweigh revenues fr each initial customer purchase.
9. Customer complaints can be a valuable source of information to companies
10, ___ Calculatons of customer value should include revenue generated by refers and purchases
of related products
0: Listen o each comment and decide who said i. Puta check (/) in he appropriste coun,
A SATISFIED ALOYAL A CUSTOMER-FOCUSED
CUSTOMER CUSTOMER EMPLOYEE.
1
2 = ==
3. — _ _
4 _ —
5. == =
6
Dies 1 + Practice 65
HEN Decide whether each statement su or false. Weite T (rue) or F (fle)
CHAPTER 5
blank before the statement.
‘Understanding the links inthe srvice-profi chain is competitive advantage.
2. Employee retention can be described asthe positive feelings experienced by the people that
work ora particular company
Customer satisfaction can be described as the postive feelings experienced by customers
when they get what they want or need.
4. Customer loyalty à direct result of employee satisfaction.
5. The quality of service provided to customers greatly influences customer satisfaction.
6. Employee saisaction typically increases with the availability of chinos such as warranties,
repair and exchange options, and telephone and Internet resources for solving customer
problems
7. Customer loyalty stimulates profit and growth for business
8. Acquisition cost rarly outweigh revenues fr each initial customer purchase.
9. Customer complaints can be a valuable source of information to companies
10, ___ Calculatons of customer value should include revenue generated by refers and purchases
of related products
0: Listen o each comment and decide who said i. Puta check (/) in he appropriste coun,
A SATISFIED ALOYAL A CUSTOMER-FOCUSED
CUSTOMER CUSTOMER EMPLOYEE.
1
2 = ==
3. — _ _
4 _ —
5. == =
6
Dies 1 + Practice 65
CHAPTER 5.
cou wih its definicion
HER What are the key aus ofa superior customer service rep Match the opproprite abu from he box
dependability esponsiveness
empathy angie evidence
SERVICE PROVIDERS MUST:
{show that hey are able o understand the situation
from the customers penpective
2.be trustworthy and give customers what i offer
or promised
3. establish proof of services provided so customers
are aware of their vale
4. inspire the customer confidence and ruse in their
Knowledge, their competence, and thei intention to help
5. provide good or services in an efficient and timely manner
ines L + Practice
cou wih its definicion
HER What are the key aus ofa superior customer service rep Match the opproprite abu from he box
dependability esponsiveness
empathy angie evidence
SERVICE PROVIDERS MUST:
{show that hey are able o understand the situation
from the customers penpective
2.be trustworthy and give customers what i offer
or promised
3. establish proof of services provided so customers
are aware of their vale
4. inspire the customer confidence and ruse in their
Knowledge, their competence, and thei intention to help
5. provide good or services in an efficient and timely manner
ines L + Practice
CHAPTER 1 =
Exercise 1
Lb Ze de da Sd
Exercise 2
LD 2.C 3A 4A 5.B 6C 7.D 8A 9B 10.D ILA 12.0
Exercise 3A
Lol 2.bod 3: bod 4.g00d 5.bad 6. good
Exercise 3B
Possible rewrites ofthe had recommendations:
2. Positive publicity and public relations are more effective than advertising
3. Slogans should focus on how a product is different from competing product».
5. Marketers should
Exercise 4A
134.78
ve to create consistency in the brand name and branding strategy for their produces
Exercise 4B
distribution channels
1. sales campaign 2. brand 3. sales force. 4. product literature 5. prospect
Exercise 2
Le 2b Be 4a 5d
Exercise 3
— schmoose with prospects and customers
XL tell clients what you would do if you were in ther situation
— ay attention co clients’ body language
XL think about what you're going to say while a cien i talking
X focus on the pris
allow the product 1o be the focus
o als items
try o solve customers problems with your products or services
— emphasize the value of what your selling
=X focus mainly on wha the prospector client is saying
X interupe prospects and customers when you want o clarify that you've understood
Rankings of effective sales techniques will vary
Exercise 4
Le hard sell 2, soft ll 3. sofesell 4. hard sell
Bosiness1 + Answer Key 67
Exercise 1
Lb Ze de da Sd
Exercise 2
LD 2.C 3A 4A 5.B 6C 7.D 8A 9B 10.D ILA 12.0
Exercise 3A
Lol 2.bod 3: bod 4.g00d 5.bad 6. good
Exercise 3B
Possible rewrites ofthe had recommendations:
2. Positive publicity and public relations are more effective than advertising
3. Slogans should focus on how a product is different from competing product».
5. Marketers should
Exercise 4A
134.78
ve to create consistency in the brand name and branding strategy for their produces
Exercise 4B
distribution channels
1. sales campaign 2. brand 3. sales force. 4. product literature 5. prospect
Exercise 2
Le 2b Be 4a 5d
Exercise 3
— schmoose with prospects and customers
XL tell clients what you would do if you were in ther situation
— ay attention co clients’ body language
XL think about what you're going to say while a cien i talking
X focus on the pris
allow the product 1o be the focus
o als items
try o solve customers problems with your products or services
— emphasize the value of what your selling
=X focus mainly on wha the prospector client is saying
X interupe prospects and customers when you want o clarify that you've understood
Rankings of effective sales techniques will vary
Exercise 4
Le hard sell 2, soft ll 3. sofesell 4. hard sell
Bosiness1 + Answer Key 67
4. Statement of Income a
Exercise 3
strategies for improving individual performance
. strategies for improving corporate per
detail of the responsibilities o each department
employee training programs
1
2
3.
4. measures of employee performance
5.
6. current financial statements
7
measures of customer satisfaction
Exercise 4
1. crunch the numbers. 2, bottom line 3. in che black 4. inthe red 5. go belly-up 6. go broke
CHAPTER 4 Ss 2
1
Exerc
LB 2
BA 4A SC 6B ZA 8.B 9.0 10.B
Exercise 2
Ld Ze de an 5b
Exercise 3
Ld Za db de Se Ge
oh BE
CHAPTER 5 AA
Exercise 1
LF 2F XT 4.F 5.7 ETAT &F 9.7 10.7
‘Mathes side A
Exercise 2
La loyal customer 2. a customerfoersed employee 3. a sisi customer 4: a satisfied customer
Sia loyal customer 6. a customer focused employee
Exercise 3
empathy 2.dependability 3.tangible evidence 4. asurance 5: responsiveness
68 Bones L + Answer Key
Exercise 3
strategies for improving individual performance
. strategies for improving corporate per
detail of the responsibilities o each department
employee training programs
1
2
3.
4. measures of employee performance
5.
6. current financial statements
7
measures of customer satisfaction
Exercise 4
1. crunch the numbers. 2, bottom line 3. in che black 4. inthe red 5. go belly-up 6. go broke
CHAPTER 4 Ss 2
1
Exerc
LB 2
BA 4A SC 6B ZA 8.B 9.0 10.B
Exercise 2
Ld Ze de an 5b
Exercise 3
Ld Za db de Se Ge
oh BE
CHAPTER 5 AA
Exercise 1
LF 2F XT 4.F 5.7 ETAT &F 9.7 10.7
‘Mathes side A
Exercise 2
La loyal customer 2. a customerfoersed employee 3. a sisi customer 4: a satisfied customer
Sia loyal customer 6. a customer focused employee
Exercise 3
empathy 2.dependability 3.tangible evidence 4. asurance 5: responsiveness
68 Bones L + Answer Key
|
CHAPTER 1
activity 1 | TRACK 1
Have you seen the protorpe of our
‘ew PDA, Julia?
Nor et Oo ice, So what can i
do?
= Well a cel phone and an
orpanier with miles email and
eh homes
— love the touch ren dla.
A ook cal good Im impreso
ai tl you het de pic: under a
tnd dolls
Viv got hand eo yon, Pete,
Your ram har done a rt job
Any thoughts on what we're gong o
calli?
Marketing has ested several
de Too Ike wee song with the
ocke Wid:
The Pocket Wi
ACTIVITY 7 | TRACK 2
= know weve ll en very bus or
eve me to get moving om the PDA,
campaign. OY eure, refering to
fou Pocket Wizard, which same
Jouve all ake lok a
= We should probably stor with an
announcement athe annual
technology conference im Las Ves
“Then we could do res reee to
alle major pation.
= Leo aT were just saying that hi
thing has many feats char ia
natal for TV commercial
~ And the echies are going 0 love i
‘We really should do something on
the Web
Contest pr won't he very
fective, hub irc mal
tight dk if parie md
note company offering ling
ans ot Internet sevice. Let not
forge there ar uo target ances
the businessperson an the
‘consume. E sa with rine —
maybe ge celebrity in a photo —
then move so TV.
= ean imagine a TV spot ct ina
trendy eae A ou of young hitech
types ne sing one of thee ind a
ike that
sine L + Abo Sri
an tine fo forget his ges
chape Then one of the guys
end purs his am around the
Fong boyfiends ahontder olds
‘tour PDA and sys Yo done ned
à memory youve go Wid
[Nott Jef Bor le’ le the
abri agency take a ta a it
foe Then fey un ito trouble,
el send ehem to you
Sony about hat, Gloria yo a bi
‘red me
ACTIVITY 8 | TRACK 3
Patricia Nunes
= There lor mor o ts business
than js geting people from point A
to pone Thee’ safety. Theres
comio. Theres service. Were prod
‘fe topic hy safety
second And iso Me, We seb
the unober one postion ur year
ago an have et goof sine
ar you ak ou posenges whine
they remember moe ab ip with
us, nine times ou often hey ay
‘eh ou edly ight crews and
rond at. We ike what we do —
Ad ho
TRACK 4
Michal Brennan
= Who do you go 10 when you seed
Advice} Your Mac. Your Dad. And
he comes 0 your retirement
ti? You ned the advice of
someone yo ta much a ou
‘would your om fer Well, wee
Puit our ines on relacion
thar ls Mies such,
confor, are lime
Succcufal and comfortable becas of
dou hard work Carr Beene a
us. Were notin the get-rich-quick
Fins Thu just not us: Were m
the busines of uminga Mine of
tet io a etrment of lem
TRACK 5
Greg Flynn
“Lets feet People come ou or
‘two things cuting-edge technology
and superior design. What's the use of
setting the Intex handhekd you
an how i ef? So while our
‘evelopment group beeps ping the
enveloe of PDA technolo. cur
sion tam is king for ore ways
to get people looking over ov
‘tomer shoulder and ying
"Won, wane one of those:
CHAPTER 2
ACTIVITY 1 | TRACK 6
So where ae we with the sales
campaign for the Fakoo?
= The dealers have the product
litre, The sales free as ben
tuned. They know what to do fom
the momenta prospec polls nea the
lo. Ifthe commercials work
‘The problem is wee won ago
BMW. They've or the hand nd the
Bat we cam beat them on price
‘And were innovative, Young people
Tike tha.
So you think we an et he younger
‘matt hub? Hows the Falcons
Perfomance!
Not ha
= Have you ever diven a BMW
Ronda
= ea, my bother owns one
So lave you ten
Ave in the som
Ubu
And bar did he think?
Well jus sy he’ not rey to
ie up his ya o he Bie as
activity 5 | TRACK 7
OK, youve eon selling ur brand of
a ra year now. Tell me what
univ ame about sling
Tye lene ole the cars be the
= And why tha
= Because often potential huye come
im wih a pret ood des of what
they sant TheÿVe Been onthe
Website, They've done their
homework
So your ok in.
CHAPTER 1
activity 1 | TRACK 1
Have you seen the protorpe of our
‘ew PDA, Julia?
Nor et Oo ice, So what can i
do?
= Well a cel phone and an
orpanier with miles email and
eh homes
— love the touch ren dla.
A ook cal good Im impreso
ai tl you het de pic: under a
tnd dolls
Viv got hand eo yon, Pete,
Your ram har done a rt job
Any thoughts on what we're gong o
calli?
Marketing has ested several
de Too Ike wee song with the
ocke Wid:
The Pocket Wi
ACTIVITY 7 | TRACK 2
= know weve ll en very bus or
eve me to get moving om the PDA,
campaign. OY eure, refering to
fou Pocket Wizard, which same
Jouve all ake lok a
= We should probably stor with an
announcement athe annual
technology conference im Las Ves
“Then we could do res reee to
alle major pation.
= Leo aT were just saying that hi
thing has many feats char ia
natal for TV commercial
~ And the echies are going 0 love i
‘We really should do something on
the Web
Contest pr won't he very
fective, hub irc mal
tight dk if parie md
note company offering ling
ans ot Internet sevice. Let not
forge there ar uo target ances
the businessperson an the
‘consume. E sa with rine —
maybe ge celebrity in a photo —
then move so TV.
= ean imagine a TV spot ct ina
trendy eae A ou of young hitech
types ne sing one of thee ind a
ike that
sine L + Abo Sri
an tine fo forget his ges
chape Then one of the guys
end purs his am around the
Fong boyfiends ahontder olds
‘tour PDA and sys Yo done ned
à memory youve go Wid
[Nott Jef Bor le’ le the
abri agency take a ta a it
foe Then fey un ito trouble,
el send ehem to you
Sony about hat, Gloria yo a bi
‘red me
ACTIVITY 8 | TRACK 3
Patricia Nunes
= There lor mor o ts business
than js geting people from point A
to pone Thee’ safety. Theres
comio. Theres service. Were prod
‘fe topic hy safety
second And iso Me, We seb
the unober one postion ur year
ago an have et goof sine
ar you ak ou posenges whine
they remember moe ab ip with
us, nine times ou often hey ay
‘eh ou edly ight crews and
rond at. We ike what we do —
Ad ho
TRACK 4
Michal Brennan
= Who do you go 10 when you seed
Advice} Your Mac. Your Dad. And
he comes 0 your retirement
ti? You ned the advice of
someone yo ta much a ou
‘would your om fer Well, wee
Puit our ines on relacion
thar ls Mies such,
confor, are lime
Succcufal and comfortable becas of
dou hard work Carr Beene a
us. Were notin the get-rich-quick
Fins Thu just not us: Were m
the busines of uminga Mine of
tet io a etrment of lem
TRACK 5
Greg Flynn
“Lets feet People come ou or
‘two things cuting-edge technology
and superior design. What's the use of
setting the Intex handhekd you
an how i ef? So while our
‘evelopment group beeps ping the
enveloe of PDA technolo. cur
sion tam is king for ore ways
to get people looking over ov
‘tomer shoulder and ying
"Won, wane one of those:
CHAPTER 2
ACTIVITY 1 | TRACK 6
So where ae we with the sales
campaign for the Fakoo?
= The dealers have the product
litre, The sales free as ben
tuned. They know what to do fom
the momenta prospec polls nea the
lo. Ifthe commercials work
‘The problem is wee won ago
BMW. They've or the hand nd the
Bat we cam beat them on price
‘And were innovative, Young people
Tike tha.
So you think we an et he younger
‘matt hub? Hows the Falcons
Perfomance!
Not ha
= Have you ever diven a BMW
Ronda
= ea, my bother owns one
So lave you ten
Ave in the som
Ubu
And bar did he think?
Well jus sy he’ not rey to
ie up his ya o he Bie as
activity 5 | TRACK 7
OK, youve eon selling ur brand of
a ra year now. Tell me what
univ ame about sling
Tye lene ole the cars be the
= And why tha
= Because often potential huye come
im wih a pret ood des of what
they sant TheÿVe Been onthe
Website, They've done their
homework
So your ok in.
— To lento thon, Make them fel
camforable. Build a cash.
Schmaere le — js lin
Schmid Hit helps bil
‘clans.
Tr fing mae ad more thot my
role sto help atmen solve thie
problem
oa shold avoid word Ike probe
Keep it peat: se pio
langage. Make exciting.
= And wee not sipped to talk about
the price of the en; we shoul allt
an investment, nahe!
ind dae many customers ave
uarsliti about prc, | mean, thei
invenment.Luelchem what
Toul dos
Hold on here! suggest you
leave the our of fe Sella not
kot ju and you ate o or
alle 1 a shout them, the
prepa And remember, oy
Sal pare of he propect message
ome rm the spoken word How do
ya ge thee ofthe menage?
Oh — toy language ea el prets
auch im che sarees wal i he
he serons aba haying or ot
~Tell sn they look as hr ready
Lo un one of or vehicles hy
resort hat yor nd to lose
CHAPTER 3
ACTIVITY 1 | TRACK 6
= As you kom ser ls quater)
tess, the Bose spurting» lt of
reste on me ogo ests dom. 14,
ik 10 al depurument hea to
covs het bodes
= What do you have in mind?
Ze ed them o hice dir
spending by ten percent
And ther bat ar already a
fight as they can st?
= Then they ging to have o oak
agin. The cos ofeach u every
dr wee developing mu be ut by
ten percent — one way or ashes,
se povemmen approval would
Hp ale
know woul, Bor lts grout
20
how nde fie before we star
worrying about what the um:
ments ding
activity 7 | TRACK 9
ln some ways prescription deg
pants have hon one of the
spots inthe economy recen
Why ie tha?
Let me sy fs that i ot anes
environment — with owe
Competition and completed
rest regiments But a rem
fes plc has come to marke,
from both the slr companies amd
the loss de sde
And cme of these companies have
achieved pid moet penetration
wih these peoduci: This has pad
ther keep het balance sheets under
conto.
Told ad chat, nike other
insti, phamaceutcn companies
ae not quite a feto by economic
dorar
Moving onto anther hot topic in
the indwan can you comment on
‘scene riens of several players in
the ise with eae to potentially
impropios!
The government is ooking imo what
vee might alerte” accounting
Practices ll nts doctora
nd hey mains several
advert agencies that ow
<ompanis chat sy an pubs
repos on drugs
An apprenr config linen, at
the very least Non, weal know it
cost Foner ring dg to
make, md very few dsg even
‘make mag clinica as Temas
every ricky for those companies to
develop a her fora nen medicine,
let alone deco the new medicine
How can they keep revues send
und able w cover thou hc RED
One way they do to bay ap the
al companies that have developed
one or evo good prt. That way
they suite proven product,
ao the RSD cont and can
fact revenes a let until the
ron isn ler patent pens
~ And some ofthe pans have und
ays to extend poten which ef
‘ine keeps evenue owing, even
HC mean higher conse the
One final gestion: bt re tha he
‘Phamacetic remain among the
Ft retun-on-invetment conan?
= Absolutly.
= Lage:
(CHAPTER CHECK = €
TRACK 10
= Ifyou jus joined ou program, Im
speaking rosy with Kare Ayer a
‘column and franca consul.
Karen Ayers, wh ate you ageing
that tener do these ays dis
certain con climate?
— Well, y lie is changing
ce been telling son i
slowly improving Many companies
ave eut expenses and [ad of stall
shih sift but es eventually
lp the bottom ine
= Bat other companies — the ines,
not — arrugas, o they?
“Thats re, Th recovery, 0 his
point ls been uneven, Bu hire rc
fone oir pose ende. ON pce
Fave fle, and that shot! hep the
nine balance sheets And wapos
and pening are up somewhat
For the mo have’ Tot thera,
= Yes hu a companis nun down thee
invento, as consmor confidence
Ines, and the uncertain in
the aks ae roda, he clar
comes better or companies to
‘operate and hay wl Bei ing
gin. One very so exam
looking a recently i dhe Boel
company
CHAPTER 4
ACTIVITY 1 | TRACK 11
just had my performance review
How did ito?
= OK, es. When are yo ein to
have youn!
Business 1 + Audio Serine
camforable. Build a cash.
Schmaere le — js lin
Schmid Hit helps bil
‘clans.
Tr fing mae ad more thot my
role sto help atmen solve thie
problem
oa shold avoid word Ike probe
Keep it peat: se pio
langage. Make exciting.
= And wee not sipped to talk about
the price of the en; we shoul allt
an investment, nahe!
ind dae many customers ave
uarsliti about prc, | mean, thei
invenment.Luelchem what
Toul dos
Hold on here! suggest you
leave the our of fe Sella not
kot ju and you ate o or
alle 1 a shout them, the
prepa And remember, oy
Sal pare of he propect message
ome rm the spoken word How do
ya ge thee ofthe menage?
Oh — toy language ea el prets
auch im che sarees wal i he
he serons aba haying or ot
~Tell sn they look as hr ready
Lo un one of or vehicles hy
resort hat yor nd to lose
CHAPTER 3
ACTIVITY 1 | TRACK 6
= As you kom ser ls quater)
tess, the Bose spurting» lt of
reste on me ogo ests dom. 14,
ik 10 al depurument hea to
covs het bodes
= What do you have in mind?
Ze ed them o hice dir
spending by ten percent
And ther bat ar already a
fight as they can st?
= Then they ging to have o oak
agin. The cos ofeach u every
dr wee developing mu be ut by
ten percent — one way or ashes,
se povemmen approval would
Hp ale
know woul, Bor lts grout
20
how nde fie before we star
worrying about what the um:
ments ding
activity 7 | TRACK 9
ln some ways prescription deg
pants have hon one of the
spots inthe economy recen
Why ie tha?
Let me sy fs that i ot anes
environment — with owe
Competition and completed
rest regiments But a rem
fes plc has come to marke,
from both the slr companies amd
the loss de sde
And cme of these companies have
achieved pid moet penetration
wih these peoduci: This has pad
ther keep het balance sheets under
conto.
Told ad chat, nike other
insti, phamaceutcn companies
ae not quite a feto by economic
dorar
Moving onto anther hot topic in
the indwan can you comment on
‘scene riens of several players in
the ise with eae to potentially
impropios!
The government is ooking imo what
vee might alerte” accounting
Practices ll nts doctora
nd hey mains several
advert agencies that ow
<ompanis chat sy an pubs
repos on drugs
An apprenr config linen, at
the very least Non, weal know it
cost Foner ring dg to
make, md very few dsg even
‘make mag clinica as Temas
every ricky for those companies to
develop a her fora nen medicine,
let alone deco the new medicine
How can they keep revues send
und able w cover thou hc RED
One way they do to bay ap the
al companies that have developed
one or evo good prt. That way
they suite proven product,
ao the RSD cont and can
fact revenes a let until the
ron isn ler patent pens
~ And some ofthe pans have und
ays to extend poten which ef
‘ine keeps evenue owing, even
HC mean higher conse the
One final gestion: bt re tha he
‘Phamacetic remain among the
Ft retun-on-invetment conan?
= Absolutly.
= Lage:
(CHAPTER CHECK = €
TRACK 10
= Ifyou jus joined ou program, Im
speaking rosy with Kare Ayer a
‘column and franca consul.
Karen Ayers, wh ate you ageing
that tener do these ays dis
certain con climate?
— Well, y lie is changing
ce been telling son i
slowly improving Many companies
ave eut expenses and [ad of stall
shih sift but es eventually
lp the bottom ine
= Bat other companies — the ines,
not — arrugas, o they?
“Thats re, Th recovery, 0 his
point ls been uneven, Bu hire rc
fone oir pose ende. ON pce
Fave fle, and that shot! hep the
nine balance sheets And wapos
and pening are up somewhat
For the mo have’ Tot thera,
= Yes hu a companis nun down thee
invento, as consmor confidence
Ines, and the uncertain in
the aks ae roda, he clar
comes better or companies to
‘operate and hay wl Bei ing
gin. One very so exam
looking a recently i dhe Boel
company
CHAPTER 4
ACTIVITY 1 | TRACK 11
just had my performance review
How did ito?
= OK, es. When are yo ein to
have youn!
Business 1 + Audio Serine
Next week. But you know Lena,
À here something ve been meaning
torell you Fm dking of levine
= Really? Why
— 10 se hat an opportunity a a arte
up company has come my wy, and |
seal Ike the ide of hing aro
ung something rom src
“That sen a le iy inch
economy, What it oca ike of?
You coul ind yourself without ajo
ini tll
know: There or ro male
Before rk the plunge. don't chin
Fike making any decions bone my
So maybe I neo ll you boss how
important this onc set to be —
foe bl of you.
ACTIVITY 7 | TRACK 12
As mst of yu know, wa was once
‘lal Penounel” snow alle
man Resouces” This tenn à
sctaly quite seal in reine
thinking abou employees. The
reson that eas good people to
chic the resus you ont You
simply ant accomplih company
goals wit people. Now, you've ll
filled our the qustionnalre on
tran dee reports 50 1 ave a
prety goa in of how yo ert
with the people who reporto you.
Bot what omo out at me that
mos of yo comer employee
Terfonnanceevuatons
‘uncomfortable Let talk abo that
for a minute, Who ant 10 begin?
Adi
= Nokes likes doing ve even
They make everyone uncomfortable,
and e doesn really help us aires
the tu or solve dhe problems were
having
= als sot so if and formal
Maybe thats boa ls cuencia
topado approach, Almost ever
thing come rm mes very Ike
somes from chem. And they sco
“mare about being
a
2003 ere Lange,
Tica research tls us, ou
new L + Audio ect
‘And his as led oa now approach
bc sore collaborative il
help you adapts more comorabl,
and moro effective, mode of working
together Now what might bea int
sen!
= To amielne the company goal?
Yes and hen?
igure out how each she. But
thats nce
Yes 0d. And uring oat how to
reach thee egies a ano.
continous exchange, with at east
thew a ou meeting inthe couse
ofa eur. In ther wos you
‘oul be doing a one er
= Ok, a ose exchange pet. but
dent you thik dete are times when
(manager has to res the Behavior
ofan employee?
‘OF ars, bat haw you do en
determine whether you ae effective
‘or otf the day, ve wold
walk im with a is of tues we wanted
{0 o over with the employee. There
ays, we bomon a it om
rmrcholo One strategy tht some
very fective managers se lso fer
Ale pees pie for every
shorcoming you mention, Once on
oi ou the ped things people ae
‘Ting hey re mach more vine o
heat segona fr changes
Are you saying tha we dew’ rally
¿o evaluations anymore, und we
have t of every cris n
complinents?
Wat sting i this in
performance praia” what youl
be doing is what's called "nanaging
performance” Doi this of ourself
Sethe oe think of youself ea
coach, And ata coach, you noto,
do thre things one, tin the
Behind nil help your people
accomplish the gras ofthe company
Tho, dsc thee cation with
our dir reports. Tice, cale
our poole used on how wel they
gate dhs Bevan ad,
(here, compl the goals Are
you with me? Then, stead of ling
the employee which all re lacking
the manager and the dest sport,
did together which kl the
esmpoyoo wil acd to achieve the
sudo adi is,
imposant — which ll the
ployee wil nee o be ready foe
the compa’ future. The employee
then works wi you vo make a plan
for addtional cani and
evelopment
An cae wor we should be
handling the aucsment of
performance afew times year ina
tvo-vay exchange ln which we
integre ose, development,
and vahaion.
Brecneh And instead of calling à
“Performance Appel" Le ae
Performance Management
ACTIVITY 10 | TRACK 13
10:00 am. Kelly
= Kelly Larkins.
Hi Kelly. Joo Marea
Hi Joe, How are yo?
Good. Good. just wanted vo check
in wäh you tose ow this ae
This ate eig ely well. Thanks
Is Wale epi you buy?
Walters been rea. hasten
time to getup to speed at anew fb
Ba he made the rustico very sy
fome
Heels me pour dong area big
foe the ou.
= That nice to hea. ely pad to
be hor
‘Well, ie you get luck wit You
bese tot me know os need
ampli,
Lol Joe: Thai or he cal
TRACK 14
MS am Rich
Rich. Come on in.
= Hi Joe
Listen. Thauks fr coming by, len,
ave act
= Thank you.
Anita hed your eter of
een with me las nigh, Thats
a
À here something ve been meaning
torell you Fm dking of levine
= Really? Why
— 10 se hat an opportunity a a arte
up company has come my wy, and |
seal Ike the ide of hing aro
ung something rom src
“That sen a le iy inch
economy, What it oca ike of?
You coul ind yourself without ajo
ini tll
know: There or ro male
Before rk the plunge. don't chin
Fike making any decions bone my
So maybe I neo ll you boss how
important this onc set to be —
foe bl of you.
ACTIVITY 7 | TRACK 12
As mst of yu know, wa was once
‘lal Penounel” snow alle
man Resouces” This tenn à
sctaly quite seal in reine
thinking abou employees. The
reson that eas good people to
chic the resus you ont You
simply ant accomplih company
goals wit people. Now, you've ll
filled our the qustionnalre on
tran dee reports 50 1 ave a
prety goa in of how yo ert
with the people who reporto you.
Bot what omo out at me that
mos of yo comer employee
Terfonnanceevuatons
‘uncomfortable Let talk abo that
for a minute, Who ant 10 begin?
Adi
= Nokes likes doing ve even
They make everyone uncomfortable,
and e doesn really help us aires
the tu or solve dhe problems were
having
= als sot so if and formal
Maybe thats boa ls cuencia
topado approach, Almost ever
thing come rm mes very Ike
somes from chem. And they sco
“mare about being
a
2003 ere Lange,
Tica research tls us, ou
new L + Audio ect
‘And his as led oa now approach
bc sore collaborative il
help you adapts more comorabl,
and moro effective, mode of working
together Now what might bea int
sen!
= To amielne the company goal?
Yes and hen?
igure out how each she. But
thats nce
Yes 0d. And uring oat how to
reach thee egies a ano.
continous exchange, with at east
thew a ou meeting inthe couse
ofa eur. In ther wos you
‘oul be doing a one er
= Ok, a ose exchange pet. but
dent you thik dete are times when
(manager has to res the Behavior
ofan employee?
‘OF ars, bat haw you do en
determine whether you ae effective
‘or otf the day, ve wold
walk im with a is of tues we wanted
{0 o over with the employee. There
ays, we bomon a it om
rmrcholo One strategy tht some
very fective managers se lso fer
Ale pees pie for every
shorcoming you mention, Once on
oi ou the ped things people ae
‘Ting hey re mach more vine o
heat segona fr changes
Are you saying tha we dew’ rally
¿o evaluations anymore, und we
have t of every cris n
complinents?
Wat sting i this in
performance praia” what youl
be doing is what's called "nanaging
performance” Doi this of ourself
Sethe oe think of youself ea
coach, And ata coach, you noto,
do thre things one, tin the
Behind nil help your people
accomplish the gras ofthe company
Tho, dsc thee cation with
our dir reports. Tice, cale
our poole used on how wel they
gate dhs Bevan ad,
(here, compl the goals Are
you with me? Then, stead of ling
the employee which all re lacking
the manager and the dest sport,
did together which kl the
esmpoyoo wil acd to achieve the
sudo adi is,
imposant — which ll the
ployee wil nee o be ready foe
the compa’ future. The employee
then works wi you vo make a plan
for addtional cani and
evelopment
An cae wor we should be
handling the aucsment of
performance afew times year ina
tvo-vay exchange ln which we
integre ose, development,
and vahaion.
Brecneh And instead of calling à
“Performance Appel" Le ae
Performance Management
ACTIVITY 10 | TRACK 13
10:00 am. Kelly
= Kelly Larkins.
Hi Kelly. Joo Marea
Hi Joe, How are yo?
Good. Good. just wanted vo check
in wäh you tose ow this ae
This ate eig ely well. Thanks
Is Wale epi you buy?
Walters been rea. hasten
time to getup to speed at anew fb
Ba he made the rustico very sy
fome
Heels me pour dong area big
foe the ou.
= That nice to hea. ely pad to
be hor
‘Well, ie you get luck wit You
bese tot me know os need
ampli,
Lol Joe: Thai or he cal
TRACK 14
MS am Rich
Rich. Come on in.
= Hi Joe
Listen. Thauks fr coming by, len,
ave act
= Thank you.
Anita hed your eter of
een with me las nigh, Thats
a
bg How to the organization. Ye
‘ne of out best, Rich
Tes kind of you to Je, But think
yo kn that Fe sn seul
last Ken Newnan It
= Yes, om. Weal have gras respect
foe Ken. He’ a rare bred of managen,
nd we mis hi 1 was oping that
fen develo sina seins
with Ani. Shes top-notch, you
von.
Leon she We jus not
connecting — personally or
profesional
Anita under tof premure to
produce. We al handle tes
era
= Yeah. And Ken handled tal o ll
(hat somehow the wre never orto
He a tough acto follow Listen,
now youve got a oe to ake ee of
in your lat few weeks with us Jus
vend o et you know tha Bi
Davis ad are rly sad ose you
19 We sw jou aa hey pare ofthe
compan’ fre fever we can do
Anything for yo give me à cal OK?
= Thank you, Joe. aly prie
har You and Me, Divs have been
sy oad me. Fm going o mise
working her
Hey — no gua byes quit yet. Weve
gue you for another two weeks, ight?
= Right. Thanks, Joe
= Don’ mension it Rich. Give me a
ing you nce anything
TRACK 15
230 pam, Julie
The jo mot working out
Can you give me sone examples o
hot you mean
Tc heen her sx wees, has’ et
Uhhoh
Het sul ing fr me of dung
the weck to tae care of teloeation
tenes Las week i ws a house
painting roble. This weck 1 Ras
something do with peti is
mire delivered. Is neverending
si hin,
Home, How much tine off ihe
2
asking Ge these his?
Lose week i was hada. This week
he wanes to take aay of
= Tellme about che work he dong for
Tha noc any bete You know we
generate reports mary every wech,
Sight?
-Uhrhuh,
= Well, Dog is sill working on hie
fist ave him Ue extra tee
ease 1 Eno eb mot always ey to
Team a nes pte ut ax week?
There something ius wrong
her
Have you spoken to hin?
= Several times. ve exprese concer,
ve red applying a de presa
1 cnn be patient, bt june
seing all the wrong signal kom
fi,
Link you nes to stare documenting
your communications with Dogon
hoc is bse and hi work
ol. Let tar wa memo eo
him — ce 1 me — und let ace what
Kind of ce e har. ya Hi,
ca help you put a deat coge
= That ke gre, Joe ea
aprecie your bel wih dis
CHAPTER 5
ACTIVITY t | TRACK 16
some sevice stats wth me
hae to dis Bonin.
ow often do ou actually y on one
‘of your planes!
ey to take at ene ow Rights a
week
How do ou sp
eue on toad
spend lt ime talking to the
comen and crew tat tthe
Ick of he plane, all to he Might
tenons tbn go up one and
anocunice to passe hat Fm on
rd and bac Ke pong heh
the ein to help serve sacks
Do you speak with many othe
pewensen?
cual speak o every poseer =
your dine when,
Y coll oo sins ca ike
fo find ou how my customers me
reacting o ur serie. almost.
says endup wich a notebook ill of
Consent, ation — and ao
copla.
How do you handle he complains?
= Well are off by lenin
TRACK 17
= tar off by lin. ty co alle
as much Information about the
problem as an. Ihe antomer
reacting o a mike we've made! If
o, ask ow we can come the
Intake f the customer I sting
ve ala service, o find ot
Sach whee the customer neds
‘We may ofr something hat il he
sed, br he cun jot hn
tore oft
Whar about the problems for which
vou dont ave a quick fix
— Those ar the ones hat end pin the
notebook. ave bemonthiy
meet wth teat eer oll
our econ ares — ticketing
sos food service, pilot round
crew — you aie 1 We ol up out
sleeves amd ty to come up with
‘olution to anything that’s
Preventing fom giving topan
= You've spoken guitar about the
duty your employees. Wha
¿o yos do that ether ains doit!
Because we were bl to bay all our
ala new and inves easly m
technology rom day one we wee
abeto develop model in which we
required fewer employe per aline
vo compl dite un With fever
employees er plane, you ca
compense people tal well We
aho ser a aie state that
‘wal ily wo for out people
ACTIVITY 6 | TRACK 18
Customer A
~The fod was magnificent. The sal
was extreme efficient, And the
‘eating was suru and comforabl
Fain dey should gee five sas
Business 1 + Audio Serpe
a.
‘ne of out best, Rich
Tes kind of you to Je, But think
yo kn that Fe sn seul
last Ken Newnan It
= Yes, om. Weal have gras respect
foe Ken. He’ a rare bred of managen,
nd we mis hi 1 was oping that
fen develo sina seins
with Ani. Shes top-notch, you
von.
Leon she We jus not
connecting — personally or
profesional
Anita under tof premure to
produce. We al handle tes
era
= Yeah. And Ken handled tal o ll
(hat somehow the wre never orto
He a tough acto follow Listen,
now youve got a oe to ake ee of
in your lat few weeks with us Jus
vend o et you know tha Bi
Davis ad are rly sad ose you
19 We sw jou aa hey pare ofthe
compan’ fre fever we can do
Anything for yo give me à cal OK?
= Thank you, Joe. aly prie
har You and Me, Divs have been
sy oad me. Fm going o mise
working her
Hey — no gua byes quit yet. Weve
gue you for another two weeks, ight?
= Right. Thanks, Joe
= Don’ mension it Rich. Give me a
ing you nce anything
TRACK 15
230 pam, Julie
The jo mot working out
Can you give me sone examples o
hot you mean
Tc heen her sx wees, has’ et
Uhhoh
Het sul ing fr me of dung
the weck to tae care of teloeation
tenes Las week i ws a house
painting roble. This weck 1 Ras
something do with peti is
mire delivered. Is neverending
si hin,
Home, How much tine off ihe
2
asking Ge these his?
Lose week i was hada. This week
he wanes to take aay of
= Tellme about che work he dong for
Tha noc any bete You know we
generate reports mary every wech,
Sight?
-Uhrhuh,
= Well, Dog is sill working on hie
fist ave him Ue extra tee
ease 1 Eno eb mot always ey to
Team a nes pte ut ax week?
There something ius wrong
her
Have you spoken to hin?
= Several times. ve exprese concer,
ve red applying a de presa
1 cnn be patient, bt june
seing all the wrong signal kom
fi,
Link you nes to stare documenting
your communications with Dogon
hoc is bse and hi work
ol. Let tar wa memo eo
him — ce 1 me — und let ace what
Kind of ce e har. ya Hi,
ca help you put a deat coge
= That ke gre, Joe ea
aprecie your bel wih dis
CHAPTER 5
ACTIVITY t | TRACK 16
some sevice stats wth me
hae to dis Bonin.
ow often do ou actually y on one
‘of your planes!
ey to take at ene ow Rights a
week
How do ou sp
eue on toad
spend lt ime talking to the
comen and crew tat tthe
Ick of he plane, all to he Might
tenons tbn go up one and
anocunice to passe hat Fm on
rd and bac Ke pong heh
the ein to help serve sacks
Do you speak with many othe
pewensen?
cual speak o every poseer =
your dine when,
Y coll oo sins ca ike
fo find ou how my customers me
reacting o ur serie. almost.
says endup wich a notebook ill of
Consent, ation — and ao
copla.
How do you handle he complains?
= Well are off by lenin
TRACK 17
= tar off by lin. ty co alle
as much Information about the
problem as an. Ihe antomer
reacting o a mike we've made! If
o, ask ow we can come the
Intake f the customer I sting
ve ala service, o find ot
Sach whee the customer neds
‘We may ofr something hat il he
sed, br he cun jot hn
tore oft
Whar about the problems for which
vou dont ave a quick fix
— Those ar the ones hat end pin the
notebook. ave bemonthiy
meet wth teat eer oll
our econ ares — ticketing
sos food service, pilot round
crew — you aie 1 We ol up out
sleeves amd ty to come up with
‘olution to anything that’s
Preventing fom giving topan
= You've spoken guitar about the
duty your employees. Wha
¿o yos do that ether ains doit!
Because we were bl to bay all our
ala new and inves easly m
technology rom day one we wee
abeto develop model in which we
required fewer employe per aline
vo compl dite un With fever
employees er plane, you ca
compense people tal well We
aho ser a aie state that
‘wal ily wo for out people
ACTIVITY 6 | TRACK 18
Customer A
~The fod was magnificent. The sal
was extreme efficient, And the
‘eating was suru and comforabl
Fain dey should gee five sas
Business 1 + Audio Serpe
a.
TRACK 19.
the wort Pe
ver flown. The strat was ancien,
the aff re. The fool was weiche
We had delays in both directions and
an urvchodaled reci op onthe
vero. The eter of complain set
tothe London office was mord. I.
twas the cheapest ticket Obvio
yon ge char yo pay oc
TRACK 20.
Customer ©
ew wth ehem fr the ir time in
December, anal can a char
(hs rin going places. The fet
is new and modern. The entre crow
as ent fem — met.
Check-in stall figs were on une,
and che ve TV war a deine pls 1
‘TRACK 21
Customer D
The cabin was leon, the sens
combrabl. The food was wonder
taper the deserts, which were
teeter than Pve fad some
restaurants. When we gor o Cancun
and fund that out Kae had ben
pol unt the next moming, the
staffs very hep —they gave us
500 posos each so chat we coud buy
anything we needed ul the usa
wat delivered to our tel. Bes fal
they were paco abou dt — we
it have to fig fr. I sc to
bs sandand procure. Iwas very
Apres by har
‘TRACK 22
Customer E
jos lew wich thom rom NewYork
so Hanbun In a us, his aire
no diferent fom che nos
ines The cain crew jst stood
‘here cating ith eachother when
"bearded No ellos, no ses. The
ofi service was practical
robot Tm going to ey anther
Gamer he nest te I eae
Business + Audio Seine
PRACTICE: CHAPTER 1
EXERCISE 2 | TRACK 23
one
Lien o sc ee of eins, and
sec the coe rating ate.
Far his pric item, woul you
rte purchase a better quality
roduc ata higher pic ora eset
(quality product ata lower pice!
TRACK 24 | Two
‘Where do you ually uy this ype of
products a mal al store, ata
Shopping mal, or on the tent?
TRACK 25 | Three
ow klare you! Are you mam? Do
sou have any children?
TRACK 26 | Four
Whar the highest level education
sou have stained? What wo your fl
chat?
‘TRACK 27 | Five
Tel me more abou where you ive. Do
you ive ict in ab or
a location?
TRACK 28 | six
‘When do you usally by this ep of
oduct — when yousee it on al or
fly hen your supplies have un out
you need moe!
TRACK 29 | Seven
Whar do you doin your fice tine?
What are your hobbies!
TRACK 30 | Eight
hat our ethnic?
TRACK 31 | Nine
Do vou ie in a heavy populated arca?
What are the yen weather an
sessnal patterns where you Te?
TRACK 32 | Ten
wh nes do yo mos enjoy
sealing? Wat your favor
television show?
‘TRACK 33 | Eleven
Are you male o female
TRACK 34 | Twelve
ls bece a pocla brand eat you
toria purchase for this type of|
oder is ot avalado ha is
‘ually your second choice?
PRACTICE: CHAPTER 2 _
EXERCISE 4 | TRACK 35
one
Linen to he comer een he
calpe and cher poses, For ach
ao, decido which satay the
salsero using: hard elo sf el.
se think how god youl lok
sing down the eet this ce
=1 dene hn: Ichi mig bea
Hide too expensive forme.
“Think of a invesens in
suunel. garante yo ve
Les no very practical, cough need
something char ch whole fay can
= docs en for com
cant Beat the as mis
‘Well interested, bt Fn gui o
have to bin aout
We have a special ale going —
$1,000 off new car purchases — bat
‘eh or aay only
1 done think Fm ready to by od:
Fr going to have think abo it
lu make sor you decide
dore the end ofthe wesk, Te price
ve dnc ws based on aspect
sal f $1,500 of the regla pic for
al ee bajo e ende mus fe
days
TRACK 36 | Two
Can I help yout
Yes thanks. in loking or
somthing ro wea to am ce pry,
tant be able o ue i for
other cesos, on. want oak
profesional hu can Do you have
any recomendacion
Sure, This out over hee vey
popular.
rw. nic, bat not eat
‘nha ln Jokin fr
2 How abu his I mew style this
B
the wort Pe
ver flown. The strat was ancien,
the aff re. The fool was weiche
We had delays in both directions and
an urvchodaled reci op onthe
vero. The eter of complain set
tothe London office was mord. I.
twas the cheapest ticket Obvio
yon ge char yo pay oc
TRACK 20.
Customer ©
ew wth ehem fr the ir time in
December, anal can a char
(hs rin going places. The fet
is new and modern. The entre crow
as ent fem — met.
Check-in stall figs were on une,
and che ve TV war a deine pls 1
‘TRACK 21
Customer D
The cabin was leon, the sens
combrabl. The food was wonder
taper the deserts, which were
teeter than Pve fad some
restaurants. When we gor o Cancun
and fund that out Kae had ben
pol unt the next moming, the
staffs very hep —they gave us
500 posos each so chat we coud buy
anything we needed ul the usa
wat delivered to our tel. Bes fal
they were paco abou dt — we
it have to fig fr. I sc to
bs sandand procure. Iwas very
Apres by har
‘TRACK 22
Customer E
jos lew wich thom rom NewYork
so Hanbun In a us, his aire
no diferent fom che nos
ines The cain crew jst stood
‘here cating ith eachother when
"bearded No ellos, no ses. The
ofi service was practical
robot Tm going to ey anther
Gamer he nest te I eae
Business + Audio Seine
PRACTICE: CHAPTER 1
EXERCISE 2 | TRACK 23
one
Lien o sc ee of eins, and
sec the coe rating ate.
Far his pric item, woul you
rte purchase a better quality
roduc ata higher pic ora eset
(quality product ata lower pice!
TRACK 24 | Two
‘Where do you ually uy this ype of
products a mal al store, ata
Shopping mal, or on the tent?
TRACK 25 | Three
ow klare you! Are you mam? Do
sou have any children?
TRACK 26 | Four
Whar the highest level education
sou have stained? What wo your fl
chat?
‘TRACK 27 | Five
Tel me more abou where you ive. Do
you ive ict in ab or
a location?
TRACK 28 | six
‘When do you usally by this ep of
oduct — when yousee it on al or
fly hen your supplies have un out
you need moe!
TRACK 29 | Seven
Whar do you doin your fice tine?
What are your hobbies!
TRACK 30 | Eight
hat our ethnic?
TRACK 31 | Nine
Do vou ie in a heavy populated arca?
What are the yen weather an
sessnal patterns where you Te?
TRACK 32 | Ten
wh nes do yo mos enjoy
sealing? Wat your favor
television show?
‘TRACK 33 | Eleven
Are you male o female
TRACK 34 | Twelve
ls bece a pocla brand eat you
toria purchase for this type of|
oder is ot avalado ha is
‘ually your second choice?
PRACTICE: CHAPTER 2 _
EXERCISE 4 | TRACK 35
one
Linen to he comer een he
calpe and cher poses, For ach
ao, decido which satay the
salsero using: hard elo sf el.
se think how god youl lok
sing down the eet this ce
=1 dene hn: Ichi mig bea
Hide too expensive forme.
“Think of a invesens in
suunel. garante yo ve
Les no very practical, cough need
something char ch whole fay can
= docs en for com
cant Beat the as mis
‘Well interested, bt Fn gui o
have to bin aout
We have a special ale going —
$1,000 off new car purchases — bat
‘eh or aay only
1 done think Fm ready to by od:
Fr going to have think abo it
lu make sor you decide
dore the end ofthe wesk, Te price
ve dnc ws based on aspect
sal f $1,500 of the regla pic for
al ee bajo e ende mus fe
days
TRACK 36 | Two
Can I help yout
Yes thanks. in loking or
somthing ro wea to am ce pry,
tant be able o ue i for
other cesos, on. want oak
profesional hu can Do you have
any recomendacion
Sure, This out over hee vey
popular.
rw. nic, bat not eat
‘nha ln Jokin fr
2 How abu his I mew style this
B
sm and would look very good on
= You think ot
Defic, We ao have something
covet here cha ink you might Ms.
Whar do you think of thi?
-Ob, ie aan, eco Hm. Now
there ae too many cholet
= Well fore you decide, why dont we
look atone more thing. Thi one of
my penal favorites What do os
tank
Yes that nice
y do lp yo find
seeing in you si? Then you can
toy the alten 1 se what ok best
and is nae confor
— That'd be great thanks
TRACK 37 | Three
Hi, Pov interested in buying ew
computer
1 be happy to he What do you
have ini?
= The problem tha in nor very
na technology Im no ally
Sie hat neo.
OK. Le me ak you the What do
ou plant we the computer foe?
‘Well, 14 Me to son ding sach
on the tock marker. My (endo ay
fhe Heres tthe fen way en ger
Tavestmentiftemation,
= Ice very efficent or hae kind of
research, What els do you plan to
sche compute for)
He. Well ny ide wl roby
an play amos of
= Good, Now tha | have an ds of
‘shot you want rows for, Fan give
oran Me of your options.
How mich o
te could range anywhere rom jst,
under $1,000 10 er 53000.
Won, dha bg ge. Id
espec to spend more dh $1,000.
= dor o hink aboot. Why dont
(how you some comparer herein dhe
‘oe hae think would fe goa or
our nee, Then | cn ie you some
cet ferne 1 bing home and
Tevion: We soc all the modes is
ink i wil cot?
4
sing to show you, so you don have
to mah into decison,
TRACK 38 | Four
How much dl yo say thing
1 $2999. 10 ben
Yes tis. And what abou this ons?
=O, this one is jst $1,499 Ie ao
Hin, ke thr bh, but theyre
bi more expensive han what I}
planned w spend
Don't think of as espero
conside can loves.
Real
= Of cone. The valu of quali
pele al only increase wich time,
Tae gt ol vay before
You know: dese ae tng with igh
quality stones wont have them fr
Tong
= Wel | would ike eo bay one, ba Fn
Just nor se about ll thi
= They' both 25% of ight no, ut
the le ends 000.
Tra going 1 have wo take some ine
to dik hour Js lot of
Like Ta, an investment You
an, realy thik se eve od
thse dings yon Boy one day PI
five yo an extra 10% of on the
‘ther ne
Fe sours ike u re deal, or ll
al of money.
Think ofthis way: you'te tig à
rst investment a 35% count
Bat if yu dont bay ray, cane
sante tor Lem ie you the
‘me desl nex dime ou vie
= Wy noe
= Well he se ends tonight and we
only ive he extra 10% oil
“mer ho make a pure
ring the it vs
PRACTICE: CHAPTER 3 —
EXERCISE 2 | TRACK 39
one
Listen de lowing stomens and
estr. Pa chck under he comet
healing indicate facil tement
tha hs fie te seo nl
Ted review anar ofthe
‘veal financial ition a the
Buses a the end oft que.
TRACK 40 | Two
How much money dd we have o
spend in order o make a prof his
TRACK 41 | Three
‘Are we tring nfs into cath And
how are we spending ou ssh?
TRACK 42 | Four
{jut want to see some proof that were
cummin pote
TRACK 43 | Five
Wil hat show the difference between
sac we owe our credito and what
wee invested in the busines?
TRACK 44 | Six
1 would ie to know more deals about
the money coming nt and going oat
‘ofthe company ove the ses
months
PRACTICE: CHAPTER 4
EXERCISE 1 | TRACK 45
one
Listen to ech seer and st he ost
appropriate cage fr har remarks
Ywelcome challenges ad don give up
en the work pt dificult Dec
receive foro opt from y
supervisor and my collages: We work
sry well a ea
TRACK 46 | Two
‘We spent neat half our staffing bet
for the ya replacing employes hat
leu, We may un ino problems at
the end of this year tere no able
pay he homes chat mee promis at
‘he binning ofthe yer
TRACK 47 | Three
Ale doing performance evt
next week for ch of my employes.
Business 1 Audio Seip
= You think ot
Defic, We ao have something
covet here cha ink you might Ms.
Whar do you think of thi?
-Ob, ie aan, eco Hm. Now
there ae too many cholet
= Well fore you decide, why dont we
look atone more thing. Thi one of
my penal favorites What do os
tank
Yes that nice
y do lp yo find
seeing in you si? Then you can
toy the alten 1 se what ok best
and is nae confor
— That'd be great thanks
TRACK 37 | Three
Hi, Pov interested in buying ew
computer
1 be happy to he What do you
have ini?
= The problem tha in nor very
na technology Im no ally
Sie hat neo.
OK. Le me ak you the What do
ou plant we the computer foe?
‘Well, 14 Me to son ding sach
on the tock marker. My (endo ay
fhe Heres tthe fen way en ger
Tavestmentiftemation,
= Ice very efficent or hae kind of
research, What els do you plan to
sche compute for)
He. Well ny ide wl roby
an play amos of
= Good, Now tha | have an ds of
‘shot you want rows for, Fan give
oran Me of your options.
How mich o
te could range anywhere rom jst,
under $1,000 10 er 53000.
Won, dha bg ge. Id
espec to spend more dh $1,000.
= dor o hink aboot. Why dont
(how you some comparer herein dhe
‘oe hae think would fe goa or
our nee, Then | cn ie you some
cet ferne 1 bing home and
Tevion: We soc all the modes is
ink i wil cot?
4
sing to show you, so you don have
to mah into decison,
TRACK 38 | Four
How much dl yo say thing
1 $2999. 10 ben
Yes tis. And what abou this ons?
=O, this one is jst $1,499 Ie ao
Hin, ke thr bh, but theyre
bi more expensive han what I}
planned w spend
Don't think of as espero
conside can loves.
Real
= Of cone. The valu of quali
pele al only increase wich time,
Tae gt ol vay before
You know: dese ae tng with igh
quality stones wont have them fr
Tong
= Wel | would ike eo bay one, ba Fn
Just nor se about ll thi
= They' both 25% of ight no, ut
the le ends 000.
Tra going 1 have wo take some ine
to dik hour Js lot of
Like Ta, an investment You
an, realy thik se eve od
thse dings yon Boy one day PI
five yo an extra 10% of on the
‘ther ne
Fe sours ike u re deal, or ll
al of money.
Think ofthis way: you'te tig à
rst investment a 35% count
Bat if yu dont bay ray, cane
sante tor Lem ie you the
‘me desl nex dime ou vie
= Wy noe
= Well he se ends tonight and we
only ive he extra 10% oil
“mer ho make a pure
ring the it vs
PRACTICE: CHAPTER 3 —
EXERCISE 2 | TRACK 39
one
Listen de lowing stomens and
estr. Pa chck under he comet
healing indicate facil tement
tha hs fie te seo nl
Ted review anar ofthe
‘veal financial ition a the
Buses a the end oft que.
TRACK 40 | Two
How much money dd we have o
spend in order o make a prof his
TRACK 41 | Three
‘Are we tring nfs into cath And
how are we spending ou ssh?
TRACK 42 | Four
{jut want to see some proof that were
cummin pote
TRACK 43 | Five
Wil hat show the difference between
sac we owe our credito and what
wee invested in the busines?
TRACK 44 | Six
1 would ie to know more deals about
the money coming nt and going oat
‘ofthe company ove the ses
months
PRACTICE: CHAPTER 4
EXERCISE 1 | TRACK 45
one
Listen to ech seer and st he ost
appropriate cage fr har remarks
Ywelcome challenges ad don give up
en the work pt dificult Dec
receive foro opt from y
supervisor and my collages: We work
sry well a ea
TRACK 46 | Two
‘We spent neat half our staffing bet
for the ya replacing employes hat
leu, We may un ino problems at
the end of this year tere no able
pay he homes chat mee promis at
‘he binning ofthe yer
TRACK 47 | Three
Ale doing performance evt
next week for ch of my employes.
Business 1 Audio Seip
hye asked upper management for
salary increases foe several of them,
TRACK 48 | Four
Lave a good rato wich my
managen ln not very word about
may performance evaluation noxe
‘mond To prepate forthe etn
sented aking noes anderen a
of thing se accompli and things
Tui to work on improving Im ute
thle wll make our mec more
product and wll hopeflly make a
pe impresdon on my os.
TRACK 49 | Five
We havent heen able co aes the te
Impact of Mate Walt’ dent yt
We know that his knowledge of oo
amines a hs sl wl défile o
replace only we had known that
om dard with certain ayes of
jh we might have Ree ale to
caro bis concer
‘TRACK 50 | Six
Asa superior define fel gs my
response to motivate others y
Seung the example of an employee
ho fly engaged hr week and
Working to achieve dhe company
els
TRACK 51 | Seven
ete implementing ew performance
review system over the mex yan Our
jalo ore urn oe
strengths and nenes a
‘aston 0 chat we can oi
ant for promotions, mios, a
Anal einige and spore
TRACK 52 | Eight
“The company reruns employee who
generate new eas There a pi of
‘reatvgyinovation and teamwork at
aleve ofthe opaca
TRACK 53 | Nine
In adit o unde pen on
incervewing, on candidate travel, and
on lei cots, were alo sec an
‘creme in hin cont and Toe
Business + Audio Sei
oeporunitis har were or er able to
accuracy eau.
TRACK 54 | Ten
AS CEO, | woul ket invite all
sonné o attend a special ening
seston we have sched for ae this
ee We're inert in ining new
seas to help you miente y
employees. By generating nes les and
steps foe rewanling employes. Im
sure that we wl chive the overall
company mision more efficent and
cel
PRACTICE: CHAPTER 5
EXERCISE 2 | TRACK 55
one
Lien ch comment nd eid wt,
sad Pura check the appre
cm
Even when 1 find similar products at
cheaper pies tl purchase his
Tove product agin and ain
Rance she company has great
customer apport What ese of
saving fw dlls ina cots
sou more inthe Tong an!
TRACK 56 | Two
"ow dae when make a large
purine the arcade of the lesperson
‘makes bg diferen, Tha why 1
lias try tose tings fom the
atomes penpective. ty prevent
problems ben poste, and | work
hand o make sur solve problems that
lo eur do my bet to make sate tha
‘ery lent ati] with ur
mode ande
TRACK 57 | Three
Ham wry impressed wih the new
pret Iris on time, in pet
condition, and ct what as
Sspecting Tm defintely going to ell
tends about ir
TRACK 58 | Four
aly el that he slsperson os
able ose things rom my perspective
and ave me eat advice on whe
products would be best for my parar
en
TRACK 59 | Five
Lost even
ro another product
TRACK 60 | Six
lieve hat comer service
employees have 0 be able tose the
Staton fem the customer in of
view and then do whats neenan o
sat hac customer ne we dont
provide rela eri then tomes
vil ind someone ie who wil
in shou chine
15
salary increases foe several of them,
TRACK 48 | Four
Lave a good rato wich my
managen ln not very word about
may performance evaluation noxe
‘mond To prepate forthe etn
sented aking noes anderen a
of thing se accompli and things
Tui to work on improving Im ute
thle wll make our mec more
product and wll hopeflly make a
pe impresdon on my os.
TRACK 49 | Five
We havent heen able co aes the te
Impact of Mate Walt’ dent yt
We know that his knowledge of oo
amines a hs sl wl défile o
replace only we had known that
om dard with certain ayes of
jh we might have Ree ale to
caro bis concer
‘TRACK 50 | Six
Asa superior define fel gs my
response to motivate others y
Seung the example of an employee
ho fly engaged hr week and
Working to achieve dhe company
els
TRACK 51 | Seven
ete implementing ew performance
review system over the mex yan Our
jalo ore urn oe
strengths and nenes a
‘aston 0 chat we can oi
ant for promotions, mios, a
Anal einige and spore
TRACK 52 | Eight
“The company reruns employee who
generate new eas There a pi of
‘reatvgyinovation and teamwork at
aleve ofthe opaca
TRACK 53 | Nine
In adit o unde pen on
incervewing, on candidate travel, and
on lei cots, were alo sec an
‘creme in hin cont and Toe
Business + Audio Sei
oeporunitis har were or er able to
accuracy eau.
TRACK 54 | Ten
AS CEO, | woul ket invite all
sonné o attend a special ening
seston we have sched for ae this
ee We're inert in ining new
seas to help you miente y
employees. By generating nes les and
steps foe rewanling employes. Im
sure that we wl chive the overall
company mision more efficent and
cel
PRACTICE: CHAPTER 5
EXERCISE 2 | TRACK 55
one
Lien ch comment nd eid wt,
sad Pura check the appre
cm
Even when 1 find similar products at
cheaper pies tl purchase his
Tove product agin and ain
Rance she company has great
customer apport What ese of
saving fw dlls ina cots
sou more inthe Tong an!
TRACK 56 | Two
"ow dae when make a large
purine the arcade of the lesperson
‘makes bg diferen, Tha why 1
lias try tose tings fom the
atomes penpective. ty prevent
problems ben poste, and | work
hand o make sur solve problems that
lo eur do my bet to make sate tha
‘ery lent ati] with ur
mode ande
TRACK 57 | Three
Ham wry impressed wih the new
pret Iris on time, in pet
condition, and ct what as
Sspecting Tm defintely going to ell
tends about ir
TRACK 58 | Four
aly el that he slsperson os
able ose things rom my perspective
and ave me eat advice on whe
products would be best for my parar
en
TRACK 59 | Five
Lost even
ro another product
TRACK 60 | Six
lieve hat comer service
employees have 0 be able tose the
Staton fem the customer in of
view and then do whats neenan o
sat hac customer ne we dont
provide rela eri then tomes
vil ind someone ie who wil
in shou chine
15
cquston (a fom acquire () 1 come mo posesion or
mero oft qu We re cr cater cen ce
eng money pert on eh nd depen ang od
‘peel ees (Ch)
(ouh ~ to fon] performance: No ae in ur
corea morada ep os pco fe be he
Compay HS fa an fe uid fi
ne
allowance (1) an amount af money at company nk à
may Tose the future and chides In its aceoun We pol se |
‘eu of SI of eur mern om ea ud, 0 we ge
(me on aan fr ar we Pop ee (Ch 1)
Asse (soma owned an indias r tines ha us
ao an cam reve: The fens esr he
fe bags best le 0 (C 3)
ride (9) e Opa, Sei, an ours a person hs
out somethg Bee Ateo a urge en at
‘he rey sabe wong te core see Kanne
as
balance shes x) dci summary the ner ean
oon ofa buses. hen the end of ea) quarter and yor
The copy efes el lo quero sown by ble
vs ND
balanced scorecard 1) snarl neg margenes stam
10 ete parra For dern popes weed oth
Franc ad opera mesures The bed ad cowed
(ur copy fa notes nd en venda em
ino an fo ona fa ae ant tot en me
ir epica pcs (O3)
body language (pre) nome cos at show wht a
pars ing or fg: Alp be sid tr, ed 8 |
bed as: ete ns roy ona (Ch 3,
Boost) ocres ors (eg. se, proton o price)
pe now mont oat mi or se ao
ph o te of ya (Ch 2)
bottom line (the rae gr showing companys o
prot rose Peg deceo wl ep ope De
‘Spor bam es (Ch 3)
bottom-up budgeting (1) developing de being wth
puren managers ped. hn onsldnig these ed Tor
{ral evi and approval y upper management Te CEO eis
ot unentndng Di ned a sach Sarna a0 dee
to Den hades oprnc (Ch 3)
brainstorm (1) o prtpt ey and spannen à
(ende sf of developing new ean saving poten Aer
sig 0 fen à fen ve nes and vee
(rung eprcee er es (Ch Y
Brand a) te ere gen o prod th corer il
aly and eas recoge The Sem fom Bug de
Soren fs fe ion er. (Ch D
Brand name (a) name preto 3 prod company ied
‘baling comer recogni eo nl ai ad
(mas Det be ows nen de ys hoe opine (CR 1)
budget a) an mania ea ln of how wl pend
money dung sp pero of me Flow at
Cos ni ono coe ofan gas (Ch 3)
76
business plan a)» document desing managen segs
{Swe opel pores ernus, man, The
range vd ps pro fee! bates a er pu
‘he on on (Ch 3)
AGR (Compound Annual Growth Rate) (7) 2
mathe fora fo Sow am compounded ys vs
Simple average The CAGA à ef at fo eg Pow
Coni fro sho performed dm e ae re
sd (Ch 3)
capture (+) to uke by fore or pero aeg y e df
ee Ose monica hs eared 88% of the merke fi
repara motes ad aon (Ch. 1)
cashflow statement) a document ig dede maney
‘rng and gang out à company arg a specie une
paris. Me a ow suet ns Det tor ae Joe
(reson me (CR 3
lose a sale prose) tree he fl tp of he eng
ras we a con signed ordi fla Te
‘en demande many age 1 ei cr at the
Semen wand de mo ee ue te (Ch. 2)
commission 1) fe or percentage of se price pd à
spero or gene Ou soe ram tated mu
protect os posible coh mone ease ey oe Ps yan
(a
comment 1) expresion ol ong non to do
someting or re à car manner: Of hor ade 8
mmc evento y fate ay epa (Cr 4)
compatible ay work or ve ter in
Harman The ew epee fe ohh of baby wh
the alas ad ot fe fm (Ch 4)
‘compecive vantage (pros) someting ar slows 2
Company 1 be more succes parr rs an te
ompetter: Ou acces o Nat. oo mab ess
‘cy (Ch 5)
‘competitor (9) fon compete () ty to do a peso.
product ora compar for enter, mt ro a,
‘Sate: poi: Ou company tn fr oyo pro
ane hy nd cure atmen Fr ur pros fo
cr comprar, (Ch 5)
complaint (na satemertin whieh someone stes onan,
Stan or apps het something Gir
oise mecs cer ne od ono
ad norte (Ch 5)
corporate culture) te ess, as, and eo hun
a orga: Pd tp py sto service and
Sofia hey vas e ee o e
cepa (CR 4)
customer loaly a ps) company rtp bg
Song eons wich customer o they repented pce
products and recommend them o ers Acq temes
feu o expense, ote fn on pro st
ley ren nd par al (CN)
Business L + Glossary
YN
Y
4
mero oft qu We re cr cater cen ce
eng money pert on eh nd depen ang od
‘peel ees (Ch)
(ouh ~ to fon] performance: No ae in ur
corea morada ep os pco fe be he
Compay HS fa an fe uid fi
ne
allowance (1) an amount af money at company nk à
may Tose the future and chides In its aceoun We pol se |
‘eu of SI of eur mern om ea ud, 0 we ge
(me on aan fr ar we Pop ee (Ch 1)
Asse (soma owned an indias r tines ha us
ao an cam reve: The fens esr he
fe bags best le 0 (C 3)
ride (9) e Opa, Sei, an ours a person hs
out somethg Bee Ateo a urge en at
‘he rey sabe wong te core see Kanne
as
balance shes x) dci summary the ner ean
oon ofa buses. hen the end of ea) quarter and yor
The copy efes el lo quero sown by ble
vs ND
balanced scorecard 1) snarl neg margenes stam
10 ete parra For dern popes weed oth
Franc ad opera mesures The bed ad cowed
(ur copy fa notes nd en venda em
ino an fo ona fa ae ant tot en me
ir epica pcs (O3)
body language (pre) nome cos at show wht a
pars ing or fg: Alp be sid tr, ed 8 |
bed as: ete ns roy ona (Ch 3,
Boost) ocres ors (eg. se, proton o price)
pe now mont oat mi or se ao
ph o te of ya (Ch 2)
bottom line (the rae gr showing companys o
prot rose Peg deceo wl ep ope De
‘Spor bam es (Ch 3)
bottom-up budgeting (1) developing de being wth
puren managers ped. hn onsldnig these ed Tor
{ral evi and approval y upper management Te CEO eis
ot unentndng Di ned a sach Sarna a0 dee
to Den hades oprnc (Ch 3)
brainstorm (1) o prtpt ey and spannen à
(ende sf of developing new ean saving poten Aer
sig 0 fen à fen ve nes and vee
(rung eprcee er es (Ch Y
Brand a) te ere gen o prod th corer il
aly and eas recoge The Sem fom Bug de
Soren fs fe ion er. (Ch D
Brand name (a) name preto 3 prod company ied
‘baling comer recogni eo nl ai ad
(mas Det be ows nen de ys hoe opine (CR 1)
budget a) an mania ea ln of how wl pend
money dung sp pero of me Flow at
Cos ni ono coe ofan gas (Ch 3)
76
business plan a)» document desing managen segs
{Swe opel pores ernus, man, The
range vd ps pro fee! bates a er pu
‘he on on (Ch 3)
AGR (Compound Annual Growth Rate) (7) 2
mathe fora fo Sow am compounded ys vs
Simple average The CAGA à ef at fo eg Pow
Coni fro sho performed dm e ae re
sd (Ch 3)
capture (+) to uke by fore or pero aeg y e df
ee Ose monica hs eared 88% of the merke fi
repara motes ad aon (Ch. 1)
cashflow statement) a document ig dede maney
‘rng and gang out à company arg a specie une
paris. Me a ow suet ns Det tor ae Joe
(reson me (CR 3
lose a sale prose) tree he fl tp of he eng
ras we a con signed ordi fla Te
‘en demande many age 1 ei cr at the
Semen wand de mo ee ue te (Ch. 2)
commission 1) fe or percentage of se price pd à
spero or gene Ou soe ram tated mu
protect os posible coh mone ease ey oe Ps yan
(a
comment 1) expresion ol ong non to do
someting or re à car manner: Of hor ade 8
mmc evento y fate ay epa (Cr 4)
compatible ay work or ve ter in
Harman The ew epee fe ohh of baby wh
the alas ad ot fe fm (Ch 4)
‘compecive vantage (pros) someting ar slows 2
Company 1 be more succes parr rs an te
ompetter: Ou acces o Nat. oo mab ess
‘cy (Ch 5)
‘competitor (9) fon compete () ty to do a peso.
product ora compar for enter, mt ro a,
‘Sate: poi: Ou company tn fr oyo pro
ane hy nd cure atmen Fr ur pros fo
cr comprar, (Ch 5)
complaint (na satemertin whieh someone stes onan,
Stan or apps het something Gir
oise mecs cer ne od ono
ad norte (Ch 5)
corporate culture) te ess, as, and eo hun
a orga: Pd tp py sto service and
Sofia hey vas e ee o e
cepa (CR 4)
customer loaly a ps) company rtp bg
Song eons wich customer o they repented pce
products and recommend them o ers Acq temes
feu o expense, ote fn on pro st
ley ren nd par al (CN)
Business L + Glossary
YN
Y
4
|
1
customer satiation (1) he post eins experience by
stone wh rer wa producto sance when y reac
hate want or nnd Lat, mares tans
Feu nd ses e da vr cry no ef fd wap
Sen cone oy CR)
customer service (nthe proces ta occur when 3 company
‘apport cor by prod format, nun. and
responses o questo nd compl o e prods oe
Feres: Won camping predic ra ar may bay
Foe company mth ete ata ke re (Ch 3)
customer service orientacion (a) acu ht pues
"stoma serie ad lación pros. The at
‘gain ete a Nee repress op ná pe
y o ad fort piges Cantar ee he
conn ets oa (CN
demographies (1) ite! a nd 06 normar on à
podas ing ge, gender and come eos He
Lore ie eeu a 0 ge conne me cn po
dei o aren weg (Ch Y
direct marketing +) sones where e ser oc
Den armer dcir a er Partie nes lor
Eater mid don mal o dec mate (Ch 1)
‘iret report) te prin a manager spe wis
reponse e. dect of he foe epreer vel no
[eos hs deep meted ans pe (Ch 4)
‘istribution channels () organza a people aves
Apr fr mow tes rom producer to buys: en
Indes cout flr mare compe ces fy ech
‘Gt chat ond sl ees for ape (Ch 1)
‘do one’s homework (pr) restar or propre in
‘hance: Bs done hamma fre mi ao
roi cho coro ane dro et god eel (Ch. 2) À
‘equity (nthe apa» company has rom hres (as opposed to
GER Me ven och mre tlw me comp ue
ely ene of nto once me part (Ch)
nancial statement (1 a document showing he ae
poten af Bons oer sth end ofeach quer and Yor
The company seno fra tement esos is
gure (On)
focus group (a) ever consum brought together by a
company for he prone ol condón maras eses, at
yor pope of in Ios sed wate te fen
a of cond and to soy whe ed bet ch ad ond
hr (ER D
follow up) © poise mor cate e nd ut rene ab
meting sk ny So lon wh each sores mont
(ler pre o oy ey ae wth pod ord
{of ect Owe’ nein we em fo Bor (Cr)
forecast (9) a description l expects forthe are Bed
on eurent normavon: so eo 1 mae cart fact
on ame demnd fe eno po (e) 1 make à
Siemon deserting expectant forthe ar band on coment |
deceso We feat prom of 35% fees par (Ch 3).
{rom seratch (res o make or creat some ut
Ur ag Ut was ren prepared or develop.
(Gets ond Pad Alen but were empre fra (Ch. 9)
Bosiness 1 + Glomary
generate (1) 1 ene or produce Rao ote pra
‘ea 30 of ose (Ch 1)
_Beographic coverage) the are ni product or
Fee deere We hover hod mah xen ane he
‘sani cms fer pod beyond Now Yr
reveló ana (OX 1)
‘et carried sway poy) e very ec Dat at
‘tin ob tno tl os are tefl. o
nde berets door wig (Ch Y)
et one's house in order (pr) o prov he process
And workings of an est e ori: We med sta
tate naif pr etn eo ones ps
vee (Ch D
et up o speed (pos) o workin ode to each te
propre oncle o wrod ops ja
The ew tone pt land es wees, wih Pte
im nly ls seno empese tee of ht
puras psn (ch 4)
ie up eto sure or rings Mark ga
Sono, po ets sped more tne mi ha en (Ch 2)
80 up agaist prs) wo compete wi Wea gar
i oe bas e dy weh U nw rode (Oh D
guess ag (space) gls at one rt amp war
Compay mar on tene ome? Na ot ree
Ga (Ch 5)
and 0 (someone) (pow) ve creat semen or
‘Seeding Ua was done wa We hve bande De rit
comen ar. They deed ecc win ey Bomted od
Jos tre en pod (Ch 1)
hard sel pros) te pace of wg rm presse o
parade à tome toby someting Te def SA werk
‘eT, Te hore man pt, es ete he
became te prod (Ch 2)
hold on (ps) stop or wi Hakan mer att
reste. (Ch 2)
human resources (HR) department (1) e depreme
morgen focısd on manapg, ang, and poring
tempore: Pare co HR fr uri eng med bee
es
Ina nuts presi) very bi or na fo words
Her wt ne nae aati arar on day Det pa
mor scan um. (Ch)
Income statement (1) documen sho deta of money
med ee pent dung arc prod o um Te ae
Semen stows rex come a yar tpl comer st
EICH
Intercoe sure (1) proces of coc marking a kom
comer y pp em a pros oa, us
Shopping mals and poc nore One debo at
ar tax ey cow tees I ne mms fi
‘pres any opa. 1)
nern (a someone, ply» tude, ho worin ob or
shor tine opa professional esperen: eco some à ur
Pro coun we play ee esp hone he
asad ras voa (Ch 4)
n
1
customer satiation (1) he post eins experience by
stone wh rer wa producto sance when y reac
hate want or nnd Lat, mares tans
Feu nd ses e da vr cry no ef fd wap
Sen cone oy CR)
customer service (nthe proces ta occur when 3 company
‘apport cor by prod format, nun. and
responses o questo nd compl o e prods oe
Feres: Won camping predic ra ar may bay
Foe company mth ete ata ke re (Ch 3)
customer service orientacion (a) acu ht pues
"stoma serie ad lación pros. The at
‘gain ete a Nee repress op ná pe
y o ad fort piges Cantar ee he
conn ets oa (CN
demographies (1) ite! a nd 06 normar on à
podas ing ge, gender and come eos He
Lore ie eeu a 0 ge conne me cn po
dei o aren weg (Ch Y
direct marketing +) sones where e ser oc
Den armer dcir a er Partie nes lor
Eater mid don mal o dec mate (Ch 1)
‘iret report) te prin a manager spe wis
reponse e. dect of he foe epreer vel no
[eos hs deep meted ans pe (Ch 4)
‘istribution channels () organza a people aves
Apr fr mow tes rom producer to buys: en
Indes cout flr mare compe ces fy ech
‘Gt chat ond sl ees for ape (Ch 1)
‘do one’s homework (pr) restar or propre in
‘hance: Bs done hamma fre mi ao
roi cho coro ane dro et god eel (Ch. 2) À
‘equity (nthe apa» company has rom hres (as opposed to
GER Me ven och mre tlw me comp ue
ely ene of nto once me part (Ch)
nancial statement (1 a document showing he ae
poten af Bons oer sth end ofeach quer and Yor
The company seno fra tement esos is
gure (On)
focus group (a) ever consum brought together by a
company for he prone ol condón maras eses, at
yor pope of in Ios sed wate te fen
a of cond and to soy whe ed bet ch ad ond
hr (ER D
follow up) © poise mor cate e nd ut rene ab
meting sk ny So lon wh each sores mont
(ler pre o oy ey ae wth pod ord
{of ect Owe’ nein we em fo Bor (Cr)
forecast (9) a description l expects forthe are Bed
on eurent normavon: so eo 1 mae cart fact
on ame demnd fe eno po (e) 1 make à
Siemon deserting expectant forthe ar band on coment |
deceso We feat prom of 35% fees par (Ch 3).
{rom seratch (res o make or creat some ut
Ur ag Ut was ren prepared or develop.
(Gets ond Pad Alen but were empre fra (Ch. 9)
Bosiness 1 + Glomary
generate (1) 1 ene or produce Rao ote pra
‘ea 30 of ose (Ch 1)
_Beographic coverage) the are ni product or
Fee deere We hover hod mah xen ane he
‘sani cms fer pod beyond Now Yr
reveló ana (OX 1)
‘et carried sway poy) e very ec Dat at
‘tin ob tno tl os are tefl. o
nde berets door wig (Ch Y)
et one's house in order (pr) o prov he process
And workings of an est e ori: We med sta
tate naif pr etn eo ones ps
vee (Ch D
et up o speed (pos) o workin ode to each te
propre oncle o wrod ops ja
The ew tone pt land es wees, wih Pte
im nly ls seno empese tee of ht
puras psn (ch 4)
ie up eto sure or rings Mark ga
Sono, po ets sped more tne mi ha en (Ch 2)
80 up agaist prs) wo compete wi Wea gar
i oe bas e dy weh U nw rode (Oh D
guess ag (space) gls at one rt amp war
Compay mar on tene ome? Na ot ree
Ga (Ch 5)
and 0 (someone) (pow) ve creat semen or
‘Seeding Ua was done wa We hve bande De rit
comen ar. They deed ecc win ey Bomted od
Jos tre en pod (Ch 1)
hard sel pros) te pace of wg rm presse o
parade à tome toby someting Te def SA werk
‘eT, Te hore man pt, es ete he
became te prod (Ch 2)
hold on (ps) stop or wi Hakan mer att
reste. (Ch 2)
human resources (HR) department (1) e depreme
morgen focısd on manapg, ang, and poring
tempore: Pare co HR fr uri eng med bee
es
Ina nuts presi) very bi or na fo words
Her wt ne nae aati arar on day Det pa
mor scan um. (Ch)
Income statement (1) documen sho deta of money
med ee pent dung arc prod o um Te ae
Semen stows rex come a yar tpl comer st
EICH
Intercoe sure (1) proces of coc marking a kom
comer y pp em a pros oa, us
Shopping mals and poc nore One debo at
ar tax ey cow tees I ne mms fi
‘pres any opa. 1)
nern (a someone, ply» tude, ho worin ob or
shor tine opa professional esperen: eco some à ur
Pro coun we play ee esp hone he
asad ras voa (Ch 4)
n
Jump outa (pas) whe someting more ness an
DE ee andi posaba roe Tred ence
[mbt me fe oman he whe emp pd an ek
(as
lees Just say ees) à phrase used to a someting
Inde or see Im ot lowe mac ho me ed
(phe ye ba dt a 4 de rol cote at we ok
ced to gee (Ch. 2)
Habe (a) money unes owe: Te sir” ate
ica nk ton od mz (Ch D
logis (a) e rang plata, an coordination of
theres of bares or ober operat: Woo fect o
comple un, ii ae par se a wth
cy
market share) esse of prod’ les compare to
| compenors ten depui partages Aton pact
Musso ly o 89% ato he fre at de
us nn
sion (1) purpose: os Ou main à ponte nt
en on fre pre (Ch 9)
motivate (4) 1 encourage o prove a resto odo something
The ott ror od sc ve prog wl ate
elas wae ere ar (Er 4)
| motivator (n someto Bat makes à consumer beau à
rt way: Sarr bad ut ernennen
fr comet wech fo weg pei. (Ch)
negotiate) es or bar with anote perio a oder to
| né agree Unppg in a reto pre. e cmo
gua 10% he blr mung e uch (2)
neverending (9) eng contour vor ar My on
ad no mon ma um sot on fo oh o
"res las ple oe et dy (CR 4)
on board repina pre) on an ape sp boat. ec
Bree he wet ipl of de ip mos on en en
a etek (Ch 5)
‘one way or another ces apa ed to say ha
‘ums: On yaa we are cor le dt fe Me
Anden pen by endef day (CD)
open-ended response (2) an anew at ore ana simple |
Yes or nos We ii er a mary of te qe our
ar equ encod nats eg oh fran
rps about ur tomer parejas (Ch Y)
PL (prof and oss) (n sc denon or income ment
Ce
perception 1) he way consumers fs az company ce
Produ Mere comme pecans of corpo ete fc
Yeon er he doing oS (C1)
Performance assessment mation review prt) à
ecg between an employe anda pen to dass work
‘nk gous and fae ps o e ereloee’s poston The
eer evo proces en reed et fin om
Fonte ld nt tcs on om er com (CA |
persevere (6 conte gto do someting even tough
E atenga or ete Te prendas er pre M |
em eve gh is pen wo et supper (Ch 4)
28
Plummet +) 10 (a or do sei: On prat na
(mann cos sos ri, pes fou DID
Pes bee (Cn)
pra.) 0 pe pone ccc any play ten
y de Gent mark hy Ion Bet hy pect ord
‘oud ER
product Ikerature (a. hrs) romoucns mtl prepared
Fy company for poental ges Te peda ange cars
Bell formato ait he fre made ot. (Ch
probe (m) sun e dere of rund cet ina
ins ah Ou fic rre recy wh in
reden of Sve eating mare tte at eo (CA 5)
‘promotion (9) à met à bear: Wi prams Ba ge
tose on renos pris (Ch 4)
‘promotion an ay tended inpro ses of rode
‘oe opc ant oh ef he ete
kof of or sez ft (Ch)
Prospect)» poten buyer fu e o ge o
‘ued le he wl e rere ey o o coje podre
you mods (Ch 2)
Psychographes (1) des bout he sions and Bears of
2 rep people Te pani le pe ed dete
y ae crete nd mi at pnd wal some 0
eds (N)
Publ relation (e che la organ in promo
Fw Vez ul and is scence: We or acond ble
‘Seam re ergo no ET
Pall [cometan] of prs) wo succeed in dar someto
hater ordi Semcon. ey aed ao poes ys
han eo ee our ny pone ge lo (CS)
al into (prone) to de à vie o à plc: ati de
Ding loo meso me CR 2)
put pressure on phox) to fore someone dos
oe wel pr ok but my ment a ee in
saan me comple th ee fs (CA 3)
qualitative research (formation cotecton fr maras
pose to determin people den, price. and
‘notations tae fled 1 rate Po sas re
Seto for quae seh ce gr he br
esos of crass msn mac 1 pe company
Serves (ON
ante rs) rc cn or maa
Erandio Ls Taylor poe 0 bt
of wo eave inch (Ch 1)
cule) ose nd aempr ac anes or
Colomer We te es ent eo a
(ea nen pds (Ch 4)
Feloral(s)roconmendnion A ula fa o mo fds
me crane Uo teo commet (Ch. 2)
elas sal. Pa) rem produc 1 eng
Otmar ou a fen nese ted by sin ut
comes aa as proc psa (Ch. 2)
7"
DE ee andi posaba roe Tred ence
[mbt me fe oman he whe emp pd an ek
(as
lees Just say ees) à phrase used to a someting
Inde or see Im ot lowe mac ho me ed
(phe ye ba dt a 4 de rol cote at we ok
ced to gee (Ch. 2)
Habe (a) money unes owe: Te sir” ate
ica nk ton od mz (Ch D
logis (a) e rang plata, an coordination of
theres of bares or ober operat: Woo fect o
comple un, ii ae par se a wth
cy
market share) esse of prod’ les compare to
| compenors ten depui partages Aton pact
Musso ly o 89% ato he fre at de
us nn
sion (1) purpose: os Ou main à ponte nt
en on fre pre (Ch 9)
motivate (4) 1 encourage o prove a resto odo something
The ott ror od sc ve prog wl ate
elas wae ere ar (Er 4)
| motivator (n someto Bat makes à consumer beau à
rt way: Sarr bad ut ernennen
fr comet wech fo weg pei. (Ch)
negotiate) es or bar with anote perio a oder to
| né agree Unppg in a reto pre. e cmo
gua 10% he blr mung e uch (2)
neverending (9) eng contour vor ar My on
ad no mon ma um sot on fo oh o
"res las ple oe et dy (CR 4)
on board repina pre) on an ape sp boat. ec
Bree he wet ipl of de ip mos on en en
a etek (Ch 5)
‘one way or another ces apa ed to say ha
‘ums: On yaa we are cor le dt fe Me
Anden pen by endef day (CD)
open-ended response (2) an anew at ore ana simple |
Yes or nos We ii er a mary of te qe our
ar equ encod nats eg oh fran
rps about ur tomer parejas (Ch Y)
PL (prof and oss) (n sc denon or income ment
Ce
perception 1) he way consumers fs az company ce
Produ Mere comme pecans of corpo ete fc
Yeon er he doing oS (C1)
Performance assessment mation review prt) à
ecg between an employe anda pen to dass work
‘nk gous and fae ps o e ereloee’s poston The
eer evo proces en reed et fin om
Fonte ld nt tcs on om er com (CA |
persevere (6 conte gto do someting even tough
E atenga or ete Te prendas er pre M |
em eve gh is pen wo et supper (Ch 4)
28
Plummet +) 10 (a or do sei: On prat na
(mann cos sos ri, pes fou DID
Pes bee (Cn)
pra.) 0 pe pone ccc any play ten
y de Gent mark hy Ion Bet hy pect ord
‘oud ER
product Ikerature (a. hrs) romoucns mtl prepared
Fy company for poental ges Te peda ange cars
Bell formato ait he fre made ot. (Ch
probe (m) sun e dere of rund cet ina
ins ah Ou fic rre recy wh in
reden of Sve eating mare tte at eo (CA 5)
‘promotion (9) à met à bear: Wi prams Ba ge
tose on renos pris (Ch 4)
‘promotion an ay tended inpro ses of rode
‘oe opc ant oh ef he ete
kof of or sez ft (Ch)
Prospect)» poten buyer fu e o ge o
‘ued le he wl e rere ey o o coje podre
you mods (Ch 2)
Psychographes (1) des bout he sions and Bears of
2 rep people Te pani le pe ed dete
y ae crete nd mi at pnd wal some 0
eds (N)
Publ relation (e che la organ in promo
Fw Vez ul and is scence: We or acond ble
‘Seam re ergo no ET
Pall [cometan] of prs) wo succeed in dar someto
hater ordi Semcon. ey aed ao poes ys
han eo ee our ny pone ge lo (CS)
al into (prone) to de à vie o à plc: ati de
Ding loo meso me CR 2)
put pressure on phox) to fore someone dos
oe wel pr ok but my ment a ee in
saan me comple th ee fs (CA 3)
qualitative research (formation cotecton fr maras
pose to determin people den, price. and
‘notations tae fled 1 rate Po sas re
Seto for quae seh ce gr he br
esos of crass msn mac 1 pe company
Serves (ON
ante rs) rc cn or maa
Erandio Ls Taylor poe 0 bt
of wo eave inch (Ch 1)
cule) ose nd aempr ac anes or
Colomer We te es ent eo a
(ea nen pds (Ch 4)
Feloral(s)roconmendnion A ula fa o mo fds
me crane Uo teo commet (Ch. 2)
elas sal. Pa) rem produc 1 eng
Otmar ou a fen nese ted by sin ut
comes aa as proc psa (Ch. 2)
7"
relia (a) he guy of ein dependa, amor oF
Seu The lity of be Hens ar made o yl temer f |
Fo alé He hos one ever reach hs prom o wel
‘fe jos efes ecm e rad (Ch 3)
repent business (n) when customer or een ens 03
partir company to pre ater pod or ere
Ou rs has tom a rod ter zn he
tomer la y mony e e aer (Ch)
retention (n) fm eta (1) ha ot ol: Bard
Inder or o xr tr tn ec hc ny
tute oper mer soca compete rae (Ch)
is tolerance 1) be amount of porene darse oe
rps ets smear wig o acepin ode to he
3 Pose ctcome: Pr sk sen lol am pics
roro ap con poa cora, sean er men e
‘Genter ston dear. (C 1)
roll up ones sleeves (por) o prepare 1 d ul wore
We fea bt of pet fr he mange of a dorment
scone he wig oi eso ut en wee
ego meto ddr (On 8)
sales campaign (a Dice) sis of ere or ces
ip tores sl Te non caro à ts
th oth ret wh pr on ch ia ndo mu
(cn
sales representative) ps) a person whose fob sto
parue poste t buy company produc: Te ses fom |
Bea der met e een dr ar enge
css (Ch 2)
schmooze) chat sant wi someone othe purpose
‘Steaua andy rior He ese cies wth
‘ers bee ang as (ER D
actor (n parse par oa mart: We we TY commet
terete mer te wee oben a o.
Spel megane ná ns o ec ies tos. (CN 1)
sense ol belonging (esi) cg ban com o
And paro group: Orson sess hove ben ds hp
ayo ete at eee ee.
service profit chan (a) the resort benne employee
‘austin customer loa rd potato ach of te kof
be ere ich na eng roe ruth
ais (CR 8)
o Ortcomin (7) à weakest or ck He bones Pi
nam 2 spean wii eng os pin de
ia (Cn)
‘stam (a) sen drop in pie vor quant: Tee has
Ione aa innen mir (Ch 2)
‘soar (1) 1 fy upward pi, a Demand fir mabe
Pres hs o er (CA 2)
of nl (1) ie pace of encouragng and perdi, bu not
presu, customer Bere the iter Oued ive er
Ferri de am ved de al ithe (Ch 2),
Stating (fn staf) o rode te employes fan
ra: Te company espe to nacos aby 10% 0
rca
strate (1) plan for sheng oat We mu ente cs
reg company expenses (Ch. 3)
subordinate (à person louer posto an wih st
uy another in an pation The den marae s
pon fr ereng cry Ky usa (Ch)
‘SWOT anal (n) tem or cris à company at
hace on srg, weakness, pores a es We
val cry esto SWOT ana bef rai ht a
man
at a stab at (something (e pr) ve no oc
bc ew le ab a (Ch 1)
tale of poe) 1 mee become vce Te row
Inet company af so fe sel ees ab
Spread be mar mwas (Ch 4)
‘ake the plunge (pv) o make» dein to d something
Ph ee ie hs ye
target audience customer) people master re
‘epg reich Te umge cc fo: Os mago pce
en ea a pe (Ch)
tobe gong places (+ pre) robe mag road tant
‘neces na profesion, bald, rind: MAN hood Bancs
‘ene, bendy prety and a gro ks, ne ape
(he Lester go lcs (Ch 5)
top-down budgeting (0) developing» bude bain wth
Upper managment rane pose whch ae ther
‘epareerl Dust Te EO ond JO ar soy wn of
‘he dci tay nr corpo mon. Dey eee +
mn estero, (Ch)
top-notch a) the very best We oe repre pay
coles fo ch ere (Ch 4)
‘rap (e) 50 cb or ol na pena sation vi o ey
escape La fc pad nor he ward ue o long om
op fs aes 208 na frig om (Ch
trend) the goer wy ui stato ng or
esp, Te ron ent fies tw o poste a
mece dy. (Ch 3)
urmover 0) fre or rato at represen worker
repas overs pn prod tn Dut oe eg hae
(elon poy code dest weg on, erp
Be no very hh (Ch 4)
Viewpoin actores (ha stars thnk or ble:
Wher we examine or see ccs ná oars we cone
‘ech fa tamara sere ero (O)
warranty (1) wen prat geno 3 comer by de
Sele or manure fr repent paso rpa sc or
nated paros f tne: nor ae 1 uy CD Boe pare or
fee bone hw ua CR)
you name e ope) sages hat ming one an ko
{id woul be pose o lun: es can fo very nef
‘he din he werd in ew Yor y nae Verte
estan tes (OS)
Seu The lity of be Hens ar made o yl temer f |
Fo alé He hos one ever reach hs prom o wel
‘fe jos efes ecm e rad (Ch 3)
repent business (n) when customer or een ens 03
partir company to pre ater pod or ere
Ou rs has tom a rod ter zn he
tomer la y mony e e aer (Ch)
retention (n) fm eta (1) ha ot ol: Bard
Inder or o xr tr tn ec hc ny
tute oper mer soca compete rae (Ch)
is tolerance 1) be amount of porene darse oe
rps ets smear wig o acepin ode to he
3 Pose ctcome: Pr sk sen lol am pics
roro ap con poa cora, sean er men e
‘Genter ston dear. (C 1)
roll up ones sleeves (por) o prepare 1 d ul wore
We fea bt of pet fr he mange of a dorment
scone he wig oi eso ut en wee
ego meto ddr (On 8)
sales campaign (a Dice) sis of ere or ces
ip tores sl Te non caro à ts
th oth ret wh pr on ch ia ndo mu
(cn
sales representative) ps) a person whose fob sto
parue poste t buy company produc: Te ses fom |
Bea der met e een dr ar enge
css (Ch 2)
schmooze) chat sant wi someone othe purpose
‘Steaua andy rior He ese cies wth
‘ers bee ang as (ER D
actor (n parse par oa mart: We we TY commet
terete mer te wee oben a o.
Spel megane ná ns o ec ies tos. (CN 1)
sense ol belonging (esi) cg ban com o
And paro group: Orson sess hove ben ds hp
ayo ete at eee ee.
service profit chan (a) the resort benne employee
‘austin customer loa rd potato ach of te kof
be ere ich na eng roe ruth
ais (CR 8)
o Ortcomin (7) à weakest or ck He bones Pi
nam 2 spean wii eng os pin de
ia (Cn)
‘stam (a) sen drop in pie vor quant: Tee has
Ione aa innen mir (Ch 2)
‘soar (1) 1 fy upward pi, a Demand fir mabe
Pres hs o er (CA 2)
of nl (1) ie pace of encouragng and perdi, bu not
presu, customer Bere the iter Oued ive er
Ferri de am ved de al ithe (Ch 2),
Stating (fn staf) o rode te employes fan
ra: Te company espe to nacos aby 10% 0
rca
strate (1) plan for sheng oat We mu ente cs
reg company expenses (Ch. 3)
subordinate (à person louer posto an wih st
uy another in an pation The den marae s
pon fr ereng cry Ky usa (Ch)
‘SWOT anal (n) tem or cris à company at
hace on srg, weakness, pores a es We
val cry esto SWOT ana bef rai ht a
man
at a stab at (something (e pr) ve no oc
bc ew le ab a (Ch 1)
tale of poe) 1 mee become vce Te row
Inet company af so fe sel ees ab
Spread be mar mwas (Ch 4)
‘ake the plunge (pv) o make» dein to d something
Ph ee ie hs ye
target audience customer) people master re
‘epg reich Te umge cc fo: Os mago pce
en ea a pe (Ch)
tobe gong places (+ pre) robe mag road tant
‘neces na profesion, bald, rind: MAN hood Bancs
‘ene, bendy prety and a gro ks, ne ape
(he Lester go lcs (Ch 5)
top-down budgeting (0) developing» bude bain wth
Upper managment rane pose whch ae ther
‘epareerl Dust Te EO ond JO ar soy wn of
‘he dci tay nr corpo mon. Dey eee +
mn estero, (Ch)
top-notch a) the very best We oe repre pay
coles fo ch ere (Ch 4)
‘rap (e) 50 cb or ol na pena sation vi o ey
escape La fc pad nor he ward ue o long om
op fs aes 208 na frig om (Ch
trend) the goer wy ui stato ng or
esp, Te ron ent fies tw o poste a
mece dy. (Ch 3)
urmover 0) fre or rato at represen worker
repas overs pn prod tn Dut oe eg hae
(elon poy code dest weg on, erp
Be no very hh (Ch 4)
Viewpoin actores (ha stars thnk or ble:
Wher we examine or see ccs ná oars we cone
‘ech fa tamara sere ero (O)
warranty (1) wen prat geno 3 comer by de
Sele or manure fr repent paso rpa sc or
nated paros f tne: nor ae 1 uy CD Boe pare or
fee bone hw ua CR)
you name e ope) sages hat ming one an ko
{id woul be pose o lun: es can fo very nef
‘he din he werd in ew Yor y nae Verte
estan tes (OS)
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