高级商务英语口试知识点总结.doc

Teamworkl Mutual trust/understanding: bring out the potentials and creativities of individuall Co-operation: make collective efforts to achieve the common objectivesl Communication: overall purpose; feedback, correct mistakes, encourage; open in sharing information, reactions/interactivel Outdoor activities/team building games: increase personal awareness of abilities, add funl Training: nurture team dynamics, better understanding, acquire skillsReductions in costl Planning/budgetl Develop a sound expenses claim system l Good internal management/overheads: minimize waste, avoid areas where duplicate activities performed; involve all staff members, directly related to their welfarel Improve efficiency: introduce some high-tech equipment and techniquesl Arrangement with suppliers: develop stable relationships, business partners, discounts on the basis of more orders/large quantitiesl Long-term effectsl Large-scale productionl Training Heavy workload/stressl Benefits systems/programmes: childcare and nursing care for aging parents, balance work and life, boost morale, enhance commitmentl Time management: organized, feel more at ease with routine workl Trainingl Flexible workingl Constant communication: appreciationl Exercise facilitiesl Psychological consultancy advice: better adjust themselves to work pressurel Pleasant working environment: layout: appropriate use of space, privacy; light, ventilation; spacious and pleasant, productive ; environmental conscious/protection; health and safety; workplace culture: respectl Develop hobbies/leisure activitiesBusiness ethicsl Company culture: conduct transactions with integrity, improve its relations with customers and suppliersl Corporate social responsibility: minimize environmental impacts, efficient management of resources, enhance reputationl Laws and regulatory requirements: in compliance withl Quality: safety, offer compensationInterviewingRecruiting& selectingStaff promotionl Personal quality: sound and fair decision, objective/avoid biases, discrimination; loyalty and responsiblel Qualification: means relevant education, knowledge and abilityl Experience/record of their past performance: adapt to fit in with, fulfill the task skillfully and competently/beautifullyl Impartial : carry out an effective , just and fair promotion policy, avoid discrimination, without regard to race, color and sex, be treated equall Skills: raise questions, appropriate; associate with people from various background; language skillsl Training l Knowing about the company: adapt to the company culture, do good to your future career developmentl Preparation: know interviewers priorities, prepare for questions, confidentl Mission/position: related to the task l Dress properly: look professional, first impression last forever; show respect; look neat and clean; show good taste, appear vulgarl From outside/ external recruitment: bring in new ideas and expertise; expensive, take time to get familiar with things here; discourage the morale and productivity of employeesl From within: show appreciation for employees efforts and good performance, encourage and hold on to good staff; lead to internal conflictl Through recommendations of personal contacts or colleagues: efficient and cost-efficientTrainingl Purposes/needs or goals/topicsl Budget: determines the size ,period, and the choice of trainer and training sitel Employee commitment: respond positively to your investment in their developmentl On-going support: ensure the training achieve better resultsCareer developmentl Objectives: set according to realities, reasonable, specific, measurable; adjust; persistence and determinationl Qualifications: easier to be accepted and acknowledgedl Future trends/market demands: follow ,promising, keep up with the times ,present more chancesl Honesty: strengths and weaknessesl Interest: bring about attitude, overcome work stressl Review career path: copy of CVs, achievement, boost confidenceStaff motivationRetain staffStaff turnoverl Incentives: long-term, stock options; short-term, base salary, bonus and paid holiday, sticky rewards, more memorable and provide a long-term payoff for the company; motivate them to use their abilities and energies to the fullest extentl Special benefits: important, status symboll Compliments and respect: public recognition, brings honor and a sense of satisfactionl Communication: find out the concerns, identify their needs, feel valued, build loyalty to the companyl Working environment: cozyl Flexible working hours l Training: keep up with the latest development, maintain competitive; improve skills knowledge and strengthsl Career opportunity/promotion: improve morale and boost engagementl Involve staff in decision-making: gives a sense of empowerment and ensure active participationAppraisall Avoidance of personal opinion: done in an open, mutually respecting way, fairl Feedback: evaluate strengths and weaknessl Basis for HRM activities: decide whether there will be a promotion and pay rise, provide job satisfaction, improve performancel Plus points: encourage, their value to the companyl Rating sources: input from as various angles as possible, make evaluation effective and accuratel ReflectPay and benefitsl Comparison with competitorsl Availability of workforce: raise pay rate to attract or retain qualified employees, win in the talents battlel Company finance /budget: keep at a acceptable level; compensation policy. Enhance motivationLabor relationsl Discipline/rules: punishment: oral, written warning, suspension, dischargel Supervisor: prevent or correct misconduct, observe, find out causesl Colleagues assistance: know the problem employee well, advice can be easily acceptedl Understanding/encouragement/support/communicatel Fair and equal dismissing policyl Full and fair investigation: give the chance to tell his storyl Work environment; benefits programme; training; career developmentTime managementl Prioritize tasks in order of importance and urgency: concentrate on the right things and results, well organized, eliminate time-wasting jobsl Set aside most effective/creative time: achieve great results with little effortl Take a break: maintain balance between work and play, not feel out of control and overburdenedl Pleasant working environment: neat, tidy, comfortablePrice settingl Costs: fixed costs, variable costs, marketing costsl Demand: strong, weakl Competition: supply, not many brands of the same product; equal to or lower than competitors Product development& Launchingl Market research: customers needs and tastes, the costs should be within the budgetl Size of the target marketl Price: reasonable and competitivel Set schedule/objective: have specific objectives for different stage, checkProduct promotionl Advertising: television, radio, newspaper, magazines; reach immense audience at a low cost per personl Sales promotion: coupons, free samples, promotional gifts, loyalty schemes, attract customers and increase market share/ sales volumeAdvertisingl Design: eye-catching and impressive, lasting impact, make it distinct from othersl Content/the amount of information: logo/slogan, demonstrate principles and values; present an overview of our company; blend promotional and non-promotional information: environment, a reflection of good management, highlight our selling pointl Media/location: area with heavy traffic; the range of audiences it reaches and the cost, best accomplish the objectives of informing, persuading and remembering, enhance the product awareness; add to the intangible value of a brand; increase the cultural richness of the brand and help people better appreciate and understand l Heavy repetitionPublicityl Plan: well organized, over a long period of time, constant effortsl Publicity personnel: individual or department, an advertising or public relations firml Good relationship with media personnel: a favorable story about companys productPackagingl Conveys impressions of richness, luxury, stands for the quality of the product and the image and strength of the companyl Design: eye-catching, set apart from; appealing, shape, color, size and graphicsl Consumers convenience: easy to open the container and use the productl Protection: resist damage, production process, transit, storagepurchasing productsChoosing suppliersl Brand names/good reputation: signal high quality, reliable, after-sales servicel Price: good values for money, cost effective; special offers, discountsl After-sales service: timely delivery, free installation, quick response to repair requestl A wide range of products: flexiblel Newest technology: safer and work betterCustomer serviceDealing with clientsl Understanding needs: meet needs and expectationsl Speed of response: react quickly to customer request, raise satisfaction l Training: quickly and skillfully, friendly and helpful, provide great value for customerl Supervision system: monitor, sales figuresl Feedback: visit, call, send out questionnaires/surveys, professional market research agency, objective, reliable, know which part of their service fall short of customers expectation, improve, remain loyal, not turn to other suppliersl Quality: durable, reliablel Follow business ethics: integrity and sincerityl Offering discounts/promotion/loyalty schemes: establish long-term relationshipsl Negotiating skills: reach your objective but also win commitment from clientsPhysical distribution/logisticsl Inventory planning and control: adequate to satisfy target markets, avoid stockouts or excessive inventory that increased holding costsl Transportation: create time and place utility for products, from producer to consumerl Warehousing: operation of facilities to receive, store and ship products, match demand at different geographical locationsl Information managements: track product flowOpening a new store/premisel Costs: rent, parking spaces, expansion potential, leave room for expansionl Transport: convenient, rapid delivery, avoid the problem of traffic jaml Layout/space arrangement/environment/atmosphere: good ventilation and easily accessible to exitsl Location: competition; high level of demand, get closer to the market, provide convenient service to customers; tax reductions; labor cost, lower wage ratesl Security: safe layout, securely designed, free from any potential dangers; rules and regulations; trainingGreen travel planl Car sharing: save a lot, reduce environmental and congestion impact, enhance company imagel Offer subsidiesl Flexible working scheme/compressed working weekBusiness travell Comfort: physically relaxed, arrive well rested and ready for workl Cost: cost-effectiveness, plan ahead, a less flexible ticket, advanced booking for discounts, minimize travel expenses without sacrificing comfort and efficiencyl Travel agency: reputation, reliable, servicesl Itinerary: manage time in an efficient wayl Purposes: think beforehand, collect detailed information, prepared to questions may be raisedl Delegating essential tasks: work is not interrupted, things go on normally to avoid any delayl Staying accessible: in case your supervisors or clients need to reach you, lack of control and management , delayed solutions and decisionsl Informing people around: things urgent can be done before youre away, better arrangedl Advance preparations: cultural differences, show respect to the host countryAccommodationl Location: with good transport connections, easy access to restaurants and airline officesl Facilities: handle routine work, telephone, fax and computer with access to the internet ; workout facilities, well rested and become fitterl Size: reservation systems and information about flights, currency exchange; leave a better impression, company image; stay in decent/nice instead of expensive hotelsCorporate culturel Leadership: guide the operation, analyze the opportunities and threatsl Team spirit: share the same working values, work together efficiently to meet the common goalsl Work environment: encourage and supportive of new ideas, motivatel Training/outdoor events: increase personal awareness of abilities, enhance team spirit and open communicationl Incentives: recognize and reward the commitments and good performance; a fair system of internal promotion; benefits and facilitiesl business ethics: rules of behavior, dress codeCompany imagel Logo: cultural values the company upholds, represent a company and its products and services; attractive; copyright lawl Celebration: good chances for building relationships; show recognition and appreciation for employees efforts or excellent performance, enhance job satisfaction, build commitment and loyalty; promote mutual understanding among employees and offer a refreshing approach to creating a sense of communityl Training: set a dress code, behave on public occasionsCorporate giftingl Cultural differences: feel respected and valued, help to maintain good business relationship; show respect and appreciationl High quality and the best taste: says a lot about the company, have a striking impression, appropriatenessl Timing/frequency: company anniversary celebration, New Years celebrating, birthdaySponsorshipl Target audience: limited tol Media coverage: positive media exposure, extensive media coveragel Costl Types of events: take on an important responsibility towards society, a good corporate citizen, promote a unique imageEntertaining clientsl Venue: judge the character of my clients, choose the appropriate type of entertainmentl Objectives: smoothly direct the meeting step by step toward our goalsl Basic knowledge and skills: cultural differences, in the most appropriate manner, misunderstanding; timing for bringing up the subject of business, establish a good relationship International businessl Cultural differences: tastes and needs, ways of doing business, show respect to their culture and tradition; consumer habitsl Legal framework: laws of the nation, international lawsl Information: arrange a fact-finding tour ,good market prospects, population, economic conditions, buying power, currency exchange ratesl Hold a press conference: promotion, sell welll Training Mergers and acquisitions and franchisel Product lines: in direct competition, avoid competition, remove duplicate departments, reduce unit cost; economies of scale, greater market sharel Company cultures: cultural clashesl Governance of the organization: discuss openly and negotiate, avoid power strugglesMeeting competitionl Pricing: set prices equal to or lower than competitorsl Quality: differentiate itself through the quality of its productsl Advertising: increase brand awarenessl Incentives/extra services: coupons, offer free delivery, longer guaranteel Innovations: cater for the tastes and needs, with better quality, better performance and technical superiorityl Training: help staff adjust to changes in their roles, develop the skills required; high staff morale, creative and perform betterl Scales of production: overall volume of production, efficiencyl Globalization: technology, service and labor become increasingly mobile, full of changesl Strategic planning/ managing change: continuous learning and development, stay competitive, respond/adjust effectively to the changing environment; information system: a careful collection of the information about the market, see what is changing and how it is going, plan ahead and act accordingly; implementation: respond to market opportunities and threats in an effective wayCompany websitel Design/layout: eye-catching, comfortably guide, professionalism, trust worthy l Content: find the information easily, what a company offers and why it enjoys superiority over others; clear and detailed profile of the company, best image; update timelyl Promotion: ensure customers and prospects know aboutl Benefits: sales tool, distribution channel and answer questionsInternet/online marketingl Security: prevent loss or theft of customer informationl Distribution system: raise efficiency, expand tradeFlexible patterns of work:Job sharing schemeHome-working schemel Benefits: balance work and life, retain valuable, well-trained employees, higher productivityl Types of job: tasks easy to separate, doesnt make any sense for highly individual and creative jobsl Communication/share of information: keep each other well informedl Review: have good control, timely review of short-term targetsMeeting/conferenceTrade fairs& exhibitionsl preparation/agenda/purpose: get information, know better about the purpose and content; know what to talk about, keep the conversation focused, gather supporting ideas, convincing and impressive, practice, be familiar with the topic, more confident; hand out printed materials, learn more about; a well-planned itinerary: manage time efficiently l Topics: interested in, relate tol Size: depends on its purposes, budgetl Facilities: overhead projector, telephone, fax and computer with access to the internet, help to make details clearly expressed and impressivel Venue/environment: convenient to participants, arrive on time; give a certain status to, associated with reliability and professionalisml Speaker: grab audience attention, arouse their interest, confident, eloquent , can put ideas across to the audience and with a good sense of humor, enhance atmosphere, audience become friendly and engaged; dress properly, have a significant impactl People involved: send out the invitation letter to the right peoplel Entertainment: impress p