商务职场英语-Unit-2ppt课件

Unit2Sellingiswhatit sallabout Lessons TeamProject Review AdditionalResources EXIT Unit2Sellingiswhatit sallabout Lesson1Haveyougotwhatittakes Lesson2Howdoyoudoit Lesson3Saleshaveincreasedby20 Lesson4Dealingwiththecustomer Lesson5Dealingwithcomplaints Lesson6BuyingandsellingontheInternet EXIT Unit2Sellingiswhatit sallabout AdditionalResources UnitTest ReadingResources AdditionalActivities WritingResources GrammarResources EXIT Inpairsorsmallgroups discussthesestatements a Sellingisaboutstickingyourfootinthedoorandmakingaspeech Tobeagoodsalespersonithelpsifyoulikepeople Itisessentialtolikewhatyouaretryingtosell Sellingisalwaysfun Asalespersonneedstohavealotofinitiative Inyournotebook makealistofthethingsthatyouthinkmakeagoodsalesperson Thencompareyourideaswithaclassmate s b Lesson1Haveyougotwhatittakes Readthetextandevaluateyourpersonalityintermsofthecharacteristicsmentioned Thencompareanddiscussyourideasinpairs c AsuitablepersonalityforthejobWeareallamixtureofdifferentcharacteristics Apersondoesnothavejustonetypeofpersonalityoranother thoughpeopledoshowatendencytobeonewayratherthantheother Therearemanywaystoanalyzepersonality Herewewillconsiderjustfour Thefirst TypeApersonalitytendstobehighlydrivenandmaybeverycompetitive TypeAsgenerallyliketogetrecognitionfortheirachievements theycanbeveryindependent andtheymayalsobedirectandtothepoint Theyarelikelytobeveryfocused persistent anddecisive WhiletheTypeBpersonality likeA isquiteextroverted heorsheisoftenmuchmoresociable andlikestopartyandhaveagoodtimeevenwhileworking TypesCandD ontheotherhand haveatendencytobequieterandmoreintroverted TypeCpeopleusuallypaygreatattentiontodetail loveaccuracy andaredependableandloyal whileTypeDpeoplegenerallyenjoyguidelinesandsticktodeadlinesandschedules Initsownway eachpersonalitytypehascharacteristicsthatarevaluableassetsinasalesperson Readthearticleagainandfindexamplesofthefollowingtypesofexpressions d expressionsthatshowatendency tendstobe maybe showatendency generallylike canbe arelikelytobe haveatendencytobe connectorsthatindicatecontrast while though ontheotherhand Key Usethefollowinginformationtomakesentencesabouteachperson spersonality UseexpressionsfromExercised e Example ThoughRobertcansometimesbeaggressive atothertimeshecanbeverypleasant Example Robertaggressiveattimes pleasantatothertimes Chrislikesagoodtimewhileworking capableofachievingalot Naomigenerallyverycompassionate verydecisiveandpersistent Markcarelesssometimes usuallyaccurateandprecise ThoughRobertcansometimesbeaggressive atothertimeshecanbeverypleasant ThoughChrisgenerallylikesagoodtimewhileworking heiscapableofachievingalot ThoughMarkhasatendencytobecarelesssometimes heisusuallyaccurateandprecise WhileNaomiisgenerallyverycompassionate shecanbeverydecisiveandpersistent Key Listentoatalkaboutwhatmakesagoodsalesperson Numberthepointsintheordertheyarementioned f 1 beagoodlistener 2 pickuponaperson spersonalitytraits 3 likepeopleandrecognizetheirneedsandwants 4 createanemotionallinkwiththecustomer 5 sellproductsthatyoulike 6 recognizeindecisivenessandhelpcustomerstomakeadecision 5 4 2 6 Key Script 3 1 Lookattheseinformalexpressionsfromthefirstpartofthetalkandrewriteeachoneinmoreformallanguage g 1 stickingyourfootinthefrontdoor 2 bullyingyourwayintoahome 3 conningtheperson 4 coughingupforaproduct preventingsomeonefromshuttingthedoor forcingsomeonetoletyouintotheirhouse payingunwillinglyforaproduct deceivingorcheatingtheperson Key Studythefollowingphrasalverbsfromthetalkaboutsalespeople Foreachone findaone wordverbwiththesamemeaning h 1 turnout 2 pickupon 3 buildon 4 tuneinto produce notice understand use Key Fromwhatyouhavelearnedsofar writeashortdescriptionofwhatmakesagoodsalesperson i Speaker Inthetraditionalapproachtoselling thesalesmanwassomeonewhodiditbecausehecouldn tfindanotherjob Sellingoftenmeantstickingyourfootinthefrontdoor bullyingyourwayintoahome orconningthepersonintocoughingupforaproductthattheymayormaynotneedlikeasetofencyclopediasforthechildren Thesedaystheimageofthesalespersonhaschangeddrasticallyandalotofpreparationandpsychologyhavegoneintoturningoutagoodsalesperson Stillitdoeshelpifyouhavecertainpersonalitycharacteristicsbeforeyoustart Apersonwho sabletoquicklypickuponthepersonalitytraitsofanotherandbuildonthisinsighttocreateanemotionallinkislikelytosucceedatsales Suchasalespersonrecognizestheindecisivenessofaprospectivecustomerandhelpsthemmakeuptheirmindinfavoroftheproduct It simportantthatthesalespersonlikespeopleandisabletotuneintotheirdifferentneedsandwants It salsoimportanttobeagoodlistenerandpayattentiontothevaluesystemofthecustomer It salsoagoodideatosellproductsthatinterestyouasthismakessellingeasier Lesson2Howdoyoudoit Inpairs discussthequestions a Whenwasthelasttimeyouwentshopping Whatdidyoubuyandwhydidyoubuyit Haveyoueverboughtsomethingyouhadnotplannedtobuy Whatwasitthatconvincedyoutobuyonimpulse 1 HaveyouheardofOxfam 2 Whatsizedoyoutake 3 Wouldyoulikebrownorwhitebread 4 Canyoutellmewheretheorganicproduceis 5 Howmuchwereyouthinkingofpaying 6 DoyouhaveMarjorieOwen slatestnovelinpaperback Besideeachquestion puttheletterofthecorrectresponsefromthebox Then inpairs discusswhereyoumightheartheseconversationstakingplace b f c d e a b Key a Iwaslookingforsomethingaround 250 b I mafraidweonlyhaveitinhardback c Yes Inthenextaisle onyourleft d Usuallya6 buttheselookalittlenarrow e Yes It sanaidorganization isn tit f Er brown please Role playoneofthesesituationsinpairs c Completethephrasesorsentenceswiththeverbsinthebox d checkgivehelpmakereducesignspeakwork 1 CanI withGeraldineMurray please 2 HowcanI you 3 I forTelefast acost cuttingcompany 4 ifthere sagenuinewaytohelp myphonebills 5 Canyou meaquickexplanation 6 Wehaveaspecialofferifyou upthismonth 7 Andifyou internationalcallsatoff peaktimes 8 CanIjust thatIhaveyourcorrectaddress help work give reduce speak sign make check Key IdentifythespeakerofeachsentenceinExercisedandwritethenumbersofthesentencesinthechart e Key salesperson sentence 1 3 6 7 and8 prospectivecustomer sentence 2 4 and5 Listentothetelephoneconversationtocheckyouranswers f Script 1 Ifthere sawaytohelpreducemyphonebills 2 Ifyouareinterested 3 Ifyoumakeinternationalcallsatoff peaktimes 4 Ifyouwantthefreecallsforamonth Matcheachconditionwiththecorrespondingaction g Key Condition Action c d b a a youneedtoapplyrightaway b thereisa40 reduction c countmein d justcompletetheapplicationformandsenditback Inyournotebook writeconditionalsentencesusingthefollowingclauses h 1 youwanttosavemoney checkpricesindifferentstores2 youarehappywithouroffer signthecontractandsenditback3 yourequireademonstrationofourproducts salesmanhappytodoso4 youshoponline savemoney5 youwanttocontactsomeonequickly sendane mail Ifyouwanttosavemoney youshould checkthepricesindifferentstores Ifyouarehappywithouroffer please youcan signthecontractandsenditback Ifyoushoponline youwill probably savemoney Ifyourequireademonstrationofourproducts oursalesmanwillbehappytodoso Ifyouwanttocontactsomeonequickly sendane mail Key Salesperson Goodmorning CanIspeakwithGeraldineMurray please Woman Speaking HowcanIhelpyou Salesperson MynameisWilliamCosgraveandIworkforTelefast acost cuttingcompanythatwillreduceyourphonebillbyatleasthalf Ihopethisisaconvenienttimetotalk Woman Well Iamalittlebusyrightnow What sitabout Salesperson Oh I msorry Ihopeyoureceivedthebrochurewesentoutonhowtocutyourphonebillsinhalf Woman No Ididn treceiveanything butifthere sagenuinewaytohelpreducemyphonebills countmein Canyougivemeaquickexplanation Salesperson Certainly It squitesimple Icansendyouinformationonthedifferentdealsthatweoffer Ifyou reinterested justcompletetheapplicationformandsenditback Wehaveaspecialofferifyousignupthismonth Forjust 6 99 yougetalllocalcallsfreeforonemonthandafterthata50 reductiononthesecalls Andifyoumakeinternationalcallsatoff peaktimes thereisa40 reductionanda25 reductionatbusytimes Woman Hmm thatsoundsinteresting HowdoIsignupforthis Salesman JustgivemeyouraddressandI llsendouttheinformationtoday Remember ifyouwantthefreecallsforamonth youneedtoapplyrightaway CanIjustcheckthatIhaveyourcorrectaddress Lesson3Saleshaveincreasedby20 Discussthequestionsinpairsorsmallgroups a Howoftendoyouworkwithinformationpresentedintheformofbarchartsorpiecharts Whatsortofinformationistypicallypresentedinthisway Studythebarchartandanswerthequestions b Whatistheoveralltrendinorganicfoodsales Whendidthegreatestincreaseinsalesoccur Whatcanyousayaboutthesalesfiguresbetween2001and2003 Theoveralltrendisupward Itoccurredbetween1998and2001 Therewasonlyaveryslightincrease Key alesoforganicfoodarebooming withdemandsometimesoutstrippingsupply Sainsbury s whichattributesalargepartofitscontinuedrecoverytothissector hasdecidedtoboostsupplybytakingoutlong termcontractswithdairyfarmswhiletheyconverttoorganicstatus Thesupermarket ssalesoforganicmilkhavegrown74 inthelastyear withtheorganicdairymarketgrowingoverallby62 9 Organicsalesaccountfor4 4 ofSainsbury stotalsales Othersupermarketshavealsoreporteddramaticincreasesinorganicsalesasconsumersbecomemoreawareofhealthandmoreconcernedaboutwheretheirfoodcomesfrom Waitrose sorganicfoodsaleshaveincreasedby20 intheyeartoJanuary Ithasa17 shareoftheorganicmarketbutonly3 8 oftheoverallgrocerymarket Morrison shasseentheirorganicsalesincreaseby28 whileAsdahasreportedgrowthinitsorganicsectorof12 witha Readthis2006reportaboutthegrowthofUKorganicfoodsalesandanswerthequestions c S noticeablebroadeningofthesocio economicgroupsthatnowpurchaseorganicfood WhatisthesignificanceforSainsbury softheincreaseinsalesoforganicfood Accordingtothereport whyaremorepeoplebuyingorganicfood WhatisparticularlynotableaboutWaitrose sorganicfoodsales Whattrendhasbeenobservedinthetypeofpeoplewhoconsumeorganicproduce ItisresponsibleforSainsbury scontinuedrecovery Becauseofincreasedawarenessofhealthissuesandconsumers desiretoknowwherefoodiscomingfrom Theyhaveincreasedby20 Therehasbeenabroadeningofthesocio economicgroupswhobuyorganicfood Key Studythesepairsofsentences Thencompletethetableandaddmoreexamplesofyourown d adjective nounTherehasbeenadramaticincreaseinsales verb adverbSaleshaveincreaseddramatically increaseslightly grownoticeably changegreatly Key sharpdecline steadydecrease greatchange Inpairs discuss a thebenefitsofusingpresentationsinbusiness and b howyoufeelaboutgivingpresentationsinfrontofanaudience e Listentothefollowingadviceaboutgivingpresentationsand foreachpointcheck thecorrectbox f Key Script Listentothreeshortpresentationsandevaluateeachoneaccordingtothenotesinthepreviousexercise Addanyextracommentsofyourown g Dosomeresearchintosalestrendsinaparticularmarketinyourcountryandprepareanoralpresentation h Script Presentation1 Presentation2 Presentation3 Speaker Today Iamgoingtogiveyousomeadviceregardingwhattodoandwhatnottodowhengivingapresentation It simportanttorememberthatthoughyourpurposeistoinformandsharewithyouraudience youshouldselectwhattheycancomfortablydealwithinasinglesittingandnotoverloadthemwithminutedetails Thenextthingyoumustensureisthatyouarriveorganizedforyourpresentationwithyournotesinorder Thecontentshouldbeorganizedinalogicalwayandyoushouldinformyouraudienceofthislayoutinyourintroduction Makesureyoudonotwanderintoasidesandunrelatedcomments Sticktothemainpoint Also it simportanttoestablishagoodrapportwiththeaudienceandtomakeeyecontactwithyourlisteners Don tshoutorwhisper butspeakclearlyandloudenoughforeveryonetohear Keepyourvoiceatacomfortablespeed Finally concludebysumminguptheessentialpointsandthenaskifanyonehasanyquestions Presenter 1 Hi everyone Goodtoseeyouallhereandthanksforcomingalong Ihopeyouwillfindmytopicinterestingandnotboring Okay let sstart shallwe Canyouallsitdownandlisten please Rightnow wherearemynotes Hmm they reinabitofamess HangonaminutewhileIgetorganized Presenter 2 Goodafternoon everyone Welcomeandthankyouforcomingalongtothepresentation Today Iwouldliketolookatsomerecenttrendsinthesalesoforganicproduce especiallythroughsupermarketoutlets Thetalkwilllastaboutfortyminutesandthenwewillhaveabouttenminutesattheendfordiscussion sopleasesaveyourquestionsuntilthen Presenter 3 So we velookedathowtheOrganixCompanygotstartedandwehaveconsideredoneoftheirprincipalachievements Beforeconsideringtheirothertwoimportantaccomplishments let stakeaquicklookatthemanagementstructureofthecompany Nowdoesanyonehaveanysuggestionsastowhatthosetwootheraccomplishmentsare Lesson4Dealingwiththecustomer a Listentoatelephonecalltoacompanythatsuppliesfurnituretolargerestaurantsandhotels Completethenotesabouttheorder ItemQuantityordereddoublebedssinglebedsclosetsdressersorderneededby 10 20 30 30 May15th Script Key Listentotheconversationagainand inyournotebook makenotesofthesmalltalkbetweenthetwospeakersbeforetheygettotheorder b Script c Inpairs discusswhetherornotitwouldbesuitabletotalktoanewcustomeraboutthefollowingtopics howthebusinessisgoinghowtheperson sfamilyisdoingtheweatherhowhappyyouaretotaketheirorderthecustomer swife husband partner etc gossipaboutotherbusinesses Inpairs role playatelephoneconversationbasedonthefollowingsituation Usesmalltalkwhereappropriate d StudentAYouworkinthesalesdepartmentofawholesaleoutletthatsellsbreadandcookies StudentBYouhavejustopenedasmallgrocerystoreandyouneedtoopenanaccountwithasupplierofbreadandcookies e Listentothetelephoneconversationbetweenanemployeeatanorganicfoodfarmandanewcustomerandcompletetheorderform TotallyNatural 1979 TF1979 5poundsofcauliflower 10poundsofpotatoes 8poundsofonions 43RiversideWay Delham Script Key truck f Readthecustomercomplaintsandusethepromptstowriteappropriateresponsesinthepassivevoice 1 Iplacedanorderfortenlaptopsthreeweeksago we sendout thelaptops tendaysago 2 Iplacedanorderforsomenewsoftwarelastweek ourstaff dispatch yoursoftware aswespeak 3 IorderedthreeDVDslastTuesday WhencanIexpecttoreceivethem weexpect thoseDVDs today we shouldshipthemtoyou byFriday Thelaptopsweresentouttendaysago Yoursoftwareisbeingdispatchedbyourstaffaswespeak ThoseDVDsareexpectedtoday TheyshouldbeshippedtoyoubyFriday Key g Usingthenotesbelow writeashortmemotoacolleagueaskinghim hertotrackonlineanorderthathasnotbeendelivered Rightsoftheconsumer a Goodsshouldbeinsaleableconditionwithoutanyfaults b Goodsshouldmatchtheirdescription c Allpiecesorpartsofgoodsshouldbeofthesamequalityasanysample d Installationandserviceshouldbeperformedbyqualifiedpersonnel Problem1 Youboughta10 yardrollofclothbutlaterfoundthatthelasttwoyardswerefaded 2 Thepersonwhocametoinstallyourcentralheatingdidnotknowhowtodoit 3 Yournewdiningroomtablehasanumberofscratchesonit 4 Ashirtsoldtoyouas100 silkinfactcontains50 polyester h Readandmatcheachproblemwithaconsumerexpectationthatisnotbeingmet 3 4 1 2 Key i Inpairsdiscussoccasionswhenyourexpectationsasaconsumerwerenotfulfilled Kathy Goodmorning FurnitureWholesalers CanIhelpyou Benson Hi ThisisCraigBensonherefromHooliersHotel Kathy Oh hi Mr Benson Howareyou It sbeenawhile Benson Yes hasn tit Ithinkit sbeenoverayearsincewetalked How sbusiness Kathy Verygood We veexpanded Weopenedanewwarehouseaboutsixmonthsagoandtookonfivenewemployees Benson That sgreat Ihopeyouarenottoobusytofillourorder We veexpandedalsoandneedlotsofnewfurniture Kathy Oh that sgreat Sohowcanwehelpyou Benson Well firstIneedtoknowifwecanhavearushonthisordersinceit scominguptosummer WeneedtohaveitdeliveredbeforeMay15 Kathy I llhavetocheckwithdeliveries LetmeknowwhatyouneedandthenI llgetbacktoyou Benson Fine Right let ssee 10doublebeds 20singlebeds 30closetsandmatchingdressers That lldofornowbutIthinkwe llalsoneedsomediningroomfurniture Kathy Okay that s10 20 30 and30 LetmecallyoubackinanhourorsoafterI vecheckeddeliveryavailability ThenIcangetallthedetailsfordeliveryifitispossible Kathy Goodmorning FurnitureWholesalers CanIhelpyou Benson Hi ThisisCraigBensonherefromHooliersHotel Kathy Oh hi Mr Benson Howareyou It sbeenawhile Benson Yes hasn tit Ithinkit sbeenoverayearsincewetalked How sbusiness Kathy Verygood We veexpanded Weopenedanewwarehouseaboutsixmonthsagoandtookonfivenewemployees Benson That sgreat Ihopeyouarenottoobusytofillourorder We veexpandedalsoandneedlotsofnewfurniture Kathy Oh that sgreat Sohowcanwehelpyou Benson Well firstIneedtoknowifwecanhavearushonthisordersinceit scominguptosummer WeneedtohaveitdeliveredbeforeMay15 Kathy I llhavetocheckwithdeliveries LetmeknowwhatyouneedandthenI llgetbacktoyou Benson Fine Right let ssee 10doublebeds 20singlebeds 30closetsandmatchingdressers That lldofornowbutIthinkwe llalsoneedsomediningroomfurniture Kathy Okay that s10 20 30 and30 LetmecallyoubackinanhourorsoafterI vecheckeddeliveryavailability ThenIcangetallthedetailsfordeliveryifitispossible Sales so I llneedtosetupanewaccountforyou especiallyifyousaythatyouwanttobecomearegularcustomer Firstofall letmehavethenameandaddressofyourbusiness Buyer Okay thenameoftherestaurantisTotallyNaturalandtheaddressis43RiversideWay Delham Sales Delham Right that sjustinsidethelimitofourdeliveryservice Nowjustgivemeanaccountnumberthatwecanuseforallourtransactions Withthisnumber it llbeeasytofindyouraccountdetailseachtimeyoucall Buyer Isee Okay let suse1979 It seasytorememberasit stheyearIwasborn Sales Okay WeputTFinfrontofthat whichstandsforTruckFreight So whenyoucall pleasequoteTF 1979 whichisyourpurchaseordernumber Nowwhatcanweprepareforyoutoday Buyer Todayweneed5poundsofcauliflower 10poundsofpotatoes and8poundsofonions Sales Right That accordingtoourcodes is5x 05 10 x 04 and8x 02 Itemswillbedeliveredfirstthingtomorrowmorning Whatkindsofproductsorservicesdopeopleoftencomplainabout Haveyouevermadeacomplaintaboutaproductorservice Howdidyoudoit Haveyoueverwantedtomakeacomplaintbutdidnot Whynot Lesson5Dealingwithcomplaints a Dothisexperiment ingroupswiththree five orsevenmembers Listentothreecustomerswhoareseekingrefunds Takenotesabouteachsituation Then inpairs discusswhetheryouthinkeachcustomershouldbegivenarefund b doesn tlikethecolorofajacket zoomlensofthecameradoesn twork fuzzypictureonTVbecausecustomerdroppedit Script Key Readthesituationsbelow Thenselecttwosituationsandrole playtheminpairs Taketurnsplayingthepartso