商务职场英语_Unit_2PPT课件

Unit2Sellingiswhatitsallabout,Lessons,TeamProject,Review,AdditionalResources,EXIT,Unit2Sellingiswhatitsallabout,Lesson1Haveyougotwhatittakes?,Lesson2Howdoyoudoit?,Lesson3Saleshaveincreasedby20%,Lesson4Dealingwiththecustomer,Lesson5Dealingwithcomplaints,Lesson6BuyingandsellingontheInternet,EXIT,Unit2Sellingiswhatitsallabout,AdditionalResources,UnitTest,ReadingResources,AdditionalActivities,WritingResources,GrammarResources,EXIT,Inpairsorsmallgroups,discussthesestatements.,a,Sellingisaboutstickingyourfootinthedoorandmakingaspeech.Tobeagoodsalespersonithelpsifyoulikepeople.Itisessentialtolikewhatyouaretryingtosell.Sellingisalwaysfun.Asalespersonneedstohavealotofinitiative.,Inyournotebook,makealistofthethingsthatyouthinkmakeagoodsalesperson.Thencompareyourideaswithaclassmates.,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,Usethefollowinginformationtomakesentencesabouteachpersonspersonality.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.pickuponapersonspersonalitytraits_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,thesalesmanwassomeonewhodiditbecausehecouldntfindanotherjob.Sellingoftenmeantstickingyourfootinthefrontdoor,bullyingyourwayintoahome,orconningthepersonintocoughingupforaproductthattheymayormaynotneedlikeasetofencyclopediasforthechildren.Thesedaystheimageofthesalespersonhaschangeddrasticallyandalotofpreparationandpsychologyhavegoneintoturningoutagoodsalesperson.Stillitdoeshelpifyouhavecertainpersonalitycharacteristicsbeforeyoustart.Apersonwhosabletoquicklypickuponthepersonalitytraitsofanotherandbuildonthisinsighttocreateanemotionallinkislikelytosucceedatsales.Suchasalespersonrecognizestheindecisivenessofaprospectivecustomerandhelpsthemmakeuptheirmindinfavoroftheproduct.Itsimportantthatthesalespersonlikespeopleandisabletotuneintotheirdifferentneedsandwants.Itsalsoimportanttobeagoodlistenerandpayattentiontothevaluesystemofthecustomer.Itsalsoagoodideatosellproductsthatinterestyouasthismakessellingeasier.,Lesson2Howdoyoudoit?,Inpairs,discussthequestions.,a,Whenwasthelasttimeyouwentshopping?Whatdidyoubuyandwhydidyoubuyit?Haveyoueverboughtsomethingyouhadnotplannedtobuy?Whatwasitthatconvincedyoutobuyonimpulse?,1.HaveyouheardofOxfam?_2.Whatsizedoyoutake?_3.Wouldyoulikebrownorwhitebread?_4.Canyoutellmewheretheorganicproduceis?_5.Howmuchwereyouthinkingofpaying?_6.DoyouhaveMarjorieOwenslatestnovelinpaperback?_,Besideeachquestion,puttheletterofthecorrectresponsefromthebox.Then,inpairs,discusswhereyoumightheartheseconversationstakingplace.,b,f,c,d,e,a,b,Key,a.Iwaslookingforsomethingaround$250.b.Imafraidweonlyhaveitinhardback.c.Yes.Inthenextaisle,onyourleft.d.Usuallya6,buttheselookalittlenarrow.e.Yes.Itsanaidorganization,isntit?f.Er.brown,please.,Role-playoneofthesesituationsinpairs.,c,Completethephrasesorsentenceswiththeverbsinthebox.,d,checkgivehelpmakereducesignspeakwork,1.CanI_withGeraldineMurray,please?_2.HowcanI_you?_3.I_forTelefast,acost-cuttingcompany._4.iftheresagenuinewaytohelp_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.Iftheresawaytohelpreducemyphonebills,._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.Whatsitabout?Salesperson:Oh,Imsorry.Ihopeyoureceivedthebrochurewesentoutonhowtocutyourphonebillsinhalf.Woman:No,Ididntreceiveanything,butiftheresagenuinewaytohelpreducemyphonebills,countmein.Canyougivemeaquickexplanation?,Salesperson:Certainly.Itsquitesimple.Icansendyouinformationonthedifferentdealsthatweoffer.Ifyoureinterested,justcompletetheapplicationformandsenditback.Wehaveaspecialofferifyousignupthismonth.Forjust$6.99,yougetalllocalcallsfreeforonemonthandafterthata50%reductiononthesecalls.Andifyoumakeinternationalcallsatoff-peaktimes,thereisa40%reductionanda25%reductionatbusytimes.Woman:Hmm.thatsoundsinteresting.HowdoIsignupforthis?Salesman:JustgivemeyouraddressandIllsendouttheinformationtoday.Remember,ifyouwantthefreecallsforamonth,youneedtoapplyrightaway.CanIjustcheckthatIhaveyourcorrectaddress?,Lesson3Saleshaveincreasedby20%,Discussthequestionsinpairsorsmallgroups.,a,Howoftendoyouworkwithinformationpresentedintheformofbarchartsorpiecharts?Whatsortofinformationistypicallypresentedinthisway?,Studythebarchartandanswerthequestions.,b,Whatistheoveralltrendinorganicfoodsales?Whendidthegreatestincreaseinsalesoccur?Whatcanyousayaboutthesalesfiguresbetween2001and2003?,Theoveralltrendisupward.,Itoccurredbetween1998and2001.,Therewasonlyaveryslightincrease.,Key,alesoforganicfoodarebooming,withdemandsometimesoutstrippingsupply.Sainsburys,whichattributesalargepartofitscontinuedrecoverytothissector,hasdecidedtoboostsupplybytakingoutlong-termcontractswithdairyfarmswhiletheyconverttoorganicstatus.Thesupermarketssalesoforganicmilkhavegrown74%inthelastyear,withtheorganicdairymarketgrowingoverallby62.9%.Organicsalesaccountfor4.4%ofSainsburystotalsales.Othersupermarketshavealsoreporteddramaticincreasesinorganicsalesasconsumersbecomemoreawareofhealthandmoreconcernedaboutwheretheirfoodcomesfrom.Waitrosesorganicfoodsaleshaveincreasedby20%intheyeartoJanuary.Ithasa17%shareoftheorganicmarketbutonly3.8%oftheoverallgrocerymarket.Morrisonshasseentheirorganicsalesincreaseby28%whileAsdahasreportedgrowthinitsorganicsectorof12%,witha,Readthis2006reportaboutthegrowthofUKorganicfoodsalesandanswerthequestions.,c,S,noticeablebroadeningofthesocio-economicgroupsthatnowpurchaseorganicfood.,WhatisthesignificanceforSainsburysoftheincreaseinsalesoforganicfood?Accordingtothereport,whyaremorepeoplebuyingorganicfood?WhatisparticularlynotableaboutWaitrosesorganicfoodsales?Whattrendhasbeenobservedinthetypeofpeoplewhoconsumeorganicproduce?,ItisresponsibleforSainsburyscontinuedrecovery.,Becauseofincreasedawarenessofhealthissuesandconsumersdesiretoknowwherefoodiscomingfrom.,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,foreachpointcheckthecorrectbox.,f,Key,Script,Listentothreeshortpresentationsandevaluateeachoneaccordingtothenotesinthepreviousexercise.Addanyextracommentsofyourown.,g,Dosomeresearchintosalestrendsinaparticularmarketinyourcountryandprepareanoralpresentation.,h,Script,Presentation1_Presentation2_Presentation3_,Speaker:Today,Iamgoingtogiveyousomeadviceregardingwhattodoandwhatnottodowhengivingapresentation.Itsimportanttorememberthatthoughyourpurposeistoinformandsharewithyouraudience,youshouldselectwhattheycancomfortablydealwithinasinglesittingandnotoverloadthemwithminutedetails.Thenextthingyoumustensureisthatyouarriveorganizedforyourpresentationwithyournotesinorder.Thecontentshouldbeorganizedinalogicalwayandyoushouldinformyouraudienceofthislayoutinyourintroduction.Makesureyoudonotwanderintoasidesandunrelatedcomments.Sticktothemainpoint.Also,itsimportanttoestablishagoodrapportwiththeaudienceandtomakeeyecontactwithyourlisteners.Dontshoutorwhisper,butspeakclearlyandloudenoughforeveryonetohear.Keepyourvoiceatacomfortablespeed.Finally,concludebysumminguptheessentialpointsandthenaskifanyonehasanyquestions.,Presenter#1:Hi,everyone.Goodtoseeyouallhereandthanksforcomingalong.Ihopeyouwillfindmytopicinterestingandnotboring.Okay,letsstart,shallwe?Canyouallsitdownandlisten,please?Rightnow,wherearemynotes?Hmm.theyreinabitofamess.HangonaminutewhileIgetorganized.Presenter#2:Goodafternoon,everyone!Welcomeandthankyouforcomingalongtothepresentation.Today,Iwouldliketolookatsomerecenttrendsinthesalesoforganicproduce,especiallythroughsupermarketoutlets.Thetalkwilllastaboutfortyminutesandthenwewillhaveabouttenminutesattheendfordiscussion,sopleasesaveyourquestionsuntilthen.Presenter#3:So,wevelookedathowtheOrganixCompanygotstartedandwehaveconsideredoneoftheirprincipalachievements.Beforeconsideringtheirothertwoimportantaccomplishments,letstakeaquicklookatthemanagementstructureofthecompany.Nowdoesanyonehaveanysuggestionsastowhatthosetwootheraccomplishmentsare?,Lesson4Dealingwiththecustomer,a,Listentoatelephonecalltoacompanythatsuppliesfurnituretolargerestaurantsandhotels.Completethenotesabouttheorder.,ItemQuantityordereddoublebedssinglebedsclosetsdressersorderneededby,10,20,30,30,May15th,Script,Key,Listentotheconversationagainand,inyournotebook,makenotesofthesmalltalkbetweenthetwospeakersbeforetheygettotheorder.,b,Script,c,Inpairs,discusswhetherornotitwouldbesuitabletotalktoanewcustomeraboutthefollowingtopics.,howthebusinessisgoinghowthepersonsfamilyisdoingtheweatherhowhappyyouaretotaketheirorderthecustomerswife,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?Itsbeenawhile.Benson:Yes,hasntit?Ithinkitsbeenoverayearsincewetalked.Howsbusiness?Kathy:Verygood.Weveexpanded.Weopenedanewwarehouseaboutsixmonthsagoandtookonfivenewemployees.Benson:Thatsgreat!Ihopeyouarenottoobusytofillourorder.Weveexpandedalsoandneedlotsofnewfurniture.Kathy:Oh,thatsgreat.Sohowcanwehelpyou?Benson:Well,firstIneedtoknowifwecanhavearushonthisordersinceitscominguptosummer.WeneedtohaveitdeliveredbeforeMay15.,Kathy:Illhavetocheckwithdeliveries.LetmeknowwhatyouneedandthenIllgetbacktoyou.Benson:Fine.Right,letssee10doublebeds,20singlebeds,30closetsandmatchingdressers.ThatlldofornowbutIthinkwellalsoneedsomediningroomfurniture.Kathy:Okay,thats10,20,30,and30.LetmecallyoubackinanhourorsoafterIvecheckeddeliveryavailability.ThenIcangetallthedetailsfordeliveryifitispossible.,Kathy:Goodmorning.FurnitureWholesalers.CanIhelpyou?Benson:Hi.ThisisCraigBensonherefromHooliersHotel.Kathy:Oh,hi,Mr.Benson.Howareyou?Itsbeenawhile.Benson:Yes,hasntit?Ithinkitsbeenoverayearsincewetalked.Howsbusiness?Kathy:Verygood.Weveexpanded.Weopenedanewwarehouseaboutsixmonthsagoandtookonfivenewemployees.Benson:Thatsgreat!Ihopeyouarenottoobusytofillourorder.Weveexpandedalsoandneedlotsofnewfurniture.Kathy:Oh,thatsgreat.Sohowcanwehelpyou?Benson:Well,firstIneedtoknowifwecanhavearushonthisordersinceitscominguptosummer.WeneedtohaveitdeliveredbeforeMay15.,Kathy:Illhavetocheckwithdeliveries.LetmeknowwhatyouneedandthenIllgetbacktoyou.Benson:Fine.Right,letssee10doublebeds,20singlebeds,30closetsandmatchingdressers.ThatlldofornowbutIthinkwellalsoneedsomediningroomfurniture.Kathy:Okay,thats10,20,30,and30.LetmecallyoubackinanhourorsoafterIvecheckeddeliveryavailability.ThenIcangetallthedetailsfordeliveryifitispossible.,Sale