商务英语(上)形考册答案

商务英语（上）简答题 总结 初级经济法重点总结下载党员个人总结TXt高中句型全总结.doc高中句型全总结.doc理论力学知识点总结pdf 几个重要概念STEPanalysis-------STEPstandsforSociological,Technological,EconomicandPolitical.(STEEP---Sociological,Technological,Economic,EcologicalandPolitical).Itisausefulmanagementtoolwhichhelpscompaniesunderstandtheexternalfactorsthatcanaffecttheirbusinesses.TQM-----ItstandsforTotal,Quality,andManagement.SWOT-----ItstandsforStrengths,Weaknesses,Opportunities,andThreats.Itisamanagementtoolwhichhelpsanorganizationtoidentifyitsstrengthsandweakness,understandtheopportunitiespresentedbythemarketplaceandthethreatsthatitfacesinthemarket.SMART-----ItstandsforSpecific,Measurable,Achievable,Relevant,andTimed.Itisaimportantplanningtoolwhichhelpsanorganizationtorealizeitsgoals.Itmakesthegoalsspecific,measurable,achievable,relevantandtimed.Itcanhelpcheckthefeasibilityoftheobjectivesmadebythecompany.Annualreport-----Itwilllookbackovertheyearandwilltalkabouttheprofitandlossaccount,detailthecash-flowforecast,wherecashhascomefrom,whereit’sgone,andalsowilllookatthebalancesheetatthebeginningorendoftheyearthat’sjustended.Thebalancesheet---thisstatementshowsanorganization’sassets(whatisowns)againstitsliabilities(whatitowes)ataparticulartime----usuallythebeginningorendofafinancialperiod,suchasamonthoryear.Cashflow----Thecashflowshowswherecashcomesfromandwhereitgoesoveraperiodoftime.Thecash-flowforecastisadocumentthat’sgoingtoenableyoutomonitorandcontrolyourbusiness.Theprofitandlossaccount---Thiscompareswhatthecompanyhasearnedfromsaleswithwhatthecompanyspenttomakethosesales.作业1Module1Changesandthecompany1．Whatarethedifferentwaysinwhichorganizationscanbestructured？Organizationsoftenhaveeitheratallstructureoraflatstructure.Atallstructureusuallyhasmanylevelsorlayersofmanagement.Itishierarchical.Aflatstructurehasfewerlayersofmanagement.Thisoftenresultsinmoreindividualresponsibility.2．Whatfactorsmaycontributetothechangesinanorganization？Itconsiderschangeswhichhavehappenedasaresultoftechnology,newworkingpracticesandincreasingglobalization.Sociological,Technological,Economic,EcologicalandPoliticalfactorsmaycontributetothechangesinanorganization.3.Howhavethesechangesaffectedpeopleatwork?Howhavethechangesaffectedpeoplepersonally?Effectsonpeopleatwork:Positive:workingwithnewtechnology,suchasquickercommunication,tobemoreconvenient，efficient,increasedefficiency,Workfromhome/telecommuting.IncreasedjobsecurityGoingtoothercountryorplacetowork/Setupone’sownbusiness,developinghiscareerNegative:BringmorechallengeandopportunitiesUndergreatpressure,stressfulanddifficult,severecompetitionEffectsonpeoplepersonallyExperiencingadifferentlifestyleTravelingImprovedsalaryChangeajobeasily4．Howdoesanorganizationoperateinaglobalmarket？(p22)Inresponsetothisgrowingglobalmarket,companiesneedtomakechangestoadapt.1)Buildingcapacity-----Businesseshaveattemptedtoremaincompetitiveandcommerciallyprofitableontheglobalmarket.Theyhavealsoaimedtoattainworld-classperformance.2)Investinginpeople------Focusingondevelopingthepotentialofeachindividualemployee.3)Meetingcustomerexpectations—Satisfyingthegreaterchoiceaswellaslowerpricesdemandedbycustomers4)Strengtheningtheroleofmanagement----Promotingavisionthateveryoneworkinginthecompanycanunderstand.5.Advantagesanddisadvantagesofworkingathome?Advantages:DisadvantagesNotrafficjams---------SavingtimeMoreflexibleGetmorefreetime.Fewerdistractions.Moreworkcanbedone.Peoplefeelisolated.LesshumancontactLesssocialactivities.Findabalancebetweenworkingathomeandworkingintheoffice.Onecan’tworkincompleteisolation.Oneneedssomecontactwiththeoutsideworld.Module2TheCustomer6Howimportantisastrongcustomerservicepolicytothesuccessofthecompany?Acompany’ssuccessmainlydependsonthecustomers.Withoutastrongcustomerservice,acompanycan’tmakelivingandsurviveforalongtime.Astrongcustomerservicepolicyensurestheimprovementofthecustomerservice.7.Whatisacompanysupposedtodotoimprovecustomerservice?Makingeveryoneawareofhowimportantagoodcustomerserviceis.Trainthestaffoncustomercare.Everyoneshouldlearntobemorehelpful,pleasantandfriendlyProvideafriendlyenvironmenttogetcustomers’feedbackquicklytomeettheirneeds.8.Aboutbrandvalues,whatshouldacompanydotoincreaseitsbrandvalue?Thefivebrandvaluesare:quality,friendliness,innovation,valueformoneyandchoice.Inordertoincreasethebrandvalue,acompanyshouldprovidethehigherqualityofproductsandservice;trainthestafftobemorefriendlyandknowledgeable;innovatefrequently;improveitsservicetoahighlevel;havevariousproductsavailable;haveagoodsupervisionsystem.9Howdoyougetcustomerfeedback?Howdoyouconductthesurvey?Howdoyouselectthesamplegroupofpeople?(Orhowareyousupposedto?)第一问:Therearethreewaysofgettingfeedbackfromcustomers:inface-to-faceinterviews,onthetelephoneandthroughawrittenquestionnaire.第二问:Chooseasampleofthetargetcustomerstoaskquestionsrelatingtothedatathecompanyneeds.conductinganinterviewTelephonethecustomersHandoutthecompany’squestionnaires,brochuresormaterialsforthecustomerstofillin.Sendemailsorlettertothecustomers第三问：surveythesamplegroupofpeopleintheirownhomeisoftenuseful.Therearethreemaintypesofsurvey:doorstepinterviews,postalsurveysandtelephonesurveys.10WhatisTotalQualityManagement?WhatisthedifferencebetweenTQMandtraditionalmanagement?第一问：TQMstandsforTotalQualityManagement.Totalmeansthateveryoneisinvolvedinthefinalproductorservicetothecustomer.Qualityisaobjectiveratherthanasubjectiveconcept,wemustunderstanditinthesameway.Wecanmeasureandmanageit.ManagementmeansTQMwillnothappenbyaccident.第二问：Thetraditionalideaofqualitycontrolisofpeoplecheckingfinishedarticlestoseeiftheycomeuptostandard,rejectingthosethatdon’tandinvestigatingproblemswhentheyhappen.Thisisareactiveapproachtoquality---“Waituntilsomethinggoeswrongandthenfixit”.ButTQMisquitedifferentfromthat.Itisaproactiveratherthanareactiveprocess.11Whatis“cashflow”?Thecashflowshowswherecashcomesfromandwhereitgoesoveraperiodoftime.12Howdoyougiveapresentationaboutthecompany’sfinancialperformance?P141IshouldpreparewellbywritingoutwhatIwanttosayandthenpracticingit.However,itisn’tagoodideatoreaditbecauseIcan’tsoundverynaturalandcan’tmakeeyecontactwithmyaudience.SoIwilltalkfromnotesI’vemade.InthepresentationIwilldressformallyandpreparesomevisualaidstohelpme.Mostpresentationsfollowasimilarstructureandoftenusethesamelanguage.Normallyitisdividedintosixparts:Greeting,Introducingthepurposeofthepresentation,Introducingthesequenceofthepresentation,Referringtovisuals,Changingtopic,andSummarizingandconcluding.13Whatshouldabusinessplaninclude?P150Itusuallyshouldinclude:1)Executivesummary2)Natureofthebusiness3)Managementofthebusiness4)Salesandmarketing5)Productandservices6)Premises,equipmentandvehicles7)Legalandinsurance8)Financialplanning-profitandloss9)Monitoringperformance-cash-flowforecast10)Personalsurvivalbudget11)Assessingprofitability12)Contingencyplans/riskassessment14Whatisthebusinessplanfor?Ithelpsacompanytolookbacktheperformanceinthepastandanticipatetrendsandseeopportunitiesbeforethecompetitiondoes.Itisforacompanytoaskforloanfrombankandinvestmentfromshareholdersorinvestors.Ithelpsyoutosetupanewbusiness.Thecash-flowforecastisadocumentthat’sgoingtoenableyoutomonitorandcontrolyourbusiness.15Couldyoutellsomeofthereasonswhysomebusinessesfail?Mostofthosecompaniesgooutofbusinessbecauseofworkingcapitalorcash-flowproblems.Manysmallbusinessesfailbecausetheydon’tunderstandfinancewell.Increasingsalestooquicklyisoneofthelargestcausesofsmallbusinessfailure.Yourcustomerspaidlate.Youcouldn’tpayyoursuppliers.Yoursuppliersstoppedsupplyingyou,Youcouldn’tproduceanymoreproducts.Youdidn’tsupplyyourcustomersontime,Theywenttoyourcompetitorsinstead.Youdidn’tpayyourstaffregularly,Theylefttofindmoresecurejobs.Youborrowedmoremoneyfromthebank,Youcouldn’tpaytheinterest.作业216Whatistheprocedureofmarketresearch?Howdoyouwritemarketresearchreports(intermsofstructureandlanguage)?（按照结构和语言）第一问：1)Findthefocusgrouptocarryoutthemarketresearch.2)Finishthequestionnaire3)Preparethemarketresearchreports第二问：Amarketresearchreportwillusuallycontainthefollowingsections:1)Introduction2)AimsTheaimofthisresearchisto….3)Methodology(themethods)Thisresearchwasadministeredusingaquestionnairebyinviting(+人数)customers.4)Results/Keyfindings5)ConclusionsandrecommendationsTosumup,…17Whatistheproperattitudetowardsteamwork?Workinginteamsmay:1)bemotivating2)Beinteresting3)Beeducational4)Givememberstheopportunitytoworkwithdifferentpeople5)giveteammembersasensethattheyaredoingsomethinguseful.6)Makemembersfeelmorevaluableorimportant7)Allowdifferentabilitiestobeusedonaproject8)Producebettersolutionstoproblemsmorequickly18What’sthefunctionofateamleader?Thefunctionofateamleaderisoverallplanningandcoordinationofdifferentdepartments.19Whenthenewproductisfinished,howdoyoupromotetheproduct?Iwillpromotetheproductinternallyandexternally.TherearemanywaystopromotetheproductsuchasthroughBrochure,advertisements,directselling,presentations,point-of-saledisplays,newspaperarticleandpostersandsoon.20Doyouhavetopromotethenewproductinternally?Howdoyoupromoteyourproductinternationally?Yes,Ido.Oneofthepurposesoftheinternalpromotiontothemanagersandstaffwastogettheiropinionsontheproductandtoidentifytheproblem.ThenIwillknowhowtosolvetheproblemtomaketheproductsbetter.Forpromotinginternationally,Iwillpromotetheproductsintheinternationalexhibitioncenter,bookastandattheExpositionorlaunchTVadvertisementorpromoteonline.21Whatkindoftechnologyareyouusinginyourwork?IamusingtheICT(InformationCommunicationTechnology)inmywork.IalsouseInternet,intranet,computer,printer,photocopier,scannerandsoon.22Howdoyoureacttonewtechnologies?(Doyoulikeit?Doyoufeelliketogetsometraining?Anyrejectionstothetechnologies?Theyareveryuseful.I’minfavorofthem.Theyareveryconvenientforme.Theycanhelpmeimprovemyefficiency.Iliketogetsometraining.Itwillmakemecompetitiveandmorecapableofmywork.Thoughtnewtechnologiesbringuslotsofopportunities,theyalsohavesomeshortcomings.Somepeoplewillmakeuseofthemtocommitcrimes.Theycaneasilycheatonline.23Whatifyouwerenotusingthetechnology?Withoutusingthetechnology,Iwouldn’tbeabletodoworkandmyworkingefficiencywillbeverylow.24TakingIT(orICT)forexample,whatarethestrengthsandweaknessesofthistechnology?Strengths:1)Itisveryuseful.TheInternetandtheintranetbringusagreatchangeinthewayswedothings.Weuseitnotonlyforpostinginformationforgeneraluse,butwealsouseitforforums.Theteammembersintheforumcanworkindifferentplacesorcountries.Wecaneasilysearchinformationonline.2)Becauseofglobalization,ICTallowsustocontactwiththewholeworldeasily.3)Itsavespeople‘stime.Itallowspeopleworkfromhomeorotherplacesinsteadofofficeroom.Weaknesses:1)Peoplespendmoretimecommunicatingthroughtheirmodemseveninthesameofficethattalkingfacetoface.Peoplebecomemoreisolated.2)Itmakespeoplelazy.25Whattechnologyskillsapersonhastohavesoastogetorstayatajobinbusiness?Apersonshouldknow:howtousesomebasicofficesoftwaresuchasWordprocessingsoftware,Excel,PowerPointandsoon.howtosendandreceiveemailorfax.Howtousethephotocopier.Howtosurfonlinetofindtheinformationwhatthecompanyneed26Whatistheprocessofrecruitment?1)Decidingtoemploynewstaff--------Thisisthewritingofajobdescriptionandapersonspecificationtoidentifyexactlythetypeofpersonneededforthepost.2)Jobapplication.----------Companiesplaceanadvertisementforthevacancy.TheapplicantswillwriteaCVandacoveringletterandthensendthemtothecompanies.3)Selectionandrejectionofapplicants.-----Companiesinterviewandselectnewstaff.Andapplicantsapplyfortheposition.4)Companiesintroducenewstafftothenewposition.-----------induction27Fortheapplicants,whatistheprocessofapplyingforposts?1)Identifyingthevacancy.2)WritingaCVandacoveringletter(附上的说明信)3)Preparingforainterviewandtakingtheinterview.28HowtowriteaCV?Intermsoflayout:Therearethreemainformats:Chronological/timeorder,functional,andpredictive.AndyouneedtowriteacoveringlettertogetherwithyourCV.Intermsofcontent:YourCVshouldIncludeyourprofileandyourname,addressandtelephonenumberetc,includeinformationaboutyoureducation,careerandskills.Itshouldgiveinformationaboutthetasksandresponsibilitiesofthejobsyouhavedone.Intermsoflanguage:Useverbsasnouns.29Howtowinachanceofinterview?Howtoprepareforaninterview?Howtobehaveinaninterview?(p88)第一问:Preparationisthekeytowinachanceofinterview.Firstly,Youshouldmeettherequirementneededbythecompany.Youshouldbeknowledgeableandexperiencedintherelevantfieldforthepost.Secondly,youshouldwriteagoodCVandagoodcoveringletter..第二问:Youshouldfindoutasmuchasyoucanaboutthecompany.ReadovertheapplicationformoryourCVbecausetheinterviewerswillstarttheirquestionsfromwhatyouhavealreadysenttothem.Sorememberwhatyou’veputin.Alsothinkaboutthequestionstheymightaskyou.Youwillalmostnormallybeaskedwhyyouwantthejob,orwhytheyshouldgiveyouthejobabovetheothercandidates.Prepareafewquestionsforaskingthemtoshowyoucanthinkforyourself.第三问:You’vegottoconvincetheinterviewerthatyou’rethepersontheywant.Speakpositivelyaboutyourselfandemphasizeyourstrengths,skillsandtalents.Beconfidentandhaveself-belief.It’sworthbeinghonest,butoftenyoucanturnaweaknessintoastrength.30Whatwillthecompanylookatinacandidatewhenchoosingtherightperson?Thecompanylooksforacandidatewhoiskeenonthejob,whoreallywantsthatjob.Theyalsolookatwhetheryouareknowledgeableandexperiencedintherelevantfieldforthepost.作业331Howdoyouconductresearchoncompetition?(p123)8+6Iconductresearchoncompetitionthrough:--Continuousmarketresearch--Buytrademagazines--Auditconsumeruseofdifferentbrands--Visitothercompanies’headquarters--Auditshopsandtheirsales--Speaktotheemployeesofotherorganizations--Lookatotherorganizations’annualreports--VisittradefairsVisitlocallibrarySearchtheinternetTrackmediacommentaryMakedirectenquiresStudyproductliteratureUseyoureyes.32Whatarethedifferentkindsofmarketresearch?p138(7)AttituderesearchMotivationalresearchQualitativemarketresearchQuantitativemarketresearchDeskresearchMarketingcommunicationsresearchOmnibussurvey33WhatisSMARTactionplan?HowimportantistheSMARTactionplan?ItstandsforSpecific,Measurable,Achievable,Relevant,andTimed.TheSMARTactionplanisaveryimportantplanningtoolwhichhelpsanorganizationtorealizeitsgoals.ItmakesthegoalsSpecific,Measurable,Achievable,Relevant,andTimed.Accordingtothisplan,anorganizationcanmakeitsbusinesssuccessful.Itcanhelpcheckthefeasibilityoftheobjectivesmadebyanorganization.34WhatisSWOTanalysis?HowimportantisSWOTanalysiswhenacompanyneedstoidentifyareastochangeordevelop?ItstandsforStrengths,Weaknesses,Opportunities,andThreats.Itisusedbyorganizationsasameansofidentifyingareas,whichmayneedtobechanged,orareas,whichcanbedeveloped.Thistypeofanalyticaltoolrepresentsaneffort(成果)toexaminetheinteractionbetweentheparticularfeaturesofyourbusinessandtheexternalmarketplaceinwhichyoucompete.35Howdoyoupromoteyourbrandimage?Whatadsaregoodads?第一问:Brandimageistheimageofacompany’sproductsorservices.Itispromotedbytheadvertising.AndIneedtochooseanattractivename,improvethequalityofproductsandserviceandmakethemvalueformoney.It’salsoveryimportanttotrainthestaffcarefully,becausetheinternalcommunicationcanmakeeverystaffunderstandwhatthecompany’sabouttopromotethebrandimage.Ineedtofocusonreliabilityandcustomercareaswell.第二问:attractivehonestinterestingmeaningful36Whatqualitiesandskillsdoyouthinkarenecessaryorusefulforaneffectivesalesperson?Aneffectivesalespersonshouldhavethefollowingskillsandqualities:Identifyingthecustomer’sneedsexactly;Describingthosebenefitsoftheproductwhichmeetthatcustomer’sneeds;Usingevidencetosupportanyclaimsmade;Overcomingobjections;Closingthesalesuccessfully.37Howdoyouknowwhatyourcustomersneed?Howdoyoutakecustomer’scomplaint?第一问:Therearemanywaystoknowwhatthecustomersneedsuchasaskingquestionsdirectly,doingmarketresearch.第二问:Customer’scomplaintscanactuallybeagoodthingforacompanythattakescustomerserviceseriously.Onestudyshowsthatdissatisfactionwithasupplierisbyfarthemostcommonreasonwhypeopleswitchfromonecompanytoanotherwhenbuyingagivenproductorservice.Ishouldtakecustomer’scomplaintasagoodopportunitytocorrectmybusinessandmakeitmorecompetitiveandsuccessful.38Howdoyoupresentyourproducttoyour(potential)customer?Thecustomerismorelikelytobeinterestedinthebenefitsoftheproductthatitsfeatures.SowhenIpresentmyproducttomycustomer,Ineedtohighlightthebenefitstothecustomer.AndIwillusevariouspromotionalmethodssuchasbrochure,leaflet,salespresentation,andpoint-of-salesetc.39Whatistheprocessofsalesnegotiation?Whatlanguageskills(oranyotherskills)areneededinnegotiation?（p187）第一问:Therearesevenstagesofanegotiationprocess.Theyare:1Greeting&smalltalk2Drawinguptheagenda3Puttingforwardaproposal4Turningdownaproposal5Trading6Runningthroughthemainpointsagreed7Closingthesale第二问:Intermsoflanguageskills,thefollowingsareneeded:Usingtheconditional---Firstconditional,Secondconditional,ThirdconditionalUsingopen-endedquestionsIt’spolitetoacknowledgetheotherperson’sopinionbeforeyoudisagreewiththemunlessyoufeelverystronglyaboutthesubject.40Howdoyoudealwiththedifferentmanagementandbusinessstylesindifferentcultures?Inordertodealwiththedifferentmanagementandbusinessstylesindifferentcultures,Icanemploylocalmanagerstocombinethestrengthoflocalknowledgewithglobalreach,employglobalexecutive,managepeopledifferentlyindifferentcountries,anddevelopasetofmanagementcompetenciesusedworldwide.Andanotherimportantmethodistoidentify,respectandadapttotheculturedifference.