- •1. What unwritten rules do you imagine you might encounter?
- •2. How can companies help interns to adapt to their work culture?
- •3. Describe a company’s possible structure.
- •1. What are the advantages and disadvantages of working in a call centre?
- •2. Are you for or against outsourcing call centers from industrialized countries to the developing world?
- •3. Describe skills and qualities of an efficient helpline operator.
- •4. What annoys you most as a customer?
- •1. What is the difference between customer service and customer support?
- •2. Why is customer support important?
- •3. How do many modern companies view complaints?
- •1. What communication facilities do you know (telephones and beyond)? (u.47)
- •2. Describe a phoning scenario. (u.48)
- •1. What are the functions of packaging?
- •2. What are the qualities and structure of a good presentation?
- •3. What stages of product development do you know?
- •1. What does the term product refer to?
- •2. What should sales staff know about the finished product?
- •1. What are the famous ‘4 Ps’ of marketing? (u.22-25)
- •2. What do you know about brands and branding? (u.22)
- •3. What can you say about pricing? (u.23)
- •4. What types of shops do you know? (u.24)
- •5. What is direct marketing? (u.24)
- •6. What advertising media can you name? (u.25)
- •7. What promotional activities may be used by retailers? (u.25)
- •4. Give an example of a person’s career (with the events in chronological order).
- •5. Think of advantages and disadvantages of taking a gap year and the ways of spending it.
- •2. What are skills and qualities of ‘the right person” companies look for? (u.4)
- •3. What types of pay and benefits may an employee receive? (u.5)
- •1. Do you prefer shopping in a store or on a website? Give your reasons.
- •2. What measures do e-tailers take to turn surfers into shoppers?
- •3. What is a conversational agent?
- •4. What steps in an e-tail transaction can you name?
- •1. What issues might be subject to negotiation?
- •2. What are the key techniques used during the negotiation?
- •2. What types of negotiation do you know? (u.62)
- •3. How can you prepare to negotiate? (u.63)
- •4. What should you do when negotiations get stuck? (u.65)
- •1. What are good and wrong reasons for mergers and acquisitions?
- •2. What are the five Gs of a possible acquisition?
- •3. How are mergers and acquisitions perceived by employees/ shareholders/ customers/ the general public?
- •4. Give examples of a company’s performance.
- •1. What problems may an acquisition bring to a target company?
- •5. What types of stakes do you know? (u.34)
3. What types of pay and benefits may an employee receive? (u.5)
Employee may receive some types of pay such as, salary every month and wages every week for work done. Also employee can receive some benefits. There are tips – money that customers leave in addition to the bill.
Also some people get a basic salary, plus commission that is a percentage of the sold. There are some good fringe benefits (perks) with job, for example, a company car, a health plan to pay the costs of medical treatment if employee get ill; and the company can makes payments for pension – it is money that employee will get regularly after stop working. The bonuses, the car, the health plan, the pension etc. are benefits package.
Remuneration package and compensation package are used to talk about all the pay and benefits that employees receive. For example, share options – the right to buy the company’s share at low price. Also there are performance (-related) bonuses in the end of year if the manager reaches particular objectives for the company.
Module 5 Student’s book
1. Do you prefer shopping in a store or on a website? Give your reasons.
As for me, the best way of buying is in a store. However there are things, which I prefer buying on a website. More often it’s knick-knack or special things. Buying on a website has its advantages and disadvantages. On the one hand, it’s really fast and you can find a website, where price will be the lowest. Moreover there are not annoying assistants, who will try to impose their opinion on you. On the other hand you can’t check the quality of product, while choosing it, but only on delivery.
2. What measures do e-tailers take to turn surfers into shoppers?
3. What is a conversational agent?
Conversational agent is intelligent computer program. Some companies offer animated characters that appears on the customer’s screen, and can answer questions and chat with the customers. Conversational agent can increase by as much as 50%, because the longer customers spend on the sire, hearing and asking questions about a product, the more chance there is they will buy it. And research has shown that people trust what they hear from a conversational agent much more than what they simply read on a website.
4. What steps in an e-tail transaction can you name?
The prospective customer looks up the products on a search engine.
The customer clicks on the link to the seller’s site.
The customer browses the site and identifies the product which interests him.
The customer prices similar products on other sited.
The customer selects a product and places it in a cart.
The customer goes to the check-out and pays by credit card.
The website records the transaction and generates an invoice.
The website sends an instruction to the warehouse to ship the product.
The customer’s credit card account is debited.
The product is shipped to the customer’s address by mail or express carrier.
The customer sends the faulty product back under guarantee.
The seller exchanges the product or gives a refund.