雅思备考练习提升Internal Market 更新.docx
《雅思备考练习提升Internal Market 更新.docx》由会员分享,可在线阅读,更多相关《雅思备考练习提升Internal Market 更新.docx(19页珍藏版)》请在冰豆网上搜索。
雅思备考练习提升InternalMarket更新
READINGPASSAGE3:
Youshouldspendabout20minutesonQuestions27-40,whicharebasedonReadingPassage3below.
InternalMarket:
SellingtheBrandInside
Whenyouthinkofmarketing,youmorethanlikelythinkofmarketingtoyourcustomers:
Howcanyoupersuademorepeopletobuywhatyousell?
Butanother"market"isjustasimportant:
youremployees,theverypeoplewhocanmakethebrandcomealiveforyourcustomers.Yetinourworkhelpingexecutivesdevelopandcarryoutbrandingcampaigns,mycolleaguesandIhavefoundthatcompaniesveryoftenignorethiscriticalconstituency.
Whyisinternalmarketingsoimportant?
First,becauseit'sthebestwaytohelpemployeesmakeapowerfulemotionalconnectiontotheproductsandservicesyousell.Withoutthatconnection,employeesarelikelytounderminetheexpectationssetbyyouradvertising.Insomecases,thisisbecausetheysimplydon'tunderstandwhatyouhavepromisedthepublic,sotheyendupworkingatcross-purposes.Inothercases,itmaybetheydon'tactuallybelieveinthebrandandfeeldisengagedor,worse,hostiletowardthecompany.We'vefoundthatwhenpeoplecareaboutandbelieveinthebrand,they'remotivatedtoworkharderandtheirloyaltytothecompanyincreases.Employeesareunitedandinspiredbyacommonsenseofpurposeandidentity.
Unfortunately,inmostcompanies,internalmarketingisdonepoorly,ifatall.Whileexecutivesrecognisetheneedtokeeppeopleinformedaboutthecompany'sstrategyanddirection,fewunderstandtheneedtoconvinceemployeesofthebrand'spower-theytakeitasagiven.
Employeesneedtohearthesamemessagesthatyousendouttothemarketplace.Atmostcompanies,however,internalandexternalcommunicationsareoftenmismatched.Thiscanbeveryconfusing,anditthreatensemployees'perceptionsofthecompany'sintegrity:
Theyaretoldonethingbymanagementbutobservethatadifferentmessageisbeingsenttothepublic.Onehealthinsurancecompany,forinstance,advertisedthatthewelfareofpatientswasthecompany'snumberonepriority,whileemployeesweretoldthattheirmaingoalwastoincreasethevalueoftheirstockoptionsthroughcostreductions.Andonemajorfinancialservicesinstitutiontoldcustomersthatitwasmakingamajorshiftinfocusfrombeingafinancialretailertoafinancialadviser,but,ayearlater,researchshowedthatthecustomerexperiencewiththecompanyhadnotchanged.Itturnedoutthatcompanyleadershadnotmadeanefforttosellthechangeinternally,soemployeeswerestillchurningouttransactionsandhadn'tchangedtheirbehaviortomatchtheirnewadviserrole.
Enablingemployeestodeliveroncustomerexpectationsisimportant,ofcourse,butit'snottheonlyreasonacompanyneedstomatchinternalandexternalmessages.Anotherreasonistohelppushthecompanytoachievegoalsthatmightotherwisebeoutofreach.In1997,whenIBMlauncheditse-businesscampaign(whichiswidelycreditedforturningaroundthecompany'simage),itchosetoignoreresearchthatsuggestedconsumerswereunpreparedtoembraceIBMasaleaderine-business.Althoughtotheoutsideworldthislookedlikeanexternalmarketingeffort,IBMwasalsousingthecampaigntoalignemployeesaroundtheideaoftheInternetasthefutureoftechnology.Theinternalcampaignchangedthewayemployeesthoughtabouteverythingtheydid,fromhowtheynamedproductstohowtheyorganisedstafftohowtheyapproachedselling.Thecampaignwassuccessfullargelybecauseitgaveemployeesasenseofdirectionandpurpose,whichinturnrestoredtheirconfidenceinIBM'sabilitytopredictthefutureandleadthetechnologyindustry.Today,researchshowsthatpeoplearefourtimesmorelikelytoassociatetheterm"e-business"withIBMthanwithitsnearestcompetitor.
Perhapsevenmoreimportant,bytakingemployeesintoaccount,acompanycanavoidcreatingamessagethatdoesn'tresonatewithstaffor,worse,onethatbuildsresentment.In1996,UnitedAirlinesshelvedits"ComeFlytheFriendlySkies"sloganwhenpresentedwithasurveythatrevealedthedepthofcustomerresentmenttowardtheairlineindustry.Inanefforttoownuptotheindustry'sshortcomings,Unitedlaunchedanewcampaign,"Rising,"inwhichitsoughttodifferentiateitselfbyacknowledgingpoorserviceandpromisingincrementalimprovementssuchasbettermeals.Whilethiswasalogicalpremiseforthecampaigngiventhetenorofthetimes,acampaignfocusingoncustomers'distasteforflyingwasdeeplydiscouragingtothestaff.EmployeeresentmentultimatelymadeitimpossibleforUnitedtodelivertheimprovementsitwaspromising,whichinturnunderminedthe"Rising"pledge.Threeyearslater,Uniteddecidedemployeeoppositionwasunderminingitssuccessandpulledthecampaign.Ithassincemovedtoamoreinclusivebrandmessagewiththeline"United,"whichbothaudiencescanembrace.Here,afundamentalprincipleofadvertising-findandaddressacustomerconcern-failedUnitedbecauseitdidnotconsidertheinternalmarket.
Whenitcomestoexecution,themostcommonandeffectivewaytolinkinternalandexternalmarketingcampaignsistocreateexternaladvertisingthattargetsbothaudiences.IBMusedthistacticveryeffectivelywhenitlauncheditse-businesscampaign.Ittookoutaneight-pageadintheWallStreetJournaldeclaringitsnewvision,amessagedirectedatbothcustomersandinternalstakeholders.Thisisanexpensivewaytocaptureattention,butifusedsparingly,itisthemostpowerfulformofcommunication;infact,youneeddoitonlyonceforeveryoneinthecompanytoreadit.There'sasymbolicadvantageaswell.Suchatacticsignalsthatthecompanyistakingitspledgeveryseriously;italsosignalstransparency-thesamemessagegoingouttobothaudiences.
Advertisingisn'ttheonlywaytolinkinternalandexternalmarketing.AtNike,anumberof seniorexecutivesnowholdtheadditionaltitleof"CorporateStoryteller."Theydeliberatelyavoidstoriesoffinancialsuccessesandconcentrateonparablesof"justdoingit,"reflectingandreinforcingthecompany'sadcampaigns.Onetale,forexample,recallshowlegendarycoachandNikecofounderBillBowerman,inanefforttobuildabettershoeforhisteam,pouredrubberintothefamilywaffleiron,givingbirthtotheprototypeofNike'sfamousWaffleSole.Bytalkingaboutsuchinventivemoves,thecompanyhopestokeepthespiritofinnovationthatcharacterisesitsadcampaignsaliveandwellwithinthecompany.
Butwhiletheirmessagesmustbealigned,companiesmustalsokeepexternalpromisesalittleaheadofinternalrealities.Suchpromisesprovideincentivesforemployeesandgivethemsomethingtoliveupto.Inthe1980s,Fordturned"QualityIsJob1"fromaninternalrallyingcryintoaconsumersloganinresponsetothethreatfromcheaper,morereliableJapanesecars.Itdidsobeforetheclaimwasfullyjustified,butbyplacingitinthepublicarena,itgaveemployeesanincentivetomatchtheJapanese.Ifthepromiseispushedtoofarahead,however,itlosescredibility.WhenabeleagueredBritishRaillaunchedacampaignannouncingserviceimprovementsunderthebanner"We'reGettingThere,"itdidsoprematurely.Bydrawingattentiontothegapbetweenthepromiseandthereality,itprompteddestructivepresscoverage.This,inturn,demoralisedstaff,whohadbeenlegitimatelyproudoftheserviceadvancestheyhadmade.
Questions27-32
Completeeachsentencewiththecorrectending,A-E,below.
Writethecorrectletter,A-E,inboxes27-32onyouranswersheet.
NBYoucanuseanylettermorethanonce.
27Ahealthcompany
28Afinancialinstitution
29Acomputercompany
30Anairline
31Asportshoecompany
32Arailwaycompany
Aalienateditsemployeesbyitsapologeticbrandingcampaign.
Battractednegativepublicitythroughitsadvertisingcampaign.
Cproducedconflictingimagebetweenitsemployeesandthegeneralpublic.
Dsuccessfullyusedanadvertisingcampaigntoinspireemployees.
Edrawsonthelegendsofthecompanyspirit.
Questions33-40
DothefollowingstatementsagreewiththeclaimsofthewriterinReadingPassage3?
Inboxes33-40onyouranswersheet,write
YESifthestatementagreeswiththeclaimsof'thewriter
NOifthestatementcontradictswiththeclaimsofthewriter
NOTGIVENifitisimpossibletosaywhatthewriterthinksaboutthis
33Astrongconvictioninthebrandcancontributetohigherjobperformance.
34Itiscommonforcompaniestooverlookthenecessityforinternalcommunication.
35ConsumerswerereadytoviewIBMasaleaderine-businessbeforetheadvertisingcampaign.
36UnitedAirlines'failureinitsbrandingcampaignwasduetothebadadviceofanadvertisementagency.
37UnitedAirlineseventuallyabolisheditscampaigntoboostimageastheresultofamarketresearch.
38ItisanexpensivemistakeforIBMtolaunchitsnewe-businesscampaign.
39Nikeemployeesclaimedthattheywereinspiredbytheircompanytales.
40Aslightdifferencebetweeninternalandexternalpromisescancreateasenseofpurpose.
显示答案
27.C
28.C
29.D
30.A
31.E
32.B
33.Yes
34.Yes
35.No
36.No
37.NotGiven
38.No
39.NotGiven
40.Yes
解题思路
27.该题对应文章第三段中间“Onehealthinsurancecompany,forinstance…”。
很明显可以看出这里所写的内容是一个例子,用以证明前一句的观点“Theyaretoldonethingbymanagementbutobservethatadifferentmessageisbeingsenttothepublic”。
所以正确答案为选项C“producedconflictingimagebetweenitsemployeesandthegeneralpublic”。
28.该题同样对应文章第三段中间“Andonemajorfinancialservicesinstitution…”。
很明显可以看出该题与前一道题所讲到的“healthinsurancecompany”一样都是为了说明观点“Theyaretoldonethingbymanagementbutobservethatadifferentmessageis