商务英语上简答题总结1.docx

商务英语上简答题总结1.docx

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商务英语上简答题总结1

商务英语（上）简答题总结

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1

Module1Changesandthecompany

1．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.

Increasedjobsecurity

Goingtoothercountryorplacetowork/

Setupone’sownbusiness,developinghiscareer

Negative:

Bringmorechallengeandopportunities

Undergreatpressure,stressfulanddifficult,severecompetition

Effectsonpeoplepersonally

Experiencingadifferentlifestyle

Traveling

Improvedsalary

Changeajobeasily

4．Howdoesanorganizationoperateinaglobalmarket？

（p22）

Inresponsetothisgrowingglobalmarket,companiesneedtomakechangestoadapt.

1）Buildingcapacity-----Businesseshaveattemptedtoremaincompetitiveandcommerciallyprofitableontheglobalmarket.Theyhavealsoaimedtoattainworld-classperformance.

2）Investinginpeople------Focusingondevelopingthepotentialofeachindividualemployee.

3）Meetingcustomerexpectations—Satisfyingthegreaterchoiceaswellaslowerpricesdemandedbycustomers

4）Strengtheningtheroleofmanagement----Promotingavisionthateveryoneworkinginthecompanycanunderstand.

5.Advantagesanddisadvantagesofworkingathome?

Advantages:

Disadvantages

Notrafficjams---------Savingtime

Moreflexible

Getmorefreetime.

Fewerdistractions.

Moreworkcanbedone.

Peoplefeelisolated.

Lesshumancontact

Lesssocialactivities.

Findabalancebetweenworkingathomeandworkingintheoffice.Onecan’tworkincompleteisolation.Oneneedssomecontactwiththeoutsideworld.

Module2TheCustomer

6Howimportantisastrongcustomerservicepolicytothesuccessofthecompany?

Acompany’ssuccessmainlydependsonthecustomers.Withoutastrongcustomerservice,acompanycan’tmakelivingandsurviveforalongtime.Astrongcustomerservicepolicyensurestheimprovementofthecustomerservice.

7.Whatisacompanysupposedtodotoimprovecustomerservice?

Makingeveryoneawareofhowimportantagoodcustomerserviceis.

Trainthestaffoncustomercare.Everyoneshouldlearntobemorehelpful,pleasantandfriendly

Provideafriendlyenvironmenttogetcustomers’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.

conductinganinterview

Telephonethecustomers

Handoutthecompany’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?

P141

IshouldpreparewellbywritingoutwhatIwanttosayandthenpracticingit.However,itisn’tagoodideatoreaditbecauseIcan’tsoundverynaturalandcan’tmakeeyecontactwithmyaudience.SoIwilltalkfromnotesI’vemade.InthepresentationIwilldressformallyandpreparesomevisualaidstohelpme.

 Mostpresentationsfollowasimilarstructureandoftenusethesamelanguage.Normallyitisdividedintosixparts:

Greeting,Introducingthepurposeofthepresentation,Introducingthesequenceofthepresentation,Referringtovisuals,Changingtopic,andSummarizingandconcluding.

13Whatshouldabusinessplaninclude?

P150

Itusuallyshouldinclude:

1）    Executivesummary

2）    Natureofthebusiness

3）    Managementofthebusiness

4）    Salesandmarketing

5）    Productandservices

6）    Premises,equipmentandvehicles

7）    Legalandinsurance

8）    Financialplanning-profitandloss

9）    Monitoringperformance-cash-flowforecast

10） Personalsurvivalbudget

11） Assessingprofitability

12） Contingencyplans/riskassessment

14Whatisthebusinessplanfor?

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2

16Whatistheprocedureofmarketresearch?

Howdoyouwritemarketresearchreports（intermsofstructureandlanguage）?

（按照结构和语言）

第一问：

1）    Findthefocusgrouptocarryoutthemarketresearch.

2）    Finishthequestionnaire

3）    Preparethemarketresearchreports

第二问：

Amarketresearchreportwillusuallycontainthefollowingsections:

1）    Introduction

2）    AimsTheaimofthisresearchisto….

3）    Methodology（themethods）Thisresearchwasadministeredusingaquestionnairebyinviting（+人数）customers.

4）    Results/Keyfindings

5）    ConclusionsandrecommendationsTosumup,…

17Whatistheproperattitudetowardsteamwork?

Workinginteamsmay:

1）    bemotivating

2