商务英语上简答题总结1.docx

1、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 STEP analysis-STEP stands for Sociological, Technological, Economic and Political. (STEEP-Sociological, Technological, Economic, Ecological and Political). It is a useful management tool which helps companies understand the external factors that can affect their busines

2、ses. TQM-It stands for Total, Quality, and Management. SWOT-It stands for Strengths, Weaknesses, Opportunities, and Threats. It is a management tool which helps an organization to identify its strengths and weakness, understand the opportunities presented by the marketplace and the threats that it f

3、aces in the market. SMART-It stands for Specific, Measurable, Achievable, Relevant, and Timed. It is a important planning tool which helps an organization to realize its goals. It makes the goals specific, measurable, achievable, relevant and timed. It can help check the feasibility of the objective

4、s made by the company. Annual report-It will look back over the year and will talk about the profit and loss account, detail the cash-flow forecast, where cash has come from, where its gone, and also will look at the balance sheet at the beginning or end of the year thats just ended.The balance shee

5、t -this statement shows an organizations assets(what is owns)against its liabilities(what it owes) at a particular time-usually the beginning or end of a financial period, such as a month or year. Cash flow- The cash flow shows where cash comes from and where it goes over a period of time. The cash-

6、flow forecast is a document thats going to enable you to monitor and control your business. The profit and loss account-This compares what the company has earned from sales with what the company spent to make those sales.作业1Module 1 Changes and the company1What are the different ways in which organi

7、zations can be structured？Organizations often have either a tall structure or a flat structure.A tall structure usually has many levels or layers of management. It is hierarchical.A flat structure has fewer layers of management. This often results in more individual responsibility.2What factors may

8、contribute to the changes in an organization？It considers changes which have happened as a result of technology, new working practices and increasing globalization.Sociological, Technological, Economic, Ecological and Political factors may contribute to the changes in an organization.3. How have the

9、se changes affected people at work? How have the changes affected people personally?Effects on people at work:Positive:working with new technology, such as quicker communication , to be more convenient，efficient, increased efficiency, Work from home/telecommuting.Increased job securityGoing to other

10、 country or place to work/Set up ones own business, developing his careerNegative:Bring more challenge and opportunitiesUnder great pressure, stressful and difficult, severe competition Effects on people personallyExperiencing a different lifestyleTravelingImproved salaryChange a job easily4How does

11、 an organization operate in a global market？(p22)In response to this growing global market, companies need to make changes to adapt.1)Building capacity-Businesses have attempted to remain competitive and commercially profitable on the global market. They have also aimed to attain world-class perform

12、ance.2)Investing in people-Focusing on developing the potential of each individual employee.3)Meeting customer expectationsSatisfying the greater choice as well as lower prices demanded by customers4)Strengthening the role of management-Promoting a vision that everyone working in the company can und

13、erstand.5. Advantages and disadvantages of working at home?Advantages:DisadvantagesNo traffic jams-Saving timeMore flexibleGet more free time.Fewer distractions.More work can be done.People feel isolated.Less human contactLess social activities.Find a balance between working at home and working in t

14、he office. One cant work in complete isolation. One needs some contact with the outside world.Module 2 The Customer6 How important is a strong customer service policy to the success of the company?A companys success mainly depends on the customers . Without a strong customer service, a company cant

15、make living and survive for a long time. A strong customer service policy ensures the improvement of the customer service.7. What is a company supposed to do to improve customer service?Making everyone aware of how important a good customer service is.Train the staff on customer care. Every one shou

16、ld learn to be more helpful, pleasant and friendlyProvide a friendly environment to get customers feedback quickly to meet their needs.8. About brand values, what should a company do to increase its brand value?The five brand values are: quality, friendliness, innovation, value for money and choice.

17、In order to increase the brand value, a company should provide the higher quality of products and service; train the staff to be more friendly and knowledgeable; innovate frequently; improve its service to a high level ; have various products available; have a good supervision system.9 How do you ge

18、t customer feedback? How do you conduct the survey? How do you select the sample group of people? (Or how are you supposed to?)第一问:There are three ways of getting feedback from customers: in face-to-face interviews, on the telephone and through a written questionnaire.第二问:Choose a sample of the targ

19、et customers to ask questions relating to the data the company needs.conducting an interviewTelephone the customersHand out the companys questionnaires ,brochures or materials for the customers to fill in.Send emails or letter to the customers第三问：survey the sample group of people in their own home i

20、s often useful. There are three main types of survey: doorstep interviews, postal surveys and telephone surveys.10 What is Total Quality Management? What is the difference between TQM and traditional management?第一问：TQM stands for Total Quality Management. Total means that everyone is involved in the

21、 final product or service to the customer. Quality is a objective rather than a subjective concept, we must understand it in the same way. We can measure and manage it. Management means TQM will not happen by accident. 第二问：The traditional idea of quality control is of people checking finished articl

22、es to see if they come up to standard, rejecting those that dont and investigating problems when they happen. This is a reactive approach to quality-“Wait until something goes wrong and then fix it”.But TQM is quite different from that. It is a proactive rather than a reactive process.11 What is “ca

23、sh flow”?The cash flow shows where cash comes from and where it goes over a period of time.12 How do you give a presentation about the companys financial performance?P141I should prepare well by writing out what I want to say and then practicing it. However, it isnt a good idea to read it because I

24、cant sound very natural and cant make eye contact with my audience. So I will talk from notes Ive made. In the presentation I will dress formally and prepare some visual aids to help me.Most presentations follow a similar structure and often use the same language. Normally it is divided into six par

25、ts: Greeting, Introducing the purpose of the presentation, Introducing the sequence of the presentation, Referring to visuals, Changing topic, and Summarizing and concluding.13 What should a business plan include? P150It usually should include:1) Executive summary2) Nature of the business3) Manageme

26、nt of the business4) Sales and marketing5) Product and services6) Premises, equipment and vehicles7) Legal and insurance8) Financial planning-profit and loss9) Monitoring performance-cash-flow forecast10) Personal survival budget11) Assessing profitability12) Contingency plans/risk assessment14 What

27、 is the business plan for?It helps a company to look back the performance in the past and anticipate trends and see opportunities before the competition does. It is for a company to ask for loan from bank and investment from shareholders or investors. It helps you to set up a new business. The cash-

28、flow forecast is a document thats going to enable you to monitor and control your business.15 Could you tell some of the reasons why some businesses fail?Most of those companies go out of business because of working capital or cash-flow problems. Many small businesses fail because they dont understa

29、nd finance well.Increasing sales too quickly is one of the largest causes of small business failure.Your customers paid late. You couldnt pay your suppliers.Your suppliers stopped supplying you, You couldnt produce any more products. You didnt supply your customers on time, They went to your competi

30、tors instead.You didnt pay your staff regularly, They left to find more secure jobs.You borrowed more money from the bank, You couldnt pay the interest. 作业216 What is the procedure of market research? How do you write market research reports ( in terms of structure and language)?（按照结构和语言）第一问：1) Find

31、 the focus group to carry out the market research.2) Finish the questionnaire3) Prepare the market research reports第二问：A market research report will usually contain the following sections:1) Introduction 2) Aims The aim of this research is to.3) Methodology(the methods) This research was administered using a questionnaire by inviting (+人数) customers.4) Results/Key findings 5) Conclusions and recommendations To sum up, 17 What is the proper attitude towards teamwork?Working in teams may:1) be motivating2