4. Prove that good customer care is extremly important for any business. Give examples of codes of practice of companies you know.

Nowadays more and more companies are addicted to providing good customer care. This tendency is explained very simply: every customer likes to be treated well. In this case the customer will return again and again. So it's a possibility for a company to get repeat business and gain customer loyalty. Customer loyalty leads to strong long-lasting relationships and high profitability. Code of practice sets out specific standards of conduct for participants in the direct marketing industry in relation to consumers and serves as a benchmark in solving disputes between industry participants and customers. There are two main rules of code of practice, the first is that customers are always right, and the second rule is that if the customer isn't right, look the first rule. And of course the staff must be polite and thankful. Many big companies have code of practice. For example: IKEA provides a special Business Catalogue, optional delivery and assembly services. The trained staff can help with everything from individual workstations to planning a complete office. And if you have any comments about their service or their products, you can tell them and they will do everything possible to put the matter right. Another company: British Airways. Its employees who make customers unhappy must apologize in person (from food and calculators to soft toys and chocolates).

5. Speak about companies whose goods you prefer. Explain why companies try to win customer loyalty.

I have a few companies which goods I prefer but I want to point out Samsung Company. This company produces a lot of kinds of electronics: TV sales, mobiles, video and audio players, vacuum cleaners, microwaves, batteries, refrigerators, cookers, monitors and etc. So we conclude that our entire house can be equiped with Samsung products. These products have high quality they are well-made, reliable and durable. By the way it has its official service center in Minsk, so if you would have any problems about the product you have the place where to turn for support. This company gained the popularity and loyalty of people all over the world. *look sheet 5*

6. You are going to make a business trip to a foreign country. Speak on the importance of knowing cultural differences and social conventions of traveling abroad.

It is very important to know cultural differences and social conventions. By the way every country has its own way of life, if you don't know these features you can get into ridiculous situation. For example in Asian countries it is rude to look people in the eyes, British people like to talk about their salaries, and in Saudi Arabia it is rude to refuse a cup of coffee. Having these cross-cultural skills you can easily communicate with foreigner and make business without any troubles.

I think every business person should learn these cultural differences & social conventions. It important to behave correctly in any situation. For example, the British like arguments, the Japanese don't, and they dislike raising the opposite opinion. In Japan everyone respects the opinion of the majority. It's usual to shake hands at the first time you meet a British colleague, and it isn't a good idea to name German colleagues by their first names only at work. So if you know such things you'll be successful, otherwise you'll get into difficulties. Sometimes it's very important for your business; you can lose a great amount of money if you behave incorrectly. For instance in Turkey one bargain wasn't made because Russian businessman didn't know one small rule: if you want to have business with the Turkish at the end of the deal you should allow a small discount to show your confidence and respect to your partner. So the Russian didn't reduce the price and the Turkish was offended. So in this example you can see the importance of knowledge of social conventions if you go on a business trip.

7. Speak on the areas which are typical trouble spots. What tips can you suggest to deal with problem effectively?

Troubleshooting or solving problems is very important in business. These days business is extremly competitive and it's competitive in terms of time and in terms of money. There are some particular areas which are typical trouble spots. Starting at the very beginning of a project, quite often people don't plan effectively. You can never plan early enough especially in a large and complex project. Part of that planning involves making sure that everybody on the project understands his or her role; and that the objectives of the project are regularly reviewed, so that everybody understands how the project is going on to meet the needs of the market and whether it is still relevant. It's very important that a project team communicates well within itself and also to people outside the team. You should try to have a democratic spirit in a project, allowing people to speak openly to ask questions and to feel that they own the project as much as the managers or the client may do. There are some important strategies to avoid problems. In order to avoid problems happening you should be realistic. You should be realistic in the number of people working on the project and the size of the project. When you put pressure on a project because you don't have enough people working on it, or you are spending too much money you create problems. Pressure means problems, so to avoid problems you must reduce the pressure.

8. What points would you include while writing a company profiIe? Why each of items is so important? Give your reasons.

Info about the founder, description of the company and its product, short annual reports to show that they are established and have experience in their field.

9. Speak on the role of advertising in selling products. What are the 4 ways in which advertising can work? Think how to advertise jeans and a washing machine.

Advertisement brings the product to the public's attention and advertisement gives information about product's features or characteristics; advertisement gives us information about the most shiniest sight of the product. Advertising works in 4 ways. They are: the first is to inform. The second is to persuade .the third is to remind and the forth is to motivate. Now I'll tell some words about each of them. Advertising must inform people about new product, about its advantages about its price and so forth, and of course good advertising must persuade people to buy only this product, then advertising must remind to a customer about the product everywhere in the street, in the bus and so on, and the last point is that advertising must motivate people to buy this product to say in another way we must make a consumer to buy sometimes it is very difficult because a consumer doesn't like to be under a pressure. If I want to advertise jeans, I'll begin with informing its good sights. Then I'll tell about its features, and then I'll tell that you won't be able to find these jeans elsewhere cheaper than here, and at last I'll say that if you buy these jeans right now. I'll give good warranty and I'll make discount only for you.