- •What is corporate culture? What is meant by academic and non-academic approach?
- •How does company culture affect employees?
- •What problems can interns experience with work placement? How can companies help interns to adapt to their work culture and achieve work-life balance?
- •What is the organigram of the company? What types of company hierarchy are known?
- •5. 1) What departments are essential for the existence of the company?
- •2) What makes a good manager?
- •6. What kind of personal problems can interns or employees experience when working abroad?
- •7. What is counseling? What counseling techniques do you know?
- •8. What do customer service and customer support refer to? (s.B #2)
- •9. What are ‘performance standards’ in customer service? Speak about ‘golden rules of customer service’? (s. B. #2)
- •10. What is a call centre? (интернет)
- •11. What is outsourcing?
- •12. Does complaining help companies to improve its performance? If so, how? How to deal with complaints? (s. B. #2)
- •13. How can companies ensure job satisfaction for their staff? Speak about quality of working life, perks and promotion prospects? (listening страница 18 №6)
- •14. What are the terms when marketing can be approached? Speak about marketing mix.
- •15. What factors influence the developing of a new product?
- •16.What are the main stages in product development and designing?
- •17.What is a cross-functional task force? What makes it different from a traditional design team?
- •18.Do you agree that “packaging is the last chance to seduce the customer”? Is packaging really so important nowadays? What functions does it perform?
- •19. What is “wrap rage”? Have you ever experienced it? Does “wrap rage” really make manufactures change the packaging?
- •20. What should staff know when the product is on the market?
- •21.What is a usp? Is it possible to develop one for all types of products or services?
- •22. What is a typical job search plan or job sculpting
- •23. What are the ten tips to crate career that will light your fire
- •24. How can you note down the difference between vocation, career and job.
- •26. What are career decisions based on? How easy is it to combine your interests with your choice of career?
- •27. What ways of getting job you know? Which ones do you think you will use?
- •28. What is the main aim of job interview for the employer and the potential employee?
- •29. How can an applicant impress an interviewer? How to be well-prepared for the job interview?
- •30. How many ways of spending a gap year can you think of? Are gap years and career breaks common in Russia?
- •32 What misconceptions about negotiations often turn up?
- •33 What issues might be subject to negotiation?
- •34 What might preparation before negotiating consist of?
- •35 What types of negotiations do you know?
- •36 What key techniques during the negotiation are used? What should you keep in mind about trading concessions?
- •38. What can serve as an incentive to improve sales? What are advantages / disadvantages of sales incentive programs.
- •39 What features does csr tend to describe?
- •40 What issues does csr cover?
- •41 Why has csr become an important area in the business world?
- •42 What areas are on the borderline between social and business policy?
- •43 Do small businesses have the same responsibilities referring to csr as multinationals?
- •44 What does ‘ to be a good corporate citizen’ mean?
- •45 What kind of corporate image does a company try to project?
- •46 What do you know about ‘golden rules of meetings’?
- •47 What is the difference between a merger and an acquisition? Are the differences great in practice? Why?
- •48 What is involved on deciding a merger or an acquisition? What steps are undertaken by the board when deciding what company to merge with?
- •49 What factors are taken into account when merging and in what case is it successful?
- •50 .What problems may arise after acquisition has happened? How are m&a perceived by employees, shareholders, customers and the general public?
- •51 How is a merger like and unlike a marriage?
- •52 What are good and wrong reasons for m&a?
- •53 What are pros and cons of taking over a business? Think about the five Gs in particular.
- •54.What types of stock market investors are known? What “animals” can you find on the stock market ?
- •55.Why are companies interested in export trade? What are the most important reasons for exporting?
- •56. What should be done before getting started on the foreign market?
- •57.What options of the distribution channel should be considered?
- •58.What other more specialized export options do you know and what do they mean?
- •59. What issues are discussed with agents and distributors?
- •60. What methods of payment in international trade do you know?
- •61. What difficulties of selling products are there in overseas markets ?
7. What is counseling? What counseling techniques do you know?
The goal of counselling is to help another person manage a personal problem using their own resources. Counselling is about listening, not about telling. It`s about talking to someone and helping, not about persuading or manipulating. Also counseling is about assisting and exploring problems, not about reassuring someone or solving their problems for them. There are the three phase of counseling:
1) Phase one: talk. This is where you encourage the problem holder to talk about the problem , and start to understand how they feel about the problem and why they feel that way.
2) Phase two: think. This is where you encourage them to think about the problem and reassess it. You help them to see their situation from a new perspective, so that they can consider the different options for dealing with the situating.
3) Phase three: act. This is where you help them to choose their own solution and to establish an action plan to manage the problem.
8. What do customer service and customer support refer to? (s.B #2)
The phrase “customer service” refers to pre-sales (enquiries), sales itself (including order processing) and post-sales (returns, complaints, etc.). The phrase “customer support” is usually limited to post-sales only.
Customer support is important because:
in an age when many competing goods and services don't differ greatly from each other, the quality of customer support can make all the difference.
good customer support leads to repeat business.
a 'silent complainer' tells all their friends.
customers have expectations of good service set by other companies.
9. What are ‘performance standards’ in customer service? Speak about ‘golden rules of customer service’? (s. B. #2)
Customer support staff are usually given pre-defined 'performance standards' which serve as guidelines in their day-to-day work. Here are some typical examples of such standards.
Get it right first time.
Only make promises that are realistic.
When you 'inherit' an error from elsewhere in the organization, do not pass it on again (instead refer it to your supervisor if you cannot deal with it).
Make all written work clear and simple (use standard formats where available).
Treat customers with the maximum courtesy and helpfulness at all times.
Leave all records and files in a state that they can be easily dealt with by someone who does not normally handle them.
Answer all telephone calls within three rings, then give a name and a friendly greeting.
Direct the conversation so that you identify the needs of the customer as soon as possible, then provide that information at the time it is needed.
12 Golden Rules of Customer Service (Internet Research)
Rule #1 – the customer is always right
Rule #2 – if the customer is wrong, refer to rule #1
Rule #3 – the customer is always a priority – handle complaints, concerns and disputes immediately
Rule #4 – never argue with a customer
Rule #5 – never make excuses or pass the buck
Rule #6 – be flexible – customers do not always know what they want and are not all the same
Rule #7 – show real respect and treat your customer how you would want to be treated
Rule #8 – be personal, sincere and friendly at all times
Rule #9 – always remain one step ahead of your customer by predicting future & current needs
Rule #10 – keep all your promises
Rule #11 – deliver your product or service on time or ahead of time
Rule #12 – exceed your customer’s expectations and always go the extra mile