- •Abc of Commerce
- •080102 «Мировая экномика»
- •Рецензенты:
- •Г.И. Лушникова
- •С.В. Бондаренко
- •Шоркина Ольга Дмитриевна
- •650992, Г. Кемерово, пр. Кузнецкий, 39. Тел. 25-74-16.
- •Введение
- •Unit 1 production meaning of productuon
- •1.1. Active word list. Read the words and word combinations and learn them.
- •Key words
- •1.2. Word- building.
- •1.3. Choose the synonym to the word.
- •1.4. Translate the sentences paying attention to the words and phrases in bold type. If it is necessary consult a dictionary.
- •1.5. Read text 1a. Pay attention to the difference between producers. Text 1a Meaning of Production
- •Comprehension
- •1.6. Answer the following questions.
- •1.7. Say if the statements are true or false. Correct the false variant.
- •1.8. Read text 1b to find answers to the given questions.
- •Text 1b Types of Commercial Work
- •1. What are the differences between home and foreign trade?
- •3. Who provides personal services to the public?
- •4. What industries can production be divided into?
- •5. Why are all production firms interdependent?
- •6. What is the difference between a producer and a consumer?
- •1.9. Which words go together?
- •1.10. Complete the sentences by choosing suitable phrases from the right-hand column.
- •1.11. Find the correct word from the box below to complete each sentence.
- •1.12. Skim through text 1c and formulate its main idea.
- •Text 1c Factors of Production
- •1.13. Translate into English.
- •1.14. Problem solving.
- •Unit 2 retailing
- •2.1. Active word list. Read the words and word combinations and learn them.
- •2.2. Word –building.
- •2.3.Which words go together?
- •2.4. Read text 2a. Answer the questions after the text. Text 2a The Place Of Retailers In Production
- •Comprehension
- •2.5. Answer the following questions.
- •2.6. Which words go together?
- •2.7. Complete the sentences by choosing suitable phrases from the right-hand column.
- •2.8. Read and translate text 2b and define if the statements below the text are true or false.
- •Text 2b Department stores, Discount stores, Hypermarkets
- •2.9. Say if the statements are true or false. Correct the false variant.
- •2.10. Skim through text 2c and formulate its main idea.
- •Text 2c Mail Order Firms. Cooperative – Retail Societies
- •2.11. Give as many variants as possible to complete the following sentences.
- •2.12. Translate into English.
- •2.13. Case study
- •Yedo Department Stores: fact file
- •Yedo Department Stores: extract from twcb’s market report
- •3 Competition
- •4 Trends
- •Unit 3 wholesaling
- •3.1. Active word-list. Read the words and word combinations and learn them.
- •Key words
- •3.2. Word- building.
- •Recall the meaning of the suffixes.
- •Наречие:
- •3.3. Translate the sentences paying attention to the words and phrases in bold type. If it is necessary consult a dictionary.
- •3.4. Read text 3a. Answer the questions after the text.
- •Text 3a The Work Of Wholesalers
- •Comprehension
- •3.5. Answer the following questions.
- •3.6. Which words go together?
- •3.7. Complete the sentences by choosing suitable phrases from the right-hand column.
- •3.8. Read and translate text 3b and define if the statements below the text are true or false. Text 3b Methods Used By Wholesalers To Increase Sales
- •Summary Wholesalers
- •M anufacturers
- •3.9. Say if the statements are true or false. Correct the false variant.
- •3.10. Skim through text 3c and formulate its main idea.
- •Text 3c Franchising
- •3.11. Translate into English.
- •3.12. Write the number of each picture next to the correct method of transportation.
- •3.13. Match the terms on the left to the descriptions on the right.
- •3.14. Case study Marcia Lee jeans Background
- •Unit 4. Channels of distribution
- •4.1. Active word-list. Read the words and word combinations and learn them.
- •Key words
- •4.2. Word- building.
- •4.3. Read text 4a. Get ready to discuss its information. Channels Of Distribution
- •Summary
- •Comprehension
- •4.4. Answer the following questions.
- •4.5. Which words go together?
- •4.6. Find the correct word(s) from the box below to complete each sentence.
- •4.7. Complete the sentences by choosing suitable phrases from the right-hand column.
- •4.8. Say if the statements are true or false. Correct the false variant.
- •4.9. Give as many variants as possible to complete the following sentences.
- •4.11. Translate into English.
- •4.12. Role-play.
- •Unit 5 middlemen of trade
- •5.1. Active word-list. Read the words and word combinations and learn them.
- •Key words
- •5.2. Word - building.
- •5.3. Translate the sentences paying attention to the words or phrases in bold type.If it is necessary consult a dictionary.
- •5.4. Read text 5a. Pay attention to the difference between the middlemen of trade. Text 5a The Middlemen Of Trade
- •Types of middlemen
- •Summary The middlemen of trade
- •Comprehension
- •5.5. Answer the following questions.
- •5.6. Which words go together ?
- •5.7. Find the correct word(s) from the box below to complete each sentence.
- •5.8. Complete the sentences by choosing suitable phrases from the right-hand column.
- •5.9. Say if the statements are true or false. Correct the false variant.
- •5.10. Complete each sentence below with a word or phrase from the box.
- •5.11. Translate into English.
- •5.12. Case study Background
- •Brainstorming Session
- •Unit 6 foreign trade
- •6.1. Active word-list. Read the words and word combinations and learn them.
- •Key words
- •6.2. Word - building.
- •6.3. Match English and Russian pairs of words.
- •6.4. Translate the sentences paying attention to the words and phrases in bold type. If it is necessary consult a dictionary.
- •6.5. Read text 6a. Answer the questions after the text. Text 6a
- •International Specialization
- •6.6. Answer the following questions.
- •6.7. Give either Russian (a) or English (b) equivalents to the phrases.
- •6.8. Read text 6 b to find answers to the given questions.
- •Text 6 b Difficulties Faced By Exporters
- •Comprehension
- •6.9. Answer the questions.
- •6.10. Which words go together ?
- •6.11. Say if the statements are true or false. Correct the false variant.
- •6.12. Skim through text 6c and formulate its main idea.
- •Text 6c The Customs And Excise
- •Comprehension
- •6.13. Answer the questions.
- •6.14. Translate into English.
- •6.15. Case study.
- •Reasons for falling profits
- •Unit 7 marketing
- •7.1. Active word-list. Read the words and word combinations and learn them.
- •Key words
- •7.2. Word - building.
- •RСуществительное: отвлеченное понятие ecall the meaning of the suffixes.
- •7.3. Read and translate. Guess the meaning of international words.
- •7.4. Translate the sentences paying attention to the words and phrases in bold type. If it is necessary consult a dictionary.
- •7.5. Read text 7a and get ready to discuss its information. Text 7a Marketing
- •Comprehension
- •7.6. Answer the following questions.
- •7.7. Give either Russian (a) or English (b) equivalents to the phrases.
- •7.8. Read the text attentively. Divide it into logical parts. Find or compose the topic sentences of each part. Use the material of the tasks above.
- •7.9. Read text 7b and define if the statements below the text are true or false.
- •Text 7b Pricing
- •7.10. Say if the statements are true or false. Correct the false variant.
- •7.12. Read text 7c to find answers to the given questions.
- •Text 7c More About "The Marketing Mix "
- •What is product? Why are forward – thinking companies developing new products?
- •2. What is place?
- •3. What must each stage add to the product? What is "breaking the bulk"?
- •4. What is place? What takes account of the value of a product?
- •5. What is promotion?
- •6. What is a "unique selling proposition"?
- •7.13. Case study Building relationships
- •Supplementary reading unit 1
- •Integration Of Russia In The World Economy
- •Production Costs
- •Unit 2 Self-Service
- •Selling Techniques
- •Unit 3 Buying Wholesale
- •The wholesale firm
- •Unit 4, 5 Merchant-Wholesalers
- •International Trade
- •Terms of Contract
- •Foreign Trade
- •Unit 7 Marketing and Promotion
- •Channels Of Marketing
- •Appendix 1
- •Conversational formulars
- •References
- •Contents
- •Шоркина Ольга Дмитриевна
- •650992, Г. Кемерово, пр. Кузнецкий, 39. Тел. 25-74-16.
6. What is a "unique selling proposition"?
Every product must possess a "unique selling proposition"-features and benefits that make it unlike any other product in its market.
In promoting a product, the attention of potential customers is attracted and an interest in the product is aroused, creating a desire for the product and encouraging customers to take prompt action.
7.13. Case study Building relationships
Background
Kimsoong, a Korean car manufacturer, has its European headquarters near Paris. It has sales franchises in most European countries which not only sell cars and motor accessories but also have servicing facilities. The larger outlets also offer fast-fitting of tyres and exhausts and deal in used cars.
Over the last ten years Kimsoong, with its reputation for reliability at low prices, has built up market share at the lower end of the market. Their basic models include many 'extras' which other manufacturers charge for. Kimsoong also makes large donations to environmental groups and is seen as an organisation with a social conscience. Furthermore, its R&D Department is developing an 'eco-car' which uses an alternative power source.
Problems
Intense competition is forcing Kimsoong to consider new ways of generating business. Management believe that if the company looks after existing customers well, they may buy three or four Kimsoong vehicles over a ten-year period. Therefore, Kimsoong’s new strategy is to hold on to develop a more accurate buyer profile. (At present, data is from questionnaires sent to customers following sales but only 40% are returned.) However, because of pressure on profits, they need to achieve these objectives at a low cost.
Solutions
A customer loyalty programme will be developed by the Customer Services Department at head office. It will be available to all European franchises and costs will be shared 50/50 with head office. Its aims are:
to build up long-term customer relationships, thereby increasing profits
to increase customer loyalty
to draw up an accurate buyer profile
to encourage staff to be more active in bulding up good customer relations.
Kimsoong customer profile
Age Under 30 48% 31-40 27% 41-50 15% Over 51 10% |
Sex Male 52% Female 48% |
Occupation Student 8% Self-employer 15% Employed 75% Retired 2%
|
Interests (in order of importance) 1 Eating /drinking 2 Sport 3 Travel 4 Environment 5 Health / fitness 6 Reading 7 The arts 8 Politics
|
Percentage of repeat buyers 15% |
Income group Higher income 2% Middle income 82% Lower income 16% |
Reason for not repeating purchase Bought competitior's model 52% Dissatisfied with service 26% Relocated 8% No longer drive 5% Don't know 9% |
After-sales care (customer rating) Excellent 4% Very good 12% Good 17% Fair 61% Poor 6% |
Customers' priorities (in order of importance) 1 Economy 2 Price 3 Reliability 4 After-sales service 5 Lenght of warranty 6 Performance 7 Comfort |
Task
Work in small groups. You work in Customer Services at head office.
1. Prepare a presentation of your plans for the customer loyalty programme. In addition to your own ideas, you may want to include some of the following:
discounts to existing customers who buy a new Kimsoong car
a monthly company magazine sent free to all customers
free servicing for the first three years of ownership
generous terms when customers trade in old models.
2. Present your ideas to your colleagues.
3. Working as one group, devise a customer loyalty programme using the best ideas from each group.