3. Complete the following phrases:

------- systems sales ------- ------- management ------- knowledge ------- features

to integrate to ------- to include ----- -------- part to mitigate ----- ------- functions

4. Fill in prepositions or adverbs if necessary. These are tips for you:

to be used in – используется в

to be combined with – сочетается с

to be integrated in – интегрироваться

1. Sales force management systems are information systems used … marketing and management that help automate some sales and sales force management functions. 2. They are frequently combined … a Marketing Information System, in which case they are often called Customer Relationship Management (CRM) systems. 3. More developed SFA systems have features where customers can actually model the product to meet their required needs … online product building systems. 4. If SFA systems aren’t adopted and properly integrated … all departments, there might be a lack of communication which could result in different departments contacting the same customer for the same purpose.

5. Let the members of the class ask and answer questions. Give short answers and add a sentence of your own.

Model:

What are Customer Relationship Management (CRM) Systems?

6

Model:

A.: Did you take part in the discussion?

B.: I’m afraid I didn’t quite hear what you said.

A.: I asked if you took part in the discussion.

B.: I did. The discussion was very interesting.

. Ask one another questions as in the model. Repeat your question beginning it with I asked if…

Student B could start answering with:

Sorry I didn’t catch that;

I’m afraid I missed that;

I beg your pardon;

Would you mind repeating that, please.

Reading

7. Read the text and be ready to answer the questions. Sales force management systems

Sales Force Management Systems are information systems used in marketing and management that help automate some sales and sales force management functions. They are frequently combined with a Marketing Information System, in which case they are often called Customer Relationship Management (CRM) systems.

Sales Force Automation Systems (SFA), typically a part of a company’s customer relationship management system, is a system that automatically records all the stages in a sales process. SFA includes a contact management system which tracks all contact that has been made with a given customer, the purpose of the contact, and any follow up that might be required. This ensures that sales efforts are not duplicated, reducing the risk of irritating customers. SFA also includes a sales lead tracking system, which lists potential customers through paid phone lists or customers of related products. Other elements of an SFA system can include sales forecasting, order management and product knowledge. More developed SFA systems have features where customers can actually model the product to meet their required needs through online product building systems. This is becoming more and more popular in the automobile industry, where patrons can customize various features such as color and interior features such as leather vs. upholstered seats.

An integral part of any SFA system is company wide integration among different departments. If SFA systems aren’t adopted and properly integrated to all departments, there might be a lack of communication which could result in different departments contacting the same customer for the same purpose. In order to mitigate this risk, SFA must be fully integrated in all departments that deal with customer service management.

8. Give English equivalents for the following word-combinations and use them in the sentences of your own:

системы управления продажами, маркетинг, в сочетании с, функции управления продажами, информационные системы, автоматически регистрировать, любые последующие меры, прогнозирование продаж, управление заказами, удовлетворение потребностей, более популярный, кожаные или с мягкой обивкой сиденья, неотъемлемая часть, уменьшить риск, полностью интегрирован, управление клиентской службы.

9. Complete the following sentences using the text.

1. Sale Force Management Systems are used in … 2. Sale Force Management Systems are combined with … 3. SFA is a system that … 4. SFA includes a contact management system which tracks … 5. SFA also includes … 6. … is becoming more popular in the automobile industry. 7. If SFA systems aren’t adopted and …, there. 8. In order to …, SFA must be integrated in …