UNIT 11: Meetings
11.1
A.
• What seems to be happening in each photo? What do you think the people might be talking about?
Aperantlly they are having a buisness meeting, and according to their expressions I think they might be discussing possible problems, and arranging solutions.
• Wich of these meetings would you feel the most confortable taking part in? give your reasons.
I would prefer taking part in the first meeting, everyone seems very interested and cooperative in the meeting, and they are obiously all in the same page.
• Wich of them is the most unlike the meetings you have attended? Why is this the case?
Probably the second meeting where there are only two people, I am more used to having a lot of people attending the meeting.
• How long do you spend in meeting in an average week?
We have meeting only once a month, and they are very short.they take aproxematly
About two or three hours and we talk about almost everything that goes on in the month.
D.
What “golden rules” can you suggest to make sure meetings are successful?
• Pay very good attention to everyones comments and take notes. If you you can even tape the meeting.
What advice would you give to someone who feels too shy to speek their mind at meeting?
• Have a bottle of water close to you at all time.
hold something in your hand, maybe a coin or a small ball.
Be calm, if it’s a buissnes meeting you should know that your everyday well being depends on how you control situations like these.
11.3
B. Different kinds of meetings
B. What kind of meeting is the best way of dealing with each one?
a) A one-to-one meeting of two of the people involved
b) A meeting of four or five of the people involved
c) A meeting of about ten of the people involved
d) A meeting of everyone involved
e) No meeting: one person should decide what to do and then inform everyone by phone or by sending out a memo.
• A large, influential customer continually pays late. Your sales manager and credit controller have politely and repeatedly complained but this hasn’t made any difference. The time has come to decide what to do about this.
R. A meeting of four or five of the people involved.
• In a small factory the older workers are ignoring safety rules and encouraging the younger ones to do the same. Some of these rules may be excessively cautious and the older workers’ production rates are very good.
R. A meeting about the people involved.
• In a medium-sized factory, groups of workers operate as teams. One group has been getting poorer results than the other teams and verbal warnings have had no effect.
R. A one on one meeting of two of the people involved.
• The firm is having a bad year and it will probably be necessary to make five members of the office staff redundant. The normal policy is “last in - first out”.
R. No meeting: one person should decide what to do and then inform everyone by phone or by sending out a memo.
• Someone has been leaking information about your firm’s product to your competitor. It may be a member of your staff or one of your preferred suppliers.
R. A meeting of about ten of the people involved.
• The board requires a report on your department’s long-term plans over the next ten years.
R. No meeting: one person should decide what to do and then inform everyone by phone or sending out a memo.
• The territories covered by your sales force have been unchanged for ten years. A revision of the boundaries might make the team more efficient.
R. A meeting of everyone involved.
• There is to be a company picnic next month and everything has to be planned and organized.
R. A meeting of about ten of the people involved.
11.4
We need to have a meeting
Look at these opinions about meetings. Put a tick ✔ beside the opinions you share and a cross x beside the ones you disagree with.
• The purpose of most meetings is to decide when the next one will take place. x
• A meeting is a group of people who can decide nothing alone and who decide together that nothing can be done. x
• It’s better to send everyone a memo about a new procedure that to have a meeting about it. ✔
• Meetings help everyone to feel personally involved in decision-making. ✔
• It’s better for the boss to make a decision that to have a meeting. x
• The most important person at a meeting is the chairperson. ✔
• The most important piece of paper at a meeting is the agenda. ✔
• Most meetings are unnecessary, they’re just a way of making people feel important. ✔
• It’s better to talk to each person individually than to call them all together for a meeting. x
• A meeting may be the only chance the members of a group actually have to see each other face-to-face. ✔
• Meetings lead to better decisions, because of the exchange of information and ideas. ✔
• You can never rely on the person who takes the minutes to tell the truth about what actually happened at a meeting. x
• More time is wasted during meetings than during any other business activity. x
jueves, 7 de abril de 2011
jueves, 24 de febrero de 2011
LINKS FOR UNIT 8 AND 9
LINK UNIT 8: THE KETCHUP PROBLEM
EVEN THOUGH HAVING YOUR OWN BUISSNES COMES WITH ALOT OF PROBLEMS, OWNERS MUST HAVE SRATAGIES OR PLANS TO AVOID THINGS FROM HAPPENING TWICE.
THE MANNEGERS ATTITUDE WAS VERY HELPFULL, AND APOLAGAIZING WAS THE RIGHT THING TO DO,BUT HE SHOULDNT HAVE MENTIOND THAT THE KETCHUP PROBLEM HAPPENED OFTENLY,IT SHOWED A LACK OF CONTROL OVER THE SITUATION.
SMALL PROBLEMS LIKE THIS, CAN BE CONTROLED, AND IF THEY ARENT IT MEANS SOMEONE IS NOT DOING THEIR JOB RIGHT, AND IT PROBABLY IS THE MANEGGER.
EVEN THOUGH HE MENTIONED ASKING THE WAITRESS TO LOOSEN THE CAPS OF THE KETCHUP BOTTLES, HE SHOULD BE MAKING SURE THESE DETAILS ARE TAKEN CARE OF.
I KNOW SOMETIMES MANEGGERS HAVE TOO MANY THINGS ON THEIR MIND, BUT IF HE CANT TAKE CARE OF THE PROBLEM.MAYBE HE SHOULD HIRE SOMEONE THAT CAN.
LINK UNIT 9:TRAVELING
THESE LINKS CONTAIN INFORMATION ABOUT BOOKIN FLIGHTS, HOTELS, MOTELS, CAR RENTAL, ACTIVITIES, TRANSPORTATION, AND ALMOST ANY TYPE OF SERVICE AND PRODUCT YOU MIGHT NEED ON YOUR DREAM VACATIONS.
I THINK THEY ARE VERY USEFULL,SPECIALLY WHENE HAVE JUST A FEW DAYS AND THE LAST THING YOU WHANT TO THINK ABOUT IS HAVING TO ARIVE ONE DAY ARANGE YOUR ACTIVITIES, HAVE TWO DAYS OF RELAXATION AND LEAVE ON THE FOURTH DAY. WHY DO THAT? ITS ALOT EASIER TO TAKE CARE OF EVERYTHING BEFORE YOU ARIVE AND JUST WORRY ABOUT HAVING FUN ON YOUR VACATIONS.
EVEN THOUGH HAVING YOUR OWN BUISSNES COMES WITH ALOT OF PROBLEMS, OWNERS MUST HAVE SRATAGIES OR PLANS TO AVOID THINGS FROM HAPPENING TWICE.
THE MANNEGERS ATTITUDE WAS VERY HELPFULL, AND APOLAGAIZING WAS THE RIGHT THING TO DO,BUT HE SHOULDNT HAVE MENTIOND THAT THE KETCHUP PROBLEM HAPPENED OFTENLY,IT SHOWED A LACK OF CONTROL OVER THE SITUATION.
SMALL PROBLEMS LIKE THIS, CAN BE CONTROLED, AND IF THEY ARENT IT MEANS SOMEONE IS NOT DOING THEIR JOB RIGHT, AND IT PROBABLY IS THE MANEGGER.
EVEN THOUGH HE MENTIONED ASKING THE WAITRESS TO LOOSEN THE CAPS OF THE KETCHUP BOTTLES, HE SHOULD BE MAKING SURE THESE DETAILS ARE TAKEN CARE OF.
I KNOW SOMETIMES MANEGGERS HAVE TOO MANY THINGS ON THEIR MIND, BUT IF HE CANT TAKE CARE OF THE PROBLEM.MAYBE HE SHOULD HIRE SOMEONE THAT CAN.
LINK UNIT 9:TRAVELING
THESE LINKS CONTAIN INFORMATION ABOUT BOOKIN FLIGHTS, HOTELS, MOTELS, CAR RENTAL, ACTIVITIES, TRANSPORTATION, AND ALMOST ANY TYPE OF SERVICE AND PRODUCT YOU MIGHT NEED ON YOUR DREAM VACATIONS.
I THINK THEY ARE VERY USEFULL,SPECIALLY WHENE HAVE JUST A FEW DAYS AND THE LAST THING YOU WHANT TO THINK ABOUT IS HAVING TO ARIVE ONE DAY ARANGE YOUR ACTIVITIES, HAVE TWO DAYS OF RELAXATION AND LEAVE ON THE FOURTH DAY. WHY DO THAT? ITS ALOT EASIER TO TAKE CARE OF EVERYTHING BEFORE YOU ARIVE AND JUST WORRY ABOUT HAVING FUN ON YOUR VACATIONS.
jueves, 17 de febrero de 2011
UNIT 8 book
UNIT 8 DEALING WITH PROBLEMS
8.1 What seems to be the problem?
A. Look at these pictures:
- What do you think has happened? THEY ARE HAVING BUISNESS PROBLEMS.
- What are the people going to say? THEY SEEM TO BE MAD, AND OTHERS IN A HURRY.
- What would you do in each situation? I WOULD
C. Discuss these questions with your partners.GET AN AGENDA AND TRY TO BE MORE CAREFULL WITH MY ACTIONS.
- What problems have you had in your work or work experience that led to complaints or apologies? SINCE MY JOB IS ALL ABOUT DEALING WITH CUSTOMERS, AND SOLVING PROBLEMS WHENE THEY HAVE ALREADY GOTTEN BIG, I AM USED TO HAVING PEOPLE SCREAM AND GET REALLY UPSET,MOST OF THE TIME ITS ONLY A MATTER OF BEING PATIENT AND MAKING THE CLIENT FEEL PAMPERED.
- What is the worst mistake you’ve made in your work or work experience? WHENE I STARTED, I WOULD GIVE THE WRONG INFORMATION,AND SINCE I WORK WITH CONTRACTS I MADE A MISTAKE WITH ONE OF THE VOUCHERS...SO I HAD T PAY THE AMOUNT ON THE CONTRACT. What happened? How could you have avoided it? NOW I KNOW IT IS BETTER TO DO THINGS CAREFULLY THAN QUICK
8.2 We all make mistakes – sometimes!
A. You work in the buying department at Zenith Internacional. You have just got back from holiday. While you were away Max, the 19-year-old son of your director, was in charge of your office…
This is a note you left for Max before you went away:
Max, while I’m away please place an order for 45 x 100 metre reels of 40mm MCL88 cable from Uniflex SpA in LaSpezia, Italy. All the details are in the files.
This is a repeat order – just copy the previous one and charge the dates.
and this is a note that Max has left to you:
MCL 88 cable ordered as you instructed. You’ll be pleased to know that the price has gone down since your last order! And Uniplex seem to have moved from La Spezia to Pisa.
Their new address is:
Uniplex srl, viale Dell’Industria 131,
56100 Pisa
Best wishes,
Max
P.S. Hope you had a good holiday!
ð What do you think may have happened? What should you do?
PROBABLY THE ORDER NEVER SHOWED UP BECAUSE THE INFORMATION WAS WRONG.I WOULD CALL THE COMPANY AND APOLAGIZE, AND SEE IF I CAN MAKE UP TO THEM SOMEHOW.
D. Draft a fax or e-mail to Uniplex and other to UNIFLEX, which you could have sent instead of phoning or visiting them.
From: Zenith International 01/02/11
To: Uniplex srl
Re: Apologize
In the past week i placed an order for 45 x 100 metre reels of 400mm MCL88 cable.Unfortunatly the order was placed for the wrong adress. We are very sorry about the mistake, please let me know how i can make it up to you, it is of our concern to mantain a good relation with your company.
We offer our most sincere apology.
Honestly,
Jessyka Real.
8.3 Complaining and apologizing
B. Complete each sentence. Then decide what to write in your reply to each as if it were your fault in each case.
- We are concerned that the order we placed by letter on 8 June may have got lost in the post. Could you please make sure that the letter has arrived?
- The order has not yet arrived at our warehouse, even though we received advice of shipping from you ten days ago. Would you please check you had the right adress,or give us a few more days?
- According to your scale of charges the price of a single room with bath is $55 including tax. However, on checking my account later I discovered that I was charged $69.50 per night. Will you please explain why this is so?and if its a mistake could you please correct it?
- Our order was for 80 boxes containing 144 items each. Each box we have opened so far contains only 100 items. Will you please make sure i get the missing items sent to the same adress?
D. Look at this information and decide what other excuses you can add to the list below.
If things have gone wrong, the person you’re talking to will want to know the reasons.
He or she may assume that someone (or everyone) in your firm is to blame and that they’ve been:
Inefficient
Disqualificated
Slow
Careless
incapability
If you don’t want to accept responsibility or blame another person, you could offer an excuse. For example:
Company policies
A computer mistake
We are short on staff
8.4 Friday afternoon: Delivery problems
Decide what you are going to do:
- What will you tell Mr. Robinson? I would be pacient and understanding, since it is the first ocasion.
- Will you telephone Ocean View, fax, e-mail or send them a letter? I would send an email and then call to confirm they have gotten my mail.
- What will you say or write? I would let him know i understand his possition, but that i cant have it happen again.
C. Discuss these questions:
- How do you prefer to deal with problems: face-to-face, by phone or in writing? Why? Defenetly Face-to-face because I feel it is the only way of having a clear discussion of the issue.
- Is it better to take the blame, or to blame someone else for your mistake? It is better to be honest, whoever was to blame should take responsability for their acts, customers dont always have the right idea,but as a sales agent you have to know how to deal with this type of customers.
- Is it always best to tell the truth when someone is at fault? Why/Why not?
It depend on the situation.
8.5 Only the best is good enough…
Which do you agree with and which do you disagree with?
-“Customers will pay top prices for a high quality product.” I Agree
- “Customers generally prefer a low cost product.” I disagree
- “Nobody’s perfect – we all make mistakes sometimes.” i Agree
- “In every firm there are some people who aren’t interested in improving the quality of the products.” I Agree
- “You can’t rely on workers to produce high quality goods unless someone supervises their work all the time.” I Agree
- “A company can’t influence its suppliers’ manufacturing methods.” I Disagree
- “It’s easy for big companies to force small suppliers to obey their rules” I Disagree
C. Discuss these questions:
- What are your reactions to each of the documents? I would be very greatfull and surpriced.
- What other kinds of goods or services could such documents be used with? In any company for any service it would be a very pleasent surprice.
- Would customers in your country like to receive documents like these? Yes, they would be delighted.
- What are the advantages of ensuring customer satisfaction and encouraging customer loyality? The customer creates a bond with the company
- What other methods can be used to promote customer satisfaction and loyality?
Rewards
8.6 Monday morning: After-sales problems
Discuss these questions:
- How do you, as a customer, deal with bad service or after-sales service? I am defenetly a very pacient person, but i will ask to spaek with a manneger or supervisor to let him know about the problem.
8.1 What seems to be the problem?
A. Look at these pictures:
- What do you think has happened? THEY ARE HAVING BUISNESS PROBLEMS.
- What are the people going to say? THEY SEEM TO BE MAD, AND OTHERS IN A HURRY.
- What would you do in each situation? I WOULD
C. Discuss these questions with your partners.GET AN AGENDA AND TRY TO BE MORE CAREFULL WITH MY ACTIONS.
- What problems have you had in your work or work experience that led to complaints or apologies? SINCE MY JOB IS ALL ABOUT DEALING WITH CUSTOMERS, AND SOLVING PROBLEMS WHENE THEY HAVE ALREADY GOTTEN BIG, I AM USED TO HAVING PEOPLE SCREAM AND GET REALLY UPSET,MOST OF THE TIME ITS ONLY A MATTER OF BEING PATIENT AND MAKING THE CLIENT FEEL PAMPERED.
- What is the worst mistake you’ve made in your work or work experience? WHENE I STARTED, I WOULD GIVE THE WRONG INFORMATION,AND SINCE I WORK WITH CONTRACTS I MADE A MISTAKE WITH ONE OF THE VOUCHERS...SO I HAD T PAY THE AMOUNT ON THE CONTRACT. What happened? How could you have avoided it? NOW I KNOW IT IS BETTER TO DO THINGS CAREFULLY THAN QUICK
8.2 We all make mistakes – sometimes!
A. You work in the buying department at Zenith Internacional. You have just got back from holiday. While you were away Max, the 19-year-old son of your director, was in charge of your office…
This is a note you left for Max before you went away:
Max, while I’m away please place an order for 45 x 100 metre reels of 40mm MCL88 cable from Uniflex SpA in LaSpezia, Italy. All the details are in the files.
This is a repeat order – just copy the previous one and charge the dates.
and this is a note that Max has left to you:
MCL 88 cable ordered as you instructed. You’ll be pleased to know that the price has gone down since your last order! And Uniplex seem to have moved from La Spezia to Pisa.
Their new address is:
Uniplex srl, viale Dell’Industria 131,
56100 Pisa
Best wishes,
Max
P.S. Hope you had a good holiday!
ð What do you think may have happened? What should you do?
PROBABLY THE ORDER NEVER SHOWED UP BECAUSE THE INFORMATION WAS WRONG.I WOULD CALL THE COMPANY AND APOLAGIZE, AND SEE IF I CAN MAKE UP TO THEM SOMEHOW.
D. Draft a fax or e-mail to Uniplex and other to UNIFLEX, which you could have sent instead of phoning or visiting them.
From: Zenith International 01/02/11
To: Uniplex srl
Re: Apologize
In the past week i placed an order for 45 x 100 metre reels of 400mm MCL88 cable.Unfortunatly the order was placed for the wrong adress. We are very sorry about the mistake, please let me know how i can make it up to you, it is of our concern to mantain a good relation with your company.
We offer our most sincere apology.
Honestly,
Jessyka Real.
8.3 Complaining and apologizing
B. Complete each sentence. Then decide what to write in your reply to each as if it were your fault in each case.
- We are concerned that the order we placed by letter on 8 June may have got lost in the post. Could you please make sure that the letter has arrived?
- The order has not yet arrived at our warehouse, even though we received advice of shipping from you ten days ago. Would you please check you had the right adress,or give us a few more days?
- According to your scale of charges the price of a single room with bath is $55 including tax. However, on checking my account later I discovered that I was charged $69.50 per night. Will you please explain why this is so?and if its a mistake could you please correct it?
- Our order was for 80 boxes containing 144 items each. Each box we have opened so far contains only 100 items. Will you please make sure i get the missing items sent to the same adress?
D. Look at this information and decide what other excuses you can add to the list below.
If things have gone wrong, the person you’re talking to will want to know the reasons.
He or she may assume that someone (or everyone) in your firm is to blame and that they’ve been:
Inefficient
Disqualificated
Slow
Careless
incapability
If you don’t want to accept responsibility or blame another person, you could offer an excuse. For example:
Company policies
A computer mistake
We are short on staff
8.4 Friday afternoon: Delivery problems
Decide what you are going to do:
- What will you tell Mr. Robinson? I would be pacient and understanding, since it is the first ocasion.
- Will you telephone Ocean View, fax, e-mail or send them a letter? I would send an email and then call to confirm they have gotten my mail.
- What will you say or write? I would let him know i understand his possition, but that i cant have it happen again.
C. Discuss these questions:
- How do you prefer to deal with problems: face-to-face, by phone or in writing? Why? Defenetly Face-to-face because I feel it is the only way of having a clear discussion of the issue.
- Is it better to take the blame, or to blame someone else for your mistake? It is better to be honest, whoever was to blame should take responsability for their acts, customers dont always have the right idea,but as a sales agent you have to know how to deal with this type of customers.
- Is it always best to tell the truth when someone is at fault? Why/Why not?
It depend on the situation.
8.5 Only the best is good enough…
Which do you agree with and which do you disagree with?
-“Customers will pay top prices for a high quality product.” I Agree
- “Customers generally prefer a low cost product.” I disagree
- “Nobody’s perfect – we all make mistakes sometimes.” i Agree
- “In every firm there are some people who aren’t interested in improving the quality of the products.” I Agree
- “You can’t rely on workers to produce high quality goods unless someone supervises their work all the time.” I Agree
- “A company can’t influence its suppliers’ manufacturing methods.” I Disagree
- “It’s easy for big companies to force small suppliers to obey their rules” I Disagree
C. Discuss these questions:
- What are your reactions to each of the documents? I would be very greatfull and surpriced.
- What other kinds of goods or services could such documents be used with? In any company for any service it would be a very pleasent surprice.
- Would customers in your country like to receive documents like these? Yes, they would be delighted.
- What are the advantages of ensuring customer satisfaction and encouraging customer loyality? The customer creates a bond with the company
- What other methods can be used to promote customer satisfaction and loyality?
Rewards
8.6 Monday morning: After-sales problems
Discuss these questions:
- How do you, as a customer, deal with bad service or after-sales service? I am defenetly a very pacient person, but i will ask to spaek with a manneger or supervisor to let him know about the problem.
UNIT 10 MARKETING
UNIT 10 Marketing
10.1 The marketing mix
A . Make a list of seven products (godos or services) that are produced or provided in your city or region.
1. “El choyero” flavored water
2. Sopa fria (home made pasta with local ingredients)
3. Glass at “The glass factory”
4. Cinemex and Cinepolis cinema
5. Suburcabos
6. Universidad del golfo de California
7. Balmaceda escuderia racing
B. discuss these questions about some of the products you’ve listed:
• What competition does each product face?
In my opinion local products are the ones that have the most completion, doe to the short distance we have from the USA border, American product ,wich most of the time are of better quality, are very easy to get and at very reasonable prices.
Services on the other hand, are always competing, but with each other.
• What is the image of each product?
“Aguas de sabor El choyero” are 500 ml bottled waters with a blue tag.
Sopa fria is a local dish based on home made pasta with local ingredients.
“The glass factory” Exotic glass orniments are sold in this local store.
Cinepolis and Cinemex are Very clean , sober cinemas.
It is a green bus for 45 passangers that goes from San jose del cabo to Cabo san lucas.
• What is the image of the company that produces it?
Local products like most products in general are made very carfully, so
That they can have a clean healthy image.
And services have a friendly, playfull , safe, image.
C. Fill in the gaps in the sentences with thw words on the list.
1. What is marketing mix?
The marketing mix consist in “the four P`s: Providing the customer with the right PRODUCT at the right Promotion , presented in the right PRICE, and available in the easiest way Place.
2. What is a product?
A product is not just an assembled set of components: it is something customers buy to satisfy a need they feel they have. The Image and the Design of the product are as important as its specifications.
3. What is price?
The product must be priced so that it competes effectively with rival products in the same market.
4. What is promocion?
The product is presented to customers through advertisement (e.g. tv ,commercials, radio spots, newspaper,posters, packaging (e.g design, labels , material), publicity,P.R and personal selling.
5. what is “place”
Your product must be available to customers through the most cost-effective channels of distribution. A consumer product must be offered to end-users in suitable retail opportunitie, or available hire purchase or by mail purchase.
6. What is meant by “ S.W.O.t.”?
A firm must be aware of its strengths and weaknesses ant the opportunities and threats it faces in the market place.
D. Wich of these opportunities and threats do firms in your regions face in the next two to three years?
• Competition from other local firms, or from others regions
• Rise or fall in demand
• New technology
10.2 Advertisment and commercials
B. study the advertisement on the next page and discuss these cuestions.
• What exactly is the product being “sold”?
Vacation trip, maps and guides, ice cream
• How well does the add succed int the four stages of “AIDA”
They succed very well……just the first one, I think is a little confusing
• What kind of customes is each one directed to
• Tourists, locals general clients.
What is the unique selling proposition?
They all draw attention, they make you be interested and desire what they have, and all encourage to take prompt action, except for the one from united colors of Benetton.
C. The adds you have cut from magazines and newspapers to the members of your group
• Target customers:
Torists and locals
• The usp of the product:
Atv tours with better quality and a lower price than the competition.
• How the add works in terms of the four stages of “AIDA”
They use the big 4 wheelers to draw attention, and the sight makes it look like an interesting place to visit, and it makes you desire being there.
• Wich is the best add, do you think?
Ben & jerry`s ice cream shop. It is very atravctive, and colorfull
10.3 Promoting productd and brands
A. Wich of the following methods are used to promote each of the.
Circus,ride bikers ,zoo,Flights: brouchures , direct mail, press releases, point of sails display.
B.1 can you name ten well known brands wich are their competitions?
Coca-cola- Pepsi kelloggs-Nestle Kodak-fuji film swatch- casio IBM- HEWLET PAQARD
AMEXRICAN EXPRESS- VISA SONY-PANASONIC MERCEDEZ BENZ-BMW NESCAFE-CAFE LEAL
2. NAME ANOTHER FIVE FAMOUS GLOBAL BRANDS. WHAT ARE THEY FAMOUS FOR? WHY DO PEOPLE PAY SO MUCH MONEY FOR THEM¿
• DUNHILL
• LOUIS VUITTON
• CARTIER
• MONTBLACK
• LACOSTE
10.4 Possibilitty, probability y certainty
D. work in groups.
Sports and fitness:
• More and more people are exersizing.
• Air travel. People whant to travel more.
• Computes
• Shop and stores.
10.5 Marketing your region
A.How much of this information is relevant to marketing your own country? It is very relevant to know how many people come from other countrys and what countrys they come from, because according to their culture it can give us a clear idea of who our, possible customers are, and what they need, this way we can satisfy whatever needs they have.
B.5.
• Who are your potential consumers?
US CITIZENS, CANADIAN, AND MEXICANS
• What are the main features and benefits of your product?
BEAUTIFULL LANDSCAPES, GREAT INFRASTRUCTURE, FIRST CLASS SERVICE.
• What are the main features and benefits of your competition?
PERFECT GEOGRAFIC PLACEMENT,CULTURAL BACKROUNDS, BEAUTIFULL NATURAL LAND SCAPES,GREAT INFRASTRUCTURE
• What is the unique selling proposition, that makes your product special?
I BELIVE ONE OF THE THINGS THAT MAKES MY REGION SPECIAL IS THE WARMTH OF ITS PEOPLE WHO ARE ALLWAYS WILLING TO HELP, AND HAVE A TRUE COMMITMENT WITH TOURISM AND THE SERVICE THEY GIVE.
• How can you inform customers about your product?
INTERNET, TRAVEL AGENCYS, PROMOTIONS , TELEVISION,RADIO
• What positive points about regions should you stress?
WE WILL MAKE SURE YOU HAVE THE BEST VACATIONS EVER…
• What misconceptions about your product should you try to correct?
BAJA CALIFORNIA SUR IS WITHOUT A DOUBT ONE OF THE SAFEST STATES IN MEXICO.
10.1 The marketing mix
A . Make a list of seven products (godos or services) that are produced or provided in your city or region.
1. “El choyero” flavored water
2. Sopa fria (home made pasta with local ingredients)
3. Glass at “The glass factory”
4. Cinemex and Cinepolis cinema
5. Suburcabos
6. Universidad del golfo de California
7. Balmaceda escuderia racing
B. discuss these questions about some of the products you’ve listed:
• What competition does each product face?
In my opinion local products are the ones that have the most completion, doe to the short distance we have from the USA border, American product ,wich most of the time are of better quality, are very easy to get and at very reasonable prices.
Services on the other hand, are always competing, but with each other.
• What is the image of each product?
“Aguas de sabor El choyero” are 500 ml bottled waters with a blue tag.
Sopa fria is a local dish based on home made pasta with local ingredients.
“The glass factory” Exotic glass orniments are sold in this local store.
Cinepolis and Cinemex are Very clean , sober cinemas.
It is a green bus for 45 passangers that goes from San jose del cabo to Cabo san lucas.
• What is the image of the company that produces it?
Local products like most products in general are made very carfully, so
That they can have a clean healthy image.
And services have a friendly, playfull , safe, image.
C. Fill in the gaps in the sentences with thw words on the list.
1. What is marketing mix?
The marketing mix consist in “the four P`s: Providing the customer with the right PRODUCT at the right Promotion , presented in the right PRICE, and available in the easiest way Place.
2. What is a product?
A product is not just an assembled set of components: it is something customers buy to satisfy a need they feel they have. The Image and the Design of the product are as important as its specifications.
3. What is price?
The product must be priced so that it competes effectively with rival products in the same market.
4. What is promocion?
The product is presented to customers through advertisement (e.g. tv ,commercials, radio spots, newspaper,posters, packaging (e.g design, labels , material), publicity,P.R and personal selling.
5. what is “place”
Your product must be available to customers through the most cost-effective channels of distribution. A consumer product must be offered to end-users in suitable retail opportunitie, or available hire purchase or by mail purchase.
6. What is meant by “ S.W.O.t.”?
A firm must be aware of its strengths and weaknesses ant the opportunities and threats it faces in the market place.
D. Wich of these opportunities and threats do firms in your regions face in the next two to three years?
• Competition from other local firms, or from others regions
• Rise or fall in demand
• New technology
10.2 Advertisment and commercials
B. study the advertisement on the next page and discuss these cuestions.
• What exactly is the product being “sold”?
Vacation trip, maps and guides, ice cream
• How well does the add succed int the four stages of “AIDA”
They succed very well……just the first one, I think is a little confusing
• What kind of customes is each one directed to
• Tourists, locals general clients.
What is the unique selling proposition?
They all draw attention, they make you be interested and desire what they have, and all encourage to take prompt action, except for the one from united colors of Benetton.
C. The adds you have cut from magazines and newspapers to the members of your group
• Target customers:
Torists and locals
• The usp of the product:
Atv tours with better quality and a lower price than the competition.
• How the add works in terms of the four stages of “AIDA”
They use the big 4 wheelers to draw attention, and the sight makes it look like an interesting place to visit, and it makes you desire being there.
• Wich is the best add, do you think?
Ben & jerry`s ice cream shop. It is very atravctive, and colorfull
10.3 Promoting productd and brands
A. Wich of the following methods are used to promote each of the.
Circus,ride bikers ,zoo,Flights: brouchures , direct mail, press releases, point of sails display.
B.1 can you name ten well known brands wich are their competitions?
Coca-cola- Pepsi kelloggs-Nestle Kodak-fuji film swatch- casio IBM- HEWLET PAQARD
AMEXRICAN EXPRESS- VISA SONY-PANASONIC MERCEDEZ BENZ-BMW NESCAFE-CAFE LEAL
2. NAME ANOTHER FIVE FAMOUS GLOBAL BRANDS. WHAT ARE THEY FAMOUS FOR? WHY DO PEOPLE PAY SO MUCH MONEY FOR THEM¿
• DUNHILL
• LOUIS VUITTON
• CARTIER
• MONTBLACK
• LACOSTE
10.4 Possibilitty, probability y certainty
D. work in groups.
Sports and fitness:
• More and more people are exersizing.
• Air travel. People whant to travel more.
• Computes
• Shop and stores.
10.5 Marketing your region
A.How much of this information is relevant to marketing your own country? It is very relevant to know how many people come from other countrys and what countrys they come from, because according to their culture it can give us a clear idea of who our, possible customers are, and what they need, this way we can satisfy whatever needs they have.
B.5.
• Who are your potential consumers?
US CITIZENS, CANADIAN, AND MEXICANS
• What are the main features and benefits of your product?
BEAUTIFULL LANDSCAPES, GREAT INFRASTRUCTURE, FIRST CLASS SERVICE.
• What are the main features and benefits of your competition?
PERFECT GEOGRAFIC PLACEMENT,CULTURAL BACKROUNDS, BEAUTIFULL NATURAL LAND SCAPES,GREAT INFRASTRUCTURE
• What is the unique selling proposition, that makes your product special?
I BELIVE ONE OF THE THINGS THAT MAKES MY REGION SPECIAL IS THE WARMTH OF ITS PEOPLE WHO ARE ALLWAYS WILLING TO HELP, AND HAVE A TRUE COMMITMENT WITH TOURISM AND THE SERVICE THEY GIVE.
• How can you inform customers about your product?
INTERNET, TRAVEL AGENCYS, PROMOTIONS , TELEVISION,RADIO
• What positive points about regions should you stress?
WE WILL MAKE SURE YOU HAVE THE BEST VACATIONS EVER…
• What misconceptions about your product should you try to correct?
BAJA CALIFORNIA SUR IS WITHOUT A DOUBT ONE OF THE SAFEST STATES IN MEXICO.
jueves, 10 de febrero de 2011
UNIT 9
9.1 Did you have a good journey?
Look at the illustration and discuss these questions:
- What is each person doing?She is lloking for someone, They are all looking for someone, they are introducing themselves.
- What is going to happen next? They will each find the person they are looking for.
- Have you ever been in any of the situations shown? Yes, I have.
- When was the last time you travelled to another country (or another part of your own country)? What did you do there? Last yaer i travelled to guadalajara to visit my family.
D. Look at these situations and decide:
- Who would you speak to in each case to get the information you require?
- What exactly would you say in each situation?
2.- You want a rail ticket to Manchester. "Hello, I would like to buy a ticket to Manchester for tommorow morning at 10 am."
3.- You want to reconfirm your seat on flight TR 998.
I wouldgo to the flight attendant and say, “I’d like to buy a ticket to Bangkok, please”.
6.- You’ve arrived at the airport 3 hours before your flight.
7.- You have 3 minutes before your train leaves.
speak to the controller , and ask him where is the gate to take the next train.
8.- You’ve heard that the 17.55 train has been cancelled.
I would go the comptroller and say, "Hello is it true than the flight for 15:55 train was canceled?
E. Discuss these problems with your partners and decide:
- What action would you take in each situation?
- Who would you speak to?
- What exactly would you say to that person?
Could you check again, please? My name may not be spelt right on the computer. If you still can’t find it, could I speak to your supervisor, please?
2.- You find that your travel agent has entered the wrong check-in time on your itinerary and you have missed your flight. Your hosts are meeting you at the airport buy by now they will be on their way there.
I would call my hosts and let them know about the problem im having,offer an apology y try to make up a meeting for another day.
3.- You are a non-smoker but the only seat available on the plane is in the smoking section. After take-off you find that your neighbor is a chain smoker and he doesn’t speak English.
I would speak to the flight attendant and ask if she could please find me another seat.
4.- You arrive at an airport in a foreign country expecting to be met but there is no one there to meet you. You have a meeting in a couple of hours in the center of the city.
"hello i would like to know if someone is allready on their way to pick me up at the airport, if not, i can take a cab without a problem.
5.- Your train has missed the connection and now you’re going to be an hour late for your appoinment. You have only five minutes to find a phone and make one call.
I would ask anybody if i can borrow their cellphone and i would call my client to let him know about my situation.
6.- You’re seeing off a visitor. You arrive at the airport for his/her flight home and discover that the check-in desk for his/her flight is closed. You go to Airport Information. They tell you that airline is on strike.
I would ask them to look for avaliable seats in another airline.
F. Decide:
- Which of the advice would you recommend to someone who is coming to your country?Never agree to transport anything for a stranger.
Find out which parts of the city are unsafe at night and avoid them.
Keep your hotel key with you when you leave the hotel, if possible.
9.2 Hotels and accommodation
I would prefer a hotel that is specialized in buissness tourism.
How is a business hotel different from a holiday hotel?
They have the right infrastructure for what a buissness tourist needs, combined with the the comfort of a holiday hotel.
9.3 Local knowledge: You are the expert!
1. How much do you know about your own city? Can you answer these questions:
- Where could a visitor go on a free day, or at the weekend?
On weekend i would recomend driving to LaPaz and walking around the beiutiful malecon or visit the very colorfull little town of Todos Santos.
- When are the museums and art galleries open?For that type of activitys i would recomend Todos Santos on a sunday morning.
- How can a visitor get tickets for a concert or show?
sometimes whene shows are presented in hotels, the same hotel will sell the tickets, or sometimes the record store in puerto paraiso takes care of that.
- Where can a visitor rent a car?
in a car rental company, most of them are on the main high way,or they can arange something with their conssierge.
- Which restaurants serve typical local dishes?
El coral, The crazy lobster , Mi casa
- Where can a visitor buy local specialities to take home?
In the flee market downtown..
- Where does the bus to the airport leave from and how long does it take?
there is a private transportation company that takes you to the airport, it takes about 40 minutes.
3. Make a list of some famous local names: people who are well-known in your country but may be less well-known abroad.
1 Felipe Calderon (President)
2 Chespirito (comedian,actor)
3 Emiliano zapata (national Heroe)
4 Soriana, Chedraui (local grossary stores)
9.4 Eating, socializing and telling stories.
1.- Think of three stories you can tell. Think of an amusing, frightening, surprising or embarrasing experience you have had…
… on a journey by car, plane, train or bus
… in a hotel
… while having a meal
… while meeting or looking after a visitor
… at workUNIT 9:WHEN WAS THE LAST TIME YOU TRAVELLED TO ANOTHER COUNTRY (OR ANOTHER PART OF YOUR COUNTRY ) WHAT DID YOU DO THERE?
MAKE A BUSINESS TRIP PLAN OR PROJECT TO DIFFERENT COUNTRIES
1 I had a very good time about three yaers ago whene i travelled to Guadalajara with 6 of my best friends.
it was very fun even on the airplane. We were very exited because that day one of our close friends was getting married, whene we got to the airport we rented two cars , about 45 minutes we were in a big accident with another 10 cars on the freeway...we didnt make it to the wedding.
2 Whene I was I high school, on a rainyday after class we were planning what to do, and I didnt notice a Big puddle of mug on the floor.I turnes around and sliped.that was embarassing.
3 At work yesterday, I got in the car with the assistent mechanic,he was taking me to the airport to pick up some important documents, at a sertain point we had to make a u turn on a stop light,but he drives very fast and we almost turnd over,it was very frightening.
miércoles, 9 de febrero de 2011
UNIT 8 CUESTION: DEALING WITH COMMON PROBLEMS
Accounting: Is a practice of recording, classifying, summarizing, analyzing and interpreting the financial transactions and communicating the results thereof to the persons interested in such information.
Common problems: A common problem comes whine companies have single-person accounting staffs and limited internal controls. Whine the bookkeeper is also the business manager and the receiving clerk, problems are bound to arise because there is now one to double-check the accounting work and it makes it very easy to commit fraud.
Personnel department: This department is responsible for hiring, training, placing employees and for setting policies for personnel management.
Common problems: Many practitioners in the field of Human Resources express frustration that the field has not achieved the credibility and influence that it deserves -- or that it requires in order being more effective.
Sale: The division of a business that is responsible for selling products or services.
Common problems: Not keeping promises. Keeping promises is often taken for granted, by some of today’s sales agents. It is very important for a customer to feel like he can trust the sales agent, and definitely leaves a mark in the way he will think of the company from then on. Not knowing your customer. Customer knowledge is very important, this department is responsible for knowing exactly what type of customer the company needs and what this person needs. It is very common that sometimes sales agent don’t even remember their frequent customer’s name.
Warehouse: This is where the company’s goods are stored, depending on what they sell and buy.
Common Problems: one of the most common problems in the warehouse department is the lack of organization. Not keeping an exact record of what comes in and out is very important. Another problem can be employees who steal things.
Common Problems: one of the most common problems in the warehouse department is the lack of organization. Not keeping an exact record of what comes in and out is very important. Another problem can be employees who steal things.
Factory: A factory is a system which brings manufacturing steps together in one place to increase efficiency.
Common Problems: This is where problems with control, planning, direction come to show.
Is there isn’t a good management in this area. Problems with the main product can arise.
Transport: This is the department that is responsible for moving the product from the factory to wherever it goes.
Common Problems: For example, they can have a wrong address or the order can arrive in bad conditions.
Purchasing: The division of a business that is responsible for buying necessary thing for the company.
Common Problems: Communication can be one of the main problems in this area. For example, sometimes a person can make an order, and ask it to be delivered to a certain address, but it never arrives.
Common Problems: For example, they can have a wrong address or the order can arrive in bad conditions.
Purchasing: The division of a business that is responsible for buying necessary thing for the company.
Common Problems: Communication can be one of the main problems in this area. For example, sometimes a person can make an order, and ask it to be delivered to a certain address, but it never arrives.
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