Growing a business. Развитие бизнеса. The Great Game of Business. Money, страница 6

VII. Speaking

a) Discuss in small groups what kind of a product an entrepreneur should come up with to win a share of the market.

b) Speak on the advantages of small business in launching new products onto the market illustrating your presentation with examples.

UNIT 5   SERVICE

All businesses can be considered service businesses. And those businesses that serve the best succeed.

I Pre-watching task

a) Think of the services that can be provided by companies of small business.

b) Share your ideas on the quality of services that you commonly utilize with your peers.

II Focus on Vocabulary

a)  Translate the following words and expressions into Russian:

vulnerable a; vulnerability n withhold v animate; inanimate a put a dent deceit n account tailor v roving veterinarian bill for v fulfill the commitment

extend to v scratch paper token n bounce a check raft n alert a gemlike a mitigate v be responsive depreciate v

b)  Make up pairs of words synonymous in meaning:

1. a saw 2. to impart 3. a bond 4. to confound 5. warranty 6. to deteriorate 7. to trade 8. rapport 9. brushoff 10. clientele 11. a lapse

a) a tie b) to become worse c) a proverb d) to exchange e) an error f) to grant g) to bring to confusion h) guarantee i) regular customers j) an abrupt refusal k) harmony, agreement

III Comprehension Tasks

a) Decide whether the following statements are true or false.

1. The customer is always right.

2. The business is nothing without customers.

3. All businesses are service businesses.

4. Recent surveys show that people are more satisfied with their banks than any other business.

5. In larger banks really good work is done in the administrative area where they don’t have to deal with the customer on a day to day basis.

6. Every customer is an exception, and acting on this thought is what makes exceptional businesses.

b) Answer the following questions:

1. What is the role of a customer in business?

2. What kind of vulnerability does a customer have and what does it help to create?

3. What does a customer expect from a service business?

4. What kind of an opportunity has a businessman got?

5. What distinguishes New Amsterdam Beer’s service from most wholesalers?

6. What does a businessman have to concentrate on, in Carolyn Draper’s opinion?

7. How does Paul Hawken explain the fact that there are so many small businesses?

8. How can you create your own market niche?

9. What spheres of life need such services that are provided by 3D Distribution?

10. What makes 3D Distribution unique among other delivery companies?

11. What have you learnt about a laboratory for veterinarians?

12. What is the motto of Carolyn Draper’s company?

13. What reinforces the customer service feeling of the extreme importance of their work?

14. Can you recall one instance when customer service and operations managers solved a really complicated problem to fulfill the commitment they had made?

15. In what way have the Medrich managed to make the customers feel comfortable at their stores?

16. What kind of a track record do the  Cocolat  sales staff keep in order to meet the customers’ needs?

17. What makes Alice Medrich feel very proud?

c) Identify the entrepreneurs who have got the following form of feedback with their customers:

- a consumer line (800 number)

- a warranty program

- a problem log

- a response sheet

d) Explain the following statements made by Alice Medrich:

- Gourmand Magazine once said that Cocoa Line is to chocolate what Tiffany is to diamonds.