Glossary

Lead Scoring is the process of assigning a relative value to each lead based on different criteria, with the aim of ranking leads in terms of engagement priority.

Lifetime Value (LTV) is the total value of a customer from a business perspective or in terms of revenue before they churn. 

LinkedIn is a social network for the business community.

Loss Aversion is a psychological effect whereby people feel more strongly about losing a sum of money than they do.

Platform as a Service refers to selling either a lightweight product with tons of integrations/apps or just the marketplace.

Plays is an engagement strategy, set of actions, series of tactical steps, or an agreed upon selling approach developed to be repeatable and customized to deliver the highest likelihood of closing a deal with a specific group of prospective customers during a set period.

Point of Contact is the person or unit representing an entity, typically tasked to facilitate decision-making and coordinate the flow of information to and from the entity.   

Glossary

Dark is a description for the state wherein a prospect have become unresponsive to calls, invitations, emails and other attempts at engagement.

Data is a set of quantitative and qualitative facts that can be used as reference or inputs for computations, analyses, descriptions, predictions, reasoning and planning.  

Decision Maker in the context of sales, is a person who possesses the required expertise and authority in making purchase decisions.

Dialer is a computer software, application or electronic device that automates the process of making phone calls.

Direct Mail is a communication channel where newsletters, catalogs, brochures, and other documents

E-Commerce is a field, platform, or environment where the buying and selling of goods and services are transacted online.

Employee Engagement is the state, level, or process of building employee commitment to an organization, reflected in how much they strive to improve the company’s image, well-being and profitability.  

EOM is an acronym for End of Month.

EOQ is an acronym for End of Quarter.

EOY is an acronym for End of Year.

Lead refers to a prospect or potential customer (who can be an individual or organization) that exhibits interest in your service or product; or any additional information about such entity.

Unit 10 Achieving Perfection

Reading

Listen and read the article from a business magazine. Then, read the summary of the dialogue. Fill in the blanks with the correct words and phrases from the word bank. What did you learn from the text?

According to the article, the key to a good management strategy is to use every available tool. Benchmarks should measure owners' businesses, their competitors and even other industries. The best practice followed in other industries may benefit other industries as well. For optimąl results, owners should study all available methods.

Speaking

With a partner, act out the roles below, based on the dialogue from task 6. Then switch roles.

B: Hi Pete. What were the results from the benchmarking study?

A: We got great results. In fact, were better than our competition.

B: That's great news. But how can you be sure?

A: I compared production numbers. We're a smaller company so naturally produce smaller amounts overall.

B: see. But why is that better?

A: Because we're way more efficient. We spend about a quarter of our budget on production. But the bigger competitors spend almost twice that. B: see. They produce more overall, but our methods save more money than theirs.

A: Exactly. In fact, the quality management standards on our production line could be applied elsewhere.

B: How so?

A: Inoticed it while checking the internal benchmarks. As efficient as our production line is, our marketing department needs work

B: So what are you suggesting? A: We take the production best practices and apply them to the marketing department.

Unit 9 Quality standards

Reading

Listen and read the page from an employee manual. Then, mark the following statements as true (T) or false (F). Give two reasons why someone should join the company.

(F) Penn Plastics executives determine regulatory statutes.

(F). Most Penn Plastics products are intended for adult use

(T). All Penn Plastics employees have taken a product safety course

Speaking

With a partner, act out the roles below, based on the dialogue from task 6. Then switch roles.

B: Well, it's not really a complaint. It's just that Ms

Henry is so, I don't know, distant.

A: You mean she's hard to approach?

B: Exactly. And when you do, she doesn 't really listen

to what you have to say

A: Can you give me and example?

B: Sure. Just last week I suggested to her that we

email documents instead of printing them. It would

save a lot of money. But Ms Henry didn't even

comment on it

A: Hmm. Thanks for letting me know. I dont imagine

that does much for morale, does it?

B: Oh, it's not so bad.

Unit 8 Sales

Reading

Listen and read this flyer advertising a set of seminars for salespeople. Then, read the paraphrase of the article. Fill in the blanks with the correct words from the word bank. What will people learn during the seminar? Tell class. Lucrative Solutions offers tailor-made courses to salespeople. The aim of the  Seminars is to help salespeople be more professional and bring in more business. The course covers all elements of the sales  process such as analyzing territory handling resistance and approaching  Customers

Speaking

With a partner, act out the roles below, based on the dialogue from task 6. Then switch roles.

Actually, I managed those operations. I'm pleased to say that when I was manager, product recall fell by 37 percent.

 Congratulations, that's impressive How did you accomplish that?

 I brought in some lean manufacturing measures

Well, we're very interested in that type of change tell me, where you responsible for any other duties?

Of course. I also had to purchase raw materials and avoid shortages

 And how did you decide what materials to go with?

I just made sure that we met the specifications our clients wanted

I see. And did you conference with clients?

No. i didn t work on that side of the business

Unit 7 finance

Reading

Listen and read this email from the Director of Finance to a CEO. Then, choose the correct answers. Summarise the email. Tell the class.

 1 Which of the following statements is NOT true?

A The takings are higher than last year

B Most of the profit came in the second quarter

C The company received a grant in the third quarter

D The company bought delivery vehicles in the first quarter

2 The company's assets decreased in because

A this year's profits were low.

B the company suffered net loss.

C the delivery trucks were expensive

D the computers decreased in value.

3 What is the company likely to do next year?

A buy a new computer system

Breceive $3,000 in debts

C receive a grant

D reduce spending

Speaking

With a partner, act out the roles below, based on the dialogue from task 6. Then switch roles.

A: Have you completed the financial report for this quarter?

B: Yes, here it is, income is here on the left, and expenditure is on the right. A: How do our earnings compare to last quarter?

B: Well, theyre up from the last quarter, but we actually suffered a net loss over the three months.

A: A loss? Why is that?

B: We updated the computer systems. It was pretty expensive.

A: Oh yes, of course.

B: Bu expect us to make a profit in the next quarter. We'll finally collect the revenue from the Hilton project.

A: And with any luck we'll get that small business grant too.

B: It could be a very good quarter for us.

A: Could you come up with an estimate for the upcoming quarter? Id like to show that to the board

B: No problem. But there's no guarantee that we'll have a profit.

Unit 6 Marketing

Reading

Listen and read this memo from a project manager to his marketing team. Then, mark the following statements as true(T)or false(F). Summarise the memo and tell the class.

(f) The first attempt to market the lliad' was unsuccessful

(f) Market research has been done to determine the target audience

(t) The company wants to find non-traditional advertising methods.

Speaking

With a partner, act out the roles below, based on the dialogue from task 6. Then switch roles.

 Have you had any thoughts

 Definitely. I've been thinking a lot about our prospective buyers

 So What women of a certain age?

 Not necessarily. My research shows that men are becoming more interested in certain products

 That's good news for us. Yes?

 Yeah, I think that's where our competitors go wrong. They mostly target women.

 But you think we could target men?

Unit 5 production

Reaing

Listen and read the advertisement for a production Supervisor position. Then, complete the table using information from the text Present the job to the class.

Job Title: production supervisor

Company name: pringle and webster

Manofacture of: containers

Duties include: raw materials, output leveis, conferencing.

Speaking

With a partner, act out the roles below, based on the dialogue from task 6. Then switch roles.

 I spent two years with a manufacturer of machine parts

 What did you do there?

 My role was to oversee the assembly line and keep output levels high

 Were you involved in quality control?

 Yes. Actually, I managed those operations. I'm pleased to say that when I was manager, product recall fell by 37 percent.

 Congratulations, that's impressive How did you accomplish that?

 I brought in some lean manufacturing measures

 Well, we're very interested in that type of change tell me, where you responsible for any other duties?

 Of course. I also had to purchase raw materials and avoid shortages

 And how did you decide what materials to go with?

 I just made sure that we met the specifications our clients wanted

 I see. And did you conference with clients?

 No. i didn t work on that side of the business

Unit 4 Team Building

Reading

Listen and read this magazine article about teams. Then, choose the correct answers. What roles can be adopted by members of successful groups? Tell the class.

 Which team-member is most likely to discover

helpful information for a project?

A a Team worker

B a Coordinator

C a Resource-Investigator

D a Shaper

2 According to the article, which of the following

is NOT true?

A Team workers have good relationships with

others

B Plants are good at coming up with ideas

C Coordinators have strong opinions and feelings

D Completer-Finishers are good at finding

mistakes

What can be inferred about Dr Belbin?

A He was a Resource-Investigator.

B He studied groups for almost a decade

C He observed groups that were not successful

D He saw the nine roles in his own research team

Speaking

With a partner, act out the roles below based on the dialogue from Task 6.Then switch roles

We need to choose our team carefully for this web design project.

Yes. Last time the team didn 't gel and the project flopped

So who should we use?

Well, let's think about personality types and roles first.

Unit 3 Management Styles

Reading

Listen and read this blog about management styles. Then, mark the sentences as true or false. What styles can manager adopt? Tell the class

(f) An authoritarian manager gest advice from his workers

(t) Staff members with a paternalistic manager will contribute

(t)Giving workers more independence slows the decision making processes.

SPEAKING

With a partner, act out the roles below, based on the dialogue from task 6. Then switch roles.

Do you have a complaint about one of the

managers?

Well, it's not really a complaint. It's just that Ms

Henry is so, I don't know, distant.

You mean she's hard to approach?

Exactly. And when you do, she doesn 't really listen

to what you have to say

Can you give me and example?

Sure. Just last week I suggested to her that we

email documents instead of printing them. It would

save a lot of money. But Ms Henry didn't even

comment on it

Hmm. Thanks for letting me know. I dont imagine

that does much for morale, does it?

Oh, it's not so bad. In fact, I know everyone really

likes Mr. Traceys management style

What is it about him that people like

He listens. He lets us contribute

So he's a bit more democratic than Ms Henry?

Unit 2 Business in Diferents Cultures

Reading

Listen and read this guide to business etiquette then, choose the correct answers. Say four things you have learned from the text.

What should you NOT do when visiting Japan?

-give your host a gift

-bow when you meet someone

-leave food on your plate after a meal

-look a person in the eyes during an introduction

What should business travelers do before doing business other countries?

-purchase reasonable gifts

-learn the country´s language

-research the country´s etiquette

-memorize new partner´s surname

According to the passage, when do British people shake hands?

-when greeting business partners in the morning

-when first being introduced to someone

-when accepting a gift

-when entering someone´s house

Speaking

With a partner, act out the roles below, based on the dialogue from task 6. Then switch roles.

Hello good afternoon my dear Eduardo, the reason for my mail is next week I will be visiting your country and I would like to help you learn a little about your culture, that I meet with the director of Coca-Cola and I would like make a good impression

BOOK 3 UNIT 1 Faxes

Reading
Listen and read this poster about a company´s values. Then, read the summary of the text. Fill in the blanks with the correct words from the words bank. How does the company values their customers? tell the class.

Companies create a sense of belonging with their customers through special treatment, promotions, services and through satisfaction surveys. in large companies in some cases they congratulate their clients on their birthdays
Speaking

With a partner, act out the roles below, based on the dialogue from task6. Then switch roles.

Hello, Gerardo. What are you doing?
hi Alondra. I'm reading about how companies manage to keep their customers.
It sounds interesting, and what have you learned?
If it is very interesting, you knew that many companies celebrate their customers in their birthday or when there is a newlywed couple.
wow that's incredible, I'm glad there are companies like that.


If I know, do you want to continue reading with me?



Of course.

glossary

Glossary

• Announce- To make something known or tell people about something officially.

• Arrival-The act of someone or something that reaches a place or comes into existence, or a person or thing that reaches a place.

• Assembled- Joining separate parts.

• Brighter- More brighter,  full of light, shining.

• Developed- Advanced or powerful.

• Launched- Celebrate or introduce something new.

• Leading- Very important or most important.

• Manufactured-Produce goods in large numbers, usually in a factory using machines.

• Purchase- To buy something, the act.

• Quality- How good or bad something is, a high standard,  a characteristic.

• Remain- Stay in the same place or in the same condition.

• Wholesale-The selling of goods in large quantities

• Mail order-Method of selling in which buyers and sellers do not make face-to-face contact. Mail order use personalized letters and catalogs.

• Phone order- Phone order is one in which a person orders goods or services from a merchant by telephone

• Shipping- Is a very basic, common way of getting an item from one place to another, or from one person to another.
• E-commerce Is the buying and selling of goods and services, or the transmitting of funds or data, over an electronic network, primarily the internet
• Item number Is the legal entity-specific identification of the released product.
• • Retailers A person or business that sells goods to the public in relatively small quantities for use or consumption rather than for resale.
  • Direct sales The sales type which implies direct contact with a buyer without any third parties.
  • Guarantees A written promise by a company to repair or change a product that develops a fault within a particular period of time

UNIT 6

6 Letters

Reading

Listen and read this excerpt from a business memo.

Then, choose the correct answers. How much do they

need to increase their sales by to reach the level of sales in

the previous year?

1.- What is the business report mostly about?

A) Poor sales figure

B) A strategy to increase sales

C) How to increase the number of clients

2.- What can be inferred about the company?

A) It does most of its business in Asia.

B) It earned more than $1 billion last year.

C) It is forecasted to double its sales next year.

D) It estimate that the Euro will lose value.

3. Which is not a problem for the company?

A) Their currency

B) The Asian market

C) The sales forecast

D) The sales figure

Speaking

With a partner, act the roles below, based on the dialogue from Task 6.

then switch roles.

A)Hello

B) Hello, Eduardo. Ann is my friend

A)Oh, hi Ann. what can I do for you?

B)I´m actually calling about your sales report for the saturday. is it ready?

A) Almost, I´ll finish it later taday. I can send it to you for email.

B) Great. How about the other proposal? Do they look good?

A) Amazing! our sales figure are better than the last month. and our market share is 3% highest that last quarter.

B) Wow! tahat is great news

UNIT 5

5 Emails

Reading

You are a receptionist. use the conversation from task 7
toleave a note for a client who missed a call.

Hello Mr. Steven
your friend Jhon called about a meeting that you both have for toninht
and we wanted to know where are you going to,
I told him you favorite restaurant that you talked about yesterday and
he said that was ok, he´s going to meet there
greetings Alondra

Speaking

With a partner, act out the roles below, based on the dialogue from Task 6. Then switch roles.

USE LANGUAGE SUCH AS:

Did you get that…

I didn’t get an email from you today…

What address did you send it to?

Student A: You sent an important file to Student B. Talk about:

• Receiving the file
• Investigating the problem
• Finding a solution

Make up the name of someone you sent it to.

Student B: Student A tried to send you an email. Talk about :

• Receiving the file
• Possible solutions
• Email address changes

Good morning this is Alondra speaking

good Morning, I would like to talk with reservation area

Sure, let me connect to you with extension #4

thanks

Good morning this is reservation area, how can I help you?

Im really sorry, but our system it´s no working at this moment, can you please give me your information, Im going to it down and then I will make your reservation in the system

That´s fine thanks

Please give me a cellphone number and your email, and we will call you back to confirm it or by email

that´s perfect! thanks a lot

you welcome, bye!