Key to Exercises

Unit 1 Applying for a Job

II Listening Task

1.

1) recruit 2) advertise 3) position 4) Internet

5) apply for 6) letter of application 7) covering letter 8) curriculum vitae

9) résumé 10) candidates 11) application form

12) Human Resource Department 13) Personnel Department

14) applications 15) short list 16) applicants 17) interview

2.

1) Job interviews are all about making the best matches.

2) They are the traditional job interview and the behavioral interview.

3) Because your knowledge about the company is critical to your success.

4) You should not memorize answers, but script specific responses. You should also have several questions ready to ask the interviewer.

5) You must immediately write a thank-you note to each person who interviewed you.

3.

traditional / broad-based / work for / strengths and weaknesses / Interviewing success / ability / communicate / truthfulness or content / skills and abilities / enthusiasm and work ethic / team player /

behavioral / theory / past performance / indicator/ specific past behaviors / an unexpected problem / achieve a goal / several projects / prepare for / recalling scenarios / college grads / class projects / group situations / Hobbies and volunteer work / describe the situation / relate the outcomes / specify what you learned from it.

IV Reading Task

1) Researching a company and the position makes you stand out in an interview. It shows that you are really interested in working there.

2) You may need information such as kinds of products or services the company makes or sells, the types of people who work there, the typical hours this position requires and some of the day-to-day tasks that the job involves.

3) How you should dress in a job interview depends on the type of job you apply for. For example, for a job in an office, it is usually best to wear a dark-colored, conservative suit (for both men and women).

4) Good interview etiquette means some important interview etiquette tips like “Be on time for your interview”, “Be aware of your body language” and “Keep the interview positive”.

5) Because preparing some questions about the business, the position, the requirements, the expectations of the person who will fill the position and so on shows you are truly interested in the position and also helps employers know that you have all the information you need to make a decision, if offered the job.

6) You should send the interviewer a thank-you note, thanking him or her for taking time to interview you. This is not only proper etiquette and a common display of appreciation, but it also allows you to reaffirm one or two key points of the interview. It also lets the interviewer know how interested you are in working for the company.

VIII Follow-up Practice

4.

1) A: I see from your résumé and application letter that you’ve had quite a lot of experience in sales already.

2) B: I know that your goal is to become the biggest provider of office suppliers in the country. My knowledge and experience of the customer base can make a contribution to this goal. I would really enjoy the challenge of growing this business.

3) A: If you were in my shoes, what sort of qualities you’d look for in your secretary?

4) B: I feel that my experience and skills are a great match for the position and I could really make a positive contribution to your firm.

5) B: I used to work in a small company. There was a lack of growth opportunities in a small company. One of the reasons I’m so interested in your company is that you are a large company dealing in international trade. I feel that I would have more scope for personal development in your company and that the work will be more challenging for me.

6) B: I’m disciplined and determined. I believe these strengths strongly contribute to my success in sales. My weakness? I suppose I’m a bit of a perfectionist. I’m usually dissatisfied with what I’ve done and always think I can do it better in a different way.

7) B: I would expect the standard rate of pay at your company for a person with my experiences and educational background.

8) A: You’ll hear from us soon. After we’ve interviewed all the applicants, we’ll make our final decision. We will telephone you. It has been a pleasure to talk with you.

Unit 2 Business Phone Calls

II Listening Task

1.

2) Introduce yourself and your company.

3) Express gratitude.

4) State the purpose of your call.

5) Schedule a meeting.

6) Use the alternate-of-choice questioning strategy.

7) Thank them for their time today and for the upcoming appointment.

8) Follow up.

2.

1) They are expected to follow certain rules of etiquette to help make the experience pleasant and productive for all those involved.

2) You should first identify yourself and your company.

3) The name of the person you’re trying to reach.

4) You need to state the purpose of your call and then be sure to ask if you are calling at a convenient time.

5) You should make sure your first vocal impression is a good one by trying to answer the phone as pleasantly and professionally as possible.

6) It might be easier on the listener to say, “Thank you for calling Pacific Edge International. This is Mary Robert. How may I help you?”

7) You should speak clearly and slowly and leave your name, phone number, and a brief message.

3.

Telephone English

Reasons for difficulties in making phone calls in a foreign language:

1) You can’t see the person you are talking to;

2) The person’s voice might be unclear;

3) You might find it difficult to find the right words.

Expressions commonly used in making phone calls:

1) “Hold on” or “hang on” means “wait”.

2) “Hang up” means “finish the call by breaking the connection”—in other words: “put the phone down.”

3) If you ring somebody up, you make a phone call.

4) If you pick up the phone, you answer a call.

5) “Put through” means to connect your call to another telephone.

6) If you can’t get through to the person you want to talk to, you might be able to leave a message.

7) “Call back” means to return a phone call.

IV Reading Task

1) Practising good business telephone skills helps encourage clear lines of communication, build rapport and avoid misunderstandings.

2) (Open)

3) (Open)

4) (Open)

5) (Open)

6) Almost all the aspects can be improved by more practice.

VIII Follow-up Practice

4.

1) ___________ such as taking orders, checking progress, contacting suppliers, requesting and giving advice, and hearing complaints, is done all over the telephone.

2) ___________ establishing a positive telephone image is obviously important to the success of the company.

3) ___________ you don’t need to spend time talking around the subject. Just get to the point as you would in a business letter.

4) B: I’ m very sorry. Our manager is tied up at the moment. If you leave your name and phone number, I’ll have him call you back as soon as he’s available.

5) B: ___________ and I’m calling to see if you have any time to meet with me to discuss about your purchasing plan for the next year. Will you be free sometime next week?

6) A: ___________ May I ask who’s calling?

B: ___________ Could you tell me where I can reach him?

A: ___________ Could you call back later or would you mind leaving a message?

B: I think it’s better for me to leave a message. But it’s important and urgent. Please make sure he gets this message.

A: ___________ I’m sure to pass your messages to Mr. Johnson.

B: ___________ that due to some sudden changes, do not fill out any orders for ABC Company until further notice? It’s very important. I’ll explain later.

Unit 3 At the Meeting

II Listening Task

1.

1) Meetings are communicating with an audience in a format in which more than one individual come together to introduce, review, or decide something.

2) Because new technologies have emerged and become less expensive and more popular.

3) The use of audio and video conferencing over the Internet

4) People prepare what they will need for the meeting, like spreadsheets, graphs, or a PowerPoint presentation.

5) Businesses now often have to make strategy and plan and take action quickly. So the people involved have to come together in some form, review the situation, and make a decision. More and more, these people are in different places, and may even speak different languages.

2.

your job / involved / several times / function / workplace issues / co-ordinate / work groups / negotiate sales / business arrangements

benefits / encourages / keep up-to-date / better planning / sections / share ideas / team spirit / consensus / problem solving.

Different situations / problem / transacted / leadership style / conferences / general staff meetings / meetings to give instructions

3.

1) Discuss the two most important issues

2) The renovation of our laboratory

3) Selection of the design team for the PWC project

4) Two hours

5) After everyone has given their opinion

IV Reading Task

1) A written agenda is used as a way of organizing a meeting.

2) When you are simply making some announcements. In such cases, memos or emails can do the job better than meetings.

3) They are problem solving orientation, defining the problem, generating solutions (brainstorming), choosing a solution and do and review.

4) There are people in the meeting that have no interest in solving the problem at hand. Of course this is a huge problem and the meeting should not proceed until everyone has a problem-solving attitude.

5) We can have a tracking sheet for conducting meetings which may consist four elements— announcements, problem solving components, bonding stuff and power struggle stuff.

6) You can review how the performance went, and pay attention to areas where you might improve.

VIII Follow-up Practice

4.

1) __________ pool all the participants’ ideas and suggestions for a common purpose, which may function in several ways like solving problems, making decisions, sharing information and other kinds.

2) __________ Then, on the basis of such understanding, the participant should think about the relevant points to be prepared and brought up at the meeting. Sometimes, he may need to do some research work to confirm his opinions for the coming meeting.

3) __________ one should exercise a good control over the meeting, which covers different stages at a meeting: control at the very beginning, control during the meeting and control at the end.

4) __________ Before we begin I should like to say that I hope the meeting will be constructive and have a positive outcome.

5) __________ Basically we’ve got three issues to decide: first the date, secondly the location and finally the conference facilities. Let’s start with the date.

6) __________ The first item is a discussion of management’s proposals on flexitime and the second item is the work arrangement for the coming holiday.

7) Since we do not seem to be able to resolve this difference now, __________

8) __________ discuss the details concerning the new product development at our next meeting next Wednesday. If there’s nothing else to discuss today, we shall call it a day.

Unit 4 Business Presentations

II Listening Task

1.

career / expects / oral presentations / students / realize / in business / smaller ones / superiors / colleagues / various kinds of meetings

costs / immense / earning big salaries / incompletely and inefficiently / lost / communicated / fail / implemented /

Technology / physical characteristics / interactive computer or television / communicators / verbal and nonverbal / possible / a critical communication competency

2.

1) How to overcome presentation nerves.

2) Because the more you are aware of them the more that you can actually start to overcome them.

3) Preparing yourself for your presentation

4) Breathing

5) To imagine that the presentation has just taken place – and that it was successful.

6) Because you can practice and assess your timekeeping, body language (such as eye contact and hand gestures), voice projection, pace of speech and logical order of content by rehearsing your presentation.

3.

1) San Francisco, USA

2) mechanical testing and simulation equipment

3) the US, France, Germany, and Australia

4) 2 880 worldwide

4.

CEO-1 General Manager-2 Human Resources Director-3

General Manager’s Secretary-4 Sales Manager-5

Finance Manager-6 Technical and Quality Manager-7

Marketing Manager-8 Customer Service-9

Noise and Vibration Division-10 Purchasing and Planning-11

R&D-12 Quality-13

Shipping-14 Assembly-15 Mechanical Engineering-16

Electronics-17 Software Engineering-18

IV Reading Task

1) Understanding the makeup of your audience can help you give a presentation in an appropriate way as different audience may have different expectations or requirements.

2) A presentation script can help you to deliver your presentation in a well-structured and professionally developed way.

3) It generally consists of four basic parts, an opening, body, summary and closing.

4) Visual aids help audiences engage with the material you cover and offer critical reinforcement for both your main points and your supporting evidence. They can also act as a memory spur to help you stay on track when you’re standing in front of your audience. Used well, visual aids can enhance understanding of the topic, add variety, support your claims, reinforce your ideas and give your presentation lasting impact.

5) On the presentation, you need to arrive and set up early and make sure everything you need for the presentation is ready.

6) (Open)

VIII Follow-up Practice

2.

1-g 2- c   3-i 4-a 5-f 6-i 7-c 8-a 9-d 10-e

11-f 12-h 13-j 14-e 15-b 16-g

4.

1) __________ and then I’ll talk about our market share of our product in some major countries. Finally I’ll talk about our main customers and future plans.

2) __________ so I intend to briefly run through the four P’s for the new videophone model−the product, the place, the price and the promotion.

3) __________ I have no doubt this product will not only open up a new sector of the market but ensure long-term growth and prosperity of our company.

4) __________ this new product represents a significant market opportunity for the company with its ability to open up a new sector of the residential market.

5) __________ and has now become a diversified company dealing mainly in international trade, international transportation, labor export, real estate and so on.

6) __________ We have improved our R&D department and enlarged our product lines to include washers and dryers, refrigerators, and microwave ovens. Our electric appliances are geared toward households with high efficiency but minimal space.

7) __________ I’ll elaborate on how we designed our product. And then I’ll bring out our demonstration model so you can have a look. Finally, I’ll talk about the marketing strategy for this product.

8) __________ has excellent quality, reasonable price, unique design and a predicable large circulation.

Unit 5 Business Travel

II Listening Task

1.

Tips for Travelling Abroad

2) Register so the department concerned can better assist you in an emergency.

3) Familiarize yourself with the local laws and customs of the countries to which you are traveling.

4) Make 2 photocopies of your passport identification page.

5) Leave a copy of your itinerary with your family or friends at home

6) Notify by phone or register in person with your embassy or consulate upon your arrival.

7) Don’t leave luggage unattended in public areas. Don’t accept packages from strangers.

8) Don’t be a target!

9) Deal only with authorized agents when you exchange money or purchase art or antiques.

10) If you get into trouble, contact the embassies and consulates abroad.

2.

to a distant location / an event / mindful of / packing / driving yourself /

the cost of the travel / an economy or coach plane ticket / the least expensive / coach group / a seat or place / leg room and amenities / laptop computer / the business class or coach / the economy coach / the first class / a hotel or an airline / the venue / conference / a hotel and airport

book a flight / destination / a couple of hours / give yourself time to rest / rethink all the things

3.

Destination: the States

Title: Mrs.

First Name: Sarah

Passport Number: G0456780

Date of Departure: Flexible

Seat Type: Aisle

Area: Non smoker

Ticket Type: Business class

Visa: Validity: three months

Means of Payment: Cash

Special Requirement: order vegetarian meals for the flight

IV Reading Task

1) Business travel will certainly be curtailed and businessmen/women will prefer to stay at their work place or maybe home, instead of embarking on a grueling travel schedule.

2) Business travel is required at certain times when the mode of interaction is more discussion than mere information exchange and presentation because human touch is irreplaceable.

3) Business traveling enables face-to-face, first-hand communication and interaction, which ensures better business and thus means more business travel to firmly bind business relationships; videoconferences are more convenient and easy, but they lack the human touch, thus being cold, impersonal and ineffective in contrast.

4) Because the MICE (meetings, incentives, conventions and exhibitions) market are also growing globally and companies look at travel as a powerful incentive tool for employees.

5) (Open)

VIII Follow-up Practice

4.

1) B: I’d like to book an open return ticket from Hangzhou to Melbourne for this Saturday.

B: The Flight 208 is too early for me. I’m afraid I can’t make it. How about Flight 210, leaving at 14:30?

B: I’d like an open return business class ticket.

2) __________ I was told that all the rooms in your hotel had been booked up last week. I wonder whether any reservations have been cancelled now. If available, I’d like to book a single room.

3) __________ I’d prefer a queen size bed, if that’s possible. By the way, does my room have a computer socket and Internet connection?

4) __________ My secretary made a reservation ten days ago in my name. She sent a fax to your hotel to reserve a suit of two rooms for three nights.

5) __________ a conference room that can accommodate 80 to 90 people, with sound equipment, overhand boards or screen and it should be also equipped with a television set and a video recorder.

6) __________ I’d like to change some US dollars into local currency. What’s the exchange rate today?

Unit 6 Building Business Relationships

II Listening Task

1.

international trade / seek clients / sellers / buyers.

commodities / petroleum & rare metals / market / exercise control / exchange / awarding / restricting / export merchant / import merchant / export company / export sales / available / counterparts abroad / approached / channels / chambers of commerce / trade fairs / the Internet

2.

2) Mind your net etiquette. not to convey the “wrong” messages, use non-verbal cues, be clear

3)Ask, don’t demand. in a nice and polite manner, ask nicely

4) Get in touch regularly. get in touch every week or so, spend more time developing those accounts

5) Be personal. be a real and genuine person, no need to talk business all the time

3.

1) He sent Ms. Chen a letter seeking for business cooperation

2) His purpose was to explore the possibility of establishing business relations.

3) He learned about Ms. Chen’s company from his Commercial Counselor’s Office in China.

4) Electronic products.

5) He said that their prices compare very favorably with the prices of the same kind of products on the international market.

6) It’s still too early to say that. She will first go to see their exhibits, then study their catalogue and decide what items she is interested in. Then they will have further discussions tomorrow.

IV Reading Task

1) Thoughtful consideration of the interests and feelings of others and minimising misunderstandings.

2) Because manners will point to your inner character. Appropriate business etiquette promotes positive traits. Examples are open.

3) A reputation for delivering what you say will deliver goes a long way in the business world. A reputation for integrity is slowly gained but quickly lost.

4) Because they lay foundations for a strong business relationship.

5) Dressing appropriately, standing and sitting in the right place at the right time, good posture and looking physically presentable.

6) (Open)

VIII Follow-up Practice

2.

1) B. Introduce the more important person first. You should address your client and say “Mr. Smith, I’d like you to meet our Vice President, Ms. White.” (Alternative answer—introduce the client as the more important person!)

2) B. Gender is not important. The person who benefits from the lunch pays the bill. Normally this person did the inviting. If you are the guest, do not offer to pay the bill or tip. A thank you note within two days is always appropriate.

3) C. The host picks up his or her napkin. Your host placing the napkin on his or her lap signals that the guests may begin eating. You would then place your napkin in your lap and begin the meal.

4) A. It is inappropriate to use the left hand for dining in India, and in many North African and Middle Eastern countries.

5) B. Use the spoon provided. It’s not a cup of coffee, for heaven’s sake. And don’t slurp, either.

6) D. Say nothing and allow the champagne to be poured. It’s more polite not to call attention to the fact that you can’t drink champagne.

7) D. Leave it on your chair. Definitely don’t put it on the table—what if you have crumbs on it?

8) B. Your napkin should be placed on your chair if you temporarily leave the table. Don’t forget to push your chair in.

9) B. Nothing should be placed on the table that is not directly related to the meal itself. If at a business meal, the business at hand should be the most important conversation, not an in-coming call. If dining one-on-one, the person “in person” should receive your full attention. Phone ringers should be turned off and phones placed out of sight. If expecting an urgent call, let your party know in advance that you are expecting an important call and may need to be excused. Take the call in private, away from the table and keep it as brief as possible. Even when dining solo, cell phone usage in restaurants should be kept to a minimum out of consideration to other diners.

10) A or B. It’s impolite to arrive early.

11) B. Make eye contact with all of the individuals you’re talking with.

12) B. Indicating where your guest should sit will make her feel more comfortable.

13) B. Canadian businesspeople often begin relationships in a reserved manner. Once people get to know one another, they become friendly and informal. However, it is not appropriate to behave like that in business situations.

14) 3 to 4 feet. Consider personal space when approaching a client.  North Americans are comfortable speaking with business acquaintances at a distance of about 3 to 4 feet. 

15) C. Leave it on the floor and ask the server to bring you another one. Never retrieve any dining utensil or your napkin if it is dropped on the floor. If a utensil may trip a server or other guests, you may gently tap it out of the way with your foot.

16) B. Call after 15 minutes and leave after 30 minutes. It is acceptable to call and if the client is unreachable, it is acceptable to leave the restaurant after waiting for a minimum of 30 minutes. Call your client and explain that you had to leave and that you would like to reschedule.

17) B. By answering the phone, you have just shown that the unknown caller is more important than the current conversation. If you are expecting a truly important call, tell that to the person you are speaking with ahead of time.

18) C. Business situations are gender-neutral in western countries, therefore men and women are treated equally. The roles of “ladies” and “gentlemen” are reserved for social occasions. However, if a man pulls out the chair for a woman, she should simply reply with “thank you” and consider it an act of kindness.

19) B. White wrapping paper in Japan represents death.

20) D. There is no such thing as “private” email. Despite the fact that most people do not seem to distinguish between personal and private conversations on their cell phones, client business should never be discussed if “anyone” is around and certainly not on elevators or in metros/ tubes/subways.

4.

1) __________ handling textiles for more than 20 years. Our products have enjoyed a high reputation in the world for their good quality and reasonable price.

2) __________ that we specialize in the export of Chinese textiles and shall be glad to enter into business relations with you on the basis of equality and mutual benefit.

3) __________ your well-illustrated catalogues and I am very interested in your canned fruit. Now I have come to discuss with you the possibility of importing the goods.

4) __________ that our foodstuffs are guaranteed to conform to the WHO standards.

5) __________ that your company is one of leading importers of Chinese silk products in Europe, which come within the scope of our business activities.

6) B: __________ I found some of the exhibits to be fine in quality and beautiful in design. The exhibition has successfully displayed to me what your corporation handles. I’ve gone over the catalogue and the pamphlets enclosed in your last letter. I’ve got some idea of your exports. I’m interested in your silk blouses.

A: __________ Our silk is known for its good quality. It is one of our traditional exports. Silk blouses are brightly colored and beautifully designed. They’ve met with great favor overseas and are always in great demand.

Unit 7 Enquiries and Offers

II Listening Task

1.

Enquiries and Offers

Business negotiations: Usually start with an enquiry by an overseas buyer to a seller, inquiring for sales information.

It is worthy of note: Whoever makes an enquiry is not liable for the buying or the selling.

The commercial practice: The receiver of an enquiry will respond without delay in the usual form of a quotation, an offer or a bid.

Two kinds of offer: A firm offer or offer with engagement and a non-firm offer or offer without engagement.

A firm offer: (1) It must be sent to one or more specific persons;

(2) The conditions given must be complete, clear and final.

(3) Once unconditionally accepted within its validity, the offer is binding on both parties;

(4) It takes effect only after the offer reaches the offeree.

2.

Commodity: Cotton Print Shirts

Article No.: Art. No. 22

Destination: London

Unit price: USD 30 per piece CIF London

Quantity: 20,000 pieces

Commission: 3%

Delivery time: September

Terms of payment: L/C

Validity of offer: three days

3.

1) Textiles

2) Under the request of one of his clients.

3) Their carpets were handmade of pure Chinese wool. They were resilient and had fine

workmanship. They had a ready market in many European countries.

4) If the carpets were of the specifications and colours he wanted he would place an order.

5) She means that they could make carpets according to their customer’s requirements.

6) CIF price

7) No. Ms. Zhang would check the requirements carefully before she made a commitment.

IV Reading Task

VIII Follow-up Practice

4.

1) ______ if your quotation is competitive and delivery date acceptable.

2) ______ So please tell us what quantity you require so that we can work out the offer.

3) ______ that your bicycles have a ready market in our country and there is a steady demand for your product in our market. So we’d like to make an inquiry.

4) ______ through the cooperation between us, large transactions will be brought to speedy conclusion.

5) A: ______our carpets are handmade of pure Chinese wool. They are resilient and have fine workmanship and well known for their exquisite designing. That’s why our products have a ready market in many countries.

B: ______ Can you give us a reference price?

A: ______Here are our latest price sheets and catalog. You’ll find details of the different designs, colors, and sizes.

B: ______ Do you take special orders?

A: ______We can customize carpets to meet our customers’ specific needs.

B: ______ Please tell us the earliest possible date of delivery?

A: ______ As a rule, we deliver all our orders within 2 months after receipt of the covering letters of credit. It takes longer, of course, for special orders. But in no case would it take longer than 4 months.

Unit 8 Terms of Payment

II Listening Task

1.

remittance − M/T / T/T / D/D

collection − D/A / D/P

letter of credit − Sight L/C / Time L/C / Irrevocable L/C / Revolving L/C

2.

1) C 2) D 3) B 4) B 5) D

3.

IV Reading Task

1) Compared with other forms of bank lending, financing trade transactions is popular because these deals are short term, self liquidating, secured (by the underlying goods) and speedily completed.

2) There are three main areas of risk—micro risks, macro risks, and product risks.

3) Before undertaking to establish a DC for an importer, the bank should consider the financial standing of the importer, the goods and the status of the exporter (or beneficiary of the DC.

4) Check carefully whether the DC is workable and that the exporter will be able to comply with its terms and conditions.

5) (Open)

VIII Follow-up Practice

4.

1) __________ are confirmed irrevocable letters of credit by sight draft against presentation of shipping documents.

2) __________ your price is on the high side, but the quality of your products will probably make up for it.

3) __________ I hope you’ll meet me half way. What about 50% by L/C and the balance by D/P?

4) __________ we exceptionally accept delivery against D/P at sight, but this should not be taken as a precedent.

5) __________ And the other way round, we pay by L/C for our imports and furthermore, we pay by the same kind of letter of credit when we import from your country.

6) __________ When we open a letter of credit with a bank, I’ll have to pay a margin. That’ll not only tie up our money but also increase our cost.

7) B: __________ we can’t agree to D/A payment terms. It is only when trading parties know each other very well and there doesn’t exist any risk of non-payment will we then adopt D/A payment terms. If goods are shipped and then rejected on arrival at the port of destination, we would be put to no end of trouble.

8) B: __________ about 30 days before the time of shipment so that we may get the goods prepared and book the shipping space. One more thing, you must see to it that the validity of the L/C is to remain till the 15th day after shipment, leaving enough time for us to make out the documents and negotiate payment with the bank.

Unit 9 Packing and Shipping

II Listening Task

1.

1) Because goods have to travel long distances before reaching their destination—across oceans or continents. Accidents, rough weather, unloading and reloading on the way, everything has to be taken into consideration.

2) The importer has the right to expect that his goods will reach him in perfect condition and the exporter has to get them into a nice, compact shape that will stay that way during the roughest journey.

3) Nothing is more infuriating to an importer than to find his goods damaged or part missing on arrival; and nothing is more likely to an exporter than to lose a customer.

4) New packing materials are being developed which are light and strong, and new methods being found to ensure the safe transport of goods.

5) The general plan in all packing is not only to make the goods secure for the journey, but also pack the goods as lightly and compactly as possible in order to minimize the freight charges.

2.

3.

cargo / manifest / bills of lading / consignments / documents / insurance policy / commercial invoice / Customs and Excise

Clearing and forwarding / transportation / loading and unloading / dock services

shipping marks / stenciled / identifying / unloaded / inspected / cleared / destination.

IV Reading Task

1) The major means of transportation mentioned in the passage are railroad, airplanes, ships, trucks, and pipelines.

2) Jet-cargo aircraft.

3) Bulk products that are low in value in relation to their weight and that must travel great distances. Because trains can go only where there are tracks, railroads can directly serve only points on railroad lines.

4) The use of air freight. Because air freight now uses high-speed, supercargo planes to move bulk goods. Containerization permits more efficient use of aspect in planes, and the speed of air transport allows great efficiency.

5) Because cargo ships and barges move bulky goods at low cost and low speed. The loading of truck trailers directly onto ships and barges brings some flexibility to water transportation. Barges moved by tugboats have long been used to move railroad cars.

6) With the development of container ships, large quantities of goods can be stored in their holds and also in standardized and easy-to-handle containers on the decks. New super-ships are too big for many harbors, so offshore ports are being constructed for unloading.

7) Such goods as gasoline, crude oil, natural gas and even solids like coal can be moved in pipelines. The coal is ground into a powder that is mixed with water to form slush and moved through pipelines.

VIII Follow-up Practice

4.

1) __________ the fine quality of our products, especially the unique design of the packing will help you promote the sales of our products.

2) __________Your products should be competitive not just in price, quality, but in packaging as well. You are aware that the appearance of the package contributes greatly to the sales of products.

3) __________ we usually use polybags, boxes and cartons specifically speaking, we pack each piece in a polybag, half a dozen to a box, and 10 dozen to a carton.

4) __________ and therefore easy to handle. They won’t be stowed with other heavy cargoes. Besides, we’ll reinforce the cartons with iron straps.

5) __________ to stand long sea voyage, rough handling, jolting and shock, and to discourage pilferage; otherwise, the goods are terribly rusty and damaged.

6) __________ such factors as cost, speed and safety should be taken into account.

7) __________ as transshipment adds to the expenses, the risk of damage, and sometimes may delay the arrival.

8) __________ that we’ll ship the goods duly, but your L/C must reach us 30 days before shipment.

Unit 10 Agency

II Listening Task

1.

Reasons for foreign agents

International trade is rather complicated because there are obstacles and differences in terms of currency, measurement systems, commercial laws, trade customs and habits, tariffs, transportation and insurance and other artificial obstacles. A foreign agent is familiar with local conditions and the market and can operate the business to mutual benefit.

Two types of agents

1) An exclusive agent who acts for his foreign principal with exclusive rights to sell in a particular area on a commission basis and he will not sell products that compete with the products of the principal.

2) A general agent who acts under instructions from his principal to sell or to buy goods on the best terms obtainable, charging a commission under an agreement concerned.

The principal’s investigation on his agent includes:

1) qualification

2) experience

3) professional morality

4) the reliability and the financial position of the firm

5) their promoting and goods-selecting skills

6) their reliable connections in the designated area

7) whether the firm is also an agent of similar goods

2.

Functions performed by foreign agents:

1) To identify customers for your products and market your goods to these people.

2) To uncover other opportunities/markets for your product.

3) To translate for you and act as your interpreter in business dealings in the foreign country.

4) To validate translation of your publicity materials.

5) To help you with local travel and/or living arrangements.

6) To provide guidance with local government regulations.

Different types of foreign agents

1) Commissioned agents—used most often by exporters and paid a percentage of a sale only when the sale is made.

2) Retainer agents—paid a fixed amount to do certain work for your company over a specified period of time.

3) Retainer/commissioned agents—placed on a retainer but also receive a percentage from each sale. The retainer provides them with funds to help run their business while the commission gives them additional incentive to work harder on your behalf.

3.

1) They are business partners. They have been doing business with each other for many years and get along with each other quite satisfactorily.

2) Ms. Zhang offered Mr. Wood a sole agency.

3) The annual turnover is 50, 000 pieces. The time period is three years and renewable for further period of three years.

4) No. His proposal is that they sell 30,000 pieces the first year and will increase the turnover to 40,000 pieces the second year.

5) The annual turnover is 30,000 pieces the first year and 40,000 pieces the second year with a 4% commission. A 5% commission will be given for the annual turnover of 40,000 pieces the first year.

6) He is not expected to handle the same or similar products of other origins.

IV Reading Task

1) An ovrseas sales agent can introduce you to customers who you supply and invoice direct.

2) A sales agent does business on a commission basis.

3) The main advantages are to use overseas agents’ extensive knowledge of the target market, avoid the recruitment, training and payroll costs for entering an overseas market, place agents to identify and exploit opportunities and maintain more control over matters such as final price and brand image.

The disadvantages are that you remain responsible for shipping and other-related logistics, need to specify in an agent’s contract if you need them to credit check your customers for you, arrange to allow access to your sales ledger as part of the commission payments process, lose some control over marketing and brand image, and have difficulty with after-sales service.

4) You need to make sure you get an agent with experience of selling your type of products and who has potential buyers interested in the kind of goods you sell.

5) The key points include parties, products, territory, exclusivity, exceptions to exclusivity, pricing, commission, payment terms, period, confidentiality, intellectual property, after-sales care, marketing, rights jurisdiction and so on.

VIII Follow-up Practice

2.

1. 订约人 Contracting Parties

2. 商品名称及数量或金额 Commodity and Quantity or Amount

3. 经销地区 Territory

4. 订单的确认 Confirmation of Orders

5. 付款 Payment

6. 佣金 Commission

7. 市场情况报告 Reports on Market Conditions

8. 宣传广告费用 Advertising & Publicity Expenses

9. 协议有效期 Validity of Agreement

10. 仲裁 Arbitration

11. 其他条款 Other Terms & Conditions

4.

1) __________ honest, dependable, experienced and hard working individuals with the desire to succeed to act as our sales agent in East China.

2) __________ Due to rapid growth of our company, we require more representatives acting as our direct sales agents worldwide.

3) __________ if you would consider our application to act as your agent for the sales of your products in our country.

4) ___________ We have much experience in promoting the sale of products similar to yours and we are very familiar with customers’ needs.

5) __________would you please let us know as early as possible the sales prospects of the item in your market, your program in detail, your business organizations in various districts and their activities?

6) __________ you will neither handle the same or similar products of other regions nor re-export our goods outside to any other region outside your own.

7) __________our business relations and your past efforts in pushing the sales of our products, we have decided to entrust you with the exclusive agency for our electronic products in your district.

8) __________ the total amount of your order last year was moderate, which does not warrant an agency appointment. Unless you increase the turnover we can hardly appoint you as our sole agent.

Unit 11 Complaints and Claims

II Listening Task

1.

1) The buyer must prove that it is the seller’s responsibility for the damage or loss of the goods.

2) The inspection certificate and B/L.

3) The seller is obligated to compensate the buyer.

4) The conflict appears when the goods are found to be damaged or of short weight when reaching the destination.

5) In that case the seller would most likely seek to find a way to satisfy his customer.

2.

1) Edward Smith

2) CBD International

3) air dried garlic granules

4) 200 cartons

5) September 20

6) October 15

7) Contract No. 201068

8) the goods contaminated with moths

9) 30%

10) not well fumigated before shipment

11) USD 6,000

12) make a thorough investigation before a reply tomorrow

3.

immediate problems / constructive ideas / adapting marketing practices / modifying /

occasional problems / inevitable / recover from mistakes / angry and frustrated / loyal

responding / buyers’ disappointment / effective and innovative / customer complaints / positive philosophy / competitive edge.

embraces / primary goal / defending / rules of the game / cost / value / employees / judgment.

IV Reading Task

1) Errors and misunderstandings may cause customers to make complaints.

2) They may result in losing future sales from customers and from everybody else who hears about their bad experience.

3) (Open)

4) When customer complaints have occurred, the manner in which you as the owner or representative of your company respond to your customer is important and worth your careful consideration.

5) (Open)

VIII Follow-up Practice

2.

1)-h 2)-d 3)-a 4)-c 5)-f 6)-g 7)-e 8)-b 9)-j 10)-i

4.

1) ___________but I’ve had lot of trouble with your company, one way or another. I have contacted several departments of your company but nothing has been done. So this time I’m going right to the top.

2) __________ making complaints is an unpleasant business in the practice of international trade. But the present case is too serious to be overlooked, so we feel we must file a claim on you.

3) __________ for its price, not to mention its bad quality.

4) __________ that the October consignment of dehydrated garlic granules arrived at our port in worthless state. About 30% of the goods have been contaminated with moths and unsuitable for human consumption.

5)__________strictly inspected by the China Commodity Inspection Bureau before delivery and a Certificate of Quality has been issued by this bureau. In other words, our goods were in good condition when they were shipped out.

6) __________ we want to go into the matter thoroughly so that we can take measures to prevent similar mishaps in the future.

7) ___________ to find out where the responsibility actually lies. But before that we can’t promise anything.

8) ___________ for all the losses incurred as a sequence of our failure of shipping in time. Anyway, we’ll try our best to settle this claim.

Unit 12 Marketing and Sales

II Listening Task

1.

is constantly linked to / top executives / interchangeable / erroneous matchup / promulgate / salespeople / stem from / centrality / management functions /

in exchange for / valuable consideration / end result / commercial process / prior to / capitalize on / provide follow-up service / maintain satisfaction / instituting a marketing department / subdivision / solo entrepreneurs / covered

2.

2) Demographic factors. Population size, used as a broad preliminary indicator of market potential

3) Characteristics of culture. Learned, adaptive, interrelated, adaptive, may operate at times as subcultures

4) Ethnic factors. Human variations, the most noticeable , physical attributes or appearance.

5) Material culture. Material things, constitutes a human-created environment, between people and the material environment

3.

A, C, D, F, G

IV Reading Task

1) Because in doing marketing you must communicate with people. What you do or say is important. So trying to build good relationships with your customers does help to market your products.

2) (Open)

3) Product, place, price and promotion.

4) They’re also referred to as a “marketing mix.”

5) Research and development of a new product, research of the potential market, testing of the product to insure quality, and then introduction to the market are often involved in the product element.

6) The place element refers to how you get your product to your customer.

7) If you price something too high, you may never sell a single item of it. If you price it too low, you can lose money on every sale once all of your costs of doing business are considered.

8) There are a variety of tools to promote your product or service, like direct mail, sales brochures, contests and giveaways.

9) (Open)

VIII Follow-up Practice

2.

1) product price promotion place

2) satisfy image design

3) competes rival

4) commercials radio spots newspaper advertisements posters labels materials public relations

5) distribution end-users outlets hire purchase mail order

6) strengths weakness opportunities threats

4.

1) __________to enter the international market, it’ll pay to do a lot of market research first.

2) __________is to find out whether there is a market for the product and whether we can sell the product in that market.

3) __________ that proper pricing of our product, choice of terms of sale and payment are three important elements in exporting a product.

4) __________must be aware of language and cultural differences when deciding how to market a product.

5) __________ that the development of a strong brand name in the domestic market is undoubtedly a precursor to any outward expansion.

6) __________ is to determine the reactions of probable consumers. The test marketing process requires several decisions: when, where, how long, what information to acquire, and how to apply results.

7) __________ encompasses two steps: one is selecting and analyzing a target market; the other is creating and maintaining an appropriate marketing mix.

8) __________ to the planning of international promotional campaigns than the establishment of clearly defined, measurable objectives.