Read the statements and say whether they are true (T) or false (F). Correct the false ones.

Date: 2015-10-07; view: 464.

III. READING COMPREHENSION

1. Answer the Questions

1. What's the key to a successful negotiation?

2. What is the ideal outcome of the negotiation?

3. Are there any limits in a negotiation beyond which the negotiator shouldn't go?

4. What should the negotiator remember if he wishes to build a longer term (срок) relationship?

5. According to the text, what qualities should a good negotiator have?

6. Why should the two sides in a negotiation trust each other?

7. Who are the most difficult customers for Eric? How does he deal with them?

8. Why are some customers aggressive? How can they be dealt with?

9. What are the ‘buy signs'?

10. Why should the negotiator be a psychologist?

1. There is always a winner and a loser in a negotiation.

2. The aim of any negotiation is to reach a compromise.

3. It is good for the negotiator to stay a supplier rather than a partner.

4. Trust is not important in a negotiation.

5. The main task of a good negotiator is to force his customer into a contract.

6. A quiet customer is easy to deal with.

7. Customers get aggressive because they want better contract terms (условия контракта).

8. Confrontation can often help to make a good contract.

3. Supply the missing words and word combinations

1. A good negotiator needs a few basic s-----.

2. You need arguments to o------- the customer's o---------.

3. There shouldn't be w------ or l----- in a negotiation.

4. You need to be able to recognize the ‘b—s----‘.

5. Being well prepared means understanding the buyer's e----------.

6. You should know what is and what isn't n---------.

7. He always tries to move from being a supplier to a p-----.

8. The quiet customers are the hardest to d--- w---.

9. If there is no dialogue then it is hard to build a r-----------.

10. Eric sometimes leaves obvious h---- in his presentation.

11. Some customers are aggressive because they feel i-------.

12. Confrontation and l----- your t----- lead absolutely nowhere.

IV. ANALYZE

1. Chose the correct word or word combination

1. The most important thing in a negotiation is to be ….

a. well dressed b. well prepared c. well read

2. You should understand the buyer's ….

a. language b. skills c. expectations

3. The ideal …. Is to make a deal both sides are happy with.

a. decision b. outcome c. advantage

4. It's good if you become …. rather than a supplier.

a. a seller b. a friend c. a partner

5. You should …. your client.

a. please b. trust c. win

6. A good negotiator needs to have a few basic … .

a. skills b. ideas c. demands

7. A good negotiator always has some arguments to overcome the customer's … .

a. influence b. decisions c. objections

8. The quiet customers are the hardest to… .

a. look for b. to speak to c. deal with

9. Some customers are aggressive because they are … .

a. frightened b. impolite c. insecure

10. …. leads absolutely nowhere.

a. Trust b. Compromise c. Confrontation

2. Match the words and expressions with their definitions

3. Put the words in the correct word order

1. is / what / negotiation / the / a / key / successful / to / ?

2. have / should /negotiator / qualities / what / good / a / ?

3. prepared / is / well / the / thing / most / important / to / be / .

4. either / winner / loser / there / a / a / should / be / not / .

5. skills / needs / a / salesperson / good / a few / basic / have / to / .

6. trust / client / you / your / should / .

7. of / you / be / must / first / all / good / be / a / psychologist / .

8. try / into / contract / a / shouldn't / you / to / client / force / your / .

9. deal / hardest / the / are / quiet / the / to / with / customers / .

10. to / a / build / there / no / is / dialogue / if / relationship / is / hard / it / then / good / .

11. need / you / arguments / client's / overcome / to / have / to / the / objections / some / .

12. lead / confrontation / temper / your / nowhere / absolutely / and / losing / .

4. Give the English equivalents

а. переговоры…………………………………………………………………………

в. ключ к..……………………………………………………………………………………

с. ожидания покупателя……………………………………………………………………..........

d. достичь компромисса………………………………………………………………………

е. идеальный результат………………………………………………………………………….

f. получить заказ…………………………………………………………………..

g. победитель и проигравший……………………………………………………

h. поставщик………………………………………………………………………

i. длительные отношения………………………………………………………………………..

j. вести бизнес………………………………………………………………………………

k. навыки………………………………………………………………………………

l. узнавать, распознавать………………………………………………………………………

m. сроки доставки……………………………………………………………………………

n. потерять самообладание……………………………………………………………………

o. возражение………………………………………………………………………

5. Prove the following statements (аgree or disagree)

1. A good negotiator needs to be a psychologist.

2. The main goal of a negotiator is to get an order.

3. The quiet customers are the easiest to deal with.

V. TRANSLATE

1. Ключ к успешным переговорам – хорошая подготовка. …………………………………………………………………………………………………………………………………………………………………………………………………………………………………………

2. Переговорщик должен понимать ожидания своего клиента.

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………

3. Вы должны знать, что подлежит обсуждению, а что – нет.

………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

4. Цель переговорщика – заключить сделку, которой довольны обе стороны и получить заказ.

………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………

5. В успешных переговорах нет победителей и нет побежденных.

……………………………………………………………………………………………………………………………………………………………...…………………………………………………………………………………

6. Если вы доверяете своему партнеру, вы можете вести бизнес быстрее. ……………………………………………………………………………………………………………………………………………………………………………………………………………………………………………...

7. Переговорщик должен быть психологом и понимать, когда клиент готов заключить сделку.

………………………………………………………………………………………………………………………………………………………………

……………………………………………………………………………………………………………………………………………………………....

8. Если клиент начинает говорить о сроках доставки, он уже принял решение. ……………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………

9. Вы не должны пытаться заставить клиента заключить контракт, вы должны убедить (persuade) его.

………………………………………………………………………………………………………………………………………………………………………………………………………………………………………….

10. Хороший переговорщик должен иметь аргументы, чтобы преодолеть возражения клиента.

………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………

11. Труднее всего иметь дело с «тихими» клиентами.

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………

12. Если нет диалога, трудно построить отношения.

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………

13. Некоторые клиенты агрессивны, потому что чувствуют себя неуверенно.

………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………

14. Переговорщик не должен терять самообладание.

……………………………………………………………………………………………………………………………………………………………………………………………………………………………………………...

15. Конфронтация не ведет никуда.

………………………………………………………………………………………………………………………………………………………………

VI. SPEAK

1. Dealing with customer complaints

The following are parts of a telephone conversation between a customer and the Customer Services clerk. Put them in the correct order.

Receptionist: Hello, Great Outdoors.

A Yes, please. It's about a waterproof jacket I bought last year.

B Thank you for your help.

C Could you put me through to Customer Services, please?

D I washed it according to the instructions on the label and now it's leaking.

E I bought it in your branch but I don't live in the area. Can I return it to my local branch?

F I realize it's no longer under guarantee but I don't think a quality item should wear out so quickly.

1 And what seems to be the problem?

2 Yes, that's no problem at all, just as long as you've kept the receipt.

3 Thank you. Goodbye.

4 Customer Services, can I help you?

5 How long have you had it?

6 Well, you'll need to bring it into the branch so that we can have a look at it, and give you a credit note or a refund.