MatrixConnectingcustomersCommunicatingvaluesPartABrainstormingWhatdowelearnfromthestory?WhatroledoestheEmailimplyinthisstory,inreallife?Themanthoughtforawhileandreplied,“___________________________”Yes,I’dbeanofficeboyatMicrosoft!PartBConnectingCustomersPre-readingquestions

Howtodefinetoday’scustomers?TaskOneChoosethebestanswertofillintheblank.1.___________isamarketingtermused,ofteninInternetMarketing,todescribethegenerationofconsumerinterestorinquiryintoproductsorservicesofabusiness.A.LeadqualificationB.LeadelaborationC.LeadgenerationD.Accountconversion2.__________istheprocessofqualifyingwhichofthesuspectsarereallygoodprospects,andthisisdonebyinterviewingthem,checkingontheirfinancialstanding,andsoon.A.LeadqualificationB.LeadelaborationC.LeadgenerationD.Accountconversion3.Theprospectsmaybegradedashot,warm,andcool.Thesales-peoplefirstcontactthehotprospectsandworkon__________,whichinvolvesmakingpresentations,answeringobjections,andnegotiatingfinalterms.A.LeadqualificationB.LeadelaborationC.LeadgenerationD.AccountconversionDCA4.His_______asafilmdirectorhasriseninrecentyears.A.positionB.roleC.standingD.status5.Thefiguresmentionedinthereport_______toeverydetail.A.conformB.accountC.consistD.tally6.Howdoyou________thecompany'salarminglyhighstaffturnover?.accounttoB.accountwithC.accountaboutD.accountfor7.Thecompanyneedstoimproveitstrainingand_________ofstaff.A.retainB.retainingC.retentionD.retainment8.Theyofferevery_________toforeignbusinessestoinvestintheircountry.A.inducementB.bonusC.perksD.rewardACDDCTaskTwoDecidewhetherthefollowingstatementsaretrueorfalseaccordingtothetext.1.()Leadgeneration,leadqualification,andaccountconversionarethefirstthreestepstoattractnewcustomers.2.()Today,thecompanydidnotworryaboutsatisfyingitscustomers,forcustomersmaynothavehadmanyalternativesourcesofsupply,orsupplierswereequallydeficientinservice.3.()Thechallenge,accordingtoJeffreyGitomer,isnottoproduceloyalcustomers;thechallengeistoproducesatisfiedcustomers."4.()Bytallyingcustomercomplaintsisoneofthemosteffectivewaysforsomecompaniestogetasenseofcustomersatisfaction5.()Winningbacklostcustomersisanimportantmarketingactivity,andoftencostslessthanattractingfirst-timecustomers.TTFFF1.Customeracquisitionrequiressubstantialskillsinleadgeneration,leadqualification,andaccountconversion.___________________________________________________2.Today'scustomersarehardertoplease.Theyaresmarter,morepriceconscious,moredemanding,lessforgiving,andapproachedbymorecompetitorswithequalorbetteroffers.

____________________________________________________TaskThreeTranslatethefollowingsentencesfromthetextintoChinese.今天的客戶要求更高。他們精明，計較，目標更高，不易滿足。他們周圍有著來自更多競爭廠商所提供的等同或更好質量的產品。獲得客戶需要根本技術，包括發(fā)現潛在客戶，甄別潛在客戶以及轉化潛在客戶。3.Customerswhohavecomplainedtoanorganizationandhadtheircomplaintssatisfactorilyresolvedtellanaverageoffivepeopleaboutthegoodtreatmenttheyreceived.____________________________________________________4.Acquiringnewcustomerscancostfivetimesmorethanthecostsinvolvedinsatisfyingandretainingcurrentcustomers.____________________________________________________5.Customersarelessinclinedtoswitchtoanothersupplierwhenthiswouldinvolvehighcapitalcosts,highsearchcosts,orthelossofloyal-customerdiscounts.

_____________________________________________________當涉及到高資金成本，了解成本，原有忠實客戶折扣的失去，客戶們不太愿意轉而購買另一個供貨商的產品。那些向廠商抱怨，并且得到滿意回復的顧客們平均下來會告訴他們的五個伙伴他們得到了多好的待遇。開發(fā)新客戶的成本是保持，滿足現有客戶成本的五倍之高。PartCCommunicatingValuesPre-readingQuestions

Whatarethechallengespresentedbythenonverbalcommunication?Listthemajordifficultiescompromisinganorganization'sattempttocommunicatewithcustomersinanylocation.TaskOneFillintheblankswiththeexpressionsgivenbelow.Changetheformwhennecessary.encode;sophistication;maxim;impair;formidable;decode;converge;blunder;tailorto;potency1.Severalgeneralstrategieshavebeensuggestedforproducts:theyareQualityMaxim,QuantityMaxim,Relevance_______________,andMannerMaxim.2.Theyaretooevenlymatched,andtheirnaturaldifferencesaretoo______________.3.Current,thehomepageofYahoouses33kindsofdifferent___________cardinalnumbertogenerate.4.Hewasfrowningandwishinghecould___________thenotationsontheslips.decodemaximformidableencode5.Hecombinedcuriousqualitiesofnaivetewithincisivewitandworldly____________.6.Allmodelsarenotownabovefunctions,butthemanufacturercancustom-________requirements.7.WhyAirbusandBoeingaremorelikelyto____________thantodiverge?8.His___________wouldcertainlyqueerhischancesofpromotion.9.Plantsweetproteinisakindofhigh-________,low-caloricnaturalsweeteners.10.Theauthor'shalfdrunkenstatedidnotintheleast____________hiseminenceinmyeyes.impairsophisticationtailortoconvergeblunderpotencyTaskTwoChoosethebestansweraccordingtothetext.1.Thetextmainlytalksabout_____________.A.Languageplaysanimportantroleinbusinesscommunication.B.Communicationskillsdifferfromcountrytocountry.C.Non-verbalcommunicationspresentaformidablechallengeinbusiness.D.Theabilitytocommunicateinourownlanguageisnotaneasytask.B2.Thequestion,"Don'tyoulikemeat?”inJapanesetrytotellus____________.A.InEnglish,theanswer"yes"or"no"toaquestionisbedonwhethertheanswerisaffirmativeornegative.B.InJapanese,theanswer"yes"or"no"mayindicatewhetherornottheansweraffirmsornegatesthequestion.C.Toavoidmisunderstandings,Westernersmustlearntodistinguishwhichinterpretationiscorrectintermsoftheentirecontextoftheconversation.D."Yes"and"no"areusedinanentirelydifferentwayinJapanesethaninWesternlanguages.3.Whichofthefollowingisnotoneofthemajordifficultiesanorganizationmightconfrontwhencommunicatingwithcustomers?A.Themessagemaynotgetthroughtotheintendedrecipient.B.Theeffectivenessofthemessagewon’tbeinfluencedbyexternalinfluence.C.Themessagemayreachthetargetaudiencebutmaynotbeunderstoodormayevenbemisunderstood.D.Themessagemayreachthetargetaudienceandmaybeunderstood.BC4.WhatdoestheCoca-colacasetrytoconvey?A.“Oneworld,onevoice”approachworks. B.Theglobaltastesandpreferencesareconverging.C.Byunifyingadvertisingaroundtheglobeisnotworkable.D.Asconsumersdifferfromregiontoregion,advertisingmustbetailoredtocountries.5.Achallengeforadvertisersandagenciesis_________________.A.globaltendencyB.agrowinglocaltendencyC.traditionalmediaD.waysofcommunicationeffectiveindifferentculturalbackgroundDDPartEBankedClozeA)greatestB)ariseC)understandingD)handleE)tougherF)justiceG)oweH)scrutinizedI)realizeJ)advantageEachtimeyoutryforamoreresponsibleposition,theselectionprocessgets(1)_______.Yourabilities,personalitytraits,yourlifestyle,valuesandaspirationswillallbevigorously(2)_______byyourprospectivecolleaguesandalsoyourbosses.Doyouknowhowto(3)_______yourselfwhenyouareunderthemicroscope?Ifyouareto(4)_______yourambitions,nowisthetimetolearnhowtodo(5)_______toyourselfandprepa