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1、6.1 Purchasing powerVOCABULARY Online trading 1 What does the word quality mean to you? 2 Read Peter Drucker definition. Do you agree? Quality in a product or service is not what the supplier puts in. It is what the customer gets out and is willing to pay for. A product is not quality because it is
2、hard to make and costs a lot of money, as manufacturers typically believe. This is incompetence. Customers pay only for what is of use to them and gives them value. Nothing else constitutes quality. Peter F. Drucker, Management guru 3 Do you ever use eBay or a similar online trading place? Why? /Why
3、 not? 4 These items from an online feedback page describe buyers and sellers experiences. Explain what each underlined phrase means. O Item exactly as described. Highly recommended seller. You should buy from this seller. http:/ 1 Great buyer! Very prompt payment. Thanks. 28-Mar-10:15 2 Beautifully
4、packaged and goods in mint condition. Would do business again. 27-Mar-10:05 3 A1! Efficient service and swift delivery. Pleasure to do business with. 25-Mar-13:47 4 Slight delay in despatch , but great communication. 21-Mar-12:11 5 Smooth transaction. Thanks. 15-Mar-08:08 6 Unreliable! This is the s
5、econd time I have received goods not as advertised. 10-Mar-11:30 7 Item a bit marked but very reasonably priced. Saved $. 28-Feb-20:40 8 Goods damaged in transit. Poor packing for high price. 20-Feb-14:25 9 Beware! Sold me a camera that wasnt in stock. 16-Feb-21:14 5 Write feedback for the following
6、 two online trading experiences.1 John buys some jewellery for a friends birthday which is in two days time. The seller promises it will arrive the next day and it does. John writes about the seller.2 Freda sellers a tennis racquet that she bought but never used. The buyer pays immediately, but when
7、 it is delivered claims it is second-hand and posts negative feedback. Freda writes about the buyer.SPEAKING Managing suppliers6 Look at the following supplier-customer pairings. In which case would you expect the relationship to be based on: a a close working relationship? b price?1a camera manufac
8、turer and electrical goods retailer 2 a pharmaceutical company and a hospital3 a haulage (delivery by truck) company and a mail-order clothes retailer 4 a maker of nuts and bolts and a helicopter manufacturer 5 a maker of motors and a helicopter manufacturer7 Complete this questionnaire from a busin
9、ess magazine to find out your attitude to suppliers. Compare your answers with your partner.Shall we do business?How do you treat your suppliers? Answer our short survey.1 When it comes to negotiating prices with a supplier, its best to a be as open as possible about each others costs and margins b
10、agree a price youre both happy with. c squeeze them as hard as you can to get the best price2 When renewing contracts a try to keep your suppliers and build a long-term relationshipb renegotiate terms that are agreeable to both of youc force suppliers to re-tender for the contract each year3 When pa
11、ying suppliers a pay them promptly when you receive the invoice b be sensitive to their cash needs and the contract each year c wait until the first payment reminder arrives before paying them.4 When developing new products a always involve your supplier-they can help with development and marketing
12、b consider how your suppliers can help to share the cost of development. c keep your developments secret and never trust your suppliers.5 Think of your suppliers as a an integral part of your business. b a business partner. c just another company, with its own interests and concerns.Now check your a
13、nswers on page 127.READING 1 Discuss the following questions.1 How much of your food shopping do you do at supermarkets? Why?2 Are supermarkets in your country squeezing smaller grocery shops out of the market? Is this a bad thing or a natural development?2 Read through the text below quickly. What
14、is the problem for suppliers of big supermarkets?3 Put one word in each space to complete the text.How the supermarkets are squeezing their suppliersThe power wielded by the big supermarkets is becoming a source of concern in many countries. On the (0) one hand, their domination of the market is for
15、cing smaller food retailers (1)_of the market; on the other hand, the way that they treat (2)_suppliers is now attracting the attention of regulators and governments.In the UK, an investigation has found (3)_suppliers of two of the largest supermarkets, Tesco and Asda (a subsidiary of Wal-Mart) are
16、providing large amounts of finance, (4)_has helped to fund Tescos and Asdas growth.The money owed by these two retailers to their suppliers has increased at a far faster rate (5) _either sales or stock. At Tesco, the five-year increase in payments owed to creditors was 2.2bn, compared with a 0.7bn i
17、ncrease in stocks, leaving 1.5bn to finance the business.In food retailing, stock is turned (6) _cash at the check-out counters long before suppliers have to be paid. So, in effect, the suppliers are acting (7) _bankers for the supermarkets. The supermarkets can hold on to the at their money for any
18、thing up to 90 days. This money can either earn interest at the bank or be used to finance other investments, reducing the need for the supermarkets to borrow money from other sources, (8) _as the capital markets.For all suppliers this is a problem, but for some more than others. The bigger food pro
19、ducers can often pass the problem on to their own suppliers by delaying payment to them until they are paid by the supermarkets. But for smaller suppliers, (9) _ is not possible. Employees have to be paid, and equipment and materials paid for before the supermarkets have settled their debt.This prac
20、tice (10) _be legal, but is it fair? Small suppliers say not-they are being squeezed out of business and now they are asking governments to intervene.Learning TipKeep a special notebook for fixed phrases (eg for the time being) and phrasal verbs (eg come across, bring about) and write example senten
21、ces to help memorise them.4 Do you think suppliers should be protected against the power of big companies? What measures could be taken to do this?GRAMMAR Relative and participial clauses5 Replace the relative clauses in these sentences with either:a an adjective b a present participle (eg working)
22、c a participle(eg worked)0 The money which is owed to suppliers is used to finance other projects. The money owed to suppliers is used to finance other projects.1 People who want to use small local shops are unable to do so.2 The supermarkets which have been accused of unfair competition have denied
23、 it.3 The companies who dominate the market get stronger and stronger.4 The money which is spent at Tesco accounts for 13% of all UK consumer spending.5 Suppliers who dons accept these terms are ignored.6 The goods which customers buy often havent been paid for by the supermarkets.7 Suppliers who ca
24、nnot wait a long time for payment are forced out of the market.LISTENING A contract to supply6 You have a shop selling flooring products (carpets, tiles, wooden flooring, etc). What would be the most important points to consider when negotiating a contract with your suppliers? Make a list with your
25、partner.7 6.1 Listen to the conversation between Paul(from the retail, A1 Flooring ) and Barbara(from the supplier, Paragon Floors) and choose the correct answer. 1 Sales of the Klik laminate flooring have beenA poor, even though customers are satisfied with itB good, but they could be better.C Good
26、 and customer satisfaction is high.2 In the future, Paul would like to seeA reductions on the products at certain times of year.B a better commission.C great discounts on certain product lines.3 Barbara doesnt want toA have a special policy just for A1 flooring.B give any further discounts.C mention
27、 this to her boss.4 Another problem for Paul is thatA Paragons stock levels are too low.B Paragon cant always supply the precise product ordered.C Paragon are not flexible enough.5 Barbara says the shortages of stock areA due to limited space in their warehouse.B becoming less of a problem.C not the
28、 fault of Paragon.6 She says that wood isA an expensive natural product.B difficult to store and to move from place to place.C is available in many different types.7 Paul says that his customersA understand the situation.B will wait for the right product if they have to.C will take their custom to a
29、nother retailer.GRAMMAR Ordering events: tense practice1 A woman is having bad experiences with her hot water boiler. These sentences are taken from a letter of complaint she wrote to the manufacturer. Match the two halves of each sentence.0 In the beginning A it seemed like the most convenient opti
30、on1 This is the third time that B I am taking showers at the local swimming pool.2 On the second occasion C it was working fine3 The next time it breaks down D I have had ask for an engineer to come out.4 At that time E the engineer never turned up.5 For the time being F I am told that my case is ve
31、ry untypical.6 At no time G I will take legal action through the mall claims court.7 Every time I call H I had never had any problems with my boiler.8 Before that time I have I tried to repair the boiler myself.2 Complete this letter by putting the verbs in the correct tense.Dear SirI (0) am writing
32、 (write) to you today because up to now I (1) _(be) unable to get a satisfactory answer to my question from your telephone operators. Each time I call the operator (2 ) _(promise) that she will investigate and call me back, but no-one ever does.Three months ago I purchased a vacuum cleaner from your
33、 High Street store in Hertford. At the time it (3) _ (be) on offer and (4) _(seem)like a very good deal. However, on the third occasion that I used it, it (5) _(break) own. When I opened it, I discovered that there was a dead mouse in the motor! Since I do not have mice in my home, I concluded that
34、the mouse (6) _ (get) into the machine before that time, most probably in your factory.Originally, I intended to ask only for an apology and compensation. However, as this is now the sixth time that (7) _ (try) to speak to you about it, I can only assume that you would prefer to discuss the matter i
35、n court. Accordingly, the next letter you receive (8) _ (be) from my layer.I enclose copies of two photographs of the mouse and the vacuum cleaner, which for the time being I (9) _ (keep) as evidence.Please be aware that at no time (10) _ (I/want) to pursue this matter in the courts. It is something
36、 you have brought about your own negligence.Yours faithfully Martha LoganMartha LoganWRITING A letter of complaint3 The battery on your MP3 player has failed after twelve months of use. Study the following information: an entry from the owners manual about battery life (A) and a reply from the custo
37、mer services department to a letter you wrote them asking for a free replacement (B). Do you think this is a satisfactory reply?A We use the best lithium ion battery technology from leading battery manufactures. The batteries we use are no different than the lithium ion batteries used by any other m
38、anufacturer, on products from portable music players, to laptops, to wireless phones. The battery should last most normal users the life of the product (several years).B 23 January Dear Mr. King Thank you for your letter of 12 July. Unfortunately, your MP3 player is now out of warranty and we will n
39、ot be able to replace your battery free of charge. To purchase a new battery please contact our sales team. Kind regards Robert Brown Customer Services4 You are not prepared to accept this. Write a letter demanding a free replacement battery. Use this guide to help you.Writing guide reason for writi
40、ng (refer to their letter) describe the history state why you are not satisfied suggest next steps thank them and close the letter26 JanuaryDear Sir/MadamI am writing in answer to your letter of 23 January in which youExam Success Always make sure that you include in your answer all the elements specified in the question. Also think about which elements deserve more attention and which deserve less.