products & presentations

Koning Willem I College - ‘s-Hertogenbosch

Products & Presentations © 2021 G. Holtappels

Products & Presentations


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Inhoudsopgave & werkwijze e-portfolio Info leerjaar 1, studiewijzer Studieplanner periode 2 Step 1a-b-c Introduction Step 2a-e Details Step 3a-b Target group Step 4 Questions Step 5 Opening a presentation Step 6 Making content Step 7 The presentation Step 8a WRTS Step 8b Speaking - Roleplays Step 9 Nedercom - Highfive Step 10 Reflection Resources AIDA formula Maatsysteem/ shapes/ storytelling Most common irregular verbs

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• Upload jouw weektaken in Teams. Gebruik alleen Wordbestanden en geen odt of pdf. De readers zijn kosteloos, je mag hem eventueel zelf uitprinten.

• Schrijf -en leesopdrachten Werk alle opdrachten uit in Word.

• Spreekopdrachten - maak een opname indien aangegeven ‘record ’ Werk je spreekopdrachten eerst uit in Word en oefen ze daarna met een gesprekspartner, jouw docent of met de native speaker. Neem je gesprekken op en stuur ze naar je docent bij de desbetreffende weektaak.

• Vocabulaire Woordenlijsten zijn te vinden in de reader en staan ook in de WRTS app of op de WRTS website. Download de lijsten en neem ze over. Je kunt ze vinden onder de publieke profiel naam: engelsmarketingkw1c

• Grammar - Nedercom Highfive Elke student heeft toegang tot Nedercom - Highfive. Dit programma behandelt de Engelse grammatica. Per hoofdstuk doe je 10 oefeningen; daarna de zelftoets. Alles moet minstens een ✔ zijn.


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Studiewijzer Engels

Onderwerp

Vak: Engels Cohort 2021; Leerjaar 1: Periode 2 Contactpersonen: Gaby Holtappels en Lilian Schepers

Context

Kwalificatiedossier medewerker marketing en communicatie. Engels Generiek: Spreken en gesprekken voeren A2; Lezen en Luisteren B1; schrijven A2 Beroepsgericht: Spreken en Gesprekken voeren B1; Lezen en Luisteren B1; Schrijven A2

Leerdoelen

Aan het einde van leerjaar 2 moet B1 behaald worden voor de vaardigheden Lezen, luisteren, Spreken en Gesprekken voeren en A2 voor Schrijven. Worden er hogere niveaus behaald dan krijg je een extra taalverklaring.

Leeractiviteiten

Schrijven, Spreken, Gesprekken voeren, Lezen en Luisteren De oefeningen variëren van dialogen, uitspraakoefeningen en woordtrainingen tot schrijfopdrachten en presentaties. In de taallessen werk je aan je taalvaardigheid; dit doe je samen met je docent, zelfstandig en eventueel met de native speaker.

Tijd

2 uur per week lesactiviteiten; 1 fysiek; 1 online; 1 zelfstudie 1 periode van 10 weken

Leermiddelen

Reader MasterEnglish - ‘Products & Presentations’ Masterenglish.nl Nedercom.nl

Voortgang en beoordeling Cijfer

Te behalen periodecijfers: hele cijfers 1, 2, 3, 4, 5, 6, 7, 8, 9 - Portfolio compleet en Nedercom t/m zelftoets voldoende/goed: cijfer 6/7/8/9 - Nedercom hoofdstukken niet gedaan: cijfer 1 - Opdrachten in de reader ontbreken: per opdracht - 1 punt - Zelftoetsen niet gedaan: - 2 punten Herkansing: reader/ Nedercom: periode 2


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STUDY PLANNER

PERIOD 2

Resources: Masterenglish.nl www.nedercom.nl - Highfive Vocabulary WRTS No. 6, 7 en 8

Department: Marketing & Communicatie

Week-taken

Writing Speaking Reading/ Listening

Vocabulary WRTS Grammar workshops

46 15-11-21

Step 1a Choose product 1b Find advertisement 1c Make mindmap

Step 8a WRTS 6 - 7 – 8 Step 8b Roleplays Step 9 Nedercom Highfive chapter 3 and 4 + zelftoets Voltooide tijden Lidwoorden Bezitsvormen Voorzetsels

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47 22-11-21

Step 2 Details (a t/m e)

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48 29-11-21

Step 3a and b The target group

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49 06-12-21

Step 4 ‘Questions’

Step 5a and b ☐

50 13-12-21

Step 7 Write out presentation in Word, make PPT

Step 6

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51 20-12-21

Step 7 Upload video recordings in teams

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52 -1

Christmas holiday 27-12-21 t/m 07-01-22

02 10-01-22

Step 8b Write out the role plays

Step 8a WRTS 6 - 7 – 8 Step 8b Roleplays Step 9 Nedercom Highfive chapter 3 and 4 + zelftoets

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3 17-01-22

Step 10 Write reflection

Mail recordings 6 roleplays

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4 24-01-22

Put finishing touch to your portfolio

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5 31-01-22

Deadline reader en Nedercom: eerste maandag van de toetsweek portfolio stap 1 t/m 10 Periodecijfer = readeropdrachten + Nedercom


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PRODUCTS & PRESENTATIONS In this assignment you are going to prepare a product presentation about a product of your own choice. Take the following steps and prepare a presentation. Put all of the steps below into a word document.

STEP 1. INTRODUCTION - CHOOSING A PRODUCT

Task 1a. Choose ANY PRODUCT or SERVICE that you would like to do your presentation about. Phones, PCs and tablets are a NO go; try to be original! Get your teacher's approval before continuing. Check out the following links for ideas for products on the sites of awesomestufftobuy.com, www.wonderfulengineering.com, www.popularmechanics.com. All kinds of innovative products you did not know exist but are too awesome to miss. Task 1b. Find a picture or an advertisement of this product. If your product is not on the market yet, then draw a picture of what it would look like.

Task 1c. Make a mindmap of your product. Think of at least 30 words that are related to your product. Check out the example below.

https://awesomestufftobuy.com/

http://www.wonderfulengineering.com/

http://www.popularmechanics.com/


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STEP 2. DETAILS Task 2a. Description Clearly describe your product/service in terms that your audience will understand. It may be helpful to have a CHART with the product components. What are the PHYSICAL PROPERTIES? (de fysieke eigenschappen); include colors, shape, material, measurements, etc. If you have chosen a food product then include ingredients. If you have chosen an appliance (apparaat), then give instructions on how to use it. If it’s a book, then describe the characters, the plot etc. _______________________________________________________________________________ _____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Task 2b. Company information - Corporate identity Give the audience a little company information. This is a way to establish credibility (geloofwaardigheid) and to make the audience feel comfortable with your company. Talk about awards or milestones for example, what can you say about the corporate identity? ____________________________________________________________________________________________________________________________________________________________________________________________________________________


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Task 2c. USP - Unique Selling Point or Unique Selling Proposition Read the text below and look up words you don’t know. Then, write down the Unique Selling Point of your product? How different is your product from the competitor and name some of the competitors? ____________________________________________________________________________________________________________________________________________________________________________________________________________________

USP, also called your unique selling proposition, it is what sets you and your business — or you as an individual — apart from your competition. It can be an actual fact or a perceived difference or specialty. Every business needs one. Your USP may be expressed as a summary of what you do and how you do it better or differently than others. Often, a USP can be summed up in just a few words that become something of an advertising jingle or catch phrase. No matter how you express it, your USP should focus on how it benefits the customer. What's Unique About You? Successful products have a unique technology or positioning that sets them apart from other products on the market. You want to introduce this aspect of your product up front to let your audience know how your product is different and why they should listen to the rest of your presentation. Use this as an attention getter. This should be done in terms of the problem that they have and that you are solving with your product. What do you do? If you have a broad offering, can you focus on one or two key services that are most in demand? List your specialties or niche areas. How do you do business? Is there something special, unusual, or significant about the way you do business? Do you offer 24-or 48-hours turnaround? Do you deliver for free? Who are your customers? Look at the demographics - age, interests, location (local, all over the world). What do your customers want? Is it low-price, your personality, your location, your reputation, or something else that

attracts customers to your business? List the benefits that customers get from you.

Let op het verschil tussen selling point and point of sale: selling point = pluspunt, voordeel, aanbeveling (bijvoorbeeld van artikel) - point of sale = verkooppunt

Task 2d. Availability & prices Ask yourself the flowing questions. At what stores is your product available? Is it only available online? Is a subscription necessary? How much does your product cost? Does this include VAT? ________________________________________________________________________________________________________________________________________________________________


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Task 2e. Promotion (150 - 200 words) How is the product promoted and advertised or in other words, DESCRIBE the use of different media? If the promotion could be improved, how would you do this. ________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ ______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

#1 Add links in Instagram stories

#2 Import online store to your FB page

#3 Display products in a Pinterst showcase

#4 Get personal with customers on Snapchat


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STEP 3. TARGET GROUP DESCRIPTION

What is a Target Audience? Well, it is typically a marketing/communications term that defines (beschrijft) who is meant to receive your message. For most marketing & sales pitches, the target audience consists of the people that are most likely to purchase your product.

Task 3a. Make a moodboard of your target audience as is shown in the moodboard below.

Whether you work in digital media, logo design or even brochure design, if you're trying to get a big design idea across, a good mood board can be invaluable. With a mood board you can instantly convey a whole assortment of concepts and feelings that are central to your pitch but difficult to get across verbally. So, what's the best way to put a digital mood board together? There are a ton of apps to make things easy for you. We've gathered the best of the bunch. Canva.com - Pinterest - Olioboard - Moodboard - Gimme bar - Sampleboard. Try it out!


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Task 3b. Why have target group segmentation? Give a description of the target group of your product? Who are the main consumers of your product? Males, females, young families, DINKS (double income no kids) etc. So, think of the following features of your target group: demographic features: age, gender, education and income; geographic features: where does your target group live; psychographic features: hobbies and interests (lifestyle-kenmerken zoals interesses); behavioural features: loyalty to a brand. ________________________________________________________________________________ ______________________________________________________________________________________________________________________________________________________________________________________________________________________ ______________________________________________________________________________________________________________________________________________________________________________________________________________________ ______________________________________________________________________________________________________________________________________

The main reason why we have segmentation is because we have so many types of customers. The main variables used for segmentation are:

• Geographic variables Region of the world or country: east, west, south, north, central, coastal, hilly, etc. Country size: metropolitan cities, small cities, and towns. Density of area: urban, semi-urban, and rural. Climate: hot, cold, humid, rainy.

• Demographic variables Age Gender Male and Female Sexual orientation Family size Education Primary, High School, Secondary, College, University Income Occupation Socio-economic status Religion Nationality/race (ethnic marketing) Language

• Psychographic variables Personality Lifestyle Interests/ hobbies


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STEP 4. QUESTIONS THAT MAKE SALESTALKS MORE ENGAGING Task. Read the information below on structuring questions in sales tasks and then write down 5 open questions. Make 5 questions you could ask a potential customer. Use sentences with how, when, where, what, who, why. Questions can be about: investigating what the customer wants; what (s)he likes, what (s)he wants to spend, price, packaging, delivery time, method of payment, terms of payment and delivery, discounts etc.

1. ________________________________________________________ 2. ________________________________________________________ 3. ________________________________________________________ 4. ________________________________________________________ 5. ________________________________________________________


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STEP 5. OPENING YOUR PRESENTATION Task 5a. Read the following text and translate the underlined words.

7 innovative ways to open your presentation

"Hello, my name is Bill Jones, and I'm here to talk to you today about..." How many times have you heard that line delivered at the start of a presentation? Did it fill you with inspiration and joy at the wonderfully engaging and innovative presentation that was to come? Probably not. And why should it, when you and millions of people across the globe have heard that same dry line hundreds of times. It's not new, it's not exciting and it's certainly not engaging. But we still all do it. Hell, I even started this article with it. The opening line of your presentation is your first chance to make a good impression with your audience. Just like when they meet you for the first time, your audience will make a split-second decision on whether to give you their attention based on your presentation opening line. If you go in dull and boring, you've lost your audience straight away. They've instantly filed you in the uninterested section of their brain, and their thoughts quickly switch to what's for dinner that night. Grab their attention and pique their interest, and you've got a room full of people in the palm of your hand, ready to listen for as long as you need them to. So how can we make our presentation openings inspiring and engaging? 1. Open with a question Your audience HAS to engage with your presentation if you open with a question. Ask the audience a question that's relevant to what is to come. For example, if you're speaking on world hunger, ask the audience, 'how many of you have ever felt hunger at 11am in the morning?'. For extra impact, ask your audience to raise their hands for a 'yes'. This way, you're instantly involving your audience in the message and making it much more compelling for them. Plus, the feelings of power and control over the audience that you will gain will help boost your confidence (and your ego) even more! 2. Provide an air of intrigue Open with an intriguing statement or story to grab the attention of your audience. Have you ever watched a rubbish TV crime show until the end just to find out 'whodunnit'? An intriguing opening line has the same effect. Your audience will want to hear more to understand the relevance of your opening line. I'm sure you would want to hear more if a presenter opened with the line: "Ladies and gentlemen, today I'm going to tell you why every member of the human race needs to be able to ride a unicycle with a butterfly on their nose." 3. Start with a pause (for three reasons...) We're in the Internet age and everyone is in a rush to get his or her message across. As a result, most speakers open their mouths and get the first sound out as quickly as possible. What's the rush? To stand out, take a nice long pause before you start speaking. This serves a triple purpose. First, it gives you time to smile, breathe and calm those last second nerves before you start. Secondly, it gives your audience the impression of a cool, calm speaker comfortable enough to control the tempo of the presentation by pausing.


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Finally, it builds anticipation - your audience will be expectant as you finally open your mouth to begin and they'll know it's time to sit up and listen! 4. Be blunt A presenter that gets right to the point is a clear communicator. If you open with a clear, blunt statement, your audience will be engaged because they'll quickly know that you're the kind of straight-forward clear presenter that will get their point across quickly and effectively. You're worth listening to because there will be no bull, and it probably won't take too long either. 5. Open with an image "A picture paints a thousand words...".etc .etc, blah, blah, blah. More importantly, a relevant, thought-provoking image is not the words, "My name is Bill Jones, and I'm here to talk to you today about..." Choose your image well and it can set the tone for your presentation, get your audience thinking more than words ever could and provide a theme to hang your key points around. Plus, you'll need to pause to allow your audience to take in your presentation opening, which helps to once again present you as the cool, calm and confident presenter (see no. 3 above!) 6. State a startling statistic Numbers and statistics instantly add weight to any point that you are making. If you craft your statistic into something really startling too, then you've suddenly got a weighty and engaging point as the opening line of your presentation! Opening with a statistic gives a sense of perspective for your audience and helps them to understand the enormity and the importance of what you are about to discuss. If you present something as enormous and very important using a statistic, then it's hard for your audience to ignore it! 7. Open without humour Centuries of speakers 'opening with a joke' means the joke is now completely unsurprising and unattractive. In fact, it's second only to "Hello, my name is..." in the dull stakes. Winston Churchill wisely responded with the words "Why would I give them what they expect?", when asked why he never opened with a joke. Of course, we all expect a joke at the start and so a titter at the opening line really isn't engaging any more. The very best humour is unexpected. It's not part of a presentation opening line.

1. Engaging _______________________________ 6. Expectant __________________________________ 2. Pique __________________________________ 7. Blunt ______________________________________ 3. Compelling _____________________________ 8. Allow ______________________________________ 4. Intriguing ______________________________ 9. Ignore ______________________________________ 5. Anticipation ____________________________ 10. Wisely_____________________________________


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Task 5b. How can you make your presentation entertaining? The answer: open your presentation with a question, a statement, an image or a startling statistic or engaging story to keep your listeners on their toes. How does that work? How can you make that happen? Let’s have a look! Choose one of the openings below to start your presentation with and write it out in English.

1. If you were to ask your audience an interesting or provoking question, what would you ask? Motivate why?

“Just like you I was brought up to believe…” “You know what it’s like when…” “If I were to ask you…”

2. If you were to make a provoking statement, or state a shocking statistic, what would it be and why would you use it?

A shocking fact can stir the audience out of their slumber and can make them attentive towards your presentation. They will look forwards to more information and will be curious to listen to you. Example: "did you know that more people have access to a mobile phone than a toilet?"

3. If you were to use one powerful image to start your presentation with, what would you use and why? Complex and sometimes multiple ideas can be conveyed by a single still image, which conveys its meaning or essence more effectively than a mere verbal description.

4. If you were to open your presentation with an engaging story, how would you start? Motivate why. Storytelling is the art to tell stories in order to engage an audience. The storyteller conveys a message, information, and knowledge, in an entertaining way. Telling a beautiful and inspiring story shows what you stand for as a brand. Storytelling appeals to the target group more than a one-sided story about your product or service. (Look in the resources for interesting storytelling campaigns.).


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STEP 6. FIVE CONTENT MARKETING IDEAS WORTH STEALING Read the 5 ideas below about content marketing below. Got inspired? What content marketing idea

would be worth stealing for you? Describe it.

_______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Five content marketing ideas worth stealing Marketing in the past often consisted of one-off campaigns that didn’t build a relationship with your customer or prospect. Content Marketing is about creating compelling, contagious (aanstekelijk) content and sharing it freely on social networks and blogs. It is about building a relationship with your prospects and customers that builds credibility and trust that turns prospects into buyers and customers into high value repeat buyers. Creating content is time consuming and a creative challenge. Sometimes you need some inspiration, and you need to try some new ideas and different media that may provide a nudge (duwtje) to try something different and creative outside your comfort zone. As Steve Jobs says, “Stay Foolish”.

Idea 1: include Images and Photos Did you know that more than 50 billion photos have been uploaded to Instagram so far?

Check out the most liked photos on Instagram on:

http://www.informationng.com/2015/10/kendall-beats-kim-k-hands-down-for-likes-on-instagram.html

Idea 2: create a Contagious Online Video Videos that are contagious https://www.youtube.com/watch?v=iOr64qJypO8

Idea 3: design a “Shareable” Video Graphic

https://www.columnfivemedia.com/best-100-motion-graphic-examples/

Idea 4: use Infographics “Infographics are visual representations of information, data or knowledge that present complex

information quickly and clearly”.

Think of statistics - concepts - business models and processes - cartoons - information – timelines

Idea 5: create a well-structured Blog Post https://www.onaplatterofgold.com/marketing-blogs-for-small-business-owners/#.W9GbgC2iFE4

http://www.informationng.com/2015/10/kendall-beats-kim-k-hands-down-for-likes-on-instagram.html

https://www.youtube.com/watch?v=iOr64qJypO8

https://www.columnfivemedia.com/best-100-motion-graphic-examples/

https://www.onaplatterofgold.com/marketing-blogs-for-small-business-owners/#.W9GbgC2iFE4


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STEP 7. YOUR PRESENTATION - RECORDING Task. Prepare and record your presentation and keep in mind the following tips.

1. Keep your presentation simple 2. Start strong and tell stories 3. Show enthusiasm 4. Use body language, facial expressions, and eye contact 5. Use visuals in your slides 6. Use only a few key words 7. Do not read from the slides 8. Keep in mind AIDA model below 9. Ask for feedback 10. Prepare and practice

(Length presentation: approx. 4 - 6 minutes)


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STEP 8A. VOCABULARY - WRTS Study wordlists 6, 7 and 8 and then do the conversations in task 8B. (You can also study them in the WRTS app; public profile: engelsmarketingkw1c)

1. Meeting people 2. Asking & showing the way 3. Appointments & Invitations 4. Telephoning 5. Reservations 6. The Media 7. Products 8. Complaints 9. Sales & Marketing 10. Organizing events 11. Recruitment

06. The media Nederlands-Engels

1. the media de media 2. publication publicatie 3. target group doelgroep 4. a commercial een reclamespot 5. the press de pers 6. a newspaper een dagblad 7. a magazine een tijdschrift 8. a survey een enquête 9. logo logo 10. formula formule 11. publisher uitgever 12. costs kosten 13. edition uitgave 14. reach bereik 15. cover dekking 16. age leeftijd 17. male mannelijk 18. female vrouwelijk 19. women vrouwen 20. sex geslacht 21. color kleur 22. format formaat


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23. graph grafiek 24. feature kenmerk 25. advertising reclame 26. frequency frequentie 27. explain toelichten/ uitleggen 28. specify specificeren 29. income inkomen 30. satisfaction tevredenheid 31. behavior gedrag 32. how often hoe vaak 33. more than meer dan 34. client opdrachtgever 35. research into onderzoek naar 36. interview interviewen 37. hardly nauwelijks 38. once eens 39. twice tweemaal 40. a rubric een rubriek 41. a colophon een colofon 42. circulation oplage 43. an ad een advertentie 44. advertise adverteren 45. a press release een persbericht

07. Products Nederlands-Engels

46. sell verkopen 47. a department een afdeling 48. the sales department de verkoopafdeling 49. appreciate op prijs stellen 50. VAT BTW 51. a discount een korting 52. in stock op voorraad 53. deliver from stock uit voorraad leveren 54. a brochure een brochure 55. a catalogue een catalogus 56. not available niet beschikbaar 57. check controleren 58. receive ontvangen 59. extensive uitgebreid 60. guarantee garantie


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61. manual handleiding 62. deliver free at home gratis thuis bezorgen 63. a customer een klant 64. sizes afmetingen 65. delivery levering 66. an assortment een assortiment 67. accessories accessoires 68. a competitor een concurrent 69. use gebruiken 70. an ad een advertentie 71. advertising reclame 72. promotion promotie 73. negotiate onderhandelen 74. an offer een offerte 75. competition concurrentie 76. an invoice een factuur (rekening) 77. material materiaal 78. an order een bestelling 79. an offer een aanbod 80. receipt aankoopbon 81. target group doelgroep 82. feature eigenschap 83. a payment een betaling 84. a complaint een klacht 85. buy kopen 86. purchase kopen 87. measurements afmetingen 88. a reduction een korting 89. unavailable 90. purchasers

niet beschikbaar kopers


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08. Complaints Nederlands-Engels

91. a complaint een klacht 92. complain klagen 93. dissatisfied with ontevreden over 94. too little time te weinig tijd 95. too much money te veel geld 96. poor quality slechte kwaliteit 97. incorrect onjuist 98. impolite onbeleefd 99. unfortunately helaas 100. what's going on? wat is er aan de hand? 101. missing ontbrekende 102. manual gebruiksaanwijzing 103. insist on aandringen 104. invoice factuur 105. shipment partij 106. at the latest uiterlijk 107. take care of zorgen voor 108. deal with afhandelen 109. unacceptable onacceptabel 110. pass on doorgeven 111. I'm sorry het spijt me 112. too many problems te veel problemen 113. too few buyers te weinig kopers 114. bad packaging slechte verpakking 115. a reminder een herinnering 116. repeat herhalen 117. that's strange dat is vreemd 118. something has gone wrong er is iets fout gegaan 119. voucher tegoedbon 120. Customer Service klantenservice


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STEP 8B. SPEAKING After your presentation, the orders just keep pouring in. But have you thought about the after sales service? Getting new customers is not hard but having your customers come back, is. Write out the following dialogues in English. Then, practice and record all 5 of them 1. A customer has a problem with a product bought a few days ago. You try to do your best to help him/her. Use your own product and think of a complaint, adapt the text if necessary.

You: Begroet de klant en vraag waarmee je hem/haar van dienst kunt zijn. Customer: Zeg dat je twee maanden geleden een product hebt gekocht en dat je nu een probleem hebt met ….. You: Vraag hoe dat nu toch mogelijk is. Zeg dat je het product wilt zien. Customer: Laat het product zien en vertel wat er stuk is. You: Zeg dat dit inderdaad het geval is. Customer: Zeg dat dit al de tweede keer is en dat zoiets toch niet mag gebeuren. You: Vraag of de klant het aankoopbewijs kan laten zien. Customer: Laat de bon zien en vraag hoe lang de garantie is. You: Zeg dat de garantie …. jaar is en dat je het product moet opsturen naar de fabrikant. Customer: Vraag hoe lang dat gaat duren. You: Je verwacht dat het twee weken zal duren, je zult je best doen het zo snel mogelijk te regelen. Customer: Vraag of het niet sneller kan. You: Je belooft meteen naar de fabrikant te bellen; vraag naar de naam en het telefoonnummer van de klant. Customer: Geef je naam (spel naam) en je tel. nr. en zeg dat je hoopt dat alles in orde zal komen. You: Herhaal naam en zeg dat je je best gaat doen. Je belt als er nieuws is. Wens de klant een fijne dag. Customer: Reageer en bedank hem/haar voor de moeite.


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2. A) werknemer software bedrijf B) supplier (leverancier) (A) neem correct op - het is middag, this is ...) (B) groet terug - stel jezelf voor - zeg dat je het briefje hebt gevonden om even terug te bellen - vraag wat je kunt doen. (A) zeg dat je graag wilt weten wanneer de nieuwste versie 8.2 leverbaar is. (B) zeg dat de nieuwste versie verkrijgbaar is op 1 augustus a.s. (a.s. = next). (A) zeg dat je veel vragen krijgt van klanten over de leverdatum. (B) zeg dat je daar niets aan kunt doen, maar je hebt ook goed nieuws - versie 8.2 wordt geleverd met een Nederlandse handleiding. (A) zeg dat dit fijn is - vraag of de leverdatum van 1 augustus definitief (definite) is. (B) bevestig - zeg dat het echt niet eerder kan (it really can’t be any sooner). (A) vraag of (B) nog demo's van 8.2 heeft (demos). (B) ontken - zeg dat jullie die niet meer maken - ze waren te duur. (A) vraag of je nog wat brochures over het programma kunt hebben want je hebt er geen meer. (B) zeg dat je ze meteen zult sturen - vraag hoeveel (A) er nodig heeft. (A) 100. (B) geen probleem - zeg dat je er z.s.m. honderd opstuurt. 3. A) head buyer (hoofd inkoop) (B) store employee (A) neem correct op - het is ochtend - vraag hoe je van dienst kunt zijn. (B) groet terug - noem je naam - zeg dat je een klacht hebt. (A) verontschuldig je, het spijt je dat te horen - vraag waarover de klacht gaat. (B) zeg dat je belt over de partij tafellampen die vandaag zijn aangekomen in het magazijn. (A) vraag naar meer details? (B) zeg dat je 20 lampen te weinig hebt ontvangen en 5 lampen waren in de verkeerde kleur. (A) herhaal klacht - 20 lampen te weinig en 5 in de verkeerde kleur - vraag of er nog iets is? (B) zeg dat de verpakking slecht is en dat je heel teleurgesteld bent. (A) zeg dat je dit zult doorgeven aan de afdeling verkoop. (B) zeg dat je de juiste artikelen uiterlijk overmorgen wilt hebben en dat je alle lampen terugstuurt. (A) ga akkoord - zeg dat je alles gaat regelen. 4. (A) shopkeeper (B) assistant Finance department (A) neem correct op - het is ochtend - vraag hoe je van dienst kunt zijn. (B) groet terug - stel jezelf voor - vraag of je met de manager spreekt. (A) bevestig - vraag wat je kunt doen. (B) zeg dat je belt omdat de factuur van 13 januari nog niet is betaald. (A) vraag ogenblik geduld - zeg dat je dit zult nagaan - zeg dat je op 16 januari betaald hebt. (B) geef aan dat dit vreemd is - vraag of je het juiste banknummer hebt doorgekregen? - het nummer is 58.17.43.122. (A) herhaal nummer - klopt - zeg dat je niet weet wat er is gebeurd. (B) bied verontschuldiging aan - zeg dat je zult informeren bij de bank - je belt (A) daarna meteen terug. (A) zeg dat dit prima is - sluit af en zeg dat je (B) later hoopt te spreken.


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5. (A) shop assistant (B) customer (A) neem correct op - het is middag - vraag hoe je van dienst kunt zijn. (B) noem je naam … uit Breda - zeg dat je een serieuze klacht hebt. (A) verontschuldig, vraag ogenblik geduld - verbind (B) door met klantenservice. (B) zeg dat je de manager zelf wilt spreken. (A) zeg dat dit mogelijk is - vraag ogenblik geduld. (B) zeg dat je zult wachten. (A) spreek (B) aan. (B) reageer. (A) verontschuldig, zeg dat de manager telefonisch in gesprek is. (B) geeft niet - zeg dat je zult wachten - jij wilt deze zaak graag meteen afhandelen. (A) zeg dat het wel even kan duren - vraag of (B) niet liever wil terugbellen? (B) weiger - sta erop de manager zo snel mogelijk te spreken (insist on speaking to .....) (A) reageer - vraag B te wachten.


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STEP 9. BY THE WAY, HOW’S YOUR ENGLISH GRAMMAR?

Open www.nedercom.nl Login with your last name. Your studentnumber is your password. Go to Highfive. Chapter 3 Werkwoorden: voltooide tijden Chapter 4 Lidwoorden/ Bezitsvorm/ Voorzetsels. Doe ook de zelftoetsen. Maak eerst de diagnose en breng je kennis in kaart. Het programma geeft je dan een individueel oefenadvies. Wat je al beheerst, hoef je niet te doen. Diagnose resultaat: =OK, oefenen aanbevolen =oefenen noodzakelijk =oefenen zeer noodzakelijk Via deze link kom je bij het leerboek van Highfive en bij de theorie van hoofdstuk 3 en 4. Alle oefeningen moeten minimaal voldoende zijn: Resultaat oefeningen: =uitstekend =goed =voldoende =bijna voldoende =onvoldoende

Tip: fris eerst je kennis weer even op voordat je de diagnose doet.

http://www.nedercom.nl/

http://www.masterenglish.nl/holtappels/Leerboek_Nedercom.pdf


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STEP 10. REFLECTION

a. What have I learned? ________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ b. What was difficult for me? ________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ c. What went right? What went wrong? ________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ d. What will I do differently next period? ________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ e. How would you grade yourself, on a scale of 1 to 10? Give 2 reason why. _______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ f. Do you have any tips for the teacher? ________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________


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RESOURCES - HULPBRONNEN

AIDA-model - Attention, Interest, Desire en Action Het AIDA-model is al in 1925 ontwikkeld door Strong om de werking van reclame te illustreren. We kunnen het echter uitstekend gebruiken om het verkoopproces te structureren. Toegepast op verkoopgesprekken levert het AIDA-model de volgende fasen:

- Aandacht trekken - Interesse wekken- Drang tot kopen opwekken - Afsluiten van de

transactie Aandacht trekken: Je trekt de aandacht aan het begin van het verkoopgesprek met het eerste zinnetje dat jij als verkoper tegen de klant zegt. Een goede openingszin moet origineel zijn, dus anders dan de klant verwacht. Je trekt de aandacht niet echt met: "Waarmee kan ik u van dienst zijn?" of "Mooi weertje vandaag." Probeer aan te sluiten bij de belangstelling van de klant. Wat heeft de aandacht van de klant? Waar kijkt hij naar? Welk product heeft hij of zij net aangeraakt? Goede openingszinnen in een autoshowroom zouden kunnen zijn: "Die is net binnen", "Deze trekt in 3 seconden op van nul tot honderd", "Sleutelt u graag?" of "Wilt u echt comfortabel rijden?" Natuurlijk kunt je ook door je handelingen de aandacht trekken. Standwerkers op de markt zijn daar geniaal in. En hun verhaal is voortdurend gericht op het oplossen van een klantprobleem: pluisjes op een donkere stoelbekleding of teveel verschillende apparaten in de keuken. Interesse wekken: Je wekt de interesse van de klant door belangstelling voor de klant te tonen. Vraag wat de klant wil. Achterhaal het probleem van de klant en draag oplossingen aan. Demonstreer de werking van een apparaat. Betrek de klant in de demonstratie. Laat hem of haar verschillen zelf voelen. Schets de mogelijkheden, geef voorbeelden, vertel verhalen. In deze fase moet je niet alleen de interesse van de klant wekken. Je moet er ook voor zorgen dat de klant jou vertrouwt. Drang tot kopen opwekken: Belangstelling van de klant voor een product is niet genoeg. De klant moet inzien dat hij of zij het product nodig heeft. In deze fase speelt argumentatie een belangrijke rol. Vraag je af waarmee je deze klant ervan kunt overtuigen dat dit het beste product voor hem of haar is. De een is namelijk gevoeliger voor een bepaald soort argumenten dan de ander. Dat heeft bijvoorbeeld te maken met de wijze waarop mensen denken. Sommige mensen zijn gevoelig voor inhoudelijke rationele argumentatie. Die willen weten wat het product is, wat het doet, hoe het werkt, wat het kost, welke voordelen het biedt enz. Anderen daarentegen zijn meer geïnteresseerd in wat het product hen doet, welk gevoel ze erbij hebben. Ze vinden iets mooi, leuk of "gaaf" en laten niet-rationele argumenten een rol spelen. Afsluiten van de transactie: De vraag om tot kopen te beslissen is een cruciaal moment in het gesprek. Het is vrij moeilijk om te bepalen wanneer je met dat voorstel moet komen. Let daarom op de koopsignalen. We noemen er enkele: de klant gedraagt zich alsof het product al van hem/haar is; een vraag naar leveringstermijn, manier van bezorging of leveringsvoorwaarden; een vraag naar garantie, de vraag of men het product enkele dagen op proef kan hebben; de vraag of men per se vandaag moet beslissen.


27

Engels maatsysteem http://nl.wikipedia.org/wiki/Brits-Amerikaans_maatsysteem

Vocabulary - shapes http://www.learnenglish.de/basics/shapes.html Vocabulary - colors http://www.learnenglish.de/basics/colours.html Storytelling https://www.besocialized.nl/blog/storytelling-campagnes-inspiratie/ 5 storytelling campagnes die inspireren. Marketing facts https://www.marketingfacts.nl/berichten/de-vijf-soorten-campagnes-die-zorgen-voor-meer-waardevolle-klanten PowerPoint and presentation tips http://www.englishclub.com/speaking/presentations.htm

http://nl.wikipedia.org/wiki/Brits-Amerikaans_maatsysteem

http://www.learnenglish.de/basics/shapes.html

http://www.learnenglish.de/basics/colours.html

https://www.besocialized.nl/blog/storytelling-campagnes-inspiratie/

https://www.marketingfacts.nl/berichten/de-vijf-soorten-campagnes-die-zorgen-voor-meer-waardevolle-klanten

https://www.marketingfacts.nl/berichten/de-vijf-soorten-campagnes-die-zorgen-voor-meer-waardevolle-klanten

http://www.englishclub.com/speaking/presentations.htm


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GRAMMAR

DE MEEST GEBRUIKTE ONREGELMATIGE WERKWOORDEN Hele werkwoord

Verleden tijd ev en meervoud (yesterday, a few years ago)

Voltooid deelwoord (since, already, for)

Gerund/ -ing vorm (ww als znw)

to be (I am, you are, he/she/ it is, we are, you are, they are)

I, you, he, she , it was /we, you, they were

has been/ have been being

to begin (I begin, he/she/it begins, we begin, you begin, they begin) to bite

began bit

has begun/ have begun has bitten/ have bitten

beginning biting

to become to bleed to blow

became bled blew

has become/ have become has bled/ have bled has blown/ have blown

becoming bleeding blowing

to break broke has broken/ have broken breaking to bring to build to burn

brought built burnt

has brought/ have brought has built/ have built has burnt/ have burnt

bringing building burning

to buy bought has bought/ have bought buying to catch to choose (I choose, he/she/it chooses, we choose, you choose, they choose)

caught chose

has caught/ have caught has chosen/ have chosen

catching choosing

to come

came

has come/have come

coming

to cost to do to dream

cost did dreamt

has cost/ have cost has done/ have done has dreamt/ have dreamt

costing doing dreaming

to drink drank has drunk/ have drunk drinking to drive drove has driven/ have driven driving to eat ate has eaten/ have eaten eating to fall fell has fallen/ have fallen falling to feel to fight to find to fly

felt fought found flew

has felt/ have felt has fought/ have fought has found/have found has flown/ have flown

feeling fighting finding flying


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to forget to freeze to get

forgot froze got

has/ have forgotten has frozen/ have frozen has got/ have got

forgetting freezing getting

to give gave has given/have given giving to go to grow to hang

went grew hung

has gone/have gone has grown/have grown has hung/ have hung

going growing hanging

to have he/she/it has

had has had/have had having

to hear

heard

has heard/have heard

hearing

to hold to hurt to keep

held hurt kept

has held/have held has hurt/ have hurt has kept/ have kept

holding hurting keeping

to know to lay

knew laid

has known/have known has laid/ have laid

knowing laying

to learn learnt has learnt/have learnt learning to leave to lend to let to lie to light to lose

Left lent let lay lit lost

has left/have left has lent/ have lent has let/ have let has lain/ have lain has lit/ have lit has lost/ have lost

Leaving lending letting lying lighting losing

to make to mean

made meant

has made/have made has meant/ have meant

making meaning

to meet met has met/have met meeting to pay paid has paid/have paid paying to put to read to rise to run

put read [red] rose ran

has put/ have put has read/have read has risen/ have risen has run/ have run

putting reading rising running

to say said [sed] has said/have said saying to see to seek to sell

saw sought sold

has seen/ have seen has sought/ have sought has sold/have sold

seeing seeking selling

to send to set to shake to shine to shoot

sent set shook shone shot

has sent/have sent has set/ have set has shaken/ have shaken has shone/ have shone has shot/ have shot

sending setting shaking shining shooting

to show to sing to sit to sleep

showed sang sat slept

has shown/have shown has sung/ have sung has sat/ have sat has slept/ have slept

showing singing sitting sleeping


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to speak to spend to stand to steal to strike

spoke spent stood stole struck

has spoken/have spoken has spent/ have spent has stood/ have stood has stolen/ have stolen has struck/ have struck

speaking spending standing stealing striking

to take to teach

took taught

has taken/have taken has taught/ have taught

taking teaching

to tell told has told/have told telling to think to win

thought won

has thought/have thought has won/ have won

thinking winning

to write wrote has written/have written writing

products & presentations

Documents