大学商务英语Unit 2 Selling online

1、Unit 2 Selling onlineQuotationBad ideas dont get better online.-IBM advertisement OverviewVocabulary(Online Shopping)Starting up(online shopping)Skills (reaching agreements)Listening(online selling vs. high street selling)Language Review(must, need to,Have to, should)Reading(Virtual PocketMoney)Case

2、 Study(negotiate & e-mail)Starting upADo you enjoy shopping? Do you shop online?BWhich of the following goods do you think are suitable to be bought online?The Internet is an exciting tool that puts vast information at your fingertips. With a click of a mouse, it lets you buy an airline ticket,

3、book a hotel, send flowers to a friend, or purchase your favorite stock.Good deals, convenience and choices abound on the Internet. But before you use all the Internet has to offer, be cyber smart and make your online experience safe.OnlineshoppingtipsKnow who youre dealing with. Anyone can set up s

4、hop online under almost any name. Confirm the online sellers physical address and phone number in case you have questions or problems. If you get an email or pop-up message while youre browsing that asks for financial information, dont reply or click on the link in the message. Legitimate companies

5、dont ask for this information via email. Know exactly what youre buying. Read the sellers description of the product closely, especially the fine print. Words like “refurbished,” “vintage,” or “close-out” may indicate that the product is in less-than-mint condition, while name-brand items with “too

6、good to be true” prices could be counterfeits. Know what it will cost. Check out websites that offer price comparisons and then, compare “apples to apples.” Factor shipping and handling along with your needs and budget into the total cost of the order. Do not send cash under any circumstances. Check

7、 out the terms of the deal, like refund policies and delivery dates. Can you return the item for a full refund if youre not satisfied? If you return it, find out who pays the shipping costs or restocking fees, and when you will receive your order. Sellers are required to ship items as promised or wi

8、thin 30 days after the order date if no specific date is promised. Keep a paper trail. Print and save records of your online transactions, including the product description and price, the online receipt, and copies of every email you send or receive from the seller. Read your credit card statements

9、as you receive them and be on the lookout for unauthorized charges. OnlineshoppingtipsOnline shopping websitesCWhy do some people prefer not to buy goods and services online?You may find that goods are not suitable when they arrive or get things you did not order.You may have security problems with

10、using credit cards and find yourself paying for things you did not buy.You may enjoy shopping in real shops. You may like the feeling of walking in the supermarket with a shopping cart.Starting upVocabularyShopping OnlineA Choose the correct word to complete each sentence.We offer a _ to customers w

11、ho buy in bulk.We ask customers who are not fully satisfied to _ goods within seven days.3. In order to get a full _, customers must send back goods in the original packaging.4. Goods will be _ within 24 hours of your order.5. Goods are kept in our _ until ready for delivery.6. Products and services

12、 offered at a large discount are generally a(n) _.discountreturnrefunddespatchedwarehousebargainBcredit cardcooling offmoney backmethod ofinterest-freeout ofafter salesguaranteestockperiodcreditdetailsservicepayment1 the time when you can change your mind and cancel an order2 the name, number and ex

13、piry date on your credit card3 the way you choose to buy the goods you want4 when you can pay some time after you buy, but at no extra cost5 when the goods you require are not available6 a promise to give your money back if you are not happy7 the help you get from a company when you start to use the

14、ir productVocabularyShopping OnlineMake phrases that match definitions 1 7.ListeningSelling onlineWhat does a successful online business need to do in order to achieve lots of sales and do a fantastic job for customers so that they tell each other and keep coming back?Website:Prices:Delivery service

15、:Customer service:should be easy and quick to use and provide lots of information about productsshould be low and good because customers want value for moneyshould be fast and reliablewhen things go wrong, its important to have an excellent customer service team to deal with enquiries on the phone o

16、r by e-mail2.1 You set up the online book-selling company which became Amazon.co.uk. What do you need to create a successful online business? SM: Well, theres really, erm, two big questions here, and it relates to sales and to profits. So, if I deal with the sales first, to be a successful online bu

17、siness you really need to,er, achieve lots of sales and for that theres many things you need to get right. Its all driven by doing a fantastic job for customers so that they tell each other and keep coming back. Er, and thats driven first, you must have a good website, and the website needs to be ea

18、sy and quick to use. Er, it needs to provide lots of information about the items that youre buying. And, er, the prices on there need to be,you know, low prices, good prices. And then, once somebodys ordered something from your website, er, you need to provide a fast delivery service which is reliab

19、le. And then, if anything should go wrong, er, its important that you have an excellent customer service team dealing with enquiries on the phone or by e-mail. So that tends to drive the sales side of the equation.ListeningSelling onlineAListen to the first part of the interview and complete the ext

20、racts below.Before orderingFirst, you must have a _ and the website needs to be _ and _ to use. It needs to provide_ about the items that youre buying. And the prices on there need to be, you know _, good prices.After orderingAnd then, once somebodys ordered something from your website, you need to

21、provide a fast _ which is reliable. And then, if anything should go wrong, its important that you have an excellent _ team dealing with enquiries on the phone or by e-mail.good websitequickeasylots of informationlow pricesdelivery servicecustomer service2.2 SM: The other key thing for being a succes

22、sful online retailer is that, in the long term, you must make profits. There have been a number of high profile companies that have built a great service but then never made profits and eventually run out of cash. A good example of that is e-toys, which had a great service for selling toys online in

23、 America and in Europe, and eventually they ran out of money and had to go into liquidation, erm, and really as long as you get those two sides right you can build a successful online business.2.3 And, what would you say the key differences between online selling and high street retailing? SM: Erm,

24、lots of people have pointed out the parallels between the two, but I suppose the key difference is when youre selling online, its much more like a mail order company rather than a retailer. Er, you have to have warehouses with all goods, and then you have to send those out in the post or by delivery

25、, erm, couriers and the difference when youre a retailer on the high street is that its much more about having the right location and when people come into your shop, presenting the items in an attractive way that gets them to buy.BListen to the second part of the interview and answer the questions.

26、ListeningSelling online1. What was good about e-toys?They had a great service for selling toys online in A & E.2. What problems did e-toys have?They ran out of money and had to go into liquidation.CListen to the last part of the interview and decide which of the statements are true.Selling onlin

27、e is similar to selling by mail order in many ways.Warehouses are not essential when selling online.Location is more important for online selling than for high street retailing.4. High street retailers need to present goods attractively to get people to buy.truetruefalsefalseDifferences Shop assista

28、nt Telesales operatorDelivery serviceshop dcor & layoutWebsite designSimilaritiesQuality & reliabilityPrices Customer satisfactionDifferences & Similarities between online and shop sellingReadingVirtual Pocket MoneyWhat does the topic “the arrival of virtual pocket money” tell you about

29、the passage?The passage should be about how teenagers can spend their pocket money on the Internet.Who are the target customers of those Internet retailers? Why? Teenagers. They like using the Internet. They spend more money online than adults. The things they want to buy are easily sold on the Web.

30、What problems do teenagers have buying things online?Buying things on the Internet requires credit cards, but teenagers are too young to own credit cards and they need a facility that allows them to spend money online.Are the businessmen in UK & US trying to take pocket money into cyberspace? If

31、 successful, what effect can they have on online sales?Businessmen in both UK & US are trying new ways to take pocket money into cyberspace. If successful, they can greatly increase online sales.Read paragraphs 1 - 3 & answer the questionsDo teenagers in the UK & US spend a lot of money

32、online?$153bn in US, 20bn in UK. 12.5% of teenagers with internet access have bought online. 16% of US teenagers using the Internet buy things online.Who are paying for those online purchases? Are teenagers satisfied with the arrangement?Parents are paying for the purchases with credit cards, but te

33、enagers are not satisfied with this because they can not spend the money freely.What facilities mentioned in the passage can currently help teenagers convert their pocket money into cyber cash?They can do it through pre-paid cards such as InternetCash in the US and Smart Cards in the UK.ReadingVirtu

34、al Pocket MoneyRead the rest of the passage and answer the questionsADiscuss these questions.1. What do you think teenagers like to buy online?Possible items may include books, software, games, clothing, sports goods, CDs, concert tickets 2. What problems do you think teenagers have buying online?Th

35、e main problem is how teenagers can pay independentlyof their parents, as most websites require the use of credit cards.CWhich of the following statements are true?Adults spend a greater proportion of their money online than teenagers.2. Most teenagers pay for goods online with their own credit card

36、s.3. More than 66% of teenagers in the US and UK have Internet access.4. Most teenagers in the US and UK have bought something online.5. Children find it easier to persuade parents to buy in a shop than online.falsefalsefalsetruetrueExerciseRead the passage again and do the following exercisesDWhat

37、do these words in the article refer to?1. teenagers2. A new payment method for teenagers to buy online3. A facility that allows teenagers to buy online4. The purchases made online by teenagers5. parents6. teenagersEDo the following words have a positive or negative meaning?Tricky 4 unsatisfactory Fr

38、ustrated 5 productiveSuccessful -+positive + negative -Exercise1. must (obligatory); need to (necessary); have/has to (compulsory)We must work hard and make good use of our time in the university.We must finish the work by Friday. This is the deadline.We need to consult the line manager if we want t

39、o go on holiday.You need to offer good prices if you want to sell your products online.Its too late. Im afraid I have to leave now.You have to get up early if you work as a London Tube driver.2. should (give advice; say what is right)When you receive e-mails from friends, you should reply.We should

40、help each other and care for other people.We shouldnt be rude and impolite to others.3. dont have to; dont need to (lack of obligation/necessity)You dont need to come to the office today. Its Sunday the weekend!You dont need to pay cash all the time. You can use your credit card.You dont have to do

41、it only for me.LanguagereviewModal 2: must, need to, have to shouldARead these rules of an online book club. Then answer the questions.- You must be 18 or over.- You shouldnt give your password to anyone.- You dont have to buy every month.- You dont have to buy our recommendations.- You need to buy

42、ten books per year.- You dont have to pay after each purchase.- You must pay within three months.Can you join if you are 17?Can you give your password to a friend if you want to?Is it necessary to buy a book every month?Is it necessary to buy the recommendations?Can you buy only five books per year?

43、Is it necessary to pay after each purchase?Is it necessary to pay within three months?No, you cant.NoNo, you dont have toNoNo, you have to buy 10.No, you dont have toYes, you must.LanguagereviewModal 2: must, need to, have to shouldBComplete sentences 1 to 8 with suitable endings a) to h).1. Its get

44、ting late2. I can work from home3. Ive been transferred to Madrid4. This deal is too important to lose5. We lost our database once before6. Im afraid this report is urgent7. I think were all in agreement8. Weve still got plenty of stock in the warehouseso we dont need to order any more yet.b) so we

45、must not make a mistake.c) so you must not forget to back up the files.d) so youll have to stay and finish it.e) so I have to learn some Spanish.f) so we have to go.g) so I dont have to go into the office much.h) so we dont need to discuss it any further.LanguagereviewModal 2: must, need to, have to

46、 shouldSkillsNegotiating: reaching agreementYou do not get what you deserve. You get what you negotiate.AAgree on 5 most important negotiating tips.Negotiating tips- be friendly- have clear aims- tell the other side what you want- listen carefully- pay attention to the other sides body language- don

47、t change your plan during the meeting- never be the first to make an offer- be strong and try to win- prepare carefully before you negotiate- ask a lot of questions- have a lot of options- summarize often the points you agree on- change your strategy during the negotiation, if necessary- never show

48、any emotionNegotiating pointWhat Michelle wantsWhat the designer wantsWhat they agreeSchedule for setting up the websiteTwo monthsPayment termsFixed amount: $6,000Website designTwo covers per pageOne month, by the end of JulyOne month, fewer pages$50 an hour$6,000 (half in advance)A large numberof b

49、ook covers on every pageOne big imageBListen and complete the chart.M: Lets talk about the time for setting up the website. We want it in a months time. Thats the end of July.D: Its a bit early. I was hoping to have two months to do the job. If I finish in one month, _ to reduce the number of pages?

50、M: Yes, thats no problem. Just do the best you can. Our _ is to have the website up and running as soon as possible.D: OK then, _.CListen and complete the missing wordsPart 1will you agreepriorityagreedPart 2M: Now about payment. You want to charge us $50 an hour. That works out at $400 a day, I bel

51、ieve.D: Yes, thats the _ for the job.M: Well, _ to pay you a fixed amount for the work. We can _ you $6,000.D: I see. Do you _ ask you why you want to pay that way?M: Well, you see, that way we can control the cost of the project. If we pay you per hour, the cost could become high. It could get out

52、of control. This way, we know where we stand.D: I see. $6,000. Mmm, that could be all right, I suppose _ I get some money in advance. _ paying me half when I start the work and half at the end?M: Yes, I think we could arrange that. OK. I _ that.normal feewed preferoffermind if I as long asHow abouta

53、gree to2.6 D: Now, the design of the website. Will we have book covers on it? M: Absolutely. Id like to display a large number of book covers on each page. Theyd really attract peoples attention. What do you think? D: Its a bit too much, Id say. A lot of pictures take too long to download. Id prefer

54、 one big image. How about that? M: Mmm, I dont know. People like to see the book covers. It draws them into the website, believe me. D: Maybe you are right. How about two covers per page, then? M: Ok, that sounds reasonable. Now, what else do we need to discuss before you get started?SkillsNegotiati

55、ng: reaching agreementERole play the following situationWebsite maintenance contractA representative of a website maintenance company meets a company manager to negotiate a maintenance contract. You need to reach agreements on:- Length of the contract- Frequency of the website tests- Response time for emergenciesWebsite representative: turn to page 136Company manager: