ENGLISH FOR BUSINESS ADMINISTRATION

PART 1: Make a list of 20 Words followed by Definitions and Examples in English taken from The Business 2.0PreIntermediate (2014) (Unit 2Customer Satisfaction, Unit 3Products and Process). Lead Prospect: Consumer Customer Repeat business Customer support Priority Satisfaction Emotion: Determination 1.2. Unit 3Products and Process 1. Supply chain 2. Logistics 3. Supply chain management: Quantity: Documentation Partner: Assemble Packaging: Out of stock: Credit: . PART 2: Write a paragraph to talk about your experiences of good or bad customer service.

NGÂN HÀNG NHÀ NƯỚC VIỆT NAM BỘ GIÁO DỤC VÀ ĐÀO TẠO

TRƯỜNG ĐẠI HỌC NGÂN HÀNG TP HỒ CHÍ MINH

-

TIỂU LUẬN MÔN HỌC ENGLISH FOR BUSINESS ADMINISTRATION

Họ và tên :

Table of Contents

PART 1: Make a list of 20 Words followed by Definitions and Examples in English

taken from The Business 2.0-Pre-Intermediate (2014) (Unit 2-Customer Satisfaction,

Unit 3-Products and Process) 1

1.1 Unit 2-Customer Satisfaction 1 1.2 Unit 3-Products and Process 3

PART 2: Write a paragraph to talk about your experiences of good or bad customer service 5 ACKNOWLEDGEMENT 6 REFERENCE LIST I

PART 1: Make a list of 20 Words followed by Definitions and Examples in

English taken from The Business 2.0-Pre-Intermediate (2014) (Unit 2-Customer

Satisfaction, Unit 3-Products and Process)

1.1 Unit 2-Customer Satisfaction

1 Lead: This person is a possible future customer The chances of this are low, but the

company still contacts them

Ex: A typical company needs to contact a thousand leads to find just ten new 15

customers

2 Prospect: This person is a possible future customer The chances of this are high, and the company may already be in contact with them

Ex: Sales do all the hard work: they answer the prospect’s enquiry, mail information, call the prospect back and arrange a sales visit

3 Consumer: This person goes into a store and buys something They are the end user Ex: The supply chain process is the process that involves moving goods from the

manufacturer to the retailer and finally to the consumers

4 Customer: This person buys something at any point in the chain They may be a

manufacturer buying from a supplier, a distributor buying from a manufacturer or the end user buying from a store

Ex: Providing products at the right price means making product availability correspond with customer demand

5 Repeat business: the fact that a customer returns to buy more products or services

from the same company

Ex: Long-term customer partnerships allow companies to get repeat business and build

6 Customer support: help and advice that a company makes available to customers

when they have bought something

Ex: When I buy a book at the store, the staff support and answer detailed questions about the product

7 Priority: something that you do or deal with first because it is more important or

urgent than other things

Ex: Give customers what they want, when they want it: the right product, in the right place, at the right time and, of course, at the right price Make the customer's priority your priority, especially when there's a problem!

8 Satisfaction: the good feeling that you have when you have achieved something or

when something that you wanted to happen does happen; something that gives you this feeling

Ex: Every contact must contribute to customer satisfaction if a company wants to build

a long-term relationship and get repeat business

9 Emotion: the feelings that someone has about a product or service that can influence

their decision whether to buy it or not

Ex: The decision was based on emotion rather than rational thought When customers have sad feelings, they will lose interest and depressed mood when buying

10 Determination: the ability to continue trying to do something, although it is very

difficult

Ex: Show customers that you feel like they feel, especially about problems If they are disappointed or angry, show the same level of emotion in your determination to solve the problem

1.2 Unit 3-Products and Process

1 Supply chain: the system of people and organizations that are involved in getting a

product from the place where it is made to customers

Ex: Sharing information between partners in the supply chain can help bring benefits to suppliers, manufacturers, and customers

2 Logistics: the process of planning and organizing to make sure that resources are in

the places where they are needed, so that an activity or process happens effectively Ex: Amazon has become famous for its logistics strategy, which is made possible by the company’s global network of distribution, sortation and fulfillment centers Amazon’s same-day and next-day delivery model rests on a complex logistics framework Products are delivered to the company’s fulfillment centers before being moved to sortation centers

3 Supply chain management: the activity of being in charge of and controlling the

process of getting a product from the place where it is made to customers

Ex: Vinamilk's tight supply chain management strategy ensures an abundant supply of pure fresh milk products to millions of Vietnamese families

4 Quantity: an amount or number of something, especially one that can be measured,

the number of products customers want

Ex: Knowing the exact quantity and meeting the demand is the key point for a manufacturer in keeping the reputation and avoiding losing money

5 Documentation: the documents that are required for something, or that give

evidence or proof of something

Ex: I couldn't enter the country because I didn't have all the necessary documentation

6 Partner: a person or organization you are closely involved with in some way, a

7 Assemble: to come together as a group, to bring people or things together as a group

To make something by joining separate parts together

Ex: In the workshop, robots assemble the rubber balls and plastic covers and paint them different colors

8 Packaging: material used for wrapping or covering goods to protect them in shops

Ex: Attractive packaging can help to sell products To ensure consistency and identity, all Apple products use a combination of the colors black, white, and grey on their packaging, as well as the company's iconic logo

9 Out of stock: products are not available to buy in a store because they have all been

sold

Ex: Sometimes when sellers can’t accept an order because the goods required are out

of stock or the price and the specifications have been changed

10 Credit: a method of paying for goods or services at a later time, usually paying

interest as well as the original amount

Ex: You can borrow up to a maximum amount, similar to a credit card limit, but you are required to pay the funds borrowed in full at the end of each period An example of this would be a cellphone bill — you can make phone calls, send text messages, and use data each month, and at the end of the month, you are required to pay for the services you used (including any additional usage fees)

PART 2: Write a paragraph to talk about your experiences of good or bad

customer service

Customer service is the key to the success or failure of a business "The Gioi Di Dong" is one of the companies that have effective customer care with great professionalism I want to tell you about my experience with buying a telephone in The Gioi Di Dong store Firstly, when I arrived at the store, the security guard arranged the motorbike in the parking space for me I entered the store, the staff opened the door and bowed to me Secondly, The staff advised me on suitable phone models through a few questions about my requirements, and the staff let me try them out with a pleasant attitude I feel very comfortable discussing problems with them without feeling embarrassed by bothering them too much I finally found the right phone for me The checkout process was very fast, I didn't have to wait long I even got a discount because they had a student support program and I was given extra accessories and vouchers for

my next purchase When I left, they also treated me with the same courtesy and respect

as when entering the store I feel that shopping at The Gioi Di Dong gives me a lot of interesting experiences and am satisfied with the way the staff treats customers

ACKNOWLEDGEMENT

During the process of researching and completing the thesis topic, I received the enthusiastic guidance of Ms Nguyen Thi Thanh Truc With a sincere heart, I would like

to send my regards and thank you so much for directing me to complete this thesis In the process of studying and learning English for majors in general and essay topics in particular, you have brought me basic premises and knowledge to approach the problem That's why I had finished my essay better Perhaps, knowledge is limitless, but each person's knowledge acquisition always has certain limitations Therefore, in the process

of completing the essay, it is inevitable that errors will be made I hope to receive suggestions from the teacher to improve the essay

Finally, I would like to wish you health, success and happiness

REFERENCE LIST Vietnamese References

1 Thông tin về Thegioididong.com (2010, 10 22) Được truy lục từ Thế giới di động:

https://www.thegioididong.com/tin-tuc/thong-tin-ve-thegioididongcom-23318

English References

1 The Business 2.0-Pre-Intermediate (2014).