NURSEPRENEURSHIP

ENGLISH FOR NURSE BUSINESS PLAN

COMPILED BY;
FATHIMAH ISNINA, M. Hum

Paper for fulfill English Teaching and Learning process for

Nurse Department

UNIVERSITAS MUHAMMADIYAH KUDUS

 BAB 1

BUSINESS PLAN

Starting a business is one of the most exciting and rewarding experiences you can
have, but how does it begin? There are many different ways to approach starting
your own business, but it’s essential to consider your business idea, how much time
you have and the amount of money you want to put into it before making any
decisions. Starting your own business requires careful financial, legal and strategic
planning. We’ve compiled 8 easy steps that will help you start your business on the
right foot.

1. Business Vision
Business vision refers to the direction you want to see your business grow in the
long term. Answer these questions in your business plan:

 What kind of business do you want to have in the future?

 What are the goals of this business?
 What will success look like?

2. Action Plan
To support your business vision, you must have a powerful action plan.
This action plan will show all the steps your business will take in order to achieve its
main goals and become profitable.

3. Management Team
You will want to get your management team involved if possible.
Who is part of your management team? Your managers, senior staff and/or board of
directors are the people with the ideas and experience to contribute to your business
plan.

4. Target Market
A target is something you aim for. Your target market will include the people to whom
you are aiming to sell things, how you plan to market (sell, advertise) your products
and services to your target market.
5. Sales and Marketing Strategy
Think of this strategy as a master plan, a plan which combines all of your best,
brightest and most important ideas and shows how success will be achieved.

6. Research and Development (R&D)

If your company is going to grow, you need to conduct research and development
(R&D). You will eventually need to develop new products and research new ways to
improve existing products.
Your potential investors will be interested to know what research and development
efforts you have planned for your company and products, so that you can keep up
with time, trends and technology. Be sure to do a good job planning and writing
about this topic.

7. Human Resource Plan

A human resource plan will map out the manpower (staff) you plan to hire in the
future. Ask yourself:
 Who do you plan to hire?
 What will their roles be in the business?
 How can professionals with certain skills help your business grow in the
future?
Staffing: Definition, Meaning, and Functions

Staffing is the process of hiring eligible candidates in the organization or company for
specific positions. In management, the meaning of staffing is an operation of
recruiting the employees by evaluating their skills, knowledge and then offering them
specific job roles accordingly. Let us find out more about what is Staffing and what it
entails along with its functions and characteristics.
What is Staffing?
Staffing

Definition: Staffing can be defined as one of the most important functions of

management. It involves the process of filling the vacant position of the right
personnel at the right job, at right time. Hence, everything will occur in the right
manner.

It is a truth that human resource is one of the greatest for every organization
because in any organization all other resources like- money, material, machine etc.
can be utilized effectively and efficiently by the positive efforts of human resource.

Therefore it is very important that each and every person should get right position in
the organization so as to get the right job, according to their ability, talent, aptitude,
and specializations so that it will help the organization to achieve the pre-set goals in
the proper way by the 100% contribution of manpower. Thus it can be said that it is
staffing is an essential function of every business organization. From this, we can
understand what is Staffing?

Functions of Staffing
The first and foremost function of staffing is to obtain qualified personnel for different
jobs position in the organization.
In staffing, the right person is recruited for the right jobs, therefore it leads to
maximum productivity and higher performance.
It helps in promoting the optimum utilization of human resource through various
aspects.
Job satisfaction and morale of the workers increases through the recruitment of the
right person.
Staffing helps to ensure better utilization of human resources.
It ensures the continuity and growth of the organization, through development
managers.
Browse more Topics under Staffing
Staffing in HRM & Its Revolution
Staffing Process
Learn more about the Process of Staffing here.

Importance of Staffing
Efficient Performance of Other Functions
For the efficient performance of other functions of management, staffing is its key.
Since, if an organization does not have the competent personnel, then it cannot
perform the functions of management like planning, organizing and control functions
properly.

Effective Use of Technology and Other Resources

What is staffing and technology’s connection? Well, it is the human factor that is
instrumental in the effective utilization of the latest technology, capital, material, etc.
the management can ensure the right kinds of personnel by performing the staffing
function.

Optimum Utilization of Human Resources

The wage bill of big concerns is quite high. Also, a huge amount is spent on
recruitment, selection, training, and development of employees. To get the optimum
output, the staffing function should be performed in an efficient manner.

Development of Human Capital

Another function of staffing is concerned with human capital requirements. Since the
management is required to determine in advance the manpower requirements.
Therefore, it has also to train and develop the existing personnel for career
advancement. This will meet the requirements of the company in the future.
The Motivation of Human Resources
In an organization, the behaviour of individuals is influenced by various factors which
are involved such as education level, needs, socio-cultural factors, etc. Therefore,
the human aspects of the organization have become very important and so that the
workers can also be motivated by financial and non-financial incentives in order to
perform their functions properly in achieving the objectives.

Building Higher Morale

The right type of climate should be created for the workers to contribute to the
achievement of the organizational objectives. Therefore, by performing the staffing
function effectively and efficiently, the management is able to describe the
significance and importance which it attaches to the personnel working in the
enterprise.

Characteristics of Staffing
People-Centered
Staffing can broadly view as people-centered function and therefore it is relevant for
all types of organization. It is concerned with categories of personnel from top to
bottom of the organization.

Blue collar workers (i.e., those working on the machines and engaged in loading,
unloading etc.) and white collar workers (i.e., clerical employees).
Managerial and Non Managerial personal.
Professionals (eg.- Chartered Accountant, Company Secretary)
Responsibility of Manager
Staffing is the basic function of management which involves that the manager is
continuously engaged in performing the staffing function. They are actively
associated with the recruitment, selection, training, and appraisal of his
subordinates. Therefore the activities are performed by the chief executive,
departmental managers and foremen in relation to their subordinates.

Human Skills
Staffing function is mainly concerned with different types of training and development
of human resource and therefore the managers should use human relation skill in
providing guidance and training to the subordinates. If the staffing function is
performed properly, then the human relations in the organization will be cordial and
mutually performed in an organized manner.

Continuous Function
Staffing function is to be performed continuously which is equally important for a new
and well-established organization. Since in a newly established organization, there
has to be recruitment, selection, and training of personnel. As we compare that, the
organization which is already a running organization, then at that place every
manager is engaged in various staffing activities.
Therefore, he is responsible for managing all the workers in order to get work done
for the accomplishment of the overall objectives of an organization.

8. Financial Plan
The financial plan is the final and most important section of a business plan. It details
how you plan to achieve your business goals, generate revenue and make a profit.
The phrase “generate revenue” is a term used in business to mean “make money” or
“earn income.”

Forbes Frequently Asked Questions (FAQs)

How do I start a small business with no money?

There are several funding sources for brand new businesses, and most require a
business plan to secure it. These include the Small Business Administration, private
grants, angel investors, crowdfunding and venture capital.

Do I have to sell a physical product?

Your small business doesn’t have to sell physical products. Instead, you can sell a
service or digital goods.

What is the easiest business to start?

There are no shortcuts to owning a successful business, and you’ll need a great deal
of effort and strategy to execute any new venture. However, it’s worth noting that
service businesses such as cleaning or freelance design work can be started with
minimal upfront investment outside of a few essentials.

What is the best business structure?

The best business structure for your business will entirely depend on what kind of
company you form, your industry and what you want to accomplish. But any
successful business structure will be one that will help your company set realistic
goals and follow through on set tasks.

When is the best time to start a business?

The best time to start a business is when you have a solid business plan, secured
enough capital, and done all the proper steps to get everything you need before you
launch your company. And if your business depends on a particular season or
holiday, you should consider that as well.
SO, YOU NEED...

SWOT analysis (or SWOT matrix) is a strategic planning and strategic

management technique used to help a person or organization identify Strengths,
Weaknesses, Opportunities, and Threats related to business competition or project
planning. It is sometimes called situational assessment or situational analysis.
This technique is designed for use in the preliminary stages of decision-
making processes and can be used as a tool for evaluation of the strategic position
of organizations of many kinds (for-profit enterprises, local and national
governments, NGOs, etc.).
It is intended to identify the internal and external factors that are favorable and
unfavorable to achieving the objectives of the venture or project. Users of a SWOT
analysis often ask and answer questions to generate meaningful information for each
category to make the tool useful and identify their competitive advantage. SWOT has
been described as a tried-and-true tool of strategic analysis.
Now that we know the basics for the SWOT analysis, we should follow the 4
steps to create a successful and specifically applicable SWOT analysis. Of course, it
is especially important to develop concrete measures in the 4th step.

Step 1: Analyze trends, industry, customers & competitors

No matter if the SWOT is done for a start-up, corporate strategy or just a project. It is
important to inform yourself exactly in which environment you are acting. Especially
trends in the industry, technologies and other topics should be analyzed.
It is also advisable to talk specifically with customers, to interview suppliers or to
analyze the competition in detail, so that you get a comprehensive picture.

Important subtopics are:

 Major trends – demographic change, consumption, economic development,
technological developments, etc.
  Competitors – distribution of companies in the market, relative
strength/position in the market, competing products, etc.
 Customers/consumers – customer expectations, customer needs, etc.
 Market – development of the market, market-specific factors, laws,
regulations, etc.

Step 2: Identify strengths & weaknesses

With the gained knowledge you should fill in a SWOT template (download SWOT
template). You should pay attention to the right number of points. Too few is bad,
because you don’t get a feeling and too detailed can quickly become too complex or
complicated.
To simplify it, you should also think about core questions. These should ask the most
important topics and also identify the strengths/weaknesses there. Since every
business, every SWOT and every industry is different, the core competencies should
also be different.

Typical core competencies for questioning in a SWOT analysis:

 Brand / Image
 Corporate Governance
 Team & Employees
 Experience / Management experience
 Qualifications
 Products / Services
 Design
 Quality
 Service
 Processes & Organization
 Location
 Logistics
 Capital / Financing
 KPIs (e.g. margins)

Example of a key question to be formulated:

Logistics – Can we deliver cost-effectively, quickly and reliably?
Based on this question, strengths or weaknesses can then be determined in
comparison to the competition. These sub-areas thus help to quickly provide an
overview and to work through the most important sub-areas.

Step 3: Derive opportunities and risks

In the external analysis, you should also prioritize specifically. Of course, there are
hundreds of factors that can cause success or failure, but you should focus on the
10-15 most important aspects and write them down.
The 3-4 most important opportunities and the 3-4 most important risks can also be
assigned to your own strengths and weaknesses. This also helps to cushion
potential risks but also to use possible opportunities.

Step 4: Develop measures

After listing the most important weaknesses, strengths, opportunities and risks, one
should get a relatively good picture of which internal and external factors affect the
project or company. This should possibly be recorded in a so-called executive
summary – a short summary of the most important opportunities, risks and how one
wants to use one’s own strengths or compensate for one’s own weaknesses.
Concrete measures should then be derived from the opportunities and risks, which
should also be incorporated into the strategy and reflected accordingly in the budget.

Step 5: Adapt and update

A SWOT analysis is always only a snapshot and must be constantly adapted.
Especially in fast changing industries it is necessary to update the analysis more
often.
Especially in the case of opportunities and risks, it is also advisable to operate an
active risk management and to track changes more closely.

BAB 2

PURCHASING POWER AND CONSUMENT SATISFACTION

Repurchase intention is an interest in buying based on the buying experience that

has been done in the past. High repurchase intention reflects a high level of
satisfaction from consumers when deciding to adopt a product. The decision to adopt
or reject a product arises after a consumer tries a product and then he likes or
dislikes the product. The high interest in repurchasing will positively impact the
success of the product in the market (Sartika, 2017).

The Effect of Product on Consumer Trust and Satisfaction

The product is an element of the marketing mix. Products sold to consumers must be
of high quality to satisfy and trust the seller. For example, online purchases. Buyers
cannot see and feel the products being sold firsthand, and they only see pictures and
brief descriptions of these products. It is different with offline purchasing. Consumers
can compare on goods with another. For online purchasing, Consumers can
compare products sold among options when making online purchases, and they can
even compare sellers from ratings and comments on ecommerce.

The Effect of Price on Consumer Trust and Satisfaction.

Price is an important component in attracting consumer interest. Consumers tend to
look for cheap product prices. The price of a product is often used to differentiate
product quality. Products that have better quality tend to have a higher price.
Premium brands promise high-quality products and provide a positive image for their
users. Consumers who get benefits according to the price to be paid will be satisfied
with the product (Su and Huang, 2011).

The Effect of Promotion on Consumer Trust and Satisfaction.

Promotion is an important marketing tool for stimulating purchases quickly and
widely over some time (Kotler, 1999). Sales promotion can increase brand
preference (DelVecchio et al., 2006). Consumers can recognize a product from the
promotion carried out by the company. Promotions carried out by companies are
usually persuasive invitations and positive images for the product. Products that are
widely known to the public can attract consumers to buy these products. Promotions
received by consumers show that they trust the information on the product being
sold. Information received will be proven by making a purchase. If the thing
consumer feel when receive the product is following what is being promoted, the
consumer will be satisfied.

The Effect of Place on Consumer Trust and Satisfaction.

Place or distribution in the marketing mix shows the distribution of products from
sellers to consumers. The seller must meet the demands of all buyers scattered in
various regions.

The Effect of Trust on Consumer Satisfaction

Anderson and Narus (1990) suggest that trust is a driver of satisfaction. Consumers
who trust the seller will accept the risks that may occur in the transaction and tend to
be satisfied with the results received. Yoon (2002), Ribbink et al. (2004), and Horppu
et al. (2008) indicated that there was a positive relationship between satisfaction and
trust.

The Effect of Trust and Consumer Satisfaction

On Repurchase Intention Sellers and consumers must build a relationship of mutual
trust and satisfaction. Business players must try to gain consumer trust so that
consumers are willing to make purchases online. If that trust increases, consumers
will not hesitate to make repeat purchases. Likewise, consumers who are satisfied
with the purchases that have been made tend to make repeat purchases.
Band (1991) says that consumer satisfaction is a level where consumer needs,
wants, and expectations can be fulfilled or exceeded through a transaction that will
result in repeat purchases or continued loyalty.

Customer satisfaction informs you about customer happiness. It tells how your
customers are satisfied with your products, services, and capabilities. Along with
product reviews and ratings, customer satisfaction helps you improve your services,
develop your products, and make the overall experience with your site more user-
friendly.

BAB 3

HOW TO TALK WITH CUSTOMER

How to Talk with Customers in English:
Tips, Tricks and Essential Vocab
The key to a successful conversation lies in clear and direct communication. Here
are some essential tips and expressions for speaking successfully with any
customer.

1. Greet Customers Appropriately

Greeting someone is pretty easy if you know how to do it right. The goal is to be
polite and professional, not overly friendly. Maintain a distance, because if you
appear too eager or too excited, the customer is likely to be put off.
Essential vocabulary:
Hi
Hello
Welcome to [store name].
Good morning/evening
How may I help you?
Can I help you find something? (typically used in retail shops)
Sample sentences:
Hello, how may I help you?
Good morning, sir/ma’am. Can I help you find something today?
2. Casually Introduce Yourself and the Company

The same rules apply if it’s a telemarketing call or a new client. Speak clearly, at a
moderate pace and never try to rush the conversation.
Essential vocabulary:
Hello, my name is [first name] [last name].
recently launched (referring to a product that’s new on the market)
new range of products/services (referring to a group or series of related products)
may be of use
may interest you
may benefit
Would you be interested?
discount
cheaper pricing
save money
Sample sentence:
Hello, my name is Rishav Patel from Malcolm Services. We’ve recently launched a
new range of products which may be of interest to you. Would you be interested in
learning about them?

3. Understand and Respond to the Client’s Needs

Every customer has a particular need and your job is to find out what that is.
Sometimes a customer’s need is very specific and they’ll be upfront about it. But the
majority have only a vague idea of what they want.
You must talk to them to find out what would be the best product/service for them.
And if you’re selling something that’s expensive, you must also convince them that
your product/service is worth the price.
The easiest and the best way to do this is to observe before talking.
When a customer enters a store, after greeting them, watch them look around for a
bit. You’ll notice that they may keep coming back to one product, or they may
compare one product to another. That’s when you know that they’re pretty certain
about what they want, and now you just have to convince them that they really
need it.
For instance, a woman may enter a mobile phone store and focus on Samsung
smartphones. By observing her, you already know she prefers Androids to Apple
products and you have a general idea of her budget.
Now, you can ask her what kind of features she expects in her new phone, and
suggest accordingly. Also feel free to ask specific questions.

Essential vocabulary:
check out this [product/service] (when you want to introduce a product/service to a
customer)
This product would be a good fit…
Innovative features/new features/exciting features
Have you used this or something similar?
What do you think? (engage with the customer; get their opinion on the
product/service)
price range
value
bargain
Sample sentence:
You may be interested in an Acme laptop. It would be a good fit for your needs.
You’ll see that the price range is very affordable, and we’re currently offering a
discount as well, which makes this laptop a great bargain.
In fact, if there’s a discount/sale involved, don’t try to lure in your customer with that,
but save it for last, like a prize. And make sure you adequately pause between
sentences, so that your customer can speak as well.

4. Successfully Negotiate with a Customer About Pricing

Sometimes, a customer may actually be interested in buying a product, but might be
held back due to the price.
In such a case, your first priority is to emphasize the features of the product and
prove that it’s worth the price. You can do this by comparing it to other models and
explaining why the others will fail to fulfill the customer’s needs.

If the cost is the only issue, you can highlight different payment options. These may
include discounts, payment installments or even refund options, if necessary—we’ll
provide and explain vocabulary for this below. You can also add some urgency by
saying the product is in great demand and therefore is in short supply.
If you feel the product is genuinely unaffordable for the customer, then you can
suggest a similar product that has a lower price. Ideally, the customer will leave the
shop with a lighter wallet, but also feeling uplifted and glad about the purchase.
Essential vocabulary:
great find (let the customer know a deal like this is rare)
limited supply
may be out of stock soon
cheap for its price and features
alternative payment options
pay in installments (where the customer can pay for a product in small amounts over
a period of time)
discount available
money back guarantee (where buyers can return the product if they’re not satisfied
with it, and get a refund, within a certain time period.)
cash refund
Sample sentences:
Yes, it does appear expensive, but you if look at all the features it comes with, it’s
actually a bargain. Since this product is in limited supply, it’s a great find.
If you don’t wish to pay the whole sum right now, you can look at our alternative
payment options such as paying in installments.

5. Deal with a Rude Customer Without Being Rude Yourself

Sometimes, the customer may become rude and verbally lash out at you. Maybe
he/she is in a bad mood and has decided to take it out on you. At such times, it’s
important to learn from the situation and not take personal offense.
Your job is to placate (soothe/appease) the customer by apologizing as politely as
you can. The expressions below will help you do that.
(However, if the customer becomes violent or starts using offensive language,
promptly call management or security.)
Essential vocabulary:
We’re very sorry if our product failed to meet your expectations…
I would like to personally apologize…
I understand that you feel upset…
We’re very sorry for any inconvenience.
I can remedy the situation by… (if you have something you can offer the customer as
a solution/fix)
I am sure we can reach a solution
Sample sentences:
We’re very sorry if our product failed to meet your expectations. However, I can
remedy the situation by offering you a free exchange for another product.
I understand that you feel upset, and I would like to personally apologize for any
inconvenience. If you’d be so kind as to answer a few questions, I am sure we can
reach a solution to this issue.
6. Conclude a Conversation by Sealing the Deal
Once the customer has made up his/her mind, you can steer the conversation to
payment and close the deal on a positive note.
But leave a small opening for the future, too!
Essential vocabulary:
Thank you so much for shopping with us.
We hope you enjoyed shopping with us.
We hope you’ll visit us again.
Looking forward to seeing you again.
Feel free to call us anytime if you have any questions.
If a friend/family member needs something similar, we’d be happy to help.
Sample sentences:
Thank you so much for shopping with us. We look forward to seeing you again!
We hope you enjoyed shopping with us. Please feel free to call us anytime if you
have questions about your new [product].

The secret to a successful conversation lies in balancing empathy and

professionalism. In the course of the conversation, you have to play several roles. At
first, you must be a polite stranger, ready to help out. Once you’ve established a
rapport, figure out the best product to suit the client’s needs. As soon as the decision
is made, carefully guide the conversation to the payment options and finally close the
deal on an optimistic note with the promise of a future visit soon.