Building Relationship Unit 10

Unit 10
Building Relationships
A. Answer these questions?

1) What are the most important relationships for you ?
The most important relationships for me its having positive relationships like be a
good listener, Socialise outside the office, tackle conflict, and many more
2) What benefits do you get from each relationship?
The benefits of course we have a good communication each other and also improve
our company to better way, and the last its we can solve any problems if we have a
good workplace relationship.
B. Ask each other the questions in the quiz. Then to find out how good you are at
building relationships.
1) You are in a room with a group of people who don't know each other. Do you:
a) introduce yourself?
b) introduce a topic of conversation?
c) wait for someone to say something? (This)
2) Do you prefer:
a) to socialise with colleagues only if you have to (This)

b) to socialise often with colleagues?
c) not to socialise with colleagues?
3) When you are introduced to people, do you remember their:
a) name?
b) face? (This)
c) clothes?
4) Do you like to have conversations with:

a) people who share your interests?
b) almost anyone? (This)
c) people who are your social equals?
C. Complete the table below with these verbs, which are often used with the word
relations.
break off build up cement cloud
cut off develop disrupt encourage
establish impair improve jeopardise
maintain promote restore resume
sever sour strengthen spoil
Teaching Material for PIWAR Students 2021. References : Market Leader ; Bill Mascull
Positve Meanings Negative Meanings
Develop relations Cut off relations
Establish Relations Impair relations
Maintain relation Sever relations
Promote relation Sour relations
Cement relations Cloud relations
Encourage relations Disrupt relations
Improve relations Jeopardise relations
Restore relations Spoil relations
Strengthen relations
Resume Relations
D. Choose the correct verb in each sentence.

1. Sales staff who are impolite to customers disrupt / damage the reputation of a
company.
2. We are planning to promote / establish branch offices in Spain next year.
3. By merging with a US company, we greatly strengthened /maintained our sales
force.
4. Relations with customers have been fostered / undermined recently by poor a after-
sales service.
5. Thanks to a new communications system, we are souring /improving relations with
suppliers.
6. A strike at our factory last year resumed / disrupted production for several weeks.
7. We could not agree on several points, so we broke off /cut off talks regarding a
joint venture.
8. The success of our new product launch was cemented /jeopardised by an
unimaginative advertising campaign.
9. In order to gain market share in China, we are building up / cutting off relationships
with local agents.
10. Business relations between the two countries have been severed /fostered by official
visit and trade delegations.
E. Match these sentence halves. Then make five more sentences with the verbs in
Exercises A and B.
1. Widespread rumours of a hostile a. are a credit to its highly effective PR
takeover bid are certain (E) Department.
2. The Accounts Department's very slow b. have cemented relations between the
payment of invoices (D) two companies.
3. The long-term contracts, which will run c. its close relations with several major
for the next five years, (B) foreign investors have been
4. The excellent relations the company jeopardised.
enjoys with the local community (C) d. is causing stormy relations with some
5. As a result of the government's im of the company's suppliers.
position of currency controls, (A) e. to strain relations between the two
leading French software companies
F. Listening
1. Alison Ward is Head of Global Corporate Responsibility at Cadbury, the chocolate

maker. Listen to the first part of the interview and complete this information about
Cadbury's Cocoa Partnership.
Launched 1. 2008
% Cadbury cocoa beans from Ghana 2. 70%
% yield from the land 3. 40%
Average age of farmers 4. 50
Cadbury partners in Ghana 5. United nations Development

Programme, social experts, Like
Care,VSO and World Vision
2. Listen to the second part and complete these extracts with up to three words in each
gap.
1. Well, we're really proud that we've achieved factory sertification for our Cadbury Dairy
Milk brand in The UK and Island, Canada, Australia, and New Zealand
2 So it means that people around the world can now make an ethical Choice and know that
the money some of the money from their chocolate bar purchase is going right back to
farmers in Ghana
3 Fairtrade's an interesting marque in that it's not only powerful in consumer markets -
it's very well . Understood - but it also has great power back in Cocoa Farming Communities
3. Two executives are talking about building relationships with clients. Put the
conversation in the correct order. Then listen and check your answers.
a) They were both annoyed. My contact thought I had let him down, and his boss simply
decided not to turn up at the meeting. We'd set up a meeting in Brussels by e-mail, but
he called it off at the last minute. I'd already checked in at the hotel.
b) Oh, what went wrong?
c) Well, I'm going to carry on working until about six. We could meet after that.
d) How did you turn it round?
e) It's fine now, but at the start of the year, it was disastrous.
f) So, how's the relationship with To yota going?
g) Well, I went over my contact's head and went directly to his boss at Toyota Motors
Europe. I was really trying to clinch a deal.
h) Glad it worked out. Anyway, are you free for a drink later?
i) Well, I had to build up my relationship with my original contact again. At first, he kept
putting me off. But eventually we met up and I focused on our relationship, not the
next sale. Now we get on really well and sometimes play golf together.
j) Was he annoyed?
1. F)
2. E)
3. B)
4. G)
5. J)
6. A)
7. D)
8. I)
9. H)
10. C)
G. CASE STUDY 10 Getting to know you

Background
Kimsoong, a korean car manufacturer, has its European headquarters near Paris. It has retail
sales franchises in most European countries which not only sell cars and motor accessories
but also have servicing facilities. The larger outlets also offer fast-fitting of tyres and
exhausts, and deal in used cars.
Over the last ten years Kimsoong, with its reputation for reliability at low prices, has built
up market share at the lower end of the market. Their basic models include many ‘extras’
which other manufacturers charge for. Kimsoong also makes large donations to
environmental groups and is seen as an organisation with a social conscience. Furthermore,
its R&D Departement is developing an ‘eco-car’ which uses an alternative power source.
Problems
Intense competition is forcing Kimsoong to consider new ways of generating business.

Management believe that if the company looks after existing customers well, they may buy
three or four Kimsoong vehicles over a ten-years period. Therefore, Kimsoong’s new strategy
is to hold on existing customers and increase customer loyalty. They also hope to develop a
more accurate buyer profile. (At present, dat is from questionnaires sent to customers
following sales but only 40% are returned.) However, because of pressure on profits, they
need to achieve these objectives at a low cost.
Solutions
A customer loyalty programme will be developed by the Customer Services Departement at

head office. It will be available to all European franchises and costs will be shared 50/50 with
head office. Its aims are:
 to build up long-term customer relationships, thereby increasing profits

 to increase customer loyalty
 to draw up an accurate buyer profile
 to encourage staff to be more active in building up good customer relations.
Kimsoong customer profile
Age Sex Occupation
Under 30 48% Male 52% Student 8%
31-40 27% Female 48% Self-employed 15%
41-50 15% Employed 75%
Over 51 10% Retired 2%
Interest (in order of impotance) Percentage of repeat buyers Income group
1 Eating / drinking 5 Health / fitness 15% Higher income 2%
2 Sport 6 Reading Middle income 82%
3 Travel 7 The arts Lower income 16%
4 Environment 8 POlitics
Reason for not repeating purchase After-sales care (customer rating) Customer’s priorities
Bought a competitor’s model 52% Excellent 4% (in order of importance)
Dissatisfied with service 26% Very 12% 1 Economy
Relocated 8% Good 17% 2 Price
No longer drive 5% Fair 61% 3 Reliability
Don’t know 9% Poor 6% 4 After-sales service
5 Length of warranty
7 Comfort
Task
Work in small groups. You work in Customer Services at
head office.
1 Prepare a presentation of your plans for the customer

loyalty progamme. In adition to your own ideas, you
may want to include some of the following:
 discounts to existing customers who buy a new
Kimsoong car Writting
 a monthly company magazine sent free to all
customers Choose a company you are familiar with.
 free servicing for the first three years of Write a sales letter to Roger Eastwood, one
ownership of a group of priority customers. Outline a
 generous terms when customers trade in old special offer which you are making to this
models. priority customer group. Make your letter
2 Present your ideas to your colleagues. appear as personalised as possible.
3 Working as one group, devise a customer loyalty
progamme using the best ideas from each group.
Case Study
Getting to know you
Kimsoong, a Korean car manufacturer, wants to strengthen customer loyalty as a way of
dealing with increasing competition.
Stage 1
Background
Company
Activity
Based in
Structure
Special features of the -

company
Lembar Evaluasi Tugas Praktik Unit 10
Apakah semua pertanyaan Tugas Teori Unit 10 dijawab dengan benar dengan waktu yang
telah ditentukan? Semua kesalahan harus diperbaiki terlebih dahulu sebelum paraf.
1. WRITTING
No Benar Salah Paraf Paraf

Dosen/Asdos Mahasiswa/i
A
B
C
D
E
2. Listening

F1
2
3
3. Reading (Case Study)

G
Catatan Penilai :

Building Relationship Unit 10

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Building Relationship Unit 10

Uploaded by

Copyright:

Available Formats

Unit 10

A. Answer these questions?

a) to socialise with colleagues only if you have to (This)

4) Do you like to have conversations with:

D. Choose the correct verb in each sentence.

1. Alison Ward is Head of Global Corporate Responsibility at Cadbury, the chocolate

% Cadbury cocoa beans from Ghana 2. 70%

% yield from the land 3. 40%

Average age of farmers 4. 50

Cadbury partners in Ghana 5. United nations Development

G. CASE STUDY 10 Getting to know you

Intense competition is forcing Kimsoong to consider new ways of generating business.

A customer loyalty programme will be developed by the Customer Services Departement at

 to build up long-term customer relationships, thereby increasing profits

1 Prepare a presentation of your plans for the customer

Special features of the -

No Benar Salah Paraf Paraf

No Benar Salah Paraf Paraf

3. Reading (Case Study)

No Benar Salah Paraf Paraf

You might also like