new insights into business ocr small (835551), страница 7
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Indicate where the items are located on the floor plan.Я Listen again. W hat reasons does she give for locating the items inthis way?RetailingYou have been asked to prepare and test a questionnaire that will be used in aconsumer survey of customers of a chain of retail bookshops. The questionnairewill be used in interviews with customers to collect the following information:• customer profile• customer satisfaction• attitudes to mail order and e-commerceIn pairs prepare the questions to include in your survey, covering these areas:Customer profiles••••••resident / visitorprofessional and social backgroundincomeregular / occasionallevel of spendinghow they discovered the storeCustomer satisfaction•••••serviceproduct rangepricescommunication of informationsuggestions for improvementCustomer attitudes• experience and opinion of mail order• experience and opinion of e-commerceYour questionnaire should contain a mix of question types.
Look at the extractfrom the survey. Which question is:a a multiple choice question?b a closed question?c an open question?Do you live in this town?Yes / NoWhat do you do?How much money do you earn per.year?a £0-10,000b £10,000-30,000c more than £30,0001 Student A, look at the photo on page 154. Student B, look at the photo onpage 157. Prepare the answers that you think this person would give to each ofthe questions in the questionnaire.2In pairs, take turns to interview each other.Write a report for the chain of bookshops, based on the information youobtained in the interviews.unit4FranchisingK e y v o c a b u l a r y ЙШ Franchising is a business system in which a company (or franchisor) sells anindividual (or franchisee) the right to operate a business using the franchisor'sestablished system or format.As part of the franchise agreem ent the franchisee pays an initial sum of money, afranchise fee or fro n t end fee, to the franchisor and agrees to pay a royalty orm anagem ent services fee for continuing advice and assistance, which is usuallycalculated as a percentage of annual turnover.
The franchisee may also pay anadvertising fee to contribute to the franchisor's annual advertising and marketingcosts. The franchisee also has to find the necessary capital to open the business.The franchisor provides an operations m anual which contains all the informationthat the franchisee needs to run his or her business. A franchisor may appoint am aster franchisee to supervise the business in a particular area.Lead-inIn pairs, think of as many examples as you can of franchise operations inyour country in the following sectors.Fast fo o dC lo th in gM otor TradeBurger KingTie RackHertzStudent A, make a list of what you think are the principal advantages anddisadvantages of the franchise system for a franchisee. Student B, do the samefor a franchisor. Compare your lists.34FranchisingIn pairs, decide if the points below refer to (a) franchisees or (b) franchisors.123456789They can easily get advice on how to deal with specific problems.They do not have to borrow large amounts of capital to expand.They must respect certain rules.They have to buy supplies from particular sources.They are responsible for national advertising.They can only sell certain products.They have to seek approval before selling the business.They provide regular reports on the level of sales.They can develop their business without having to deal with theproblems of recruiting and managing personnel.0□□□□□□□□Listen to a business adviser talking about franchising, and check youranswers.ReadingYou are going to read a text about a typical day in the life of Vanessa Stein,a McDonald's restaurant franchisee.
Using the categories given below, make alist of the things you think she has to do during the day.abcdefpeople managementtime managementnetworkingadministrative workunskilled workworking at homeRead the text on the nextpage and compare your ideaswith what she actually does.Tom and Vanessa Stein meet Ronald McDonald.Read the text again and decide if the following statements are true (T) orfalse (F).1 Vanessa Stein starts to organise her day before she gets to work.2 In the future Vanessa will continue to work in exactly the same wayas she does today.3 The restaurant has not changed since the Steins bought it.4 The majority of McDonald's restaurants in the UK are not franchises.5 Vanessa's husband did his training after having been accepted asa franchisee.6 Every two weeks they receive an independent evaluation of howtheir business is performing.7 Vanessa feels that she is best at working directly with customers.8 All of the administrative work is now done in electronic form.9 If she didn't have children, she would probably stay longer at work.01J:_J;_J00j__ ’0 1|35unit fo u rOne day in my lifei T h re e years ago, Vanessa Stein1 and her husband Tom took upthe fast food challenge: theybought the franchise for a50s McDonald’s restaurant near Leeds.1015202530354045EARLY MORNING is always an effort forme.
The alarm goes off at 6.30 a.m. andthen I have 20 minutes' 'thinking time’to make some mental lists before I getup. I live by lists, actually - it’s the bestway to keep things organised.Recently I’ve been arriving at ourMcDonald’s restaurant around 8.30 a.m.I've mastered the computerised accountsnow so I’m training one of our floormanagers to help me with theadministration. Eventually this shouldgive me more time to get involved inother areas of the business such asinterviewing staff.Our restaurant is in a retail parkaround five miles outside Leeds.
Sincewe bought the franchise in 1995, we’vealready expanded the seating and nowwe’re looking to expand the restaurantitself. We have to conform to theMcDonald’s standards (quality, service,cleanliness and value) of course, but therestaurant is actually our own business.We directly employ some 75 staff, orderand pay for supplies (from 'preferredsuppliers’), take care of anymaintenance or refurbishment, arrangelocal marketing, and so on. Around aquarter of all McDonald’s 800 UKrestaurants are franchised.Buying this franchise was a big movefor us. Tom (my husband) had to donine months’ training before we couldeven be considered for a franchise.
Itpaid off though, and we are delightedwith this place - it boasts* what was thefirst Drive-Thru in Yorkshire! —and thesurrounding countryside is trulybeautiful.5560657075so8590By 9.30 a.m. I’m ready for a Bacon £Egg McMuffin and a cup of tea. I’ll havea quick chat with our regular breakfastcustomers before opening the post. Thisbrings invoices from suppliers,marketing and training informationfrom McDonald's (they run the trainingcourses but we pay for our staff toattend), bookings for parties, or perhapsthe monthly report from the 'MysteryDiner’.Mystery Diners make monthly checkson every restaurant and Drive-Thru inthe country.
All aspects are assessed food quality and presentation,atmosphere, quality and speed ofservice, restaurant cleanliness and soon. Staff are often commended byname, so I pass the news on to them andmake sure any problems are tackled.We’re currently eighth in the UK leaguewhich is pretty good.We have an ongoing dialogue withMcDonald’s. A field consultant visits usevery two or three weeks, and there areregular meetings with other franchiseesto share ideas and experience.Much of my morning is spentupdating computer records. Tax officequeries, training records, payroll, etc,have to be organised.
Staff turnovervaries but we can sometimes lose ourcasual workers when they go touniversity or decide to go travelling,There are McDonald’s all over the worldnow, so their training here really canopen distant doors.The lunchtime rush* starts aroundnoon. On the rare occasions that we’reshort staffed (e.g. flu season), I’ ll muckin and serve customers (memories of mywaitressing days at university!).
I’veeven been known to cook fries whennecessary. As with any small business,one has to be flexible but I think it ’s alsoimportant to focus your energies wherethey are most effective. For me, this isbehind the scenes admin work.University o f Warwick Network*to boast: to have as a featurerush: a busy period*a bomb site: a place where a bomb has exploded*to snore: to breathe noisily when sleeping*036Vanessa Stein and her second restaurant(under construction)My own lunch is a salad or chicken95 sandwich. By this time, my office lookslike a bomb site* to the untrained eye.I’ve usually divided the masses ofpaperwork into piles ready to tacklethem in priority order.100I have to head off around 3 p.m.
tocollect my two sons from school so Igenerally end up taking work home. I’llfinish it in the kitchen, listening to GlennMiller or the Moody Blues, while also105 supervising the children’s homework,music practice or whatever.If I’m doing the end-of-monthfigures, I generally have to work into theearly hours. Otherwise I’m in bed any110 time after 10 p.m. I always have three orfour books on the go, Walter Scott orJane Austen for example, and usuallyone non-fiction —maybe anautobiography or a political work.115I’m glad to say Tom’s snoring* waslasered away last summer, so now I canlook forward to some undisturbed sleepbefore another busy day at therestaurant. Now I think of it, I used to120 have cravings for McDonald's when Iwas pregnant. It must have been apremonition!Franchising□VocabularyMatch the words frormthe text with their corresponding definitions.1 a challenge (line 3)\maintenance (line 33) \a booking (line 54)1a report (line 55)\to tackle (line 65)1to update (line 74)records (line 74)a payroll (line 75)to focus (line 91)10 paperwork (line 98)23456789a a reservationb a list of employees and the wages they are paidc work involving written or printed documentsd to review and include recent changese a piece of writing giving information on aparticular subjectfto pay special attentiong a difficult but exciting thing to doh keeping equipment in good conditioni to deal withj written documents containing informationabout the pastComplete the following questionnaire using words from Vocabulary 1.0 — * When working with other people do youyou can do best?Yes ||fo cu eon the work thatNodo you list the different sections( D — • When preparing a writtenthen make a brief summary of what you will include in each?Yes |(D — •|NoDo y o u ________ your address book as soon as people move?No ГYes |Do you organise your _according to subjects?Yes|© —| || |.
work to make sure that equipmentО)оейNo [jDo you keep clear____Yesof doing new and perhaps moreNo ^Do you regularly d o ___works efficiently?Yes QО> sNoDo you enjoy th e ____complicated work?Yes. so that documents are groupedof the work that you have already done?NoDo y o u ________ the most difficult pieces of work first?Yes|No ^Change the form of the words where necessary.In pairs, interview each other.
Suggest how your partner could manage his orher time better.u nit fo u rVocabularydevelopment:suffixesLook at the way these nouns are formed.nounassessmenteffectivenessregularityadministrationsuffix+ ment+ ness+ ity+ ationstemassess (verb)effective (adjective)regular (adj)administer (verb)Say the nouns and stems. Which nouns have the same main stress as their stem?Which nouns have a different main stress?Using a dictionary, check that you understand the meaning of the words below.Put the words into the correct columns n the table. In which ones does the stresschange?confidentialorganisedisagreewillingsimilarcareless-ment-nessrequireinvestawarepreparepresentpopular-ity-ationconfcdentcc\l3 What other nouns do you know with these suffixes? Add two more to eachcolumn.Language FocusAdverbsLook at these adverbs expressing time from the text on page 36.Early morning is alw a ys an effort for me.Recently I've been aniving around 8.30 a.m.E ventually this should give me more time.We've a lre a d y expanded the seating.We're cu rren tly eighth in the UK league.We can som etim es lose our casual workers.I've u su ally divided the masses of paperwork.(line 6)(line 12)(line 17)(line 24)(line 66)(line 77)(line 87)Match the adverbs to their corresponding definitions.1234567not long agoafter a long timeby or before nowat the present timeon some occasions but not allon most occasions or in most situationsall the timeгеселЦзFor more information on adverbs and frequency, turn to page 165.38FranchisingLook at the two photos of the same person.used to doingA He u sed to go to schoolin a small village.В He's u sed to m a k in gpresentations.Complete the rules with used to + infinitive or be used to + -ing.• _____________ ______ is used for things that happened regularly or for a longtime in the past but which no longer happen.• ____________________ is used when talking about something which is familiarand no longer strange.►► For more information on used to do and be used to doing, turn topage 166.Complete the following sentences about Vanessa Stein by combining theverb in brackets with the appropriate form of used to or be used to.abcdefghShe used Lo go (go) to university.S he___________ (help) her children with their homework.S he___________ (chat) with regular customers.S he___________ (attend) meetings with other McDonald's franchisees.Her husband___________ (snore).She___________ (work) as a waitress at university.The restaurant___________ (have) fewer seats.She___________ (take) work to do at home.Write a short description of a typical day in your life, using used to, be usedto and time adverbs.
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