Question 5. Given below are some
answers. Write the question. The first one is given as a example:
Answer:
II. Do you play basket ball?
III. From where you buy running
shoes?
IV. What is your timing to use
swimming pool?
V. Can you dive?
VI. Where do you play soccer?
Question 6. Here is a phone
conversation. Fill in the blanks with the appropriate modals:
Answer:
I. Can
II. Can
III. Will
IV. Can
V. Will
Question 7. The following sentences
are in the passive voice. Change them into the active voice.
Answer:
I. Complete the work on time
II. A student of Himalaya school won
a race.
III. Always remember a good speech.
IV. The father depressed after
hearing the news of his son‟s failure.
V. He would invite him to speak
later.
Question 8. Use the phrasal verbs
given in the box to complete the sentences given below.
You may use a phrasal verb more than
once:
Answer:
I. Pick up
II. Call back
III. Look up
IV. Cut off, get through
V. Put through
VI. Get through
VII. Hold on
VIII. Hang up
IX. Hang up
X. Are you through
Question 9: Every Diwali a company
gives its customers gifts ranging from diaries and calendars to silver items.
The financial manager says it’s too
expensive and wants to stop the
practice. The sales manager disagrees. Write a dialogue between the two,
stating each person’s point of view.
Answer:
F.M - Hello sir, today we have met
to discuss about Diwali gifts which are given to customer.
S.M –yes sir. It is necessary to attract the customer and to
advertise our products.
F.M- that‟s
right but you know that as we are distributing s
o expensive gifts of silver and
expensive items. I am not agree with that.
S.M –its ok, but u know other companies are also distributing such gifts that‟s why I decided to distribute.
F.M–That‟s
fine idea but you know that it is wastage of
money we should put capital in
advertisement and in improving quality of our products.
S.M –sir I understand your views but it is not best to stop to
distribute gifts to our valuable customers.
F.M - yes sure, I am not saying to
stop to distribute gifts to cust
omers. It‟s a best way, but you should not distribute expensive gifts.
S.M. –its right. Sir, I will follow it thanx.
Question 10: You are the General
Manager (Human Resource Development) of the company. You want to talk about the
effective ways of making good presentations to the Sales staff. Use the
following points to write the body of your presentation.
Answer:
It‟s that time. You‟ve got the
client‟s executives assembled and ready to listen to you.You‟ve assembled all
your material. Your challenge is now to structure all that material into a logical, memorable story that you can deliver effectively
and persuade the client to take action.
Clear thinking and clear objective
You need to be able to describe the
objective of the presentation simply and quickly. If you can‟t, there‟s a very big risk of confusing your listeners
andgetting further away from the saleyou‟re trying to make rather than closer to it.
At every stage of the sales process,
you should know in advance why you need to achieve next, what benefits you are offering your client and what you‟d
like the next step to be.
Clear structure of the material
you’re presenting
Make it easy for your client to
follow what you are saying, whether in a casual conversation or a formal presentation of information and ideas. They‟ll
remember it better and you will too.
Without a clear structure to your material,
you may forget to make a key point, or you might waffle or ramble and lose your
listeners.
Even for a conversation, mentally
outline your objectives. What are the key points you want the client to
remember? How will you illustrate each point? What colourful examples will your
prospect be able to repeat three days later?
It‟s also worth remembering that
people struggle to remember more than three points. So think very carefully about
the three points you‟d like the client to remember, and then structure the material to support those points.
Keep it crisp
Salespeople often talk too much about themselves
and their companies. The result is a one way interaction –you‟re imparting in formation
–but you‟re not having a
conversation.
The key to connecting with a client
are good conversational skills. They key to a good conversation is to ask
questions. The quality of new information you learn about the client depends on
the quality of your questions. It also depends on waiting for and listening to
the answers!
A successful discussion early in the
sales process should almost always comprise open questions,the kind that require detailed answers rather than just
„yes‟ or „no‟. It‟s better to get one question answered in
detail than to try to get through a big list of questions.
Pay a lot of attention to the
answers you‟re receiving. Perfect your ability to listen, pause to wait for further comments. Silence draws people out.
The old Rudyard Kipling saying of „two ears and one mouth, use them in
those proportions‟ is a powerful illustration of what you
should be doing.
Use memorable stories
Clients rarely remember your exact
words. Instead, they remember the mental images your words inspired in them.
Support your key points with vivid,
relevant stories. Help them form lasting images in their minds by using
memorable characters, exciting situations, intriguing dialogue, suspense, and
humour.
Think about the graphics you can use
to support your words. It doesn‟t matter how you use graphics –they can be a diagram in your daybook or a beautiful
Powerpoint slide –and
remember it‟s the shape of the
graphic that they‟ll remember.
Use third
party endorsements
Using examples of how you‟ve helped
other clients is a very powerful way of making the benefits for the services
you‟re proving.
The more relevant you can make the
stories, the better. Similar industry? Good. Similar problem? Good. Remember to
make the story flow logically. This was the problem and how bad it was. What
you did about it. What were the outcomes? What were the benefits that accrued
as a result?
Connect on a human level
The most powerful communication
combines both intellectual and emotional connections.
Intellectual means appealing to
educated self-interest with data and reasoned arguments.Emotion comes from engaging the listeners‟ imaginations,
involving them in your illustrative stories by frequent use of the word “you” and from answering
their unspoken question, “What‟s
in this for me?”
Clients will justify doing business
with you for specific analytical reasons. What gives you the edge is creating
an emotional connection too.
Right level of detail
What level of detail is your
audience seeking? A high level strategic view? Or the fine detail of day-to-day
operations?
Generally you start at a high level,
and work down into more and more detail. You need to be sensitive to your client‟s needs in this regard.
Note that different people have
differing needs in this regard too. Some people like the high level view,
other like the detail. If you‟re audience comprises both types, think carefully
about how to deal with it.
Give your points time to sink in
Few sales presentations have enough
pauses. Good music and good communication both contain changes of pace, pauses,
and full rests. Pauses are an opportunity for your listeners to think about the important points you‟ve just made.
If you rush on at full speed to crowd in as much information as possible, you won‟t pick up
the feedback, questions and visual clues
as to how well your message is being received.
Give them time to ask lots of
questions and think over what has been said. Pauses allow pondering build
understanding.
Avoid irritating non-words
„Hmm...‟ „Ah...‟ „Er...‟ „You know
what I mean...‟ and my personal hatred, „To behonest...‟ (When somebody says
that to me, I KNOW they‟re lying)
Some people use these as a form of
punctuation and to give themselves time to think. The problem is, when you‟re on the receiving end they sound
vague, uncertain and annoying. Do you want
your clients to think of you as being vague, uncertain and annoying?
Don’t let fluff kill your message
The most important word in a
sentence is the punch-word. Usually, this is the final word –for example,
„Do you agree?‟
But if you drop your voice or add superfluous words on the end, you‟ve killed the impact of your
message.
The secret of success is to use
fewer words not more. Take out the padding and the fluff and concentrate on
delivering a clean, crisp message.
Start and close strongly
You must engage your audience
immediately with a powerful, relevant opening that is about them. And then go on immediately to summarize the outcome
you‟re looking for and the structure of the material you‟re going to deliver.
If your audience understand what‟s
going to happen, they‟re much more likely to stay engaged and listening.
Finally when you come to close,
reiterate the objective you set out, describe in summary how you think you‟ve achieved it, and ask for their agreement.
Don’t use technology for the sake of
technology
You don‟t have to present fifty
slides.All you need present is the right answer in the right way.
Sometimes it‟s more effective to
draw things as you go on a flipchart or white board.
That way it‟s easy to give the pen to the
client and get them to correct you. I‟ve never met any clients who‟ve corrected
Powerpoint slides!
The drawing approach may look
informal, but it demonstrates you can think on your feet and you really care
about what the client thinks. With a Powerpoint deck, its easy to get lost in
superfluous detail and bore your clients out of the meeting.
In summary
·Present for your audience, not for
you.
·Be very clear about the outcome you
want and structure you material to support that.
·Listen more than you talk. The more
the client speaks, the more you learn.