Q.1. Read the following passage and answer the questions given after it :
Diplomacy, friendliness and co-operation are important in selling. There's a widespread belief, which is probably true, that buyers 'buy from those they like' and that sellers give a better deal to 'those they like'. All sales people have a certain 'fear', or reverence, for buyers because they have the power to give or to withhold an order. 'Negotiation' is the part of the sales conversation where bargaining about the conditions of an order takes place. It comes at the end of the sales talk at the point when the buyer is definitely interested. Because additional persuasion may be required, it's important not to give away concessions while making the sales presentation.
In international business there are different types of business negotiations, negotiation styles and negotiation situations. A simplified model of what goes on shows four main phases of negotiation :
1. The preparation phase : this is where you work out what you want and what your main priorities are.
2. The debating phase : this is where you try to find out what the other side or the customer wants. You say what you want but you don't say yet what the final conditions are. You use open questions and listen to the customer to try to find out in what areas they may be prepared to move.
3. The proposal phase : this is the point at which you suggest some of the things you could trade or whlch you might theoretically be prepared to trade, offer or concede. Formulate your proposals in the form of if ..., then .... Be patient and listen to the other side's proposals.
4. The bargoining phase : this is when you indicate what it is you will actually trade, offer or perhaps concede. In firm you conditionally exchange individual points, along the lines of : 'lf you are prepared to pay swiftly, then we are prepared to change our delivery schedules. Remember to write down the agreement.
(i) Given below are two statements based on the passage. Say
whether they are true or false. Correct the false statement(s).
(a) Diplomacy is the only important thing in selling.
(b) Concessions should be made to the buyer in the beginning
of negotiations.
(ii) Why are salespeople afraid of their buyers?
(iii) Define 'negotiations' in your own words.
(iv) Mention the main differences between the preparation phase and the debating phase.
(v) Complete the following sentences with a suitable word from
the passage :
(a) The bargaining phase indicates what it is that you __________
trade or offer.
(b) One must write down the ____________ in the bargaining phase.
Q.2. From the four options given alter each sentence, choose the word or phrase that best completes it.
(i) Companies must earn a _________ for honesty.
(a) fame
(b) reputation
(c) renown
(d) repute
(ii) He has started a restaurant in Rajouri Garden and wants
to __________ the business.
(a) augment
(b) amplify
(c) stretch
(d) expand
(iii) These days the relations are ___________ between the
director and his assistant.
(a) pressed
(b) stretched
(c) pinched
(d) strained
(iv) A solution to the crisis ____________ a combination of
tact and consideration.
(a) calls upon
(b) calls up
(c) calls for
(d) calls back
(v) It is important to think of the ____________ of this action
now.
(a) consequences
(b) effects
(c) influence
(d) impact
Q.3. Complete the following dialogue :
Receptionist : Good morning. May I help you, Madam ?
Visitor: _________________________________
Receptionist: Have you got an appointment with him ?
Visitor: _________________________________
Receptionist: Well, in that case I'll have to check if he is
free now.
Visitor: __________________________________
Receptionist: The manager says he'll be free in about fifteen
minutes. Why don't you wait in the lounge in the
meantime. I'll let you know as soon as he's free.
Visitor: _________________________________
Receptionist: Well, you can have a cold drink in our canteen.
Visitor: _________________________________
Receptionist: You're welcome.