VOCABULARY BUILDING Task Definitions Match the meanings below with a corresponding phrase in the text 10 11 12 13 14 15 16 17 18 a company who allows its partners to use their brand and logo a given company a way of doing sg according to the traditional definition during feelings and thoughts about sg following a previously invented script Let’s pretend you have to hold a quick presentation about mystery shopping to a hidden potential client Use the raw material below as a basis to your presentation You how high is the insurance feecan that omit the other companies demand or insert anything The goal of this task is to add to the text 15 phrases how the other companies handle questions from potential clients from the presentation phrasebank at: several business-related matters http://englishplusplus.jcj.uj.edu.pl/presentation/phrases/ to be more and more liked by companies Please highlight the phrases that you manage to use to deal with to follow, to be in accordance with1 to follow, to be in accordance with2 to improve to keep up your company values to write down what they saw and heard Example: OK, then, let’s get started MYSTERY SHOPPING You’ll create a short presentation on mystery shopping Here’s how First of all, good afternoon, everyone Thank you for coming I’m very happy to see so Mystery shopping is a form of observation which takes place with the participation of a disguised customer who many of you here today collects data and impressions about the service provider and its staff in a real situation (e.g a visit to the company, a purchase or Mydear a phonecall to the service) of disguised purchase it is My name’s Watson andcustomer today I’d like to talkBy to the youmethod about mystery shopping Let possible to getme results and conclusions thatshopping can effectively improve the procedure of handlingwhich customers thus tell you first what Mystery is Mystery shopping is a form of observation enhancing customers’ takes place satisfaction with the participation of a disguised customer who collects data and impressions about the service provider and its staff in a real situation a purchase or the …phonecall the customer service).in question or calls its customer service In the coursecompany, of mystery shopping interviewertovisits the company as a client Based on a pre-planned scenario they make a purchase or generate a problematic situation After the mystery shopping the customer (impersonator) record their experiences and opinions by filling in a questionnaire within 15 minutes Mystery shopping in the classical sense implies asking for information or problem solving at the point of sale or customer service, however, sometimes it involves the actual purchase of the product or service mysterywhich shopping increasingly popular with service providers Mystery shopping is a formComplex of observation takesisplace with the participation of domestic a disguised customer who wheredata theirand customer serviceabout is tested on the phone as well collects impressions thepersonally, service provider and itsand staffonline in a real situation (e.g a visit to the company, a purchase or a phonecall to the customer service) By the method of disguised purchase it is Mystery Shopping used as the solution to a number of business issues You mightcustomers be: possible to get resultscan andbe conclusions that can effectively improve the procedure of handling thus enhancing customers’ satisfaction • a franchisor wishing to ensure your franchisees are upholding your brand values • a retailer who shopping needs to know how well your conforminwith your policies In the course of mystery the interviewer visitsoutlets the company question or calls its customer service as a client on awho pre-planned scenario make ayour purchase or generate problematic situation After • Based an insurer wants to know whatthey premiums competitors are a charging the mystery customer (impersonator) record their experiences and opinions by filling in a • ashopping financialthe services company ensuring advisors comply with regulations questionnaire within 15 wanting minutes.toMystery shopping in the classical senseto implies asking for information or • a business know how your competitors respond enquiries problem• solving at the point of sale or customer service, however, sometimes it involves the actual purchase of an airline who wants to monitor flight attendant performance the product or service Complex mystery shopping is increasingly popular with domestic service providers where their customer service is tested personally, on the phone and online as well MYSTERY SHOPPING Task People and professions Mystery Shopping can be used as the solution to a number of business issues You might be: Match the people and the professions with a related object or activity • • • • • • a franchisor wishing to ensure your franchisees are upholding your brand values betting shops haircut a retailer who conform with your policies hairdressers n needs to know how well your outletsstrip-tease an insurer competitors are charging plumbers n who wants to know what premiums your waterpipe caravanners n fine with regulations a financial services company ensuring advisors comply invigilators horseracing a businessn wanting to know how your competitors respond to enquiries the council’s parking wardens caravan an airline who wants to monitor flight attendant performance shoplifter n vocational training pregnant adj landlord We’ve pretended to be betting shops, scientists, installation engineers, bikers, students, foreign doctors, bankrupt adj gynecologist hairdressers, plumbers, of small hard-of-hearing adj dentists, caravanners and every flavour birth-control pill business We even have our own looking contraception premium dummyteenagers businesses withfor websites pensioners buying insurance pawnshop trainee teachers blockages and car faults We’ve cheated petty theft We’ve set up plumbing in exams (to check the invigilators are alert), Chinese gamblers hearing aid(to check the security systems) and gone on parked illegally (to test the council’s parking wardens), shoplifted housing tenants casino timeshare holidays We’ve parked bicycles to see how quickly they get stolen (quickest was 75 minutes – in disabled mystery shoppers wheelchair Croydon) a lap-dancing club exam We’ve been pregnant, bankrupt, hard-of-hearing, teenagers looking for contraception, pensioners buying insurance and trainee teachers We’ve recruited Chinese gamblers, housing tenants, disabled mystery shoppers and males to take the last dance at a lap-dancing club Sources: http://www.nrc.eu/eng/Methods/misteryshopping http://www.mystery-shoppers.co.uk/ TASK SOLUTIONS 10 11 12 13 14 15 16 hidden – disguised (customer) feelings and thoughts about sg - impressions about (the service provider) a way of doing sg - method to deal with - handle customers to improve - enhance (customers’ satisfaction) during - In the course of (mystery shopping) a given company- the company in question following a previously invented script - based on a pre-planned scenario to write down what they saw and heard - record their experiences according to the traditional definition - in the classical sense to be more and more liked by companies - is increasingly popular with (domestic service providers) several business-related matters - a number of business issues a company who allows its partners to use their brand and logo - franchisor to keep up your company values - uphold your brand values to follow, to be in accordance with1 - conform with (your policies) how high is the insurance fee that the other companies demand - what premiums your competitors are charging 17 to follow, to be in accordance with2 - comply with (regulations) 18 how the other companies handle questions from potential clients - how your competitors respond to enquiries TASK SOLUTIONS betting shops hairdressers n plumbers n caravanners n invigilators n the council’s parking wardens shoplifter n pregnant adj bankrupt adj hard-of-hearing adj teenagers looking for contraception pensioners buying insurance trainee teachers Chinese gamblers housing tenants disabled mystery shoppers a lap-dancing club horseracing haircut waterpipe caravan exam fine petty theft gynecologist pawnshop hearing aid birth-control pill premium vocational training casino landlord wheelchair strip-tease