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Business English

( taken from MAKET LEADER)



A. List some of your favourite brands. Then answer these questions.

1. Are they International or national brands?

2. What image and qualities does each one have? Use the following words and phrases to help you.

3. Why do people buy brands?

4. Why do you think some people dislikes brands? 5. How loyal are you to the brands you have chosen? For example, when you buy jean, do you always buy Levi’s

B. A recent survey named the brands below as the world’s top ten. Which do you think is number one? Rank the others in order.


Brand Management

A. Match these word partnerships to their meanings.



1. Loyalty a. the name given to a product by the company that makes it.

2. Image b. using an existing name on another type of product 3. stretching c. the ideas and beliefs people have about a brand 4. awareness d. the tendency to always buy a particular brand 5. name e. how familiar people are with a brand

6. launch f. the set of products made by a company 7. lifecycle g. the use of a well-known person to advertise Value for money luxurious timeless well-made top of the range durable inexpensive cool Reliable stylish fashionable sexy

Value for money luxurious timeless well-made top of the range durable inexpensive cool Reliable stylish fashionable sexy



8. range h. When products are used in films or TV programs 9. placement i. The introduction of a product to the market

10. endorsement j. the length of time people continue to buy a product

B. Complete these sentences with word partnerships from exercise A BRAND

1. the creation of Virgin Cola, Virgin Air, Virgin Rail and Virgin bride is an example of …brand streching……….

2. Consumers who always buy Levi’s when they need a new pair of jeans are showing …………

3. not enough people recognize our logo; we need to spent a lot more on raising ……….


1. David Beckham advertising Vodafone is an example of …product endorsement……

2. A ……….. consists of introduction, growth , maturity and decline.

3. the use of BMW cars and Nokia phones in James Bond films are examples of………….

C. Make sentences of your own using the word partnerships in Exercise A.


Outsourcing Production

A. Why do some companies make luxury products abroad rather than at home? B. Read the article and answer these questions.

1. Which brands are mentioned? Do you know which country each is from? 2. Which companies make all of their products in their own country?

Made in Europe

By Jo Johnson, Fred Kapner and Richard McGregor

Almost every fashion label outside the top super-luxury brands is either already manufacturing in Asia or thinking of it. Coach, the US leather goods maker, is a classis example. Over the past five years, it has lifted all its gross margins by manufacturing solely in low-cost markets. In March 2002 it closed its factory in Lares, Puerto Rico, its last company-owned plant, and outsources all its products.


sales at retail value will continue to be produced under licence in Asia. At the same time however, Japanese consumers prefer the group’s European-made products.

Sanyo is now creating to this demand for a snob alternative to the Burberry products made in its factories across Asia by opening a flagship store in Tokyo’s Ginza, where it sells Burberry products imported from Europe.

In interviews with the FT, many executives says the top luxury brands will continue to be seen, particularly in Asia, as European. Domenico De Sole of Gucci says “ The Asian Consumer really dos believe – whether it’s true or not – that luxury comes from Europe and must be made there to be the best.’

Serge Weinberg, Chief Executive of Pinault Printemps Redoute, which controls Gucci, says it will not move Gucci’s production of shore. Yet some in the industry recognize that change may be round the corner even for the superluxury brands. Patrizio Bertelli, Chief Executive of Prada, says:’ The “Made in Italy” label is important but what we are really offering is a style, and style is an expression of culture.’ He therefore recognizes that quality fashion items may not always need to be produced in italy.

Amitava Chattopadhyay, professor of marketing at Insead, the business school, says:’ A brand is a set of associations in the mind of the consumer and one of these is the country of origin. . For luxury goods, the role of the brand is crucial. To damage it is a cardinal sin and no brand manager will want to get the balance between manufacturing location and the brand image wrong’.

From the Financial Times


World Business Newspaper

C Which of these statements are true? Correct the false ones.

1. Coach has no longer factory in Puerto Rico.

2. Coach, like many other companies, is outsourcing its product to reduce costs. 3. Some Japanese people choose to buy Burberry products made in Europe rather

than in Japan.

4. Sanyo’s store in Tokyo sells Burberry’s product made in Asia.

5. According to Domenico De Solle, the best luxury products are made in Japan. 6. Gucci is planning to outsource some of its products.

7. Partizio Bertelli believes that luxury fashion products should always be made in Europe

8. Amitava chattopadhyay says that companies need to pay careful attention to where they manufacture their products.

C. Choose the best summary of the article.

a. Most manufacturers of luxury brands do not wish to produce their goods in low-cost countries because their believe that it will damage their brand image.


c. Asian consumers think that European luxury goods are of high quality. The current trend of making such goods in Asia could damage the reputation of these luxury brands.

Language Review

Present simple and present continuous.

The Present simple and Present continuous have several uses.

 We use the present simple to give factual information, for example about

company activities.

Coach outsources all its products. Does Burberry outsource its products?

 We use the present simple to talk about routine activities or habits. I always buy Armani suits. Do you usually buy designer brands?

 We use the present continuous to talk about ongoing situations and projects. Sanyo is now reacting to this demand.

 We use present contiuous to talk about temporary situations. We are testing a new brand at the moment.

A. Which of the time expressions below do we usually use with the present simple? Which of the time expressions do we usually use with the present continuous? Which are used with both?

Usually this year every day now Often nowadays once a month

Currently at the moment these days

B. Complete these sentences with the present simple or the present continuous forms of the verbs in brackets.

1.a. This year we ………….. (try) to develop a brand with personality. b. We usually ……… (develop) brands that say something.

2. a. Powerful brand names ……… (create) strong costumer loyalty.

b. At the moment we ……… (look) for a new brand name that suggests something about the product’s benefits and qualities.

3. a. L’Oreal ……… (sell) cosmetics and toiletries to customers around the world. b. This year L’Oreal ………(invest) over 180£m in R & D.

4. a. The marketing department always ……….. (keep) within its budget.

b. Because the company made a loss last year, the marketing department ………….. (try to reduce costs.

C. Complete the text below with the present simple or present continuous forms of the verbs in brackets.


Our main cosmetics brand ………….. (dominate) the French market and it ……… (do) well in the rest of Europe at the moment, too. In fact, the brand………. (become) more and more popular throughout the world and our market share ……… (grow) everyday.

We usually ……… (develop) and ………. (extend) productsunder our existing brand name. The brand is distinctive and ………..(stand) out from the competition. However, this year we ………. (create) a completely new brand of cosmetics.

Discussion Two Promotions

A.Work in pairs. Student A reads case 1 and answers the questions. Student B read Case 2 and answer the questions.

Case 1 : Harley Davidson.

In 2003 the Harley Davidson brand was 100 years old. Although its brand image is based on the spirit of wild and rebellious youth such as Marlon Brando in the film The Wild One (1954), the typical consumer is very different. They are likely to be rich, middle-aged accountants trying to recapture their youth. The average age of Harley Davidson customers is 46 compared with 36 for the rest of the motorbike industry. At the party to celebrate the centenary, the surprise performance was actually Elton John, rather than the Rolling Stones who many people had expected. This caused many of the 150,000 riders and dealers to leave the event very unhappy. Although sales and earnings for Harley Davidson have been increasing for the past 18 years, many people see the trouble on the road ahead. The problem is Harley Davidson’s typical customers from the baby –boom generation (1946 – 1964) and, as these customers get older, Harley Davidson may find its market shrinking.

1. What is the brand image of Harley Davidson?

2. Why were many people unhappy about the music at the party? 3. What problem could have Harley Davidson have in the future?

4. What can Harley Davidson fo to preserve it sales? Should it change its brand image? Should it look for a new market segments? Should it stretch its brand?

Case 2 : JCB


JCB’s research showed that its customers associated with the company with the following brand values :’yellow,’digger’, and ‘durable’. Adult saw the brand and being functional. Children, on the other hand, saw the brand as ‘big’, ‘muddy’ and ‘fun’. JCB made a decision to stretch its brand.

1. Where does the name JCB come from?

2. What was surprising about JCB’s customer research?

3. What sort of products do you think JCB developed as a result of its research? 4. Can you think of a similar example of brand-stretching in your country?

Useful Language

Asking for opinions Agreeing Making suggestions

How do you feel about…..? That’s true I think we should…. What do you think? I agree How about… ? What’s your opinion? Absolutely / exactly Why don’t we … ? What’s your view? I think so too. Perhaps we could….

Giving opinions Disagreeing

I think……./ I don’t think ……… I see / know what you mean, but…. In my opinion……. I’m afraid I can’t agree

Maybe, but…



A. Answer these questions individually. Then compare your answers with a partner.

1. How often do you travel by air, road and sea?

2. What do you enjoy about traveling? What don’t you enjoy? 3. Put the following in order of importance to you when you travel?

Comfort safety price reliability speed

4. Does the order change for different types of travel?

B. Choose the correct word from the box to complete the following list of things which irritate people when flying.

Seats trolleys queues luggage Room cancellations food jet


4. poor quality ……… and drink 5. no baggage ……….. available. 6. overbooking of ………… 7. flight delays and ………… 8. ………..-lag


British and American English

A. Match the words and phrases below which have the same meaning. For each pair decide which is British English and which is American English.

1. subway a. motorway

2. city centre b. lift

3. carry-on baggage c. public toilet

4. one way d. schedule

5. return e. economy class.

6. freeway f. single

7. rest room g. parking lot 8. elevator h. underground 9. coach class i. hand luggage 10. timetable j. round trip 11. car park k. downtown.

B.Work in pairs. Use words or phrases in American English from exercise A to complete the text below.

My last overseas business trip was a nightmare from start to finish. First of all there was a delay on the way to the airport as there was an accident on the …………. When I got there I found the lower level of the airport ……….. was flooded. Next my ……….. was closed and there were no cabs at all. After long time trying to read the ………and waiting for forty minutes, we finally got a bus ………….. and found the hotel, but the ……… wasn’t working and our rooms were on the fifth floor.


Air Rage

A. Answer these questions before you read the article.

1, What was your worst experience when traveling by air?


Road ragers in the sky

By Derek Brown

Airlines and their long-suffering customers are reporting a steep climb in air rage incidents. Some incidents are apparently caused by problems which are familiar to many regular travellers. One case reported from America stemmed from an interminable delay in takeoff, when passangers were cooped up in their aircraft on the tarmac or our hours, without food, drink or information. Mass unrest is less common the individual misbehaviour, as in the case of the convict who recently went crazy on a flight, attacked the crew and tried to open the door in mind flight.

The psychology of air rage is a new are o study, and there are almost as many explanations as examples. Most analysis of the phenomenon blame alcohol, but many people now think that the airlines are at fault. To cut costs, they are cramming ever more passangers into their aircraft, while reducing cabin crew, training, and quality of service, all o which increase passenger frustration. In addition, there are increasing concern in the US about another cost-cutting exercise, which could seriously harm passengers’ health: cabin ventilation.

I. Modern aircraft are equipped with sophisticated air conditioning devices – but running them at.optimum capacity burns up valuable aviation fuel. Many airlines routinely instruct their flight crews to run the systems on minimum settings. Champaignes for improved air quality claim that this can lead to irritability and disorientation.

In the US, the soaring number of passenger complaints across a wide range of issues is reflected in a number of new internet sites which criticize the airline and demand better service. One of the sites is demanding an air passengers’ Bill of Rights.

Cabin and flight crews, who are in the front line of the battle against disruptive and dangerous in-flight behaviour, have called for stiffer penalties against the offenders. Management have also called or legislation – while denying that its cost-cutting practices have contributed to the problem. But there are some signs, in the US at least, that the airlines are at last attempting to respond to customer dissatisfaction. Some major lines have announced concessions to the most frequent complaint for all, and are removing seats to make more room for their customers.

2 A.We’ve chosen a name four new low-cost airline B.Really,What...(you/call) it?

3 A.Have you decided how to increase the number of passengers? B.Yes,we...(offer) a family discount at weekends.


B.Write down your details and I...(fax) them over for you. 5 A.How’s your daughter?

B.She’s fine.She...(learn) to be a pilot for the flying doctor service next Year!


1.His flight arrives / is arriving at 9 o’clock tomorrow morning.

2.We’re staying / stay at the Hilton Hotel for next month’s sales conference. 3.The next seminar is beginning / begins at 3 p.m

4.I travel / am travelling by train from Paris to London next time.

5.The boat is departing / departs at midday so you have the whole morning to get ready. 6.The delegation from China are seeing / see the Chairman the following Monday


2.The marketing department have decided on their travel plans for the next month... 3The trains are delayed because of bad weather,so...


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