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Softskill : 2nd Task Of Bussines English

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2nd TASK OF BUSSINESS ENGLISH



ARRAGED BY :

1.     ANGGY RINTIKE            (20217772)
2.     LUTFIAH FARIDA          (23217368)
3.     REBECCA MANALU      (25217010)
4.     RIZQ ALMAAS A.           (25217366)
5.     SUSI AGUSTINA            (25217807)

3EB15



SUBJECT  : BUSSINESS ENGLISH 1 #
LECTURER  : WAHYU BUDI


FACULTY OF ECONOMICS
GUNADARMA UNIVERSITY
PTA 2019/2020






1. HOW TO INTRODUCE NEW PRODUCTS AND THE LEVEL OF DEVELOPMENT

a.       Example of product report
·      EXECUTIVE SUMMERY
   This project is about super deluxe burger combo developed by BURGER FUEL named as “RICHIE FREAKOUT “as Richie is New Zealand rugby team captain and is well known personality all over. When we heard his name Words like passion, energy, power, effectiveness strike in our mind. This combo meal include flat bread bun having different variety of meat. Will be given with energy drink rather than soft drink. The need to introduce this is as young generation intake energy drink a lot and consumption of healthy energy giving product is more so by providing this combo we will likely to target the young teen which play crucial role in our store as more than 50% of sale is dependent on them. The need to introduce this burger is as customer are more demanding and need innovation in product by introducing new flat bread bun this deluxe combo with energy drink make customer attracted.

·      INTRODUCTION
Burger Fuel is a New Zealand owned chain of burger restaurants with 52 locations around the world including 46 locations in New Zealand.it is high energy burger brand that experience huge success in Middle East and now exposing growing market in New Zealand. Burger fuel is leading top brand in food market now a days. Burger fuel is well known KIWI brand as it known for its specialaiolisauce, freshness, taste.
As it is very interesting to know that 31 March 2013 resulted in a profit of $1,098,294. This was a 55% increase in the profit from that of previous year of the $708,360.
Which result in total sale of $ 49.3M in current year. Making it compare with last year there is increase of 29.2% in total sale of burger fuel which is huge achievement. (annual report burger fuel 2013, 2013)

·      IDEA OF THE SUPER DELUXE COMBO
New burger fuel super deluxe burger combo name as “RICHIE FREAKOUT” is going to be introduced in young market era where people are mainly concern with intake of energy, healthy and nutritious diet.
This deluxe combo will be provided with ENERGY DRINK and also the combo will have flat bread. Burger fuel try to focus on each and every people in market now a days youngster have more intake of energy drink. As now all people are concern with health issue new flat bread bun in introduced which is oil free with no fat. We try to focus young generation as in past few years are sale likely to increase due to variety we provide to them.

·      COMPETITOR
As we have new super deluxe combo which is different from offering of different competitor but still we have competitor in market:
o   Subway
o   Burger King
o   McDonalds
But since we having number of competitor but idea to introduce flat bread bun and energy drink with combo meal is likely to be new.

·      TARGET MARKET
By introducing this super deluxe burger combo burger fuel try to target young generation as they play crucial role for each and every company. As we look profits of burger fuel from past few years. According to annual report of burger fuel up to financial year 31 March 2013 has again demonstrated a significant improvement in his performance. The small chain of business continue to grow and is becoming stronger both in local and international market
As at 31 March 2013 there were 44 Burger Fuel outlets operating and the Group has Considerable Young generation like the different combo meals offer by burger fuel.

·      SEGEMENT PROFITABILITY
As our product price are generally high as we offer quality product. But keeping in mind combo is designed for young generation price is likely to be moderate will be provided with addition deal on Weekends. Increasing sale by giving additional sale make sale to go high and will increase profit margin.

·      POSITIONING OF THE PRODUCT
 As most of business can’t afford investing of thousands of dollars in advertising and promotion every month as it is going to increase price of product as we are introducing new super deluxe combo meal at reasonable price. By spending more on advertisement will likely to increase combo price so by making new pamphlets of store different combo highlighting super deluxe deal in beginning will make people to know about product and also we will able to introduce our other combo through it.

·      PRODUCT
The product involves all its particular features and benefits. It can be seen from the Salad Cream campaign that a decision was taken not to alter the taste of salad cream and only to change the bottle shape and packaging. Hence, the product aspect of the marketing mix was left relatively unchanged.
In the case of Salad Cream the price aspects of the mix were altered: price was increased, because focus group research supported the view that a price increase in Salad Cream would be acceptable to consumers. Promotion aspects were considerably changed. The advertising and promotional campaigns described above were extensive. Finally, place within the marketing mix was also unchanged in terms of the places where consumers could buy Salad Cream. No new sales outlets or distribution points were suggested by the campaign team.

·      PRICE
Price is one of most important element which create sales revenue, price of product is important determinant of value of sale made. Price is determined by market forces in accordance with time and circumstances. Deluxe combo must be introduced keeping in mind the total cost and market trend prevailing in market.

·      PROMOTION
Promotion is business communication it will provide information that will assist customer to buy. However successful promotion will result in increase in sales. By making well designed pamphlet highlighting super deluxe combo will likely to attract the people which is good for company. Other method which can be used for introducing are:
o   Radio and television
o   Poster and media
o   Internet sites
o   Promotion campaigns

·      PLACE
Product placement also known as product brand by which product is integrated in marketing practises. Marketing practise such as advertising, promotion brand name, package and other. In product placement
The audience involve get to know about the product. By advertising super deluxe combo in television in between movies interval people will do come to know we must have to pay attention toward our combo layout

·      DIFFERENTIATION
Richie freakout is different from that of other combo deal which is being provided in store as combo come up with:
o   Flat bread bun
o   Energy drink

·      BUSINESS STRATEGY
Launching a new thing requires addressing the four marketing pillars of price, product, promotion and place of sale. To analyse each of these areas, we need to examine strengths, weaknesses, opportunities and threats to help minimizing our risks and maximize our resources before we run our promotion activities.

·      STRENGTHS
The combo we introducing it satisfy the need and demand of young generation as combo is designed according to their preferences and recommendation given by them. We manage to provide this combo with basic price out profitability will be quite less in accordance with out combo we provide but this deluxe combo will attract wide range of people which is good for us.

·      WEAKNESSES
A weakness is related with unnecessary things that happen. We must be prepare with the any short coming arise or any problem face during the process. We had to pay attention toward cost involve as we specialise in providing fresh.

·      OPPORTUNITIES
As we introducing new deluxe combo it will give great opportunities. As we coming up with new upcoming this will create great opportunities as they will attract number of youth which will create demand not for this but for overall combo. As we having lower overhead costs than a mature competitor, we might be able to price our self more competitively.

·      THREATS
Once we enter the market place, our competitors will likely to react. One of the biggest threats we face is our competition prevailing in market. We must have our backup plans for your pricing, promotion and distribution channels so that we can respond to competitor changes taking place.

·      CONCLUSION
o   This case study has examined burger fuel ability to use innovation in developed market place. There is need to innovate efforts in expanding market. The case study include some elements like
o   Demand and preferences of customer to identify market opportunity
o   Product innovation
Introducing this super deluxe combo will create great opportunity this will not only give company a competitive advantage but will give sustained advantage to increase profitability. Hence if super deluxe combo is introduced it will build a strong relationship with our young generation.

·      RECOMMEDATIONS
o  First of all there must be proper stock of raw material as we deal in serving fresh meals
o  Manager must forecast sale of store and must have estimated stock
o  As we know providing energy drink there must proper set up of machinery to serve it.

b.      Conversation of product introduction
A: Hello Sir, welcome to our store.
B: Thank you.
A: How can I help you, Sir?
B: Actually, I’m planning to buy an air conditioner, so could you please help me with that?
A: Sure, Sir. Could you please specify me the brand so that I can be more transparent with the details?
B: I am using Daikin AC these days but I’m not satisfied with the service.
A: You should try the Sharp air conditioner. It’s already in high demand.
B: What kind of service does it offer?
A: In Sharp air conditioner, you will get a two-year warranty. It also has five free services. The installation is free. The maintenance is also taken care by the company.
B: That’s perfect.
A: Sir, where do you want to install the air conditioner?
B: In the bedroom.
A: Sure.
B: Could you please tell me the price of this air conditioner and the payment method?
A: It will cost you around $150 including the service tax. And you can pay either by card or cash.
B: Perfect, I would like to pay by card.
A: Sure, Sir. Let’s complete the transaction.
B: Okay.



2.      EXPLAINING THE DESCRIPTION OF A JOB AND HOW TO DELEGATE JOB TO OTHERS
a.       Telling Job & Education Background in CV
What needs to be underlined is, make sure the background about ourselves that will be told is related to the work we seek. Save the discussion that is not relevant in advance, as interesting as that, so that the agency is able to foster confidence in us to take the position chosen with the skills we have. And it helps us pay attention to the following things:
  1. Avoid inappropriate or informal language such as slang or technical jargon.
  2. Use sentences that are effective, informative and not wordy.
  3.  Pay attention to the accuracy of spelling, grammar, and punctuation in the job application letter made. If it contains an error, it is very likely that the application will end up in the trash.
  4. Mention where you got information about the job opening.
The following are some examples that can be used as a reference:
I am a Communications graduate of the Hasanuddin University with several years of working experience as a Public Relation Staff gained from a non-governmental agency in my hometown, Kendari. I am writing to apply for the position of Executive Assistant posted on your official site on 23 February 2017. This position particularly interests me because it would enable me to make full use of my administrative and organizational skills. I have well-developed both written and oral communication skills that can be very useful in carrying out the duties for the position.

(Saya adalah Sarjana Komunikasi lulusan Universitas Hasanuddin dengan pengalaman kerja sebagai Staff Humas di sebuah instansi swasta di kota asal saya, Kendari. Saya menulis untuk melamar pekerjaan di posisi Asisten Eksekutif yang dipublikasikan di situs resmi perusahaan anda pada tanggal 23 Februari 2017. Posisi ini menarik bagi saya sebab akan membuat saya memanfaatkan ketrampilan administratif dan organisasi saya dengan penuh. Saya memiliki ketrampilan komunikasi secara tertulis dan lisan yang baik yang akan sangat bermanfaat untuk memenuhi tugas jabatan tersebut.)

I have read from your advertisement at JobsDB that your company is looking for employees to hold some position. And I am interested in applying as a Service Consultant. My name is Ikbal Alfaris, I am twenty years old. I am a student at University of Surabaya, majoring in Law and have already been in my seventh semester. I consider myself that I have the qualifications as required. I have good motivation for growing, eager to learn, and can work in team and individually. Besides that, I have fair communication skill in English, both oral and written.

(Saya telah membaca iklan di JobsDB bahwa perusahaan anda sedang mencari karyawan untuk mengisi suatu jabatan. Dan saya tertarik melamar sebagai Konsultan Pelayanan. Nama saya Ikbal Alfaris, saya berusia dua puluh tahun. Saya adalah mahasiswa di Universitas Surabaya, jurusan Hukum, dan sudah berada di semester ke tujuh. Saya menganggap diri saya memiliki kualifikasi yang disyaratkan. Saya memiliki motivasi yang baik untuk berkembang, semangat belajar, dan dapat bekerja dalam tim maupun secara individu. Di samping itu saya memiliki ketrampilan bahasa Inggris yang baik, lisan maupun tertulis.)

b. How to describe the job
·         Introducing Your Job
First of all, before sharing our work with others, we must first know the phrases in English that are used to ask questions about work. These phrases include:
-          What do you do?
-          What do you do for a living?
-          What sort/ kind of work do you do?
If someone asks us to use the phrase above, it means that person wants to know our work. To answer this, we can start with patterned phrases such as:
-          I’m a/an + pekerjaan.
-          I work in + bidang pekerjaan/ tempat bekerja/ departmen pekerjaan.
-          I work for + perusahaan atau institusi tempat bekerja.
-          I work as + pekerjaan.
Here are a few examples:
-          I’m an attorney.
-          I work in digital marketing.
-          I work in high school.
-          I work for an online media.
-          I work for Bank Indonesia.
-          I work as a teacher.
Note: We can directly mention the name of the company or institution where we work by using the pattern "I work for + company name." With a note that the company or institution where we work is a company or institution that is quite well-known among the general public.

·         Describing Your Company
We can describe the company we work for when we talk about our work. There are several phrases that can be used to describe the company where we work, including:
-          The company is based in + kota atau negara perusahaan berada.
-          It is located in + lokasi perusahaan.
-          The company was founded in + tahun didirikannya perusahaan.
-          It is a multinational/ local company.
-          It is a start-up company.
-          It is a private/ public company.
-          The company distributes/ sells/ produces/ provides + produk perusahaan.
We can also use the relative pronoun "that" or "which" to describe the company where it works, for example: I am a lawyer. I work in the Criminal Law department of a private law firm which is based in New York.

·         Describing Your Job Responsibilities
When sharing our work with new people, just mentioning the type of work and where we work is enough. However, both of these will not be enough if our purpose in describing work is for a job interview or for an English proficiency test. For this reason, try to add more detail when describing your work for these goals. One detail that can be added is a description of our work responsibilities or duties. The following are some phrases that can be used to describe the tasks that we have to do while working:
-          I have to . . .
-          I’m responsible for . . .
-          My role is . . .
-          My responsibilities include . . .
-          I handle . . .
-          I deal with . . .
-          I work with . . .
-          Most of my time is spent . . .
Contoh: I’m a lawyer. I handle clients who are facing criminal charge. I’m responsible for assisting them in all stages of the criminal process. Most of my time is spent doing preparation for a trial, including gathering information, reviewing documents, and doing some paperwork.

·         Saying How You Feel About Your Job
We can also add our opinions or feelings to our work to make the job descriptions we make sound more interesting and more detailed. To do this we can use several adjectives to describe how we feel about our work. The adjectives used can be either positive or negative. There are several positive adjectives that can be used to describe our feelings towards our work, including:
-       Stimulating
-       Challenging
-       Satisfying
-       Rewarding
-       Creative
-       Fun
Whereas the negative adjectives include:
-       Exhausting
-       Boring
-       Tiring
-       Stressful
-       Soul-destroying



3.      CUSTOMER SERVICE
a.       Responding complaints
Complaints from customers is one thing that is commonly accepted for every business owner. If seen from the point of view of the customers who filed complaints mostly because they were not satisfied with a product that was bought or a service that they think is less than optimal. From the side of customers who feel disadvantaged, they will certainly file a claim with the company that has made them disappointed.
 If seen from the side of the company that receives complaints from these customers, it can actually be used as a positive entry, inevitably in the future must provide more optimal service to minimize complaints from other customers. Things we must do if there are customer complaints:
·         Stay polite and friendly : The consumer is 'king', Give your customers the opportunity to make all their complaints, and don't cut off their conversation before everything is conveyed.
·         Correct what the problem is : Look deeper into what caused your customer to make that complaint. This can be caused by several factors. But sometimes there are also complaints that are deliberately made by consumers to attract other benefits. From the results of the analysis you can be used as your response and evaluation in the future.
·         Apologize based on empathy : Apologize in advance even though you don't agree with the complaint. That way, you have at least given a deep understanding to customers, that you are committed to finding solutions for them. Express your apologies and empathy with the movements of your hands and eyes. This will separate emotions and problems.
·         Immediately possible to solve the problem : So that the problem does not drag on, immediately to solve the existing problems. Because you certainly cannot continue to focus on facing just one customer. If it is not resolved quickly you will feel burdened for the future. Sometimes this is quite burdensome for you when you have to re-fund or compensate customers for 'losses'. But this will not be a problem, if you later see the effects in the future. Customers who have felt helped before if they were satisfied of course the effect they will recommend your company to their other friends. Do everything that can accommodate all the complaints. This will show your commitment to solving the problem properly. Sometimes this feels unfair, but rest assured, it's better to save your business than withstand a little 'loss' because of a customer's complaint.
·         Evaluation : Of all the customers who submit your complaints, they should be able to be made as a meaningful input. Fixing any gaps in your company that will allow your business to run better in the future.

Example conversation of customer complain:
A: “I am sorry to bother you. I have received my order number 0085, but it seems like the piece of clothes that I ordered isn’t the same with the one I got this morning.”
B: “Hello, thank you for calling. I’m really sorry for the inconvenience. Can you tell me again the order number?”
A: “It is 0085, under the name Jeeva.”
B: “Right, I got the order history here. I’m afraid there might be an understanding between the shipping and order division. They sent you the 0086 package.”
A: “This is ridiculously wrong. I need to wear that shirt tonight. Can you help me with this?”
B: “But our shipping period is two days.”
A: “Excuse me, I understood that hence I ordered this since a week ago. But this is unacceptable; it’s not my fault either. I understand that it’s not your fault. But as the representative, please be responsible.”
B: “Sure. We will arrange one-day service to send you the right package right away. I assume it will arrive in your order no more than 5 pm today.”
A: “Thank you.”


b.      Provide comparison of products and services
The following are the main differences between goods and services:
1.    Goods are commodities or products that are ready to be purchased by customers at a certain price, while Services (services) are benefits or facilities provided by other parties.
2.    Goods are something tangible or tangible (tangiable) that is something that can be seen or touched, while services (services) are products that are intangible (intangiable).
3.    When a customer purchases an item at a certain price, ownership of the item will change hands from the seller to the buyer. Conversely, ownership of services or services is non-transferable.
4.    It is difficult to evaluate services or services because each service provider has a different approach in implementing services so it is difficult to judge which service is better. While the evaluation of goods is relatively easier to do.
5.    Goods can be returned or exchanged if it does not match what is desired. However, services or services may not be returned or exchanged if they have been provided.
6.    Goods can be stored for future use, but services or services are very time-bound and cannot be stored as inventory.
7.    Goods are produced first then traded and finally consumed. Whereas services or services are produced and consumed at the same time.
8.    Goods can be separated from the means of production after becoming a finished product, while services or services can not be separated from the supplier.


c.    Give as well as asked for suggestions
·      Definition of Asking Giving Suggestion
Asking and Giving Suggestion are English phrases used to express how to ask and give advice to others.
·      Forms of Expression
In this section some expressions are given and explained which can be used to express ways of asking and giving advice to others;

1.    Asking Suggestion (Meminta Saran)
-        What should I do? (Apa yang haru aku lakukan?)
-        Do you have any ideas? (Apakah kamu mempunyai ide?)
-        Do you have any suggestions for me? (Apakah kamu mempunyai saran untukku?)
-        Can you tell me what I should do? (Bisakah kamu katakan apa yang harus aku lakukan)
-        Do you have any advice for me? (Apakah kamu  punya nasihat untukku?)
-        Will you give me some suggestion, please? (Maukah kamu memberikanku beberapa saran?)
-        Any idea? (ada ide?)
-        Can you give me some advice about…? (Dapatkah kamu memberikanku beberapa nasihat tentang…)
-        What do you recommend………? (Apa yang dapat kamu rekomendasikan?)
-        Please tell me what should I do? (Kumohon katakan padaku apa yang harus aku lakukan?)

2.       Giving Suggestion (Memberi Saran)
-       You should…
-       You need/ought to…
-       You had better…
-       You ought to…
-       I think you should….
-       I advise you to…
-       I suggest you to…
-       I suggest that you….
-       I recommend you to…
-       Maybe you should….

Besides some of the Asking and Giving Suggestion expressions above, below there are also responses (responses) that are often used in English lessons. Examples of responses below can be used if someone gives a suggestion, there is a possibility that the person rejects or accepts the suggestion (agree / disagree);
1.    Agreeing (Ungkapan setuju dengan saran diberikan)
• I agree with you. (saya setuju denganmu)
• I think you’re right. (m kenurutku kamu benar)
• I think so. (saya sependapat)
• That’s a good idea. (itu ide yang bagus)
• That’s right. (ya itu benar)
• Thanks. I’ll ttr your advice. (Terima kasih. Saya akan mencoba saran kamu)
• That sounds great. (kedengaranya ide bagus)

2.    Disagreeing (ungkapan tidak/kurang seuju dengan saran yang diberikan)
• No, I don’t think so. (Tidak, Saya tidak sependapat tentang itu)
• I disagree with you. (Saya tidak setuju denganmu)
• That’s not a good idea. (Itu bukan ide yang baik)
• I understand your point, but I think…. (Saya mengerti pendapatmu, tapi menurutku…)

Short conversation about Asking and Giving Suggestion :
Conversation 1 :
Servant : Hello! How are you doing?
Linda : Fine, thank you. Can I see a menu, please?
Servant : Certainly, here you are.
Linda : Thanks. What’s special today?
Servant : Spicy grilled chicken with some cheese.
Linda : That sounds good. I’ll have that.
Servant : Would you like something to drink?
Linda : Yes, I’d like an orange juice.
Servant : Here you are. Enjoy your meal!
Linda : Thank you.
Servant : Can I bring you anything else?
Linda : No, thanks. I’d like the bill, please.
Servant : That’ll be Rp 97,000.00.
Linda : Here you are. Keep the change!
Servant : Thank you. Have a nice day!
Linda : Thanks, you too. Bye!

Conversation 2 :
Mr. Daruken: Hi Leppo…?
Mr. Leppo: Hi Daruken…
Mr. Daruken: Why you look sad?
Mr. Leppo: I am confused?
Mr. Daruken: Why confused? Do you have a problem?
Mr. Leppo: I haven’t been able to pay the school administration. Do you have any advice to me?
Mr. Daruken: I think, you should ask dispensation to the school
Mr. Leppo: it’s good idea. Thanks Daruken…
Mr. Daruken: you’re welcome



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