UNIT 2

BUYING AND SELLING ONLINE

2.1 Buyers and sellers:

A person or organization that buys something is a buyer or purchaser. These words also
describe someone in a company who is responsible for buying goods that the company
uses or sells. These people are also buying managers or purchasing managers. A person
or organization that sells something is a seller. In some contexts, for example selling
property, they are referred to as the vendor. People selling things in the street are street
vendors.

People who buy 'everyday' services such as train travel or telephone services are called
customers. You can also talk about the users or end-users of a product or service, who
may not be the people who actually buy it. For example, when a company buys computers
for its staff to use, the staff is the end-users.

People who buy products or services for their own use are consumers, especially when
considered as members of large groups of people buying things in advanced economies.

BUYING THINGS ONLINE (ONLINE SHOPPING VOCABULARY) 1

CHOOSE THE MORE NATURAL-SOUNDING OPTION: 

1. Do you send your products ________? (=to a foreign country)

   abroad

   by courier

2. Most people use ________ to ensure quick and efficient delivery. 

   carriers

   couriers

3. When will the books be ________? = When will I get the books?

   Delivered

   sent

4. I ________ your package at the post office three days ago.

    put

   dropped off
5. The item is in ________ (= perfect) condition).

   mint

   fair
6. I haven't received your ________ for the item. 

   pay

   payment

7. Is there a ________ number for the shipment?

   retail

   reference

8. Where can I buy ________ insurance?

   ship

   shipping

9. I'm a little ________ because I've had bad experiences with buying things online.

   cautious

   callous

10. I checked my email, but I haven't received a ________ from you.

   passage

   confirmation

BUYING THINGS ONLINE (ONLINE SHOPPING VOCABULARY) 2 

CHOOSE THE MORE NATURAL-SOUNDING OPTION: 

1. Do you have this shirt in a bigger ________? 

   area

   size

2. Why is this item so much more ________ than the other one? 

   expensive

   cost
3. Can you ________ that I will receive the item by next Friday?

   warrantee

   guarantee

4. Is the item ________ in any way?

   damaging

   damaged

5. I'll have to ________ (= check) that.

   verify

   prove

6. I'll ________ (= contact you) by the end of the day. 

   get you back

   get back to you

7. Unfortunately, that item is ________.

   sold-out

   outsold

8. Do you only accept payment ________ PayPal?

   through

   in

9. I feel a little uneasy about ________ my credit card information.

   donating

   sharing

10. I'm sorry for not ________. I was very busy.

   talking

   responding

SELLING ON LINE VOCABULARY

Word Meaning
after sales service Service that continues after the sale of a product (maintenance,
etc.)
agent Person or company that acts for another and provides a
specified service.
B2B e-commerce Business to business e-commerce: use of commercial networks,
online product catalogues and other online resources to obtain
better prices and reach new customers.
B2C e-commerce Business to consumer e-commerce:
online sale of goods and services directly to consumers.
benchmarking Comparing one's products to those of competitors in order to
improve quality and performance.
buyer 1) Any person who makes a purchase.
2) A person employed to choose and buy stock for a company.
cash refund offer Offer to pay back part of the purchase price of a product to
customers who send a "proof of purchase" to the manufacturer.
chain store Two or more shops or outlets that have the same owner and sell
similar lines of merchandise.
client A person who buys services or advice from a lawyer, an
accountant or other professional.
close Finalize a sale or deal.
convenience store Small shop located near a residential area that opens long
hours, seven days a week.
coupon Certificate that gives customers a saving when they purchase a
specific product.
deal A business transaction.
department store A large shop or store that carries a wide variety of product lines.
direct investment Entering a foreign market by setting up assembly or
manufacturing facilities in that country.
discount A reduction in price.
e-commerce Buying and selling by electronic means, primarily on the internet.
e-marketing Promotion of products and services over the internet.
extranet Network that connects a company with its suppliers and
distributors
follow-up Maintain contact after the sale to ensure customer satisfaction.
franchise Association between a manufacturer or wholesaler (franchiser)
and an independent business person (franchisee) who buys the
right to own and operate a unit in the franchise system.
guarantee A promise that product will be repaired or replaced if faulty.
intranet A network that connects people to each other within a company.
joint venture A way of entering a foreign market by joining with a foreign
company to manufacture or market a product or service.
market leader The company with the largest market share in an industry.
mark up Percentage of the price added to the cost to reach a selling
price.
opinion leader Person with a reference, who, because of competence,
knowledge, or other characteristics, exerts influence on others.
packaging Designing and producing the container or wrapper for a product.
product line A group of products that are closely related.
prospect A potential customer.
representative A person who represents and sells for a company.
retail To sell in small quantities, as in a shop, directly to customers.
shopping centre Group of shops developed and managed as a unit.
telephone marketing Using the telephone to sell directly to customers.
trade fair An exhibition at which companies in a specific industry can show
or demonstrate their products.
viral marketing The internet version of word-of-mouth marketing - email
messages that customers pass on to friends.
wholesale To sell goods and services to those buying for resale (e.g. a
shop) or for business use.
   

2.2 MODAL VERBS

(MUST, HAVE TO, SHOULD AND NEED, NEEDN´T, NEED TO)

Exercise in class:
HOMEWORK
2.3 HOW TO IMPROVE NEGOTIATION SKILLS TO REACH AN ANGREEMENT

What does negotiation mean?

Negotiation is a method by which people settle differences. It is a process by which

compromise or agreement is reached while avoiding argument and dispute.

In any disagreement, individuals understandably aim to achieve the best possible outcome
for their position (or perhaps an organization they represent). However, the principles of
fairness, seeking mutual benefit and maintaining a relationship are the keys to a
successful outcome.

Specific forms of negotiation are used in many situations: international affairs, the legal
system, government, industrial disputes or domestic relationships as examples. However,
general negotiation skills can be learned and applied in a wide range of activities. 
Negotiation skills can be of great benefit in resolving any differences that arise between
you and others.
Stages of Negotiation
In order to achieve a desirable outcome, it may be useful to follow a structured approach
to negotiation. For example, in a work situation a meeting may need to be arranged in
which all parties involved can come together.
The process of negotiation includes the following stages:

1. Preparation
2. Discussion
3. Clarification of goals
4. Negotiate towards a Win-Win outcome
5. Agreement

1. PREPARATION
This stage involves ensuring all the pertinent facts of the situation are known in order to
clarify your own position.  In the work for example , this would include knowing the ‘rules’
of your organization, to whom help is given, when help is not felt appropriate and the
grounds for such refusals.  Your organization may well have policies to which you can
refer in preparation for the negotiation.
Undertaking preparation before discussing the disagreement will help to avoid further
conflict and unnecessarily wasting time during the meeting.

2. DISCUSSION
Key skills during this stage include questioning, listening and clarifying. Sometimes it is
helpful to take notes during the discussion stage to record all points put forward in case
there is need for further clarification.  It is extremely important to listen, as when
disagreement takes place it is easy to make the mistake of saying too much and listening
too little.  Each side should have an equal opportunity to present their case.

3. CLARIFYING GOALS
Through the clarification it is often possible to identify or establish some common grounds.
Clarification is an essential part of the negotiation process, without it misunderstandings
are likely to occur which may cause problems and barriers to reaching a beneficial
outcome.

4. NEGOTIATE TOWARDS A WIN-WIN OUTCOME

Effective negotiation helps you to resolve situations conflictive. The aim of win-win
negotiation is to find a solution that is acceptable to both parties, and leaves both parties
feeling that they´ve won, in some way after the event.

5. AGREEMENT

Agreement can be achieved once understanding of both sides’ viewpoints and interests
have been considered. It is essential for everybody involved to keep an open mind in order
to achieve an acceptable solution.  Any agreement needs to be made perfectly clear so
that both sides know what has been decided.

Informal Negotiation

There are times when there is a need to negotiate more informally.  At such times, when a
difference of opinion arises, it might not be possible or appropriate to go through the
stages set out above in a formal manner. 

Nevertheless, remembering the key points in the stages of formal negotiation may be very
helpful in a variety of informal situations. In any negotiation, the following three elements
are important and likely to affect the ultimate outcome of the negotiation:
1.-Attitudes
2.-Knowledge
3.-Interpersonal Skills

1.-Attitudes: All negotiation is strongly influenced by underlying attitudes to the process

itself, for example attitudes to the issues and personalities involved in the particular case
or attitudes linked to personal needs for recognition.
2.-Knowledge: The more knowledge you possess of the issues in question, the greater
your participation in the process of negotiation.  In other words, good preparation is
essential. Furthermore, the way issues are negotiated must be understood as negotiating
will require different methods in different situations.
3. - Interpersonal skills: Good interpersonal skills are essential for effective negotiations,
both in formal situations and in less formal negotiations. These skills include:

Effective verbal communication: Clarity of speech, remaining calm and focused, being
polite and following some basic rules of etiquette will all aid the process of verbal
communication. 

Listening: Active listening involves listening with all senses.  As well as giving full
attention to the speaker, it is important that the ‘active listener’ is also ‘seen’ to be listening
- otherwise the speaker may conclude that what they are talking about is uninteresting to
the listener.

Reducing misunderstandings is a key part of effective negotiation. Clarification is

important in many situations especially when what is being communicated is difficult in
some way. Communication can be 'difficult' for many reasons, perhaps sensitive emotions
are being discussed - or you are listening to some complex information or following
instructions.

Rapport Building: Build stronger working relationships based on mutual respect. In other
words rapport is getting on well with another person, or group of people, by having things
in common; this makes the communication process easier and usually more effective. 

Problem solving: Everybody can benefit from having good problem solving skills as we all
encounter problems on a daily basis; some of these problems are obviously more severe or
complex than others.

Decision Making: People often find it hard to make decisions - inevitably we all have to
make decisions all the time, some are more important than others.  Some people put off
making decisions by endlessly searching for more information or getting other people to
offer their recommendations. 

Assertiveness: Assertiveness is an essential skill for successful negotiation. Being

assertive can help us to feel better about ourselves - improving self-esteem and personal
confidence.

Dealing with Difficult Situations: Most people want to avoid conflict and potentially
stressful situations – this is human nature.  People often find it easier to avoid
communicating something that they think is going to be controversial or bad, putting off the
communication and letting the situation fester.