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  • Today I'm going to look at the results of our customer survey. First I'll go through

  • the survey questions, then summarise the results, and finally I'll outline the conclusions.

  • After that, there'll be time for questions and discussion. So, let's start with the survey

  • questions.

  • Turning to the results, as you can see from the diagram, most people decided what to buy

  • when they saw the product at the showroom. About one third made their decision based

  • on what the salesperson said. The others knew what they wanted to buy already. Most of those

  • made their decision on the recommendation of a friend. Only a few said they relied on

  • advertising.

  • Let's move on to the conclusions. The first one is that it's very important that salespeople

  • on the floor know about our products. Another is that after-sales service is critical. People

  • who experience good after-sales service are more likely to recommend a brand. And finally,

  • advertising - it's expensive, so we need to make sure we're getting results.

  • In today's program, we look again at a presentation. Tan is presenting the results of a survey.

  • Let's see how he does it. How does Tan start his presentation?

  • Today I'm going to look at the results of our customer survey.

  • When giving a presentation it's important to state clearly what you are going to talk

  • about at the beginning. What is your topic?

  • For this, Tan uses the future tense, "I'm going to". He could also have said, "I will".

  • And instead of 'look at' he could have used other words:

  • examine analyse

  • review discuss

  • After introducing the topic, what does Tan do next?

  • First I'll go through the survey questions, then summarise the results, and finally I'll

  • outline the conclusions.

  • After that, there'll be time for questions and discussion.

  • Tan outlines the structure of his presentation. There were three parts. Notice how he signals

  • this by using sequencing words: first, then, and finally.

  • The structure of his talk is: Introduction, then part 1, survey questions

  • part 2, survey results part 3, survey conclusions

  • There's one more sequencing signal in his introduction. Did you hear it?

  • After that, there'll be time for questions and discussion.

  • Even though Tan said 'finally' he would talk about conclusions, he has something 'after

  • that'. This is because the questions are not part of his presentation. He's telling his

  • audience that after he's talked about conclusions, it will be time to ask questions.

  • So sequencing words are very useful - they tell your audience how many parts are in your

  • talk - and they can signal when you are moving from one topic to the next one. Sequencing

  • words are words like firstly, secondly, thirdly, then, next, finally, after that, following

  • that, and later on. Another type of signal can be used to show you are moving from one

  • part of your talk to another.

  • Here are three that Tan uses - practise them with him.

  • So, let's start with the questions

  • Turning to the results

  • Let's move on to the conclusions When we speak in English, pauses and intonation

  • are as important as the words we use - because they help people understand. Listen:

  • Let's move on to the conclusions. The first one is that it's very important that salespeople

  • on the floor know about our products. Another is that after-sales service is critical.

  • Without pauses or intonation, it's much harder to understand - and it sounds boring. Let's

  • add pauses. Let's move on to the conclusions.

  • The first one is that it's very important

  • that salespeople on the floor know about our products.

  • Another is that after-sales service is critical. Pauses should come between sentences - here.

  • But you'll notice small pauses in the middle of sentences - after phrases. These help the

  • listener to follow what is being said.

  • Now we add intonation and stress. Let's move on to the conclusions. The first

  • one is that it's very important that salespeople on the floor know about our products. Another

  • is that after-sales service is critical. Intonation is the way we pronounce sentences.

  • Note the downward intonation at the end of sentences, "Let's move on to the conclusions",

  • "about our products", "After sales service is critical."

  • Stress occurs in words, and sentences. In words, one syllable is stressed. The wrong

  • stress makes it hard to understand. So: conclusion, not conclusion

  • products, not products

  • Even more important in speaking, is to stress the important words in a sentence. This helps

  • the meaning of what you are saying - it gives emphasis.

  • So Tan says, "Let's move on to the conclusions," stressing 'conclusions' because it's the key

  • word in this sentence. The other words stressed are the key words for understanding.

  • Let's listen to Tan once more, noting the pauses, intonation, word and sentence stress.

  • Let's move on to the conclusions. The first one is that it's very important that salespeople

  • on the floor know about our products. Another is that after-sales service is critical.

  • Let's look at the diagram, and how we can describe numbers, or statistics.

  • First, Tan says, "most people decided what to buy at the showroom".

  • Because more people decided at the showroom than at home, we can say most,

  • the majority, or over half.

  • To describe people deciding at home, which is less than fifty percent, we could say a

  • minority or less than half .

  • Looking at the reasons for decisions, we are comparing four groups of people. We can use

  • descriptive words such as many, some, a few. And we can say the greatest number or the

  • highest percentage .

  • The greatest number of people went by the salesperson's recommendation.

  • We could say only a few relied on advertising.

  • And we can use words like approximately, about, nearly, over and under.

  • approximately one third about a quarter

  • over a quarter under a third

  • Finally, let's look at Tan's conclusions. The first one is that it's important that

  • salespeople on the floor know about our products. Another is that after-sales service is critical.

  • People who experience good after-sales service are more likely to recommend a brand. And

  • finally, advertising - it's expensive, so we need to make sure we're getting results.

  • Notice again how Tan uses signals for his conclusions. His audience can clearly hear

  • that there are three.

  • He says: the first one

  • another and finally

  • Notice also how Tan uses adjectives to make his points. You shouldn't use the same words

  • all the time.

  • What are the adjectives? They are important, critical and expensive.

  • So, to summarise: State your topic.

  • Outline the structure of your presentation. Use signalling and sequencing words.

  • Pay attention to intonation and stress. Use descriptive words and adjectives, not

  • just numbers. And in conclusion, that's all today on The

  • Business of English.

Today I'm going to look at the results of our customer survey. First I'll go through

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英語のビジネス 第9話「お客様アンケート (The Business of English - Episode 9: A customer survey)

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    Ching Hung Lin に公開 2021 年 01 月 14 日
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