... 3 4 5 9 12 14 15 16 2. General country information 3. Structure of the 10 steps professional selling sales cycle 4. Professional selling behavior in Spain according to the 10 steps 6. Conclusion 7. Sources 8. Appendices 5. The unique characteristics of the Spanish (selling) business culture The 10 step selling process refers to a sequential series of actions by the salesperson that leads towards the customer taking a desired action and ends with a follow-‐up to ensure purchase satisfaction. We will provide the reader with a thorough understanding of the 10 steps of the professional selling sales cycle and will apply this to the 3 1. Introduction...
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...NORGES HANDELSHØYSKOLE Bergen, June 2008 Business Analysis and Valuation of Vodafone Group Iryna Saplitsa Supervisor: Tore Leite NORGES HANDELSHØYSKOLE This thesis was written as a part of the Master of Science in Economics and Business Administration program ‐ Major in International Business. Neither the institution, nor the advisor is responsible for the theories and methods used, or the results and conclusions drawn, through the approval of this thesis. 2 Acknowledgments This thesis is written in conjunction with my final semester as a Master student at the Norwegian School of Economics and Business Administration. The process of completing this paper has been both rewarding as well as challenging. I would like to express my sincere gratitude towards a person that has been very helpful in finalizing this thesis. My academic advisor, Associate Professor Tore Leite, deserves special thanks for his support and guidance through the challenges of applying financial theory into practice. I am very grateful for his invaluable help, all constructive comments and timely recommendations. Iryna Saplitsa Bergen, June 2008 3 Executive Summary Every asset, both financial and real, has a value. The main factor of successful investments and management of these assets is in the understanding not only what the value is, but the source ...
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...A03-04-0011 Delta Air Lines: The Latin America Contact Center Decision PY In early September 2000, Mary Smith, Delta Air Lines’ Regional Director of Reservations for Latin America and the Caribbean, glanced over her notes one more time. Delta had decided to consolidate all of its reservations offices in Latin America into a single Latin America Contact Center. Now it was up to her to recommend a country location for this $3–4 million investment. Gail Childs, her immediate supervisor and General Manager for International Reservations, would want her report soon in order to get the final go-ahead from Delta’s CEO. Although a number of countries were possible options, Mary reviewed again the pros and cons for Mexico, Chile, and Argentina. CO The Internationalization of Customer Service NO T By 2000, telephone customer service was growing rapidly throughout the world. Many companies chose to outsource their telephone customer service operations to outside call centers; others kept such operations in-house. Other than locating call centers, also known as contact centers, within a region to be closer to customers, the principal reason for U.S. companies to move telephone customer service outside of the United States was to reduce costs. Because labor costs constituted between 60–80% of a call center’s operating expenses,1 airlines, computer firms, credit card companies, and others that used telephone customer service extensively were moving these...
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...Report 2014 SMART CITY EXPO WORLD CONGRESS 1 SCEWC 2014 5 2 Exhibition Global Partners Supporting Institutions Hosted by Organized by 3 Smart City Plaza Call for Solutions Partners’ Solutions Report 2014 10 12 16 18 18 20 22 24 4 Smart Activities Brokerage Event 1st Smart Cities Investment Forum Job Marketplace Smart City Open Innovation Marketplace SynergyS Internet of Things Big Bang Data Exhibition 26 28 28 29 29 29 30 30 5 Side Events CitiSense City Innovation Summit Rural Smart Grids 32 34 34 34 6 Cities and Countries 36 7 World Smart Cities Awards City Award Project Award Innovative Initiative Award Award Ceremony 40 42 42 42 43 8 Congress Keynotes Plenary Sessions Parallel Sessions 44 48 52 60 SMART CITY EXPO WORLD CONGRESS Beyond urban growth Rethinking the future city Smart City Expo World Congress (SCEWC) has become the leading event in the smart city industry. The 2014 edition recorded its best-ever figures with 10,838 visitors, 3,661 delegates, 275 exhibitors and 370 speakers coming from 92 countries and 440 cities to share the latest thinking on current and future issues related to urban growth. They all met and networked in a 20,000 m2 venue divided into two distinct areas: The exhibition area, which was the global marketplace ...
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...MARCH 19, 2012 Teens, Smartphones & Texting Texting volume is up while the frequency of voice calling is down. About one in four teens say they own smartphones. Amanda Lenhart Senior Research Specialist, Pew Internet Project Pew Research Center’s Internet & American Life Project 1615 L St., NW – Suite 700 Washington, D.C. 20036 Phone: 202-419-4500 http://pewinternet.org/Reports/2012/Teens-and-smartphones.aspx Summary of findings The volume of texting among teens has risen from 50 texts a day in 2009 to 60 texts for the median teen text user. Older teens, boys, and blacks are leading the increase. Texting is the dominant daily mode of communication between teens and all those with whom they communicate. The typical American teen is sending and receiving a greater number of texts than in 2009. Overall, 75% of all teens text. Here are the key findings about the role of texting in teens’ lives: The median number of texts (i.e. the midpoint user in our sample) sent on a typical day by teens 12-17 rose from 50 in 2009 to 60 in 2011. Much of this increase occurred among older teens ages 14-17, who went from a median of 60 texts a day to a median of 100 two years later. Boys of all ages also increased their texting volume from a median of 30 texts daily in 2009 to 50 texts in 2011. Black teens showed an increase of a median of 60 texts per day to 80. Older girls remain the most enthusiastic texters, with a median of 100 texts a day in 2011, compared with 50 for boys...
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...Faculty of Business Studies Module: Presentation and Communication Skills Examiner: Dipl. Ök. Marina Alvares-Wegner The BRIC countries Leslie Authier Matr. No.: 7007017 E-Mail: leslieauthier@orange.fr Diana Carolina Ramirez R. Matr. No.: 7004479 E-Mail: dianacarolina_puebla@yahoo.de Maya Höpfner Matr. No.: 7003768 E-Mail: maya.hoepfner@googlemail.com Table of content 1 Introduction...................................................................................................... 2 2 The Federative Republic of Brazil .................................................................... 3 2.1 General information on the Federative Republic of Brazil....................... 3 2.2 Brazil’s connection with the European Union.......................................... 4 2.3 Brazil’s financial situation........................................................................ 5 2.4 Brazil’s imports and exports.................................................................... 6 2.5 Brazil’s leading companies ..................................................................... 9 3 The Russian Federation................................................................................. 10 3.1 General information on the Russian Federation ................................... 10 3.2 Russia’s connection with the European Union...................................... 11 3.3 Russia’s financial situation.................................................................... 12 3.4 Russia’s imports...
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...Public Relations Cases This collection of contemporary international public relations case studies is an invaluable resource for teachers, researchers and students working in public relations, corporate communications and public affairs, as well as offering practitioners an indepth understanding of the effective use of public relations in a range of organizational contexts. Including cases from the UK, Norway, Sweden, Spain, South Africa, Canada and the USA, with a focus on such global corporations as Shell, BBC America, Worldcom, PriceWaterhouseCoopers and Marks & Spencer, it offers important insights into the development of public relations and communications strategies. These include: • • • • • • • • Corporate identity change and management Global reputation management Crisis management in the oil, shipping and tourism industries Developing strategic alliances between voluntary and private sector organizations Public relations support for international branding and market entry The importance of internal communications during international mergers The integration of public relations and marketing communications Business-to-business communication The cases examined in this book demonstrate the breadth of contemporary public relations practice and the increasing importance of the public relations function in both public and private sector organizations worldwide. Danny Moss is Co-Director of the Centre for Corporate and Public Affairs at the Manchester Metropolitan University...
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...Unclassified DSTI/ICCP/TISP(2005)12/FINAL Organisation de Coopération et de Développement Economiques Organisation for Economic Co-operation and Development 07-Apr-2006 ___________________________________________________________________________________________ English - Or. English DIRECTORATE FOR SCIENCE, TECHNOLOGY AND INDUSTRY COMMITTEE FOR INFORMATION, COMPUTER AND COMMUNICATIONS POLICY DSTI/ICCP/TISP(2005)12/FINAL Unclassified Working Party on Telecommunication and Information Services Policies MULTIPLE PLAY: PRICING AND POLICY TRENDS English - Or. English JT03207142 Document complet disponible sur OLIS dans son format d'origine Complete document available on OLIS in its original format DSTI/ICCP/TISP(2005)12/FINAL FOREWORD This report was presented to the Working Party on Telecommunication and Information Services Policies in December 2005 and was declassified by the Committee for Information, Computer and Communications Policy in March 2006. The report was prepared by Mr. Yoshikazu Okamoto and Mr. Taylor Reynolds of the OECD’s Directorate for Science, Technology and Industry. It is published under the responsibility of the SecretaryGeneral of the OECD. © OECD/OCDE 2006 2 DSTI/ICCP/TISP(2005)12/FINAL TABLE OF CONTENTS MAIN POINTS.............................................................................................................................................. 6 Regulatory issues.....................
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...[pic] Universidad de la Cuenca del Plata SEDE FORMOSA FACULTAD DE CIENCIA ECONOMICAS CARRERA : CONTADOR Glosario Inglés-Español de términos específicos utilizados en economía, finanzas, negocios, mercadeo, bancos y empresas. [pic] PROF. ADJUNTA: LIC. ALICIA ALEJANDRA MOLINA INGLES III- COMISIÓN “U” PRIMER CUATRIMESTRE - AÑO 2011 PREFACIO El ámbito de la contabilidad posmodernista, exige emplear términos adecuados, imprescindibles, para mantenerse actualizados Hoy, en una reunión de negocios o en plena clase universitaria, pueden escucharse vocablos contables en inglés cuyo alcance y significado se desconocen, ya sea en la práctica o en el uso coloquial. En esta industria dinámica, es de suma importancia comprender el significado exacto de estas palabras y su correcta aplicación para elevar el nivel de conocimiento del profesional. Ahora bien, ya sea un estudiante de ciencias económicas, un contador de una gran empresa o cualquier persona con trato frecuente con contadores, encontrará en este GLOSARIO BILINGÜE de Términos Contables una invalorable ayuda ya que ofrece los vocablos de negocios más utilizados, incluyendo terminologías de gestión , financiera y comercial. Además, la obra reúne también gran cantidad de términos...
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...economic, social and environmental performance Evolution of the main indicators 2011 Turnover (in millions of euros) Sales 2010 13,793 12,527 Results and cash flow (in millions of euros) Operating profit (EBITDA) Operating profit (EBIT) Net income Net income attributable to the parent company Cash flow 3,258 2,522 1,946 1,932 2,613 2,966 2,290 1,741 1,732 2,540 Financial and management ratios ROE ROCE 28% 37% 30% 39% Other relevant information Number of stores Net openings Number of markets with commercial presence Number of employees % men/women Overall energy consumtion (Tj) Number of suppliers Social investment (in millions of euros) 5,527 483 82 109,512 20.5/79.5% 3,381 1,398 14 5,044 437 77 100,138 19.5/80.5% 3,230 1,337 11 Highlights Sales 13,793 12,527 9,435 10,407 11,048 10,000 7,500 15,000 12,500 5,000 2,500 0 2007 2008 2009 2010 2011 Sales by geographical Rest of Europe 45% Spain 25% America Asia and the rest of the 12% world 18% Net profit 2,500 1,946 1,741 1,258 1,262 1,322 2,000 1,500 1,000 500 0 2007 2008 2009 2010 2011 Number of employees 0 20,000 40,000 60,000 80,000 100,000 120,000 2011 2010 2009 2008 2007 79,517 109,512 100,138 92,301 89,112 Inditex´s Annual Report addresses its economic, social and environmental performance for the purposes of achieving the maximum transparency in its relationship with all...
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...Market Data / Supplier Selection / Event Presentations / Best Practice / Template Files / Trends & Innovation Online Reputation and Buzz Monitoring Buyer's Guide 2010 Online Reputation and Buzz Monitoring Buyer's Guide 2010 Published April 2010 All rights reserved. No part of this publication may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopy, recording or any information storage and retrieval system, without prior permission in writing from the publisher. Copyright © Econsultancy.com Ltd 2010 Econsultancy 4th Floor, The Corner 91-93 Farringdon Road London EC1M 3LN United Kingdom Econsultancy New York 41 East 11th St., 11th Floor New York, NY 10003 United States Telephone: +1 212 699 3626 http://econsultancy.com help@econsultancy.com Telephone: +44 (0) 20 7269 1450 Contents 1. Introduction ..................................................................... 1 1.1. About Econsultancy ..................................................................... 1 2. Executive Summary ......................................................... 2 3. Market trends .................................................................. 4 3.1. 3.2. 3.3. 3.4. 3.5. 3.6. 3.7. Market set for strong growth as rise of social media increases importance of online reputation ................................. 4 Buzz monitoring becomes a hygiene factor for businesses seeking to manage risk .........................
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...Chapter 1 Ethical Reasoning: Implications for Accounting Ethics Reflection PENN STATE CHILD ABUSE SCANDAL: A CULTURE OF INDIFFERENCE What motivates an otherwise ethical person to do the wrong thing when faced with an ethical dilemma? Why did Joe Paterno and administrators at Penn State University look the other way and fail to act on irrefutable evidence that former assistant football coach Jerry Sandusky had raped and molested young boys, an offense for which Sandusky currently is serving a 30- to 60-year sentence? According to the independent report by Louis Freeh that investigated the sexual abuse, four of the most powerful people at Penn State, including president Graham Spanier, athletic director Timothy Curley, senior vice president Gary Schultz, and head football coach Joe Paterno, sheltered a child predator harming children for over a decade by concealing Sandusky’s activities from the board of trustees, the university community, and authorities. The Freeh report characterizes the inactions as lacking empathy for the victims by failing to inquire as to their safety and wellbeing. Not only that, but they exposed the first abused child to additional harm by alerting Sandusky, who was the only one who knew the child’s identity, of what assistant coach Mike McQueary saw in the shower on the night of February 9, 2001.1 McQueary testified at the June 2012 trial of Sandusky that when he was a graduate assistant, he walked into the locker room and heard sounds of slapping...
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...S T R A T E G Y – II S T R A T E G Y – II S T R A T E G Y – II S T R A T E G Y – II S T R A T E G Y – II www.ibscdc.org 1 Transformation Corporate Transformation Korean Air: Chairman/CEO Yang-Ho Cho’s Radical Transformation A series of fatal accidents, coupled with operational inefficiencies snowballed Korean Air into troubled times. Then, at the beginning of the 21st century, its CEO/ Chairman, Yang-Ho Cho undertook various transformation initiatives - for instance, improving service quality and safety standards, technology integration, upgrading pilot training, better business focus; putting in place a professional management team, improving corporate image through sponsorship marketing, etc. He gave a new corporate direction in the form of '10,10,10' goal. However, Korean Air is held up by a slew of challenges. Among which are inefficiencies of - Chaebol system of management, possible clash of its cargo business with its own shipping company, limited focus on the domestic market and growing competition from LCCs. How would Korean Air manage growth as a family-owned conglomerate? The case offers enriching scope for analysing a family business’s turnaround strategies, with all the legacy costs involved. Pedagogical Objectives • To discuss the (operational) dynamics of Korean Chaebols - their influence/ effects on the country’s industrial sector and the economy as a whole • To analyse how family-owned businesses manage the transition phase - from a supplier-driven...
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...3G Mobile Licensing Policy: From GSM To IMT-2000 - A Comparative Analysis This case has been prepared by Audrey Selian , ITU. 3G Mobile Licensing Policy: GSM Case Study is part of a series of Telecommunication Case Studies produced under the New Initiatives program of the Office of the Secretary General of the International Telecommunication Union (ITU). The author wishes to acknowledge the valuable guidance and direction of Tim Kelly and Fabio Leite of the ITU in the development of this study. The 3G case studies program is managed by Lara Srivastava and under the direction of Ben Petrazzini . Country case studies on 3G, including Sweden, Japan, China & Hong Kong SAR, Chile, Venezuela, and Ghana can be found at . The opinions expressed in this study are those of the author and do not necessarily reflect the views of the International Telecommunication Union, its membership or the GSM Association. TABLE OF CONTENTS: 1 Introduction 6 1.1 The Generations of Mobile Networks 7 2 A Look Back at GSM 10 2.1 GSM Technology 10 2.2 The History of GSM 11 2.2.1 Conference Des Administrations Europeans des Posts et Telecommunications (CEPT) 12 2.2.2 The European Commission and the Memorandum of Understanding 13 2.2.3 European Telecommunications Standards Institute (ETSI) 14 2.2.4 The “Frequency Band” Obstacle Course 14 2.2.5 The Conclusion of the Interstate Bargain 15 ...
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...3G MOBILE LICENSING POLICY: FROM GSM TO IMT-2000 A COMPARATIVE ANALYSIS GSM Case Study This case has been prepared by Audrey Selian , ITU. 3G Mobile Licensing Policy: GSM Case Study is part of a series of Telecommunication Case Studies produced under the New Initiatives program of the Office of the Secretary General of the International Telecommunication Union (ITU). The author wishes to acknowledge the valuable guidance and direction of Tim Kelly and Fabio Leite of the ITU in the development of this study. The 3G case studies program is managed by Lara Srivastava and under the direction of Ben Petrazzini . Country case studies on 3G, including Sweden, Japan, China & Hong Kong SAR, Chile, Venezuela, and Ghana can be found at . The opinions expressed in this study are those of the author and do not necessarily reflect the views of the International Telecommunication Union, its membership or the GSM Association. 2 GSM Case Study TABLE OF CONTENTS: 1 2 Introduction................................................................................................................................................ 6 1.1 2.1 2.2 2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.2.6 2.2.7 2.3 2.3.1 2.3.2 2.4 2.4.1 3 3.1 3.1.1 3.1.2 3.1.3 3.2 3.3 3.4 3.4.1 3.5 3.6 3.6.1 3.6.2 3.6.3 4 4.1 4.1.1 4.1.2 4.1.3 4.1.4 The Generations of Mobile Networks................................................................................................ 7 GSM Technology.....................................
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