1、Unit 10,Questionnaire,问卷调查,Could you name some kinds of Questionnaire?,marketing questionnaire 市场问卷调查 training questionnaire 培训问卷调查 parents questionnaire 家长问卷调查 education questionnaire 教育问卷调查 teacher questionnaire 教师问卷调查 psychology questionnaire心理问卷调查,But how can we learn about the customers needs?,
2、By different kinds of surveys or interviews!,Surveys and interview,postal survey,street survey,Telephone survey,website survey,doorstep interview,Tell some ways of questionnaire 问卷调查方法,Telephone survey Personal interview(face to face) E-mail survey,Activity 2,Set large answer organs organization,inf
3、ormation surveys tools personal,Activity 3,1. F 2. T 3. T 4. T 5. T,Activity 5,Introduction, firm, reasons, Qualify, Check,appointment, choices, personal, Validate,Basic Structure of a Telephone Survey,Title1) introduce yourself and the company you represented2) Why this call is made (purpose 目的)3)
4、Make sure the person is the right one before doing the interview4) Check if the interview can be done5) If not, check if an appointment can be made,Content Respondents personal data1) Name2) Address3) Phone number of the respondent Validate data1) Interviewers name, date, time2) Validators name, dat
5、e of signing,Key words of Part 2,1. (1) represent V.代表conduct a survey 进行调查(2) after-sale service 售后服务Registration records 注册记录(5) exact time 准确时间 2. replace V. 代替Definitely 肯定Skip V.跳到,dealer 经销商dealership 汽车专卖店 purchase = buy n.购买 probe V. 探索Probe for specific reasons探究具体的原因 make n. = brand 品牌 Mod
6、el series 系列 rate 评分,Activity 6,Keys: 1. Title (1) Introduce yourself and the company you represented. (2) Why this call is made. (3) Make sure the person is the right one before doing the survey. (4) Check if the interview can be done. (5) If not, check if an appointment can be made. 2. Content: 3.
7、 Respondents personal data: 4. Validate data,Grammar P157表达请求和允许,Would you mind (not) doing sth? Would /Could/Can/Will you do sth? Would you mind if I +一般过去时 May/Could/Can I do sth?,Activity 7,1. Would you mind my opening the window? 2. Would you do the exercises by yourself please? 3. Would you min
8、d if I came to the party late? 4. Would you mind not speaking fast? 5. May I take your order?,1.Would /Could you call the doctor?,2.Could /Can/ Would you buy some medicine?,3.Could / Can you go walking?,4. Would you mind helping me/giving me a hand?,5.Would you mind if I opened the window?,6.Could /
9、 Would/ Can you lend me the textbook?Could / Would/ Can I borrow your textbook?,7. Would you mind if I went shopping?,8.May I help you?,Activity 8,Activity 9,1. a) Hello / Good day. b) representing c) are conducting / are doing / are carrying out d) Registration records / Registration information e)
10、 terminate / end interview / stop; f) appointment; g) exact / precise; 2. a) to replace / replacing / to change / changing b) Definitely c) skip to / go to d) Definitely not / Certainly not / Surely not e) Skip to / Go to f) dealer g) purchased / bought,h) probe for / ask for / search for / investig
11、ate i) make / brand j) series k) Make / Brand l) Series m) rate / rank / evaluate / grade n) rate / rank / evaluate / grade o) rating / ranking 3. a) Address / Add. b) Telephone No. 4. Interviewers name,Activity 10,1. (1) (3) Hello, I am Zhang Ping representing Linn Company. We are conducting a surv
12、ey on our companys products and after-sale service. Registration records show that (4) May I ask you several questions now or should I call back later? 2. 1a. When it comes time to replace your Accord 2.3x with another car1b. Would you use the same dealer from whom you purchased your present car?,Pr
13、obe for specified reasons. 2a. How would you rate the service of the dealership where you bought your car? 2b. Why did you give the dealers service this rating? 3. (2) Address / Add. (3) Tel / Telephone 4. (1) Interviewers name (2) Time finished / Time used,Activity 11,telephone Study Customer Servi
14、ceHello, I am Jessica Clinton representing HedyComputer Company. We are conducting asurvey on our companys products and after-sale service. Registration records show that you own a Hedy P4-588 PC. Is that correct? Yes No (terminate) May I ask you several questions now or should I call back later? _
15、(Write down the exact time),1a. When it comes time to replace your Hedy P4-588 with another PC, how likely will it be with another Hedy product? Would you say: (Read choices aloud and check one box). DefinitelyVery likely (Ask 1a, then skip to 2a.)Somewhat likely Not very likely (Skip to 1c.)Definit
16、ely not,1b. Would you use the same dealer from whom you purchased your present computer? Yes No 1c. What are the most important reasons why you are unlikely to purchase another Hedy? (Probe for specific reasons.)_1d. What make and model series do you think you would most likely buy? Make: _ Series:_
17、,2a. How would you rate the service of the dealership where you bought your PC? Would you rate it: (Read choices aloud and check one box.) Excellent Good Fair Poor 2b. Why did you give the dealers service this rating? (Probe for specific reasons.) _Mr. / Mrs. / Ms _ Add.: / Address: _ Telephone No.:
18、 _Interviewers name:_ Date:_ Time used: _ Validated by:_ Date: _,Basic Structure of a Personal Interview,Title1) introduce yourself and the company you represented2) state the purpose 目的 (making a study).3) ask the respondent to answer your questions politely.,ContentAsk series of questions closely
19、related to the research. Respondents personal data1) Respondents age2) Gender3) Date of the interview4) Interviewers name,Personal Interview,Sample P162,跟踪调查问卷 （1）您好！我是，代表指数调查公司。 （2）我们正在这个地区进行一项调查。 （3）我想问您几个问题。 此调查是关于饮料的。 首先，当您想到饮料时，第一个进入您脑海的是什么名字？,您还想到什么名字？（深入探究）还有其他吗？ 您在过去的15天里看到过或听到过什么饮料品牌吗？ （对于每
20、个提到的品牌）广告说了什么，展示了什么？ （深入探究）还有其他的吗？ 如果有的话，您在过去的15天里买过什么品牌的饮料？,Keys to Activity 12 1. Title (1) Introduce yourself and the company you represented (2) State the purpose (3) Ask the respondent to answer your questions Content: Ask series of questions closely related to the research. 3. Respondents pers
21、onal data: (1) Respondents age (2) Gender (3) Date of the interview (4) Interviewers name,Keys to Activity 15 1. Tracking Study Questionnaire / Tracking Survey Questionnaire (1) from / representing (2) study / survey / research area / region 2. a. think of c. seen heard d. mentioned / referred to,3.
22、 age group (2) Sex / Gender (4) Interviewer signature / Interviewer signed,Keys to Activity 16 1. (1) Hello! I am / Good morning! I am / Good afternoon! I am / Good evening! I am (2) We are making a study in this area, and I would like to ask a few questions. / We are doing a survey in this area, an
23、d I would like to ask a few questions. / We are making a research in this area, and (3) I would like to ask a few questions.,What other names / brands come to your mind? (Probe) Are there any others? c. What brand of beverage have you seen or heard advertised in the past 15 days? / What brand of bev
24、erage have you seen or heard advertised during the past 15 days? / What beverage brand have you seen or heard advertised in the past 15 days?,d. (For each one mentioned) What did this advertisement say or show? (Probe) Can you give more information? / (Probe)Was there anything else? e. What brand, i
25、f any, of beverage have you bought within the past 15 days? / What brand, if any, of beverage have you bought in the past 15 days? / What brand, if any, of beverage have you bought during the past 15 days?,What age group should I put in? (Read each group until respondent replies.) (Interviewer, plea
26、se record.) Gender of respondent. (2) Male; Female; (3) Date of interview / Interview date (4) Interviewers signature / Signature of interviewer / Interviewer signed,Activity 17,Hello! I am from Precise Research / Good morning! I am from Precise Research. We are making a study in this area, and I wo
27、uld like to ask a few questions.,Tracking Study Questionnaire,This happens to be about mobile phones. / This is about mobile phones. _ First, when you think of mobile phones, what is the first brand that comes to your mind? _ b. What other names come to your mind? (Probe) Are there any others? _,c.
28、What brand of cell phones have you seen or heard advertised in the past 3 months? _ d. (For each one mentioned) What did this advertising say or show? _(Probe) Was there anything else? / (Probe) Can you give more information? _,f. What brand, if any, of mobile phone have you bought within the past 3
29、 months? / What brand, if any, of mobile phone have you bought in the past 3 months? / What brand, if any, of mobile phone have you bought during the past 3 months?,What age group should I put in? (Read each group until respondent replies.) (1) Under 18 18-25 25-30 30-40 40-50 50 or over (Interviewe
30、r, please record.) Sex of respondent. (2) Male Female (3) Date of interview : _ (4) Interviewers signature: _,Grammar P165,表达能力和愿望,1.can(not) / be able to + do 2.could(not) / be able to + do 3. should (not) / ought (not) to + do,1. He can swim ten miles a day.,2.Peter ought to give up smoking.,3. Th
31、ey should arrive at any minute.,4. I was not able to get home early because of the heavy snow.,5. She could not speak as loud as her mother does.,Avtivity 13,I could not /was not able to tell what is carbonated fruit beverage until I see the ads.of pal.,2.Now I can tell the difference between carbon
32、ated fruit beverage and fruit juice beverage as I have seen the advertisement of Pal. I can try it later.,Activity 14,3. I could not lose weight, and I could not find any clothes that fit me well.,4. Now I can lift 300 pounds with one hand, and I can put on many clothes.,Part 4 E-mail Survey key wor
33、ds,1. (4) care about = pay attention to(5) fail to = cant enough to (6) as well as = while(7) brief = short(8) sendat Email address 2. c. adequate = enough, sufficient e. fair = averagef. courteous = polite, graciousg. below average 低于平均水平 3. (1) feedback 反馈,顾客满意度调查 尊敬的顾客： 谢谢您在Carol&Bill 商店购物。因为我们很关
34、心您对本店的产品和服务的满意程度，所以希望了解我们什么时候没有达到您的期望，而什么时候又做得比较好。请您花少许时间完成这张简短的调查，以便我们了解我们的表现如何。请您做完后发回我们的邮箱。,Sample P169,a.您已经在我店有多长的购物史了？ 刚开始 不到一年 一年以上 b.您经常在我们店购物吗？ 一周一次或两次 一个月一次或两次 其他：多久一次？ c.当您来购物时能够找到足够的停车位吗？ 能够 不能够 d.您能够在我店找到喜欢的商品、以及所需的商 品尺寸和品牌吗？ 能够 不能够如果不能，请说明希望我们进货的商品和品牌。,e. 请根据以下项目我店评分优 良 中 低于期望值 差 针对个人的
35、服务 商品质量 价格竞争力 方便程度 f.我们的销售人员都总是有礼貌和训练有素的吗？ 是 不是 g.总的来说，您如何评价在Carol&Bill 商店购物的经历？ 优 良 一般 较低 差,h.如果您在我店的购物过程中有任何不满，请告知我们。针对您在前面的不满之处，我们可以打电话向您进一步了解情况吗？ 可以 不可以 感谢您抽空为我们提供了这些反馈。请留下您的姓名、电话号码和地址。 姓名：地址： 电话：,(1) Company name (2) Title (3) Salutation (4) Thanks (5) Reason for the questionnaire (6) Request f
36、or answering the questionnaire (7) Return email address. 2、Content:Get the information you want by asking logical questions well organized in advance. 3、Closing: (1) Thanks for answering the questionnaire (2) Ask for customer contact information (3) Name, address, phone,Activity 18,1. satisfaction;
37、fail to / cannot / are not able to / are unable to complete / finish / fill in / answer brief / short 2. c. adequate / enough / sufficient space / area d. products / goods / commodities e. features / characteristics,Activity 19,f. courteous / polite / gracious professional / well-trained / qualified
38、 h. unsatisfactory / discontenting 3. taking time feedback Name Address: / Add.: Phone: / Phone No.: / Tel.: / Telephone: / Telephone No.:,Easy- Customer Satisfaction Survey Dear Customer, / Dear Sir or Madam, Thank you for shopping at easy-. Because we care about your satisfaction with our products
39、 and services, we want to know when we fail to meet your expectations as well as when we do well. Please take a moment to complete this brief survey to let us know how we are doing. Please send it back to us at marketeasy- after you finish.,Activity 21,How long have you been shopping with us? / How
40、long have you been shopping at easy-O? Just started Less than half a year More than half a year b. Do you shop with us often? Once or twice a week Once or twice a month Other: how often? _ c. Do you think our trading process is easy? Yes No,d. Do you find the products, product sizes and brands you l
41、ike at our web site? Yes NoIf no, what products or brands would you like for us to stock?_ e. Please rate us on the following web site features. Excellent Good Fair Below expectation Very poor Personal service Product quality Competitive price ,f. Overall, how do you rate your shopping experiences w
42、ith Easy-? Excellent Good Average Below average Poor g. If any part of your visit to our web site was unsatisfactory, we want to know about it. If any of your responses above indicated dissatisfaction, may we call to ask further questions? Yes No,Thank you for taking time to provide this feedback to us. Please write down your name, telephone and address. Name: _ Address: / Add.: _ Phone: / Phone No.: _,Divide yourselves in different groups. Lets do a questionnaire.,
