Examen National du Brevet de Technicien Supérieur Page

Session de mai 2016

Centre National de l'Evaluation, des Examens
1
et de l’Orientation Sujet 5
Toutes les filières du BTS Commercial
Filière: Durée: 2 Heures
(MT- PME- CG- TC- MC- GA)

Épreuve de: La langue Anglaise Coefficient: 10

NEGOTIATING

1. James has been doing business with companies in several different countries for roughly twenty five
years. He said:”I generally find that there are no great problems in negotiating with people from
different cultures as long as I find some common understanding or link”. This is usually not hard to do
and really applies to any business context irrespective of the people involved.

2. Obviously, it helps if you have done your homework previously and have a good knowledge of the
company you are dealing with. It is also useful to meet socially beforehand, just to break the ice and
create a positive atmosphere.

3. When initiating a negotiation, I first point out the goal I am aiming for and the various options to
achieve this goal. Then I highlight the best option and explain the reasons for it. This clarifies the
situation for the other party and helps them to decide what is missing from their side, so they can
reconsider a point. It benefits both parties to be open and straightforward.

4. Encouraging clarification on both sides helps to create a healthy atmosphere in which everyone’s
considerations are viewed as important. In this way, you are more likely to reach an agreement. I also
think that flexibility is very important. You have to be prepared to make some concessions, which will
ultimately benefit everyone. It is also a question of not misleading the other party and building up trust.

5. I don’t support rushing headlong into a negotiation. I think you get better results by moving slowly
forwards at a methodical pace. I don’t view aggressive behaviour as being at all helpful, as it destroys
trust and leaves very little room to manoeuvre.

6. I know that for some business people, it is important not to appear too keen or to play your cards at
once or even to make the other side show its cards before you do. However, in my view, if you rely on
this sort of strategy, you are taking unnecessary risks. It makes no real sense to hide things or not to ask
for what you really want. Moreover, I actually believe that a successful negotiation should leave all
parties satisfied, so that everyone comes out as a winner.

I. COMPREHENSION 14 POINTS
A. Are these statements true or false? Justify your answer: 3 points
1. Mutual understanding facilitates negotiation among people from different cultures. ___________
….……………………………………………………………………………………………………………
2. In negotiations, deceiving the other party is a good strategy. ____________
………………………………………………………………………………………………………………
3. According to James, there should be no loser in any negotiation. ____________
………………………………………………………………………………………………………………
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B. Answer these questions: 3 points
1. What are the two steps followed by James when starting a negotiation?
a. ………………………………………………………………………………………………………
b. ……………………………………………………………………………………..………………
2. Why is it advisable for a negotiator not to behave aggressively?
……………………………………………………………………………………………………………

C. Complete these sentences from the text: 2 points

1. To meet socially in advance helps in ………………………………………..………………………….
2. An agreement is achieved thanks to .……………………………………..………….……….…………

D. Find in the text words that mean the same as: 3 points
1. approximately (paragraph 1) : …………………..…………
2. attain (paragraph 3) : ……………………………..
3. plan (paragraph 6) : ……………………………..

E. What do the underlined words in the text refer to? 3 points

1. it (paragraph 3) : ……………………………..
2. which (paragraph 4) : …………………………….
3. its (paragraph 6) : …………………………..…

II. LANGUAGE 14 POINTS

A. Rewrite these sentences as suggested: 3 points

1. The accountant made serious mistakes. So the manager dismissed him.
 If …………………………………………………………………………………………………..……
2. The company offers good perks to the best employees.
 Good perks ………………………………………………………………………………………………
3. “We must change the company’s policy.”
 The board of directors said ………………………………………………………………………….…..

B. Circle the correct answer: 2 points

1. Our consultant advised us ……………..our policy.
a. to change b. changing c. not change d. change
2. The manager ……………..salaries after the firm had made high profits.
a. has increased b. increased c. had increased d. didn’t increase

C. Complete these sentences with the right words from the list: 5 points

approach / deficit / distribution / receipt / workload / loan

1. Logistics deals with the shipment and the…………………………………of goods.

2. Many of Manal’s colleagues are off sick, so she has a heavy…………………..……….…
3. Keep this …………………..….. as a guarantee for your purchases in case of any problem.
4. The company’s high spending results in a serious…………………………………….…..
5. In order to set up a business, some young entrepreneurs get a ………………………..from the bank.
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D. Match the words with their definitions: 4 points

1. customers A. exclusive right 1. ……….

2. trade mark B. a company or person that sells in small quantities. 2. ….……
3. order C. buildings and land owned by a company 3. …..…...
4. patent D. owners of shares 4. ………
5. premises E. factories 5. …….…
6. plants F. clients 6. ….……
7. shareholders G. special symbol used to represent a product. 7. ……….
8. retail H. request for goods or services 8. ……….

III Communication 12 points

A. Complete the following telephone conversation: 4 points

Secretary : Sahara Electronics, Hiba speaking ……….…………………………………………?

Adam : Yes, please. Could you…………………………….…… to your manager?
Secretary : I am sorry, ……………………………………..at the moment.
………………………………………………………… a message?
Adam : Could you please tell him that Mr. Adam from Omega Company called?
I will call him later. Bye
Secretary : OK Sir, bye.

B. Writing : 8 points

You are Ahmed Alaoui, the supplier at Onitec Technologies 112, avenue Nahda Erfoud , Errachidia .
You received this letter of complaint from Sara Fatih, 22 avenue Almajd, Hassan, Rabat.
Read it and write a reply.

Dear Sir or Madam,

This morning,we received a consignment of printers from you, order N° SN206.
On unpacking the boxes, we noticed that the printers were damaged. Could you please
arrange to send a replacement order as soon as possible and arrange to collect the damaged
goods?
We hope, we will not have to pay for this.

Yours faithfully,
Sara Fatih

Make sure you include the following :

-Thank her for the letter.

-Apologise for the problem.
-Agree to replace the damaged goods.
-Offer to collect the damaged goods at no extra cost.
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