Unit 12（课件）- 《实用商务英语写作》同步教学（东南大学版·2017）

Unit 12 Questionnaire Tasks 1. Introduction 2. Layout 3. Principles 4. Samples 5. Exercises 6. Case study Introduction Questionnaire is used to gather information on customers’ needs, preferences, or their comments on the products or services. A questionnaire consists of a series of questions on a topic or several topics The questions include open-ended questions and close-ended questions. Questions should be brief, clear and easy to answer. Layout 1) Giving instructions 2) Raising questions 3) Expressing appreciation 1) Giving instructions The instructions on how to fill in the questionnaire and information on how to return the questionnaire will be stated. 2) Raising questions It is the body of a questionnaire, in which a series of questions will be asked either in open-ended format or close-ended format. 3) Expressing appreciation In a questionnaire, appreciation should be expressed to the respondents. Principles 1) Avoid questions beyond the respondents’ capabilities. 2) Avoid ambiguous and confusing questions. 3) Avoid double questions in the same sentence. 4) Avoid leading questions which have already suggested the desired answer. 5) Avoid negative or double negative statements. 6) Give all the possible alternatives for closed-ended questions. 7) Put closed-ended questions before open-ended questions. Sample – A questionnaire on customers’ satisfaction In order to offer you better service and make our quality, shipment, and service best match your needs, we designed this questionnaire. Please tick the box and provide your comments or suggestion. We will listen to your opinion with an open mind. Please mail it back to us using the enclosed envelope. Product quality： 1. Which do you value most when you purchase a good quality product? □ product itself □ company reputation □ company strength □ company after-sale service 2. Are you satisfied with our design? □ very satisfied □