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技能大赛咨询顾问
第一部分：必答题3题
1.如何在顾客到店前做好顾客分析？
2.如何协助美容师做好顾客预约制？
3.顾客咨询接待流程的核心是什么？
第二部分：思考题5题
1.新顾客咨询接待的关键是什么？
2.如何更好的做好老顾客服务？
3.怎样与店经理及美容师在工作中有效配合？
4.顾客投诉时咨询顾问应该怎样处理？
5.如何建立规范的顾客档案？
第三部分：抢答题10题
1.咨询顾问早会重点是什么？
2.咨询顾问的销售包括哪两方面？
3.咨询顾问下班前应该协助，督促美容师完成什么？
4.咨询顾问的标准仪容仪表？
5.预约的顾客到店前咨询顾问应该做什么？
6.我们悦泰美的皇牌项目是什么？
7.沟通的第一步什么？
8.作为一名销售工作者我们首先销售的是？
9.销售八大关中的第一关是？
10.悦泰美的使命是？。
2013咨询工程师（投资）考试《现代咨询方法与实务》真题及参考答案【试题一】(20分)某市为提高“十二五”期末服务业增加值比重，提出建设快速公交走廊工程、垃圾处理场、农贸市场等一揽子投资计划，以提高公共服务水平，促进当地服务业快捷发展。
该统计覆盖的建设项目将影响全市3个区3个乡镇(街道)的5个村/社区，其他包括1个少数民族聚居区。
需要征收180亩集体土地和城镇居民房屋31700平方米，影响259户共994人；拆迁商业店铺50个，总建筑面积2800平方米。
项目单位从项目实施的必要性、有效性和经济性角度，自行对拟建项目社会稳定风险分析报告进行了评估论证，并提出了低风险的结论。
同时，要求将征地拆迁及移民安置方案分析、社会稳定风险分析作为项目可行性研究报告的独立篇章。
【问题】1．该投资计划所项目的土地，房屋征用及移民安置方案分析应重点关注哪些内容?2．列出该投资计划所含项目可能影响社会稳定的三个主要风险因素。
3．项目单位有关社会稳定风险评估的做法是否正确?说明理由。
【参考答案】1．关注：移民安置、民族矛盾、弱势群体利益、受损补偿、居民生活水平及就业、社会稳定风险；2．①少数民族聚居区;②集体土地征用;③民居及商铺拆迁补偿及移民安置；3．①自行评估论证不正确，应委托工程咨询机构论证;②评估论证不应从必要性、有效性、经济性角度展开，应对存在的风险点、风险发生的可能性及影响程度出发;③低风险应有可靠的防控措施;④设立独立篇章的做法是正确的。
【试题二】（25分）甲工程咨询单位接受委托，为某市编制国民经济和社会发展规划，提出了国内生产总值、九年制义务教育巩固率、耕地保有量、城镇登记失业率、城镇居民人均可支配收入、城镇保障性安居工程建设量等规划指示。
该市政府为了落实城镇保障性安居工程规划，改善低收入群体的居住条件，计划2013年建设10万平方米的廉租住房小区，以及小区道路和绿地等配套设施，解决2000户低收入居民的住房问题。
2013年大学生英语竞赛（NECCS）B类初赛真题试卷(题后含答案及解析)题型有：1. Listening Comperhension 2. Multiple Choice 3. Cloze 4. Reading Comperhension 5. Translation 6. IQ Test 7. Writing 8. Error CorrectionPart I Listening ComperhensionSection A听力原文：W: Sue’s ideas for her research project sound great, don’t you agree? M: I think they’re somewhat overambitious.Q: What does the man imply?1．What does the man imply?A．He’s heard about Sue’s great ideas.B．He finds some of Sue’s ideas acceptable.C．He thinks Sue’s ideas are impractical.正确答案：C解析：录音中女士对男士说“Sue对研究项目提出的想法很好，你认为呢”，男士回答道“我认为，这些想法都过于宏大”。
由此可知男士认为Sue的想法不现实，所以选C。
听力原文：M: We need to replace the glass in that picture frame before we can hang these pictures in the dormitory lobby. W: We can go to the framing shop and have it done now. Q: What are the speakers talking about?2．What are the speakers talking about?A．Hanging a picture.B．Framing a painting.C．Buying new glasses.正确答案：B解析：录音中男士提到他们需要把相框里的玻璃替换掉，才能把这些图画挂在宿舍大厅里。
案例分析2013附答案（共5则）第一篇：案例分析2013附答案2013附答案案例分析1．A向B发盘，发盘中说：“供应50台拖拉机，100匹马力，每台CIF香港3500美元，订立合同后两个月装船，不可撤销即期信用证付款，请电复。
”B收到发盘后，立即电复说：“我接受你的发盘，在订立合同后立即装船。
”但A未作任何答复。
问双方的合同是否成立?为什么?答案合同未成立。
因为合同的成立必须是一方发出实盘（要约），另一方作出有效的承诺。
在本案例中，A 发出实盘，但B的承诺不是有效的承诺，B对原发盘作出了实质性的修改，按照公约第19条规定：“表示接受的发盘如载有添加、限制或其他更改的答复，即为拒绝该发盘，并构成还盘”，所以，合同不成立。
2．CIF出口合同规定9月份装船，买方开来的信用证规定，装船时间不得迟于9月20日。
因船源关系，卖方无法在9月20日以前装船，于是立即去电要求买方将装船时间延长至10月20日，买方来电表示同意，但我方在10月15日装船完毕，持全套单据向银行办理议付时却遭银行拒付，请问这是为什么？买方同意无效。
如L/C中未规定装运期，则买方来电延长，开证行是否允许,应同时修改信用证。
3．广州伞厂与意大利客户签订了雨伞出口合同。
买方开来的信用证规定，8月份装运交货，不料7月初，该伞厂仓库失火，成品、半成品全部烧毁，以致无法交货。
请问：卖方可否援引不可抗力条款要求免交货物？首先应认定该伞厂的火灾是否属于不可抗力事故(无法预见、无法预防、无法避免、无法控制)。
如实为不可抗力，应由中国国际贸易促进委员会出具相关证明文件，根据《联合国国际货物销售合同公约》可免除责任。
4．国内某公司于1990年11月2日与伊朗签定了一份进口合同，交易条件为FOB。
后因海湾战争爆发，我方接货货轮无法驶抵伊朗，到1991年4月海湾战争结束后，我方方能派船接货，而外商以我方未能按时派船接货为由，要求我方赔偿其仓储费。
外商这一要求是否合理？为什么？不合理。
国际学校心理学竞赛试题国际学校心理学竞赛是一项旨在培养学生心理学知识、分析能力与应用技巧的学术性竞赛。
以下是一套模拟试题，供参赛学生练习使用。
一、选择题（每题2分，共20分）1. 心理学的科学方法包括观察、实验和______。
A. 调查B. 统计C. 测量D. 所有上述选项2. 弗洛伊德的精神分析理论中，人的心理结构分为三个部分，分别是本我、自我和______。
A. 社会我B. 道德我C. 超我D. 理想我3. 认知失调理论是由哪位心理学家提出的？A. 阿布拉罕·马斯洛B. 莱昂·费斯汀格C. 卡尔·罗杰斯D. 弗洛伊德4. 根据艾瑞克·埃里克森的心理社会发展理论，青春期的主要危机是______。
A. 信任与不信任B. 自主与羞耻C. 主动性与内疚D. 身份认同与角色混乱5. 以下哪个选项不是积极心理学的研究范畴？A. 幸福B. 感恩C. 压力管理D. 抑郁二、简答题（每题10分，共30分）1. 简述马斯洛的需求层次理论，并说明其在教育领域的应用。
2. 解释什么是“认知失调”，并举例说明人们如何通过改变行为或信念来减少认知失调。
3. 描述卡尔·罗杰斯的“无条件积极关注”在心理咨询中的应用及其重要性。
三、案例分析题（每题25分，共50分）1. 假设你是一名学校心理咨询师，你遇到了一位学生，他/她因为成绩下滑而感到焦虑和压力。
请分析可能的原因，并提出你的咨询策略。
2. 一个国际学校的学生群体中出现了群体性焦虑现象，学生们普遍担心自己的未来和学业表现。
作为心理学教师，你将如何设计一次团体辅导活动来缓解这种焦虑？结束语：心理学是一门探索人类行为和心理过程的科学。
通过参与国际学校心理学竞赛，学生们不仅能够加深对心理学理论的理解，还能够培养批判性思维和解决问题的能力。
希望本试题能够帮助学生更好地准备竞赛，展现自己的学术潜力。
【海外人才招聘会】贝恩刚刚出的笔试真题你看了吗？前几天Bain已经发出了笔试邀请，做完的部分同学表示已经不能再爱了，毕竟这种数一数二的咨询公司真不是那么好进的！介于大家对咨询公司笔试了解的程度还不够深，小编特来科普：麦肯锡的笔试叫做McKinsey Problem Solving Test包括3个案例，每个案例10题左右，总共30题左右。
整套题是ETS出品，一个Case的阅读量大概是1/3 A4纸，然后每道题目都会根据Case来出10道左右的问题，涉及若干计算、估计、数据图表分析、图表、判断等题目。
案例（真题）：Case 1：有一个公司要推广糖尿病药物，让大麦调查中国糖尿病治疗市场，市场调查涉及到不同城市的医生对治疗费用的看法等等。
Case 2：一个小国家想要在交通工具技术上领先于其他国家，让大麦调查交通工具的技术，交通能源技术等等；Case 3：美国某个出版集团的故事...；贝恩笔试环节和McKinsey PST类似，总共包括3个案例，25个问题以及一个描述性问题，需要一个小时内完成，顺便说一下贝恩是在2015年才有开始笔试环节的。
案例（真题）：1. Do you have any leadership experience?2. Provide one example of achieving tough goal in a team.3. What's your strengths/weaknesses?The descriptive question needs to be written within 100 to 150 words.注意：大麦和红B笔试都不让带计算机的。
上述类笔试题主要考察你的数据分析能力和business sense，这不是靠临时抱佛脚能准备出的，需要平时的积累：1）阅读casebook，比较好的有Wetfeet-Ace the case (5本)，Fuqua casebook和HBS casebook。
贝恩杯咨询案例大赛获奖作品贝恩杯咨询案例大赛获奖作品为题，列举如下10个案例：1. 咨询案例一：汽车制造行业在汽车制造行业中，一家公司面临着市场竞争激烈、成本压力大的问题。
通过贝恩咨询团队的帮助，该公司实施了全面的成本优化措施，包括供应链管理的改进、生产效率的提升等，从而在市场中取得了竞争优势。
2. 咨询案例二：零售业一家零售企业在市场竞争中逐渐失去竞争力，销售额和利润不断下滑。
通过贝恩咨询团队的分析和建议，该企业进行了品牌定位的重新调整、销售渠道的优化等策略，成功实现了业绩的逆转。
3. 咨询案例三：金融行业一家银行在数字化转型过程中遇到了一系列挑战，包括技术应用、组织变革等方面。
贝恩咨询团队为该银行提供了全面的数字化转型解决方案，并协助其进行组织架构调整和人才培养，帮助该银行成功实现了数字化转型。
4. 咨询案例四：能源行业一家能源公司在市场环境变化中面临着业务重组和盈利压力的问题。
贝恩咨询团队通过市场调研和战略分析，为该公司提供了业务重组方案和市场拓展策略，帮助其实现了业务转型和盈利增长。
5. 咨询案例五：医疗行业一家医疗机构在医疗服务质量和效率方面存在一定的问题。
贝恩咨询团队通过医疗服务流程的优化和医疗资源的合理配置，帮助该机构提高了医疗服务的质量和效率，提升了患者满意度。
6. 咨询案例六：酒店业一家酒店集团在市场扩张过程中遇到了品牌定位和运营管理方面的困境。
贝恩咨询团队通过市场调研和竞争分析，为该集团提供了品牌定位和运营管理的优化建议，帮助其在市场中取得了竞争优势。
7. 咨询案例七：电子通信行业一家电子通信公司在市场竞争中面临着技术创新和产品升级的压力。
贝恩咨询团队通过技术研发的战略规划和产品创新的推进，帮助该公司实现了技术领先和产品升级，提升了市场竞争力。
8. 咨询案例八：农业行业一家农业企业在市场营销和供应链管理方面存在一定的问题。
贝恩咨询团队通过市场调研和供应链优化，为该企业提供了市场营销和供应链管理的解决方案，帮助其实现了销售增长和成本降低。
贝恩杯案例分析大赛贝恩杯案例分析大赛是由贝恩公司主办的一项旨在挑战参赛者商业分析能力的比赛。
该比赛旨在通过真实的商业案例，考察参赛者对商业问题的分析能力、解决问题的能力以及团队合作能力。
参赛者需要通过对案例的深入分析，提出切实可行的解决方案，并通过演讲和答辩展示自己的分析思路和解决问题的能力。
在贝恩杯案例分析大赛中，参赛者需要具备扎实的商业知识和分析能力。
首先，他们需要对案例中涉及的行业背景、市场环境、竞争格局等方面有深入的了解。
其次，他们需要运用所学的商业分析工具和方法，对案例中的问题进行全面、深入的分析，找出问题的根源并提出解决方案。
最后，他们需要通过团队合作，将各自的分析成果整合，形成完整的解决方案，并通过演讲和答辩向评委展示他们的分析思路和解决问题的能力。
参加贝恩杯案例分析大赛对于参赛者来说是一次难得的机会。
首先，通过参加比赛，他们可以接触到真实的商业案例，了解行业最新的发展动态和挑战，提升自己的商业分析能力。
其次，比赛过程中需要参赛者充分发挥团队合作精神，锻炼自己的团队协作能力和沟通能力。
最后，比赛还为参赛者提供了与贝恩公司专业人士交流的机会，从专业人士的指导和建议中受益，拓展自己的人脉和职业发展机会。
在比赛中取得好成绩对于参赛者来说也是一种荣誉和肯定。
优秀的参赛者不仅可以获得奖金和奖品，还有机会获得贝恩公司的实习和就业机会。
同时，比赛成绩也会成为参赛者个人简历中的一大亮点，对于未来的求职和职业发展都将产生积极的影响。
总的来说，贝恩杯案例分析大赛是一项有益于参赛者个人成长和职业发展的比赛。
通过参加比赛，参赛者可以提升自己的商业分析能力、团队合作能力，拓展人脉，获得荣誉和奖励，为自己的未来职业发展打下坚实的基础。
因此，我相信这个比赛将会吸引越来越多优秀的参赛者的参与，也会为贝恩公司输送更多优秀的人才。
浙江省第十届大学生财会信息化竞赛初赛试题（本科组）浙江制造股份有限公司资料（说明：该案例仅供竞赛使用，不与实际企业挂钩）第一部分公司基本情况一、公司背景浙江制造股份有限公司（以下简称“公司”、“本公司”或“浙江制造”）系经浙江省股份制试点工作协调小组浙股〔1992〕第1号文批准，于1994年1月8日在浙江省工商行政管理局登记注册，取得注册号为3300001002136的《企业法人营业执照》。
公司股票已于1994年1月10日在深圳证券交易所挂牌交易，现有注册资本1,593,263,574.00元，股份总数1,593,263,574股（每股面值1元），其中有限售条件的流通股份A股3,052,668股，无限售条件的流通股份A股1,590,210,906股。
本公司属机械制造行业。
经营范围：汽车零部件及相关机电产品的开发、制造和销售，实业投资开发，金属材料、建筑材料的销售，技术咨询服务。
公司专业生产底盘及悬架系统、汽车制动系统、汽车传动系统、轮毂单元、轴承、精密件、工程机械零部件等汽车系统零部件及总成，是目前国内主要的独立汽车系统零部件专业生产基地之一。
公司2012年度纳入合并范围的子公司有25家，其中：通过设立或投资等方式取得的子公司7家；通过同一控制下企业合并取得的子公司13家；通过非同一控制下企业合并取得的子公司5家。
2012年度公司实现营业收入833,980.53万元，归属于母公司股东的净利润33,189.01万元，分别比去年增长了0.26%、-30.90%。
二、主要会计数据和财务指标三、非经常性损益项目及金额第2页，共38页四、控股股东及实际控制人情况浙江制造为民营上市公司，公司控股股东为钱塘集团公司，钱塘集团公司的实际控制人为鲁南，除浙江制造公司以外，实际控制人鲁南还拥有另3家国内上市公司的控制权。
公司与实际控制人之间的产权及控制关系如下图所示：五、公司治理（一）公司治理的基本状况报告期内，为进一步规范公司内幕信息管理行为，加强内幕信息保密工作，坚持公司信息披露的公开、公平、公正原则，根据中国证监会《关于上市公司建立内幕信息知情人登记管理制度的规定》的通知要求，结合公司实际，对公司《内幕信息知情人登记制度》进行了全面修订。
大学生英语竞赛(NECCS)A类研究生初赛真题2013年(总分145, 做题时间120分钟)Part I listening Comprehension （30 marks）Section A （5 marks）In this section， you will hear five short conversations． Each conversation will be read only once． At the end of each conversation， there will be a twenty－second pause． During the pause， read the question and the three choices marked A， B and C，and decide which is the best answer． Then mark the corresponding letter on the answer sheet with a single line through the centre．SSS_SINGLE_SEL1.Where does the dialogue probably take place?A On a train.B In a restaurant.C In a gym.分值: 1答案:A[听力原文]M: Can I help you?W: Oh, thank you. Would you mind putting my case on the rack?M: Not at all. There you are.录音中女士问男士“能帮你什么忙吗”，男士回答说“Would you mind putting my case on the rack?”(你介意帮我把箱子放在行李架上吗)，由此可推测出这个对话发生在火车上。
SSS_SINGLE_SEL2.What are the speakers talking about?A Where to have their meal.B How to make people intelligent.C The disadvantage of watching TV.分值: 1答案:C[听力原文]W: I mean, you've heard that term "couch potato". It kills the imagination.M: Oh, Come on! Well, there's no evidence to show that.W: It's obvious. People are just sitting there without being challenged intellectually.录音中女士提到一个关键词“couch potato”，随后又说道“它杀死想象力”。
贝恩杯咨询案例大赛贝恩杯咨询案例大赛贝恩杯咨询案例大赛是一项由贝恩公司主办的全球性咨询竞赛。
参赛者需要完成一个真实的咨询案例，展示他们在解决商业问题和提供战略建议方面的才能。
本文将介绍一个参赛者成功解决的咨询案例。
在这个案例中，参赛者面临的是一家软件开发公司的困境。
该公司在竞争激烈的市场中发展缓慢，利润不断下滑。
参赛者被聘请为咨询顾问，以帮助该公司改善其业绩。
参赛者首先进行了一系列的调研，了解了该公司的现状和竞争环境。
通过和公司高层和员工的面谈，以及对行业数据和市场趋势的分析，参赛者发现该公司的业绩下滑主要是由于以下几个原因：一是产品竞争力不强，二是市场定位模糊，三是内部管理不规范。
基于这些问题，参赛者提出了一系列的战略建议。
首先，参赛者建议公司加强产品研发，提高产品质量和功能，以增强竞争力。
其次，参赛者提出了一套明确的市场定位策略，帮助该公司准确定位目标客户群和市场细分。
最后，参赛者建议改善公司的内部管理，包括加强团队合作，提高员工的工作效率和满意度。
为了实施这些战略建议，参赛者制定了详细的实施计划。
他建议公司在投入大量资源之前，先进行小规模的试点项目，以验证新产品和市场定位的可行性。
参赛者还提出了一系列的绩效指标，以帮助公司评估实施效果。
通过参赛者的努力，该公司逐渐开始改善。
新产品的发布和市场定位策略的落地，帮助公司吸引了更多的客户和增加了销售额。
同时，内部管理的改善也提高了员工的工作效率和满意度，进一步推动了公司的发展。
通过这个案例，参赛者展示了他们在解决商业问题和提供战略建议方面的才能。
他们通过深入调研和分析，找出了公司的问题所在，并提出了切实可行的解决方案。
通过实施这些战略建议，他们成功地帮助了客户改善业绩，达到了预期的目标。
总的来说，贝恩杯咨询案例大赛为参赛者提供了一个展示自己才能的平台。
这种比赛不仅考验参赛者的专业能力，也对他们的创新思维和团队合作能力提出了要求。
通过参加这样的比赛，参赛者可以提升自己的专业能力，同时也为自己的职业发展增添亮点。
全国2013年10月自学考试团体咨询试卷（课程代码05628）总分 题号 一 二 三 四 五 六 核分人 题分 15 15 10 30 20 10 复查人得分一、单项选择题（共15题，每题1分，共15分）1、严重情绪障碍者，神经症患者，处于精神异常状态，或是可能表现出社会偏差行为者，他们需要的是（）1-4A.个体心理治疗B.矫治性治疗C.发展性治疗D.预防性治疗2、一般的青少年缺乏社会化的经验，在学校或社会里常发生人际关系方面的冲突或躲避与人接触，可以受惠于（）1-7A.个体心理治疗B.矫治性治疗C.个体咨询D.团体咨询 3、团体资源最早发源于（）1-19A.中国B.欧美国家C.日本D.新加坡4、人们把自己和对方融合在一起的语言沟通方式是（）2-31 A.赞美 B.鼓励 C.共情 D.幽默复核总分复核人得分 评卷人复查人5、能使人放松心情，减轻压力，提高愉悦性，还可以使人的满意度增加的语言沟通方式（）2-32A.幽默B.共情C.热情D.激情6、成功沟通的心理品质包括真诚、热情、自信、谦虚、谨慎、宽容、助人和（）2-35A.鼓励B.赞美C.同情D.理解7、以训练如何有效地处理人际关系，训练生活技能，增进社会适应为目标的团体属于（）4-64A.治疗性团体B.成长性团体C.训练性团体D.服务性团体8、不适合参加团体咨询的人是那些性格极端内向、羞怯、孤僻、自我封闭和（）4-74A.志愿参加的人B.有严重心理障碍的人C.成长动机强的人D.兴趣爱好广的人9、在团体开始阶段，对团体发展至关重要的因素是领导者尽可能地（）5-83A.说明团体规则B.鼓励成员表达C.建立信任D.作自我介绍10、团体创始阶段，为了让成员充分体会到被理解，促进成员继续自我探索的反应技术是（）5-89A.澄清B.提问C.复述技术D.积极倾听11、团体创始阶段，以一些原则作为促动，协助和推动团体成员成为主动的、积极的参与者、从而在团体经验中获得收获是（）5-95A.分组的技术B.相识的技术C.处理成员负面情绪的技术D.让成员参与团体的技术12、团体成过渡阶段，很大程度上决定团体将进入更高层次的条件使领导者能够接受并处理成员的（）A.挑战B.批评C.评估D.防卫13、团体中若有适当的冲突产生反而可能引发（）6-105A.协作B.迁就C.创新构思D.妥协14、为了维持彼此的关系，某一方愿意自我牺牲，此种模式是（）6-106A.协作B.退避C.迁就D.妥协15、有助于成员了解别人的意见，扩展自己的思考空间，培养团体合作精神，发挥集体力量找到多种解决问题的方法及途径的讨论方法属于（）7-124A.圆桌式讨论B.论坛式讨论C.脑力激荡法D.辩论式讨论得分评卷人复查人二、填空题（共15题，每题1分，共15分）16、目前我国心理咨询的工作方式是以。
西南交通大学大学生课外创新实验竞赛活动——模拟心理咨询大赛初赛题库主办单位：西南交通大学实验室及设备管理处心理研究与咨询中心承办单位：11级心理01班感谢您的参与和支持，模拟心理咨询大赛因你更精彩！注：该资料为本次模拟心理咨询大赛初赛参考资料，请各位参赛选手认真阅读，如有不当之处，敬请批评指正。
题库答案仅供参考，希望同学们都能精心准备，我们期待您的表现！祝所有参赛选手都能取得理想的成绩，更重要的是能在本次大赛中有所学，有所获，有所成长……一、英语拓展题（30题）1. Psychology is best defined as the scientific study ofa. the mind and consciousness.b. the mental processes of individuals.c. mental disorders and abnormal behavior.d. the behavior of individuals and their mental processes.Answer: d. the behavior of individuals and their mental processes.Rationale: Psychological conclusions are based on scientific study of how organisms adjustto their environments, and on internal events of the human mind such as thinking and planning.2. Suppose you want to draw some psychological conclusions in a way that is consistent with the scientific aspect of psychology. You should base your conclusions ona. the beliefs held by most people.b. the fundamental notion of common sense.c. your personal feelings or intuitions, but only if they are reasonable.d. evidence collected according to the principles of the scientific method.Answer: d. evidence collected according to the principles of the scientific method.Rationale: The scientific method consists of steps that help us analyze and solve problems in orderly ways, based on objectively collected information.3. The subject matter of psychology largely consists ofa. observable behavior of humans.b. unobservable behavior of humans.c. observable behavior of other species of animals.d. observable behavior of humans and other species of animals.Answer: d. observable behavior of humans and other species of animals.Rationale: Psychologists examine the behavior of humans in their environments and in their social and cultural contexts. Psychologists also study other species in their natural habitats orin the research laboratory.4. When drawing conclusions about behavior, psychologists rely ona. their own personal beliefs.b. what is known as "common sense."c. objectively collected information.d. their everyday observations of people.Answer: c. objectively collected information.Rationale: Psychological conclusions are based on evidence that gives psychologists afactual basis for drawing conclusions by using the scientific method.5. Which statement is MOST consistent with the perspective taken by psychologists?a. Only human behavior is of interest.b. Mental processes are of little real importance.c. Both observable behavior and mental processes are of interest.d. Behavior should only be studied in a controlled research laboratory.Answer: c. Both observable behavior and mental processes are of interest.Rationale: Psychologists focus on the behavior of individuals in various settings, while sociologists study social behavior of groups or institutions, and anthropologists study behavior in the broader contexts of culture.6. The primary tasks or general goals of the therapeutic process include all of the following EXCEPT that ofa. making a diagnosis about the type of problem involved.b. comparing the cost effectiveness of various treatment possibilities.c. proposing a probable cause for the condition in question.d. making a prognosis, or an estimate, of the course the problem will take with and without treatment.Answer: b. comparing the cost effectiveness of various treatment possibilities.7. By the end of the second therapy session, a woman's therapist is speculating about the causes of her depression. This speculation on the part of the therapist is most related to the therapeutic goal ofa. making a diagnosis.b. proposing an etiology.c. making a prognosis.d. prescribing and carrying out treatment.Answer: b. proposing an etiology.Rationale: When a cause or etiology is determined, the probable origins of the disorder as well as the functions of the symptoms have been explored.8. A psychiatrist who makes use of electric shock and prescription medications in his treatment of patients would be classified as a ________ therapist.a. humanisticb. cognitivec. behaviord. biomedicalAnswer: d. biomedicalRationale: Biomedical therapies focus on treatments such as medications that change the mechanisms of the central nervous system and directly affect the mind-body connection.9. Which of the following views of mental illness would be of LEAST interest to a psychotherapist?a. Mental illness is based on unresolved conflicts and psychological trauma.b. Deficiencies in certain brain chemicals are the primary reason why depression occurs.c. Antisocial personality disorder develops when a person is reinforced for his or her aggressive tendencies.d. A person keeps himself in a state of anxiety because of certain self-defeating thoughts. Difficulty: 2Answer: b. Deficiencies in certain brain chemicals are the primary reason why depression occurs. Rationale: Biomedical therapies focus on changing the mechanisms of the central nervous system through surgery, electric shock, or medications so that the mind-body connection is directly affected.10. A therapist concentrates on changing the behaviors that people have learned. He also deals with what his clients say are their thoughts and values, and their interpretations of events. Based on this description, this kind of therapy does NOT seem to contain elements that would characterize it asa. biomedical.b. psychological.c. cognitive.d. behavioral.Answer: a. biomedical.Rationale: Biomedical therapies focus on the mind-body connection and affecting it directly through interventions such as medications, electric shock therapy, and surgery.11. Psychological therapies are practiced bya. just clinical psychologists.b. just psychiatrists.c. both clinical psychologists and psychiatrists.d. neither clinical psychologists nor psychiatrists.Answer: c. both clinical psychologists and psychiatrists.12. The "talking cure," in which people are helped to develop insightful connections between symptoms and unresolved hidden conflicts, is most closely associated with the ________ approach to psychotherapy.a. cognitiveb. psychodynamicc. humanisticd. behavioralAnswer: b. psychodynamicRationale: The therapist helps individuals develop insights about the relationship of overt symptoms to unresolved hidden conflicts that are thought to have caused the symptoms.12. When trying to understand a disorder, a behavior therapist would most likely view it as a——a. symptom of a mental disease.b. problem awaiting insight.c. symbolic representation.d. learned pattern of responses.Answer: d. learned pattern of responses.Rationale: Behaviors can be changed in many ways; reinforcement contingencies for behaviors that are desired or not desired can be changed, conditioned responses can be extinguished, and models of effective problem solving can be provided.13. A therapist is helping a client to restructure the way she thinks and to alter her distorted self-statements. It sounds as though this therapist is using ________ therapy.a. biomedicalb. humanisticc. psychodynamicd. cognitiveAnswer: d. cognitiveRationale: Helping an individual restructure cognitions changes the way the individual defines and explains problems, often allowing the individual to deal better with the difficulties.14. While a woman does not consider herself seriously disturbed, she feels the need to resolve some interpersonal problems in order to live a healthier life. Her therapist encourages her to allow herself to become a better person and to break the bonds of the restrictions that have her captive. It sounds as though this therapist believes ina. the psychodynamic approach.b. behavior therapy.c. cognitive therapy.d. the humanistic tradition.Answer :d. the humanistic tradition.Rationale: Humanistic therapies emphasize the client's values. These therapies tend to focus on healthy individuals who are seeking personal growth, self-actualization, development of more meaningful personal relationships, and freedom of choice as well as responsibility for choices.15. Which type of mental health professional has been trained to consider the social contexts of people's problems and is most likely to become acquainted with clients' homes or work settings?a. clinical psychologistb. clinical social workerc. psychiatristd. psychoanalystAnswer: b. clinical social workerRationale: Clinical social workers have specialized training that prepares them to collaborate with psychiatrists and clinical psychologists.16. A student has some problems that have led her to seek professional help. She has decided that she would like to speak with someone who combines spirituality with practical problem-solving advice. The student is most likely to find that a ________ is what she is looking for.a. pastoral counselorb. psychiatristc. clinical social workerd. counseling psychologistAnswer: a. pastoral counselorRationale: A pastoral counselor is a member of a religious group who specializes in the treatment of psychological disorders.17. To eliminate her hallucinations, a woman's therapist has written her a prescription for antipsychotic medication . Her therapist is most likely to be aa. clinical psychologist.b. clinical social worker.c. pastoral counselor.d. psychiatrist.Answer: d. psychiatrist.Rationale: Psychiatrists have medical degrees and are trained to work from a biomedical perspective with people who have mental and emotional disorders.18. When you ask a classmate what type of therapist came to her class as a guest lecturer, she says she doesn't know but remembers that when she wrote her name on the blackboard, the letters "Psy.D." were written next to it. You conclude the speaker was most likely a(n)a. clinical social worker.b. psychiatrist.c. clinical or counseling psychologist.d. informal therapist.Answer: c. clinical or counseling psychologist.Rationale: Clinical psychologists have graduate training in assessment, treatment and research pertaining to psychological problems. Counseling psychologists have much the same training and often work in community settings such as schools, prisons, or clinics. Clinical and counseling psychologists have earned a Ph.D. or a Psy.D., both doctoral degrees in psychology. Psy.D. stands for Doctor of Psychology.19. Some therapists feel that the ________ of ________ therapy allows clients to reveal their most pressing problems and concerns, more quickly and with less embarrassment.a. relative anonymity; e-mailb. relative confidentiality; humanisticc. relative insight; psychodynamicd. relative leniency; cognitiveAnswer: a. relative anonymity; e-mailRationale: There are dangers and benefits to therapy conducted over e-mail. Dangers include misdiagnosis if clients share limited information without the increased scrutiny that is possible face to face. However, it may be true that clients are more willing to share concerns when they don't have to worry about the therapist's overt reactions.20. Deinstitutionalization refers toa. the practice of moving people from psychiatric hospitals to other venues for treatment.b. the practice of moving people into psychiatric hospitals from other venues for treatment.c. the practice of moving the mentally ill homeless people into psychiatric hospitals for treatment.d. the practice of providing psychotherapy to the mentally ill people.Answer: a. the practice of moving people from psychiatric hospitals to other venues for treatment.21. In the context of mental illness, "revolving door" refers toa. a consequence of institutionalization wherein people remain incarcerated in the institutions for long periods of time.b. a consequence of homelessness wherein people do not get help for their ongoing mental problems.c. a consequence of deinstitutionalization wherein people leave institutions only for brief periods of time before needing help again.d. a consequence of homelessness wherein people with severe mental illness are victims of crimes. Answer: c. a consequence of deinstitutionalization wherein people leave institutions only for brief periods of time before needing help again.22. In a sample of 936 men and women, researchers examined the rate at which people with mental illness are the victims of violent crime such as robbery or assault. Results revealed that a. just over 25 percent had experienced a violent crime, a rate eleven times higher than for individuals in the general population.b. 50 percent had experienced a violent crime, a rate fifteen times higher than for individuals in the general population.c. about 80 percent had experienced a violent crime, a rate twenty times higher than for individuals in the general population.d. 10 percent had experienced a violent crime, a rate twenty times lower than for individuals in the general population.Answer: a. just over 25 percent had experienced a violent crime, a rate eleven times higher than for individuals in the general population.Rationale: Researchers suggested that mental illness prevented individuals from recognizing risk or appropriately protecting themselves.23. Developed by Sigmund Freud, this therapeutic technique is used for the exploration of unconscious motivations and conflicts. What is it?a. implosion therapyb. behavior therapyc. psychoanalysisd. contingency managementAnswer: c. psychoanalysisRationale: Psychoanalysis is the form of psychodynamic therapy developed by Freud. It is an intensive, prolonged technique for exploring unconscious conflicts and motivations that produce anxieties, which in turn produce the symptoms of psychological disorders.24. Because a central goal of the therapist is to help the patient understand the relationships between present symptoms and past origins, psychodynamic therapy is often calleda. reconstructive therapy.b. catharsis.c. transference.d. insight therapy.Answer: d. insight therapy.Rationale: From this perspective, therapy succeeds and the patient recovers when insights release the patient from the repression established in early childhood.25. Traditional psychoanalysis is probably most appropriate for patients who havea. long-standing repressed memories.b. little motivation.c. poor verbal skills.d. little time and money.Answer: a. long-standing repressed memories.Rationale: Psychoanalysis is one psychodynamic approach. It helps patients work through the painful feelings caused by repressed conflicts to an effective resolution.26. A patient lies comfortably relaxed on a couch while verbally reporting his thoughts, feelings, sensations, and other mental events. The patient is engaged in what Freud callsa. transference.b. free association.c. resistance.d. dream work.Answer :b. free association.Rationale: This is an important procedure in psychoanalysis, designed to probe the unconscious and release repressed material.27. A psychoanalyst has noticed that whenever a patient begins talking about his father, he has very little to say or he will quickly change the topic. When his father finally is discussed, the patient claims that his father is irrelevant. The therapist is most likely to interpret the patient's behavior as an instance ofa. catharsis.b. resistance.c. transference.d. countertransference.Answer: b. resistance.Rationale: Sometimes during free association, a patient will be unable or unwilling to discuss certain topics, ideas, experiences, or desires. To the analyst, this signifies a barrier between the patient's conscious and unconscious life.28. A patient recounts a dream to her psychoanalyst in which she is pushing her dog around in a baby stroller. The therapist believes the dream may represent the woman's desire to have children. In this dream, the patient's account of the dream is called the ________, and the disguised orsymbolic form is called the ________.a. manifest content; latent contentb. latent content; manifest contentc. transference; countertransferenced. resistance; transferenceAnswer: a. manifest content; latent contentRationale: It is the dream content that we remember upon awakening that is called the manifest content. The latent content is hidden from us and contains the actual motives behind the dream. These latent motives are so painful or unacceptable that they are presented in symbolic form.29. "You look just like my ex-husband used to look before he would pick a fight. I hate that look!" This patient's utterance directed at her therapist during psychoanalysis is referred to asa. positive transference.b. negative transference.c. neutral transference.d. countertransference.Answer: b. negative transference.Rationale: Often, the therapist is identified with a person who has been at the center of an emotional conflict in the past. Negative transference occurs when the feelings are of hostility or envy.30. Transference is to countertransference asa. psychoanalysis is to behavior therapy.b. bad is to good.c. manifest is to latent.d. patient is to therapist.Answer: d. patient is to therapist.Rationale: Countertransference is the name given to the phenomenon that occurs in therapy in which the therapist comes to like or dislike a patient because the patient is perceived to be similar to an important person in the therapist's life.一．单选题1．对于心理咨询师，可不必着重强调的条件是( )。
The World of Opportunities for Yonghui: A Rising Star in China’s Grocery Retail MarketApril 26, 2013This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consentThe Assignment• Your team has been invited by the management of Yonghui to participate in a preliminary discussion on the company’s strategy in the next 5 years. The quality of your proposal and presentation will largely determine whether you can get into real discussions on a potential 3-month consulting project • To propose Yonghui’s strategy in the next 5 years, your team will need to tell a story, supported by data and analyses, that addresses the following questions:-How will the China grocery retail market evolve in the next 5 years? -Given this market, how should Yonghui think about growth and expansion? -What will be the biggest opportunities and challenges for Yonghui?• This proposal will be due by the end of May 5th, and you may be asked to present these materials to a small group of senior management in the following week • To ensure that your presentation hits the most important points, you have agreed with your team to produce a maximum of 15 slides (not including agenda pages or additional data analyses in backup materials) • To help you quickly get up-to-speed, Yonghui management has kindly shared some reference materials. Though these materials seem to be outdated, the management trusts your team will be able to gather updated and additional data from publicly available sources, such as annual reports, analysis reports, etc. • Good luck!This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consentHKG2013 Bain Cup Case Competition (Round 1)2Reference Materials• China grocery retail market trends identified by Bain & Company • Yonghui story and CEO interview reported by China Business NewsThis information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consentHKG2013 Bain Cup Case Competition (Round 1)3China grocery retail market has witnessed six major trends in the past decade1 2 3Rapid market growth• Market growing fast with modern trade outgrow traditional • Main drivers are urbanization and income increase4Varied consumer behavior• Consumers generally concerned about freshness, price, safety and health • But specific preferences/ behavior differed by regions and city tiers5Major regional differences• Different regions have significant socio-economic distinctions • City tiers also contribute varied market realities6Fierce competition• All world leading MNC retailers are in China • Chinese retailers are all aggressively expanding beyond home baseHypermarkets taking share• New store openings concentrate on hypermarkets • But some cities also reach saturation of hypermarkets, e.g. SH & BJMulti-format store coverage• MNC hyper players entering community store/ CVS, e.g. Tesco Express • Local players entering hyper/ general merchandising storeHKG 2013 Bain Cup Case Competition (Round 1)This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent41Strong grocery retail market growth, modern grocery retail outgrowing traditionalNote: Modern grocery retail includes Hypermarket, Supermarket and CVS (Convenience Stores) Source: Planet Retail; Bain analysis; Lit-research; Annual reports; Access Asia; Euromonitor; Statistical Yearbook of China Chain StoresThis information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent HKG 2013 Bain Cup Case Competition (Round 1)52Chinese consumers have specific concerns towards grocery consumptionPURSUIT OF FRESHNESS • Chinese consumers seek fresh foods to use in their cooking • Largely shop for fresh foods at wet markets on a daily basis • Mixed attitudes towards packaged fresh food as they like to pick up the products themselves PRICE SENSITIVITY • Price more important than brands or services“Brand loyalty is much lower than in the West. A price cut or good instore promotion can often sway shoppers.” Financial TimesFOOD SAFETY AND HEALTH PRODUCTS • Food safety is a major concern, especially after2008 melamine scandal• Thorough price comparison before purchase, no matter how small • Promotion seekers (e.g. coupons)• Increasing awareness on food processes (e.g. cold chain) and provenance- Largest modern retailers trusted for meat and deli products traceability• In health categories, Chinese consumers believe the higher the price the better qualitySource: Planet Retail; Lit searchThis information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent HKG 2013 Bain Cup Case Competition (Round 1)63China is not one market: significant socio-economic differences across regionsNorthwest # of provinces 5 246 19% 97 2,539 North/ Northeast # of provinces GDP （US$ B) GDP growth (04-09) Population (M) GDP/capita (US$) 10 1,907 18% Heilongjiang 454 4,199 JilinLiaoning Gansu Inner Mongolia Beijing Tianjin HebeiChina Overall • # of provinces: 31 • 2009 GDP: US$5.0T • 04-09 GDP growth: 17% • Population:1.31B • GDP/capita: $3,783 • Regions could differ widely onClimate Cultural tradition Dialect Consumer behavior Minority nation mix Logistics infrastructure - Etc.GDP （US$ B) GDP growth (04-09) Population (M) GDP/capita (US$)XinjiangEast 6 1,392 16% 288 4,834 （US$ B) growth (04-09) (US$)QinghaiNingxia# of provincesShanxiShaanxi HenanGDP Shandong GDP JiangsuTibetPopulation (M)Anhui GDP/capita Shanghai Zhejiang Jiangxi Fujian TaiwanSichuan ChongqingHubei HunanSouthwest # of provinces GDP （US$ B) GDP growth (04-09) Population (M) GDP/capita (US$) 5 409 17% 196 2,087YunnanGuizhou Guangxi GuangdongSoutheast 5 994 18% 273 3,6217# of provinces GDP （US$ B) GDP growth (04-09) Population (M) GDP/capita (US$)HKGHainanNote: All data is for 2009, GDP is measured at current price level. China region allocation is based on empirical evidence. Different sources may have different allocation; exchange rate is 6.83 Source: CEIC, National Bureau of StatisticsThis information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent2013 Bain Cup Case Competition (Round 1)3Different market realities across city tiersTier 1 cities (4) • Highest average household income and large urban population • Economy and political centers • • • • Beijing Shanghai Guangzhou Shenzhen Selecting criteria Tier 2 cities (33) • 2 Municipality cities • 26 Provincial capitals • Other 5 wealthiest cities • • • • • • • Tianjin Chongqing Foshan, Guangdong Qingdao, Shandong Ningbo, Zhejiang Wuxi, Jiangsu Shantou, Guangdong Tier 3 cities (~310) • All other prefecturelevel cities Tier 4/5 cities (~2K) • County cities • CountiesShare of retail sales (est.)Example cities• • • • • •Baoding, Hebei Anshan, Liaoning Nantong, Jiangsu Siping, Jilin Yantai, Shandong Mianyang, Sichuan• Jiaozhou, Shandong • Jimo, Shandong • Changhai Xian, Liaoning • Benxi, Liaoning • Longjiang, Heilongjiang • Raohe, Heilongjiang • Tonghua, Liaoning • Zunhua, Hebei36%64%HKG 2013 Bain Cup Case Competition (Round 1)Source: Lit search; NielsenThis information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent84Foreign and local players have different strengths/ strategy focusesFOREIGN PLAYERS • National footprint • Largely focused on hypermarket format • Attractive commercial model leveraging operating know-how • Formerly benefitted from privileged treatment by local authorities-Low rent -Forbearance vs. regulation infringementLOCAL PLAYERS • Regional footprint • Largely focused on supermarket format • Knowledge of local market • Strong relationship with local authoritiesSource: Lit searchThis information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent HKG 2013 Bain Cup Case Competition (Round 1)95In China, hypermarket is taking share from supermarketSource: Lit-research; Annual reports; Access Asia; Euromonitor; Statistical Yearbook of China Chain Stores; Bain analysisThis information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent HKG 2013 Bain Cup Case Competition (Round 1)10Domestic players are moving towards HM format, while MNCs began to try formats beyond HMWHILE DOMESTIC PLAYERS ARE MOVING TOWARDS HM FORMAT…… MNCS BEGAN TO TRY FORMATSBEYOND HM6Reference Materials•China grocery retail market trends identified byBain & Company•Yonghui story and CEO interview reported byChina Business News永辉超市：生不要碰，熟不要放•下午3点钟，还是上班族的办公时间。
