BTS NDRC key terms

Reasoned line of reasoning that supports a claim with evidence and links each point to the audience's needs. In NDRC exams it structures both written answers and sales pitches, replacing assertion with proof.

The central position a text or author defends, around which the whole argument is organised. Identifying it correctly is the first step of any summary or analytical reading in the general culture paper.

Word or phrase such as 'however', 'therefore' or 'moreover' that signals the relationship between two ideas. Examiners penalise unclear reasoning when connectors are missing or misused in written production.

Objective written exercise that confronts several documents on one theme, regrouping their ideas by topic without adding personal opinion or quoting at length. It requires a structured plan and constant cross-referencing.

Short argued essay in which the candidate takes a position on a question linked to the theme studied, using examples from the corpus, personal knowledge and current events. It is judged on argument quality, not on opinion.

Level of language used (formal, standard, familiar, slang) adapted to the situation and the audience. In professional writing and in foreign-language exams, an inappropriate register damages credibility even when grammar is correct.

Factual report of a meeting, event or document that states what happened, who spoke and what was decided, without personal commentary. It often serves as the written trace sent to participants afterwards.

Set of professional communication conventions in English: email structure, polite formulas, meeting vocabulary, presentation phrases and negotiation terms. Fluency matters less than clarity and correct professional tone.

Ability to extract key information from an audio document in a foreign language: numbers, names, intentions, tone. Exam tasks usually require answering specific questions after one or two listenings.

Ability to locate and interpret information in a professional or press text in a foreign language, including implied meaning and vocabulary in context. Answers must be justified from the text, not from general knowledge.

Producing a written or spoken message in a foreign language for a work situation: email, phone call, presentation, complaint reply. Evaluation covers task completion, professional tone and grammatical control.

Total value of sales invoiced by a business over a period, before deducting costs. It measures commercial volume, not profit, and is a standard indicator in economic and management analysis.

Difference between sales revenue and the cost of the goods or services sold. It shows what remains to cover fixed costs and generate profit, and is central to pricing and negotiation decisions.

Sales level at which total revenue equals total costs, so the business neither gains nor loses. Managers use it to judge how much volume a price or cost change requires.

Agreement by which one party transfers goods or a service and the other pays a price. Its validity depends on consent, capacity, object and lawful cause, and it fixes delivery, payment and warranty terms.

Specific provision inside a contract defining a right or obligation, such as duration, penalty, confidentiality or termination. Reading clauses before signing is a basic professional reflex.

Obligation to repair damage caused to another person, through fault, negligence or a thing in one's care. Businesses face it for defective products, misleading advice or breaches of contract.

Right allowing a consumer to cancel a distance or off-premises purchase within a legal delay, generally fourteen days, without justification. The seller must inform the buyer of this right clearly.

Any person or group affected by or influencing a business: employees, customers, suppliers, shareholders, public authorities, local residents. Management decisions are assessed by how they balance these interests.

Voluntary integration by a company of social, environmental and ethical concerns into its activity and stakeholder relations. It goes beyond legal obligations and is often communicated through reports and labels.

Way power and control are distributed and exercised in an organisation: decision bodies, information flows, checks on managers. Good governance clarifies who decides what and how performance is monitored.

Structured questioning phase at the start of a sale, aimed at understanding the customer's situation, needs, constraints and decision criteria before presenting any solution. It uses open then closed questions and active listening.

Technique of listening fully, reformulating and questioning to check understanding and let the customer express real needs. It builds trust and prevents proposing unsuitable offers.

Restating in one's own words what the customer has just said, to confirm meaning and show attention. It is used both in discovery and in handling objections.

Question beginning with what, how, why or 'tell me about', which invites a developed answer rather than yes or no. It is preferred during discovery to collect rich information.

Question calling for a short, often binary answer, used to confirm a fact, secure agreement or close a step. Overuse in discovery tends to block the customer's expression.

Method of responding to a customer's reluctance by acknowledging it, clarifying it and answering with evidence or benefits. It differs from contradicting the customer, which hardens resistance.

Prepared set of arguments linking product features to the customer's identified needs and benefits. A good argumentaire is tailored to the segment, not recited identically to every buyer.

Moment when the seller invites the customer to decide, using a direct question, a choice between two options or a summary of agreed benefits. It requires having detected buying signals.

Search for new potential customers through targeting, contacting and qualifying leads. It feeds the commercial pipeline and is measured by contact rate, conversion rate and cost per acquired customer.

Assessment of a lead's fit with the offer and its real capacity and intention to buy, often by criteria such as need, budget, authority and timing. It avoids wasting time on unlikely deals.

Model showing how a large number of contacts progressively become qualified leads, offers and customers. It helps identify at which stage prospects are lost and where to act.

Sale concluded without simultaneous physical presence, by phone, web, mail or chat. It triggers specific information duties and, for consumers, the right of withdrawal.

Software system recording customer data, interactions, purchases and requests in a shared database. It supports follow-up, segmentation and reporting, provided data quality is maintained.

Division of a customer base into homogeneous groups sharing needs, behaviour or value, so that offers and messages can be adapted. It is the basis of targeted campaigns and personalised service.

Adaptation of content, offer or service to an individual customer, using data about preferences and history. It improves relevance and satisfaction but must respect consent and data protection rules.

Any information relating to an identified or identifiable person, such as name, contact details, purchase history or location. Their collection and use require a lawful basis, transparency and security.

Set of courtesy rules for online professional communication: clear subject lines, adapted tone, no mass misuse of copy, respect for response times. It protects the company's image in digital exchanges.

Real-time written conversation between a customer and an adviser or a chatbot on a website. It requires short clear messages, quick qualification and clear handover to another channel when needed.

Actions taken by a head office or brand to support, coordinate and motivate independent or franchised points of sale. It combines communication, training, incentives and performance monitoring.

Contract in which a franchisor grants a franchisee the right to use its brand and know-how in exchange for fees and royalty payments, within a defined format. Both parties keep separate legal independence.

Set of selected indicators presented regularly to monitor activity against objectives and support decisions. In a network it allows comparison between points of sale and detection of weak signals.

Quantified measure used to assess whether an objective is reached, such as sales per square metre, visit-to-purchase rate or customer satisfaction score. It must be relevant, measurable and comparable over time.

List of points to be discussed in a meeting, sent in advance with the date, place and expected duration. It keeps discussions focused and structures the minutes afterwards.