Lesson three

Wednesday 16th November 2011

Hello!

Good morning!

Revising

What we have learned so far.

Sales

Sales

Pre-approach

Look

Approach

Hello!

Wants and needs

Are you on holidays?

Features and benefits

It has… so you…

Objections

It’s too expensive

Handling of objections

It’ll last for a lifetime!

Closing cue

Which color would you like?

Suggestion selling

Would you like an extra battery?

Reassure

Excellent choice!

Payment

Cash or credit card?

Complaints

Listen

Acknowledge

Solve

Thank

Complaints about things

Bent

Broken

Chipped

Cracked

Crushed

Deformed

Out of date

Rusty

Scratched

Stained

Twisted

Wet

Dented

Discoloured

Faded

Illegible

Leaky

Noisy

Complaints about people

Aggressive

Clumsy

Dirty

Dishonest

Impatient

Impolite

Incapable

Rude

Unfriendly

Unhelpful

Unprofessional

Untrained

Untruthful

Incompetent

Insolent

Late

Messy

Untidy

Negligent

Offensive

Options

Substitute

Refund

Reduce price

Give more goods

Send an expert

Contact insurance

Send back to manufacturer

Call the manager

Offer a complaint form

On the phone

Requests for information

Prices and discounts

Sizes / Features

Delivery

Payment

Complaints

Hello!

Good morning!

Calling back

Good Morning, Abbey Road Studios, can I help you?

Yes, could I speak to Ana Michelle Ono, please?

Yes madam, I’ll put you through.

Yes, could I speak to Ana Michelle Ono, please?

Sorry, she’s not available at the moment, can I take a

message?

Problems!

Oh, I’m sorry. I must have dialled the wrong number!

I’m sorry. Could you say that again?

I’m sorry, I didn’t catch that. Could you repeat it?

Could you spell that word for me, please?

What was the name again? I didn’t catch it.

Problems!

I’m sorry but it’s a very bad line. Could you phone

back in two minutes?

I’m sorry but it’s a very bad line. Could you speak a

little louder, please?

I’m sorry but I can’t make out what you’re saying.

Would you like to call later?

I’m sorry but we seem to have been cut off last time.

If it happens again I’ll call you back.

Saying goodbye

Is there anything else I can do for you Ms Ono / sir /

madam?

That’s all, thank you.

You’re welcome, and thanks for the order.

Thank you for calling.

We’ll get back to you as soon as we can.

Have a nice day.

Emails

What is an email?

Email address

example-address@gmail.com

Username @ (at sign) Domain name

Mail server Top-level domain

Parts of an email

Email

To:

CC:

BCC:

Subject:

Body:

To:

Recipient

To:

Recipient

CC: Carbon Copy

Someone interested (visible)

BCC: Blind Carbon Copy

Someone interested (INVISIBLE)

Subject:

What this message is about

Body:

The things we want to say

Signature

Attachments

Smileys (or emoticons) :-O

Email

To: example-address@gmail.com

CC: boss@gmail.com

BCC: friend@gmail.com

Subject: My first email

Body: Hi, this is my first email!

Me

Spam

It hurts everyone.

Commercial emails

Requests for information

Quotes

Delivery

Payment

Conflicts

First email: enquiry

1. Source of address

2. Description of your company (reason for enquiry)

3. Say what you require (quote, information)

4. Ask for: leaflet, sample, visit

5. As about: terms of delivery, terms of payment

6. Polite ending

Polite endings

Looking forward to your reply,

Hoping to hear from you soon,

Thank you very much in advance,

Kind regards,

Best regards,

Regards,

Have a very nice day!

Message structure

Salutation Dear Ms Martínez,

Message How are you?

Polite ending Looking forward to your reply,

Signature Daniel Peñalver

Second email: offer

1. Reference to enquiry

2. Description of your company and goods

3. Reference to information, samples, visit, prices,

discounts

4. Delivery, payment

5. Validity of offer and instructions

6. Polite ending

Attachments

Please find enclosed…

Enclosed you will find a copy of our…

I’m sending you … with this email.

Third email: order

1. Reference to offer

2. Details of goods required

3. Price, discount, delivery, payment.

4. Instructions, arrangements

5. Polite ending

Third email:

acknowledgement

1. Reference to order

2. Confirmation (or modification, or refusal)

3. Price, discount, delivery, payment.

4. Instructions, arrangements

5. Request for confirmation

6. Polite ending

Payment terms

You can pay in three easy installments.

We offer fixed monthly repayments at attractive

interest rates.

Pay in easy, interest-free installments.

Fourth email: payment

1. Reference to delivery

2. Confirmation or complaint

3. Reference to payment or invoice

4. Polite ending

Tricks

Look up words:

http://www.wordreference.com

Look up sentences:

http://www.linguee.es

Check your spelling:

Revisar > Ortografía

E-commerce

Online shopping

Your website needs…

Shopping cart program

Secure Socket Layer (SSL) certificate (secure credit card information transfer)

Payment gateway

How to buy

Find product (in a search engine like Google)

Add to shopping basket (British) or shopping cart (American English)

Checkout button

Log in or Sign up

Account

Log-out

How to sell

Marketing

Search Engine Optimization (SEO)

Usability

Social media (Twitter, Facebook)

Pay Per Click

Thank you!

Reference

Communication for Business, by Birgit Abegg and Michael Benford.

Professional English in Use: ICT For Computers and the Internet, by Esteras & Fabré