51
| Date post: | 01-Nov-2014 |
| Category: |
Business |
| Upload: | begona-martinez |
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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Out of date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
Username @ (at sign) Domain name
Mail server Top-level domain
Parts of an 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
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
