Inglés profesional para atención al cliente en comercio. Día 1 de 4.
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Sales, complaints.
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Inglés profesional para atención al cliente en comercio. Día 1 de 4.
- 2. Lesson one Monday 14th November 2011
- 3. Hello! Good morning!
- 6. Can I help you? Just looking!
- 7. Be nice Be authentic and warm
- 8. Your shop is your home Welcome your client to your space
- 9. Connect So you can help.
- 10. Sales Pre-approach Approach Wants and needs Features and benefits
- 12. Hello! Good morning!
- 13. It’s a nice day, isn’t it? Yes, so sunny!
- 14. What do you want? Nothing, I’m fine.
- 15. How are you today? Fine, and you?
- 16. Good afternoon, welcome to Zapatitos! Feel free to look around and I’ll be right back.
- 17. Greetings Hi! Good morning! Hello! Good day! How are you doing Good afternoon! today? Good evening! How are you? How are you this evening?
- 21. Sales Wants and needs Features and benefits
- 22. It has… so you… Feature / benefit So what?
- 26. Sales Objections Handling of objections I need to think about it Ask questions I can’t afford it Credit / Value It won’t work for me Show examples I don’t believe you Raise credibility I don’t need it now It may not be available later
- 27. It’s too expensive Value Price vs other costs
- 28. Sales Closing cue Which color would you like? Would you like us to send it home to you? Suggestion selling Do not interrupt. Relevant. Example: extra battery, special bag. Post close (reassuring)
- 29. Sales Payment Credit card Cash
- 33. Complaints Listen Acknowledge Solve Thank
- 34. Complaints Listen Can I speak to the owner? Acknowledge Apologise Solve Refunds Exchanges Thank
- 38. Reference http://www.eslmania.com/students/business_english/Telephone.htm https://hitscms.internet.gov.sg/NR/rdonlyres/B9144F52-DB88-4945-9481- E50961F588A3/0/SpeakWellSellWell1ApproachandGreetCustomer.pdf http://www.retailsales.net/Files/Overcoming%20Objections%20(including%20Price).p df http://siharris.wordpress.com/2009/11/17/there-are-only-4-kinds-of-sales-objections- when-selling-services/
- 39. Credits Fotografía zapatería en Bilbao: Jason Whittaker en Flickr http://www.flickr.com/photos/jason_whittaker/4635594566/sizes/l/in/photostream/ Fotografía tienda Camper en Tokio: The Lux Home http://theluxhome.com/neo-classical-shop-interior-design-ideas-camper-shop-tokyo-by- hayon-studio/#more-10987