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.

  1. 1. Lesson one Monday 14th November 2011
  2. 2. Hello!Good morning! 
  3. 3. Can I help you? Just looking! 
  4. 4. Be niceBe authentic and warm
  5. 5. Your shop is your homeWelcome your client to your space 
  6. 6. ConnectSo you can help.
  7. 7. Sales Pre-approach Approach Wants and needsFeatures and benefits
  8. 8. Sales Pre-approach Hello!
  9. 9. Hello!Good morning! 
  10. 10. It’s a nice day, isn’t it? Yes, so sunny! 
  11. 11. What do you want?Nothing, I’m fine. 
  12. 12. How are you today? Fine, and you? 
  13. 13. Good afternoon, welcome to Zapatitos!Feel free to look around and I’ll be right back.
  14. 14. Greetings Hi!  Good morning! Hello!  Good day! How are you doing  Good afternoon! today?  Good evening! How are you? How are you this evening?
  15. 15. Sales Wants and needs Features and benefits
  16. 16. It has… so you… Feature / benefit So what?
  17. 17. 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
  18. 18. It’s too expensive Value Price vs other costs
  19. 19. 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)
  20. 20. Sales Payment  Credit card  Cash
  21. 21. Complaints Listen Acknowledge Solve Thank
  22. 22. Complaints Listen  Can I speak to the owner? Acknowledge  Apologise Solve  Refunds  Exchanges Thank
  23. 23. Reference http://www.eslmania.com/students/business_english/Telephone.htm https://hitscms.internet.gov.sg/NR/rdonlyres/B9144F52-DB88-4945-9481- E50961F588A3/0/SpeakWellSellWell1ApproachandGreetCustomer.pdfhttp://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/
  24. 24. Credits Fotografía zapatería en Bilbao: Jason Whittaker en Flickrhttp://www.flickr.com/photos/jason_whittaker/4635594566/sizes/l/in/photostream/ Fotografía tienda Camper en Tokio: The Lux Homehttp://theluxhome.com/neo-classical-shop-interior-design-ideas-camper-shop-tokyo-by- hayon-studio/#more-10987

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