Inglés profesional para atención al cliente en comercio. Día 4 de 4.

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E-commerce, CV, signage.

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Inglés profesional para atención al cliente en comercio. Día 4 de 4.

  1. 1. Lesson four Thursday 17th November 2011
  2. 2. Hello!Good morning! 
  3. 3. Our last day! Oh, no! 
  4. 4. Our last day! Oh, yes! 
  5. 5. RevisingWhat we have learned so far.
  6. 6. Sales
  7. 7. Complaints Listen Acknowledge Solve Thank
  8. 8. On the phone Requests for information Prices and discounts Sizes / Features Delivery Payment Complaints
  9. 9. EmailsWhat is an email?
  10. 10. Email address example-address@gmail.comUsername @ (at sign) Domain name Top-level Mail server domain
  11. 11. Email To: CC: BCC: Subject: Body:
  12. 12. SpamIt hurts everyone.
  13. 13. Commercial emails Requests for information Quotes Delivery Payment Conflicts
  14. 14. Message structureSalutation Dear Ms Martínez,Message How are you? Blah, blah, blah… Blah, blah, blah… Blah, blah, blah… Blah, blah, blah… Blah, blah, blah…Polite ending Looking forward to your reply,Signature Daniel Peñalver
  15. 15. Message formalityLess formal More formalHello Bego, Dear Ms Martínez,Blah, blah, blah… Blah, blah, blah…Blah, blah, blah… Blah, blah, blah…Blah, blah, blah… Blah, blah, blah…Talk to you soon, Looking forward to your reply,Dani Daniel Peñalver
  16. 16. 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!
  17. 17. Payment terms You can pay in three easy installments. We offer fixed monthly repayments at attractive interest rates. Pay in easy, interest-free installments.
  18. 18. Attachments Please find enclosed… Enclosed you will find a copy of our… I’m sending you … with this email.
  19. 19. Tricks Look up words:  http://www.wordreference.com Look up sentences:  http://www.linguee.es Check your spelling:  Revisar > Ortografía
  20. 20. E-commerce
  21. 21. Your website needs… Shopping cart programSecure Socket Layer (SSL) certificate (secure credit card information transfer) Payment gateway
  22. 22. 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
  23. 23. 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
  24. 24. How to sell MarketingSearch Engine Optimization (SEO) Usability Social media (Twitter, Facebook) Pay Per Click
  25. 25. Your CV It’s important
  26. 26. Your CV is sales literature It has to talk about your features and benefits!
  27. 27. CV structurePersonal details (Name, address, date of birth, nationality, driving licence) Objective Education & Qualifications Employment (Date, position, responsibilities, achievements) Interests Reference
  28. 28. Curriculum Vitae Name: Mary Example Casanova Address: My street name, number, Murcia Email address: maryexample@gmail.com Phone number: +34 968 XXXXXX Date of birth: 2 June 1975 Nationality: Spanish
  29. 29. Curriculum Vitae Objective: To obtain a position as a salesperson in which I will be able to put my knowledge of English to good use. Education & Qualifications  19XX-19XX – Instituto Francisco Salzillo, Alcantarilla.  Higher education  Training courses  Other skills (computer skills, typing)
  30. 30. Curriculum Vitae Employment  19XX-20XX – Zapatitos Shoe Shop  Position: sales assistant  Responsibilities: sales, stock control  Achievements: during the time I was employed shop sales increased 20%
  31. 31. Curriculum Vitae Interests  Yoga, watersports, painting Reference  Ana Formerboss  Address of my former boss, +34 968 XXXXXX
  32. 32. Cover letter “I have seen your advertisement in …” I have been given the address of your company by… I am interested in applying for the post of… As you can see from my enclosed CV I work for… At present I am responsible for…
  33. 33. Unemployed? I’m between jobs at the moment (and have been since…) I’m out of work at present. I am currently unemployed. I was made redundant. I was one of the XX employees to be made redundant. My last employer was…
  34. 34. Cover letter Reason for leaving current job (prospects, salary) I very much hope that you will grant me an interview. I enclose my CV and  copies of my qualifications  a testimonial from my previous employer Polite ending: Hoping to hear from you soon,
  35. 35. Signs in your shop Do it right!
  36. 36. Opening hours orBusiness hours Monday 9am – 8pm Tuesday 9am – 8pm Wednesday 9am – 8pm Thursday 9am – 8pm Friday 9am – 8pm Saturday 9am – 8pm Sunday CLOSED
  37. 37. Holidays
  38. 38. We’ll be right back
  39. 39. Open / Closed
  40. 40. Push / Pull
  41. 41. PLEASE,turn out lightswhen not in use
  42. 42. Help wanted
  43. 43. Watch your step
  44. 44. Prohibitions
  45. 45. Employees only Staff only
  46. 46. NOTICEno eating or drinking in this area
  47. 47. No cell phones
  48. 48. No parking
  49. 49. No photography
  50. 50. No smoking
  51. 51. No refunds
  52. 52. First Aid Kit
  53. 53. Emergency exit
  54. 54. CAUTIONWET FLOOR
  55. 55. Sales Sale price _________This week’s specials _________This month’s specials _________ ____ off today Special price Half price Reduced to clear Discount price New season
  56. 56. Thank you!
  57. 57. Reference Communication for Business, by Birgit Abegg and Michael Benford.Professional English in Use: ICT For Computers and the Internet, by Esteras & Fabré Open 24 hours CC: by http://www.flickr.com/photos/sally_12/2613972183/sizes/o/in/photostream/

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