Sales Pre-approach Handling of objections Look It’ll last for a lifetime! Approach Closing cue Hello! Which color would you like? Wants and needs Are you on holidays? Suggestion selling Would you like an extra Features and benefits battery? It has… so you… Reassure Objections Excellent choice! It’s too expensive Payment Cash or credit card?
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.
Commercial emails Requests for information Quotes Delivery Payment Conflicts
First email: enquiry1. Source of address2. Description of your company (reason for enquiry)3. Say what you require (quote, information)4. Ask for: leaflet, sample, visit5. As about: terms of delivery, terms of payment6. 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 structureSalutation Dear Ms Martínez,Message How are you?Polite ending Looking forward to your reply,Signature Daniel Peñalver
Second email: offer1. Reference to enquiry2. Description of your company and goods3. Reference to information, samples, visit, prices, discounts4. Delivery, payment5. Validity of offer and instructions6. Polite ending
Attachments Please find enclosed… Enclosed you will find a copy of our… I’m sending you … with this email.
Third email: order1. Reference to offer2. Details of goods required3. Price, discount, delivery, payment.4. Instructions, arrangements5. Polite ending
Third email: acknowledgement1. Reference to order2. Confirmation (or modification, or refusal)3. Price, discount, delivery, payment.4. Instructions, arrangements5. Request for confirmation6. 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: payment1. Reference to delivery2. Confirmation or complaint3. Reference to payment or invoice4. Polite ending
Tricks Look up words: http://www.wordreference.com Look up sentences: http://www.linguee.es Check your spelling: Revisar > Ortografía