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Business English

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Published in: Business English
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Notes on Business English

Abu S / Jeddah

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  1. Essential Phrases for English Sales Conversations Opening the conversation It's really important to start the conversation off in a verv positive and helpful manner. You stand much higher chances of closing the sales if you're nice from the very start. If the customer comes to you, they will often say: Hi, I was looking for... Do you think you could help me with... ? I need some help with... Then you can say: Sure, let me check for you. Of course, can you tell me what size/style/model you need? Yes, I can. Please tell me more about what you're looking for. Yes, I'm happy to help. If you're approaching the customer in a store: Hello, how can I help you? Hi! Can I help you? Hello! Can I help you with something/anything? If you're contacting a new customer by phone: Hello, have you heard of the new... ? Hi, I'm [name] and I represent [company name]. Would you be interested in finding out about our latest product/service? Finding out about customer needs If vou qet the customer to tell vou what thev need, then you have a much better chance of offering them something that they're willing to buy. Also, this helps you establish a relationship with the customer. Everybody knows that customers are more likely to buy from you if they feel listened to and if they feel that they can trust you. Here are some questions you might ask a customer to get to know them and their needs: Have you used such a product or anything similar before? How do you want to use the product? How often do you need to use the product? Are you using anything else from this range? Describing products This is your chance to hi hli ht all the roduct's advanta es. Remember to use all the information the customer gave you earlier about what they need or want. For example, if you know they're always using their technology, then you might highlight the long battery life of a phone or laptop. The most important feature of this product is... This newer version has many advantages over the older one. One of the things I like best about this product is..
  2. This product can be used in several ways, but we recommend Dealing with customer questions Customers almost always have questions before making up their minds. It's like they're asking you to convince them to buy the product. So make sure that you're well informed about the products you're selling and if you don't know the answer to a question, tell them you will find out, like in the first example below: Customer: What is the warranty on this product? Salesperson: I'm not sure, but let me check that for you... Okay, I see now. The warranty covers your product for 3 years. Customer: How long does the battery last in this phone? Salesperson: It should last around 36 hours, but it depends on how you're using your phone. Customer: What if I can't figure out how to use this product? Salesperson: You can always drop in or give us a call. We'll be more than happy to help! Responding to doubts about products If customers express their doubts to you, that's really a good sign. It usually means that they want you to convince them the product is worth buying. So pay attention to their concerns and don't just dismiss them as unimportant. Customer: I'm not sure I like this product in this color. Salesperson: We can also order it in black or blue. Which color would you prefer? Customer: Maybe I shouldn't buy a new laptop. My old laptop is still doing a pretty good job. Salesperson: I totally understand you. I loved my old laptop so much that I didn't want to replace it, but now I simply don't know how I'd live without my new laptop. There are so many improvements in new versions of electronics! Customer: Yeah, maybe, I'm not sure... Salesperson: For instance, this newer version has this amazing feature which allows you to... Dealing with difficult customers Difficult customers can be pretty touqh to manaqe, but not if you remember one important thing: Don't take it personally! They're having a problem with the product or with company policies, not with you. You're there to help them find the best option for them. So just listen to what they're saying and try to ignore the tone and negative words that they're using so you can focus on finding the best solution. Customer: I bought this product here last week, but it's already broken. I'm so angry because I paid a lot of money for it!
  3. Salesperson: I understand you are upset. If you have the warranty certificate, we should be able to replace it for you. Customer: I don't want a replacement! What if that breaks down too? I want my money back! Salesperson: I'm afraid we don't have that option. You could, however, choose another product in this price range. Closing the sale The whole sales conversation can go really smoothly, but if you don't close the sale, the customer will leave and you won't achieve your sales goal. Once you've had a good conversation and feel the customer is ready to make a decision, take charge and move the conversation towards the final point: Paying for the product or signing the contract. Customer: I guess I like this one in black more than the other one in grey. Salesperson: Great! If I place an order now, you'll get it by tomorrow morning. Customer: Sure, I'd like that. Salesperson: We need an advance payment guarantee of 20%. You'll pay the remaining 80% when you get the product. Customer: That sounds great, thank you! Customer: This seems to look better on me than the other one, doesn't it? Salesperson: I like this one more too. Do you want to use our installment system or buy it now at a discount? Customer: I'd rather pay up-front and get the discount. How much is it? Salesperson: 10% Customer: Cool, let's do this. Of course, there are many ways in which these conversations could go, depending on each situation in particular. Here's a full example of a sales conversation. You can practice role-playing this with another student, then make your own versions for similar situations. Situation: It's the beginning of December and a customer enters an electronics store. He seems to be looking for a specific product when the salesperson approaches him. Salesperson: Hi, are you looking for something in particular? Customer: Yeah, I saw this set of wireless headphones on your website at a really good price. I think it was 50% off or something like that. Salesperson: Unfortunately we only had that offer last weekend, after Black Friday. Customer: Hmm, I'm disappointed. Have you run out of stock? Salesperson: We still have the headphones, but they are only 20% off now. It's still a very good price. Customer: I guess I'll just wait for the after-Christmas sales. Salesperson: I could offer you something even better at the same 20% off price. The headphones you wanted don't have a wired option, and we have another set that has this option. Customer: But I don't want a wired option, I want them to be wireless.
  4. Salesperson: Yeah, I totally get you. But you see, these are wireless and have an extra feature. After your battery runs out, you can still use them if you plug the cable in. That's just until they're charged again. This way, you aren't left without your music when the batteries run out. Customer: Hmm, that sounds great, but how long do the batteries last? Salesperson: Around 20 hours, but it depends on the volume level. Customer: 20 hours is pretty good. But then would I still be needing the wired option? I mean, if the batteries last so long. . Salesperson: This is a better product than the one we had on 50% off last weekend. You'd be paying a bit more, but the added feature makes all the difference. And yes, I think the wired option is worth it. Once you get used to batteries lasting so long, you may forget to charge them in advance and then you need to stop your music and charge them. Really inconvenient, if you ask me. Customer: I guess you're right. Okay, I'll go with those. Can I pay for them Salesperson: Sure, do you want them packed as a gift? Customer: Not really, they're for me. Salesperson: Here you are. Thank you! I hope you enjoy the headphones. Customer: Thank you for your help! Once you've practiced the conversations above, you'll see you'll feel much more confident when adapting your speech to different versions and situations. The most important thing for you as a salesperson is to be as helpful as you can be, while also respecting the rules of the company that employs you. And remember to smile!

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