English use in retail

&
Customer service
Opening the conversation
Finding out about customer needs
Describing products
Dealing with customer questions
Dealing with difficult customer
Closing the sale
Opening the conversation
 Greet Customers Appropriately

*Be polite *Professional *Not over friendly

Hello, how can I help you?
Morning ! Can I help you?

Hello, can I help you with something/anything?

Essential Vocabulary;

Hi
Hello
Welcome to…..
Good morning/evening
(Salam)
You will hear,
 excuse me, I was looking….
Hi, do you think you could help me
with……
Hello, I need some help with…..
you can say/ reply,
 Sure, let me check for you.
 Of course, can you tell me….
 Yes, I can. Please tell me more
about what you are looking for.
 Yes, I am happy to help.
 How to prepare for customer conversation
 Get the right tone
 Welcome, TQ and have a nice day.
 Try to use the verb
 May instead can ( May I help you? Or may I offer a sample?)

*get more practice

• Pronunciation & body language

Don’t rush the conversation

Its ok to be nervous but don’t try to hurry the conversation
Don’t do all speaking, listen to the customer and let them talks as well

Research your customers and products

• Prepare knowledge of products
• Memorize the features , price, warranty and advantages
*While listening don’t forget to make eye contact and appear deeply interested
Finding out about customer needs
 Finding out about customer needs
 If you are able to get the customer to tell you what they need

 Then you have a much better chance of offering them something that they are willing to buy.

 Also, this helps you establish a relationship with the customer.

 Customer are more likely to buy from you if they are heard and if that they can trust you

Questions may start with….

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?
What do you consider when choosing a ……..?
Describing products
 Describing products
• Highlight all the products advantages.
• Remember to use all the information the customer gave
you earlier about what they need or want.
Dealing with customer questions
Remember that each conversation has a purpose
Goal is to satisfy customer’s needs and make sale
*makes both of you happy

Understand and Respond to the Client’s Needs

 Every customer has a particular need and your job is to find out what that is.

 Sometimes customer’s need is very specific

 majority have only a vague idea of what they want.

 You must talk to them to find out what would be the best product/ service for them.

 If you are selling something that’s expensive, you must also convince them that your product/service is worth the price.
 The easiest and the best way to do this is to observe before talking.

*observe before talking * Convince them that they really need it

Dealing with difficult customer
Deal with a rude customer without being
rude yourself
 Important to learn from the situation and not take personal offense.

 Your job is to placate (soothe/appease) the customer by apologizing as

polite as you can.

(*however if the customer becomes violent or starts using offensive language, promptly call
management or security)

Essential vocabulary

we are very sorry if our product failed to meet your expectations…

I would like to personally apologize….
I understand that you feel upset….
I can remedy the situation by…( if you have something you can offer)
I am sure we can reach a solution
Closing the sale
 Conclude a Conversation by Sealing the Deal

 Once the customer has made up his/her mind, you can steer the conversation to
payment and close the deal on a positive note.

 But leave a small opening for the future, too!

Essential vocabulary :
Thank you so much for shopping with us.
We hope you enjoyed shopping with us.
We hope you will visit us again.
Looking forward to seeing you again.
Feel free to call us anytime if you have any questions.
If a friend/family member needs