Sales representative Customer

Answer the phone                                   Introduce yourself. Say you have

                                                                some problems with your order.

Ask for details                                         Give details of the first problem

Apologise for the first problem              (shirts are wrong colour and size)

                                                               

Apologise again and offer solutions.      Give details of the second problem

                                                                (want 2000 not 200, as soon as

Say goodbye.                                           possible)                                                                                                             

                                                                Thank the sales representative.

                                                                Say goodbye.

                                                                                                                                     

Useful language

Answering                                              Getting through

Hello. This is...                                        Can I speak to ................, please?

Good morning. Carl Fisher speaking.     Can he call me back, please?

 

Apologising                                             Stating the problem

I’m very sorry about that                         I’ve got a problem with...

I’m sorry to hear that.                              There are some problems with...

 

Getting details                                           Giving details

Can you give me some more information? The invoice is incorrect.   

Which model is it?                                       There is a piece missing.

Can you give me the details?                      It’s the wrong part/model/item.

 

Finding solutions                                       Finishing a conversation

We can give you a refund.                          Thank you.

I can talk to a manager.                               Thanks for your help.

We can send you a new one.

 

 

Writing

Telephone messages

For a telephone message write down only the important information. Use note form. Make sure you write the correct telephone number of the caller. Include your name as well.

 

Example:

To: Donny Randall                            Name of caller:  Brett Sinclair

Date:  7^th April                               Time: 10:15 a.m.

Message:  Meeting place with Adriana changed from Grappa’s to Cafe Continental. Be there at 9:00 p.m.

Action: Call back if problems 016997207743.

Signed:  Frank Churchill

Unit 7

Marketing

Starting up

1. “The four Ps” form the basis of the marketing mix. If you want to market a product successfully, you need to get this mix right. Match the ‘Ps’ to their definitions.

Product                  the cost to the buyer of goods or services

Price                      informing customers about products and persuading

                              them to buy them

Promotion             where goods or services are available

Place                     goods or services that are sold

 

Read the extracts where people are talking about different products. Decide which of the four Ps each speaker is discussing.

Speaker 1

I really wanted it, but when I tried to buy it, I just couldn’t get it anywhere. My friend heard that it was in one shop and he queued there for ages, but they’d run out by lunchtime.

 

Speaker 2

The company held a party on a river boat to launch their new campaign. It was absolutely fantastic. We also got a free gift at the end.

 

Speaker 3

The shoes were really expensive but definitely worth it. I think the fact that they are so expensive really distinguishes them from the competition.

Speaker 4

I’ve had this briefcase for 20 years and it still looks good. The material is high quality and long-lasting.

 

Think of some product you have bought recently. Why did you buy them? Which of the four Ps influenced your decision?

Vocabulary

For each group of words fill in the missing vowels and match the words to the correct definitions.

              r_s_ _ rch     the percentage of sales a company has

1 market s_ gm_ nt     information about what customers want and

              sh_ re           need

                                        a group of customers of similar age, income

                                        level and social group

 

                b_h_v_ _ _r description of a typical customer   

2 consumer pr_f_l_       where and how people buy things

                 g_ _ ds        things people buy for their own use

 

                  l_ _nch          introduction of the product to the market

3 product  l_f_ cycl_   length of time people continue to buy a

                  r_ng_            product

                                            set of products made by a company

 

           f_r_c_st             how much a company wants to sell in a period

4 sales f_g_r_s              how much a company thinks it will sell in a

           t_rg_t                 period

                                          how much a company has sold in a period

 

                  c_mp_ _gn  a business which advises companies on

                                           advertising and makes ads

5 advertising b_dg_t        an amount of money available for advertising

                                           during a particular period

                   _g_ncy       a programme of advertising activities over

                                           a period with particular aims

 

Use one expression from each of the groups in sentences of your own.

Reading

Selling Dreams

    Ferrari, Italy’s maker of sports and racing cars is one of the most famous brands in the world. The company got its high reputation among the world’s corporate giants almost without the help of an advertising department. Only in 1993 Ferrari created a marketing department. It just doesn’t need any

extra advertising. Only parking these exciting automobiles is enough to draw a crowd.

    Customers are now spending more money on products they desire rather than on products they simply need. All companies must therefore produce goods of very high quality. Like Ferrari, all companies must create and sell “dreams”, which possess certain emotional qualities that match customers’ strongest desires.

    Statistics for luxury goods shows some interesting facts. The largest market for the car maker’s products in the world is Switzerland, with 220 Ferraris sold in 1997. The company, on the other hand, sells only 2.7% of its cars to women. Rolex and the highest number of luxury watches are sold in Italy, while Japan continues to be the leading market in the world for leather goods from Gucci and Ferragamo.

China, amazingly, appears to be drinking a lot of Hennessy cognac.

1. Answer the following questions on the text:

1. Which are the biggest markets for these products?

1. Ferraris

2. Rolex watches

3. Leather goods

4. Hennessy cognac

2. What do these numbers in the article refer to?

1. 1993

2.  220

3. 1997

4. 2.7

3. What was unusual about Ferrari’s marketing until 1993?

4. What should all modern companies do?

 

Discuss these questions.

a) Which companies and products in your country are you most proud of?

b) Why do you think customers are now spending more money on products they desire rather than on products they need?

c)What do you think is the difference between a need and a desire? Give examples.

 

Grammar review

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