Commercial emails, e-commerce.

2. Lesson three
Wednesday 16th November 2011

3. Hello!
Good morning!


4. Revising
What we have learned so far.

5. Sales

6. 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?

9. Complaints
Listen
Acknowledge
Solve
Thank

11. Complaints about things
 Bent  Dented  Out of date
 Broken  Discoloured  Rusty
 Chipped  Faded  Scratched
 Cracked  Illegible  Stained
 Crushed  Leaky  Twisted
 Deformed  Noisy  Wet

12. Complaints about people
 Aggressive  Incompetent  Rude
 Clumsy  Insolent  Unfriendly
 Dirty  Late  Unhelpful
 Dishonest  Messy  Unprofessional
 Impatient  Untidy  Untrained
 Impolite  Negligent  Untruthful
 Incapable  Offensive

13. Options
 Substitute  Send an expert
 Refund  Contact insurance
 Reduce price  Send back to manufacturer
 Give more goods  Call the manager
 Offer a complaint form

14. On the phone
Requests for information
Prices and discounts
Sizes / Features
Delivery
Payment
Complaints

15. Hello!
Good morning!


16. 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?

17. 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.

18. 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.

19. 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.

21. Emails
What is an email?

22. Email address
example-address@gmail.com
Username @ (at sign) Domain name
Top-level
Mail server
domain

23. Parts of an email

24. Email
 To:
 CC:
 BCC:
 Subject:
 Body:

25. To:
Recipient

26. To:
Recipient

27. CC: Carbon Copy
Someone interested (visible)

28. BCC: Blind Carbon Copy
Someone interested (INVISIBLE)

29. Subject:
What this message is about

30. Body:
The things we want to say
Signature
Attachments
Smileys (or emoticons)   :-O

31. Email
To: example-address@gmail.com
CC: boss@gmail.com
BCC: friend@gmail.com
Subject: My first email
Hi, this is my first email!
Body:
Me

32. Spam
It hurts everyone.

33. Commercial emails
Requests for information
Quotes
Delivery
Payment
Conflicts

34. First email: enquiry
1. Source of address
2. Description of your company (reason for enquiry)
3. Say what you require (quote, information)
4. Ask for: leaflet, sample, visit
5. As about: terms of delivery, terms of payment
6. Polite ending

35. 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!

36. Message structure
Salutation Dear Ms Martínez,
Message How are you?
Polite ending Looking forward to your reply,
Signature Daniel Peñalver

37. Second email: offer
1. Reference to enquiry
2. Description of your company and goods
3. Reference to information, samples, visit, prices,
discounts
4. Delivery, payment
5. Validity of offer and instructions
6. Polite ending

38. Attachments
 Please find enclosed…
 Enclosed you will find a copy of our…
 I’m sending you … with this email.

39. Third email: order
1. Reference to offer
2. Details of goods required
3. Price, discount, delivery, payment.
4. Instructions, arrangements
5. Polite ending

40. Third email:
acknowledgement
1. Reference to order
2. Confirmation (or modification, or refusal)
3. Price, discount, delivery, payment.
4. Instructions, arrangements
5. Request for confirmation
6. Polite ending

41. Payment terms
 You can pay in three easy installments.
 We offer fixed monthly repayments at attractive
interest rates.
 Pay in easy, interest-free installments.

42. Fourth email: payment
1. Reference to delivery
2. Confirmation or complaint
3. Reference to payment or invoice
4. Polite ending

43. Tricks
 Look up words:
 http://www.wordreference.com
 Look up sentences:
 http://www.linguee.es
 Check your spelling:
 Revisar > Ortografía

45. E-commerce
Online shopping

46. Your website needs…
Shopping cart program
Secure Socket Layer (SSL) certificate (secure credit card information transfer)
Payment gateway

47. 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

48. How to sell
Marketing
Search Engine Optimization (SEO)
Usability
Social media (Twitter, Facebook)
Pay Per Click

50. Thank you!

51. Reference
Communication for Business, by Birgit Abegg and Michael Benford.
Professional English in Use: ICT For Computers and the Internet, by Esteras & Fabré