There are various styles in customer service. Sales techniques can range from subtle or soft-sell to more direct or hard-sell, depending on the type of product or service being offered.
Hard selling is more common in selling real estate, cars, furniture, major appliances, insurance, and financial services because these products and services are usually sold on a commission basis. In most retail stores, however, you will encounter soft selling.
Task 1:
Listen to these two sales dialogues. Answer the following questions.
1. How are the two sales styles different?
In the first episode,the sale man makes me uncomfortable, he looks like compel customer and lure them by benefit.
In the second episode,the sale women was nice, she tried to understand customer needs and budgets,gave right advice to her.
2. What hard-sell techniques does the salesperson use in the first dialogue?
Free product is most forceful hard sell technique that salesperson used.
3. What constitutes soft selling in the second dialogue?
Nice attitude, gratify customer needs.
Task 2:
Click on this link and record your answer. Think of one time when you have been in a situation, either as a customer or as a seller, and record which sales style was it? What was being sold? Describe how the seller tried to convince you to make a purchase. How did you respond to it?
Task 3:
Guess the meaning of the following expressions:
Word/expression
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Meaning
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Sentence
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Giveaway
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gift,sample
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Can I have a sample,because I worry I have allergy to it.
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That sounds too good to be true
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unbelievable
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That sounds too good to be true, can I have it ?
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I’m not sure I’m comfortable with that
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I don’t know. That’s kind of soon
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Take advantage of
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This is a limited offer
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a passion for hockey
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keen to
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Hockey gear
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tools
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