English Conversations / Creative Presents

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By lalitkhungar
customized gift shop.
Christmas items and Christmas decoration ideas
Mrs.Verma How much do these gift penscost?
Salesman These gift pens are Rs.1!! each.
Mrs.Verma That is too e"pensi#e. Gift presents . $y %udget is only Rs.!!.only
Salesman Then why don&t you %uy for your hus%and a waterman pen? 'e ha#e a #ariety of
them.
Mrs. Verma (o) * think * want to gift wine to my hus%and.
Salesman Then how a%out a office briefcase?
Mrs.Verma He has a fairly new one already.
Salesman * know what would make a uni+ue holida Christmas gift. Ha#e a look at these tie
and hand !erchief sets. This is a uni+ue customized gift.
Mrs.Verma ,es. These are really #ery smart and uni"ue holida Christmas gift.. ,es) *&ll %uy
this one. * also need gift bows and gift cellophane paper
(ow) * ha#e to %uy gift presents for my grown up son and daughter and one for my younger son)
who is nine.
Salesman -or your elder son) * suggest an aftershave lotion or a shirt perhaps? 'hat is
his collar si.e?
#EG$ %arr Potter& 'ears ()*
/012 Harry 3otter4 ,ears 156
+mazon Price& 718.!!
/ist 3rice4 798.88
Pen and pencil gift set
family Christmas gift
Mrs.Verma : shirt? (o) * think *&ll take an aftershave lotion for my elder son.
Salesman Then would you consider %uying a best perfume for your
daughter?
Mrs.Verma (o) * want something different. ;omething that she wouldn&t normally %uy
herself.
Salesman /et us see. : "uilted handbag of gift shop would %e #ery useful.
Mrs.Verma ,es<<.. But *&m not sure what colour or shape she would like.
Salesman 'hat a%out some hand made paper white with matching white envelopes? Here are
some %eautiful pads and envelopes.
Mrs.Verma *&m sure Reena would lo#e these. Thank you. Could you pack this hand made
paper white with matchingwhite en#elopes in a Christmas gift wrapping please?
Salesman 2f course. 'ith pleasure.=o you want any wedding en#elopes?
(*! ,hite Gold -+./0+# 1iamond Stud Earrings
16k 'hite 1old (:T>R:/ =iamond ;tud 0arrings ?H*) *) !.6! carat@
+mazon Price& 7A88.88
/ist 3rice4 71)79.!!
Christmas gift cellophane wrapping
hand made paper white with matching white en#elopes
Mrs.Verma * want fun Christmas gifts for my younger son) * know he would like the new
series of the games and puzzles
Salesman *&m sorry $adam) %ut we don&t keep games and puzzles. 'hy not %uy the young
man some puzzle boo!s that he might like to read.
Mrs.Verma He %orrows %ooks from the li%rary. * think he&d enBoy working on the games and
puzzles form a to shop.
Salesman Cust a minute. *&m sure we do ha#e something in our shop for your little %oy.
How a%out these new broad belts with the leaping tiger buc!les. These are
#ery much in #ogue these days.
Mrs.Verma * suppose * could take the %elt<.But no. *&#e decided on the games and puzzles for
Dikram. Thank you) that&s all please make out the %ill. 3ack these in a Christmas gift bag.
Salesman Right) $a&am. But what a%out %uying something for yourself? : fabric handbag
perhaps?
2indle ,ireless 0eading 1evice3
Eindle A1 'ireless Reading =e#ice) -ree A1 F 'i5-i) A1 'orks 1lo%ally) 'hite) 6G
=isplay with (ew 0 *nk 3earl Technology
+mazon Price& 71H8.!!
games and puzzles
Mrs.Verma (o) thank you. *&ll wait for my hus%and to %uy a ladies gift for me. =on&t you
agree?
Salesman Iuite right. Here is your %ill) $a&am. 'ould you please pay at the cash
counter o#er there? 'e will send free Christmas gift also .
Mrs.Verma 'hich address you will send the free Christmas gift to?
Salesman :t the deli#ery counter) which is ne"t to the cash counter.
Mrs.Verma Thank you #ery much for your assistance.
Salesman ,ou are welcome. : Merr Christmas to you $a&am. =o drop in again.
Topic4 0nglish for ;ales and $arketingJChoose the right synonym 6
2ur GChoose the right synonymG e"ercises are designed to help you increase your knowledge of
speciali.ed #oca%ulary. :ll you ha#e to do is choose the right word?s@ to make the two sentences
ha#e the same meaning.
4/ES.5$-S&
1. He was KKKKKKKKKKKKKKKKK a product we were not interested in. L He was trying to sell us a
product we were not interested in.
pitching
e#aluating
e"amining
9. There are more effecti#e ways to KKKKKKKKKKKKKKKKK prospecti#e customers to %uy our
products. L There are more effecti#e ways to con#ince prospecti#e customers to %uy our
products.
persuade
persist
pursue
A. The results of the research KKKKKKKKKKKKKKKKK me to take a different approach. L :fter
seeing the results of the research) * decided to ?* had to@ take a different approach.
promoted
promised
prompted
6. To KKKKKKKKKKKKKKKKK an idea L To make an idea failJ To reBect an idea
sell
sink
stress
. 2ur customers donMt like it when we KKKKKKKKKKKK things down for them. L 2ur customers
donMt like it when we o#ersimplify things for them in order to make them easier to understand.
dome
do
dum%
6. 'hy canMt he e#er answer a +uestion directly? L 'hy does he always talk
KKKKKKKKKKKKKKKKKK a +uestion?
around
a%out
o#er
7. How do you plan to KKKKKKKKKKKKKKKKK this campaign? L 'hat changes do you plan to
make to this campaign?
restructure
resol#e
reorder
H. To take a KKKKKKKKKKKKKKKKK #iew L To not %e o#erly optimistic.
captured
callous
cautious
8. 'hat kind of KKKKKKKKKKKKKKKKK will this ha#e on sales? L How will this affect sales?
income
impact
interest
1!. (ational ad#ertising will %e negati#ely KKKKKKKKKKKKKKKKK. L This will ha#e a negati#e
effect on national ad#ertising.
effecti#e
affected
efficient
Check answers
BUSINESS ENGLISH


MARKETING-SALES
Vocabulary
After-sales
service
Service that continues after the sale of a product
(maintenance, etc.).

Agent
Person or company that acts for another and provides a
specified
service.
BB e-co!!erce
Business to business e-commerce : use of commercial
networks, online
product cataloues and other online resources to obtain
better prices and
reach new customers.
B" e-co!!erce
Business to consumer e-commerce :
online sale of oods and services directly to consumers.
Benc#!ar$ing
!omparin one"s products to those of competitors in order to
improve
#uality and performance.
Buyer
$) %ny person who makes a purchase.
&) % person employed to choose and buy stock for a
company.
"as# refun% offer
'ffer to pay back part of the purchase price of a product to
customers
who send a (proof of purchase( to the manufacturer.
"#ain store
)wo or more shops or outlets that have the same owner and
sell similar
lines of merchandise.
"lient
% person who buys services or advice from a lawyer, an
accountant or
other professional.
"lose *inalise a deal or sale.
"onvenience
store
Small shop located near a residential area that opens lon
hours,
seven days a week.
"usto!er % person who buys somethin from a shop or business.
"ou&on
!ertificate that ives customers a savin when they
purchase
a specific product.
'eal % business transaction.
'e&art!ent store
% lare shop or store that carries a wide variety of product
lines.
'irect invest!ent
+nterin a forein market by settin up assembly or
manufacturin
facilities in that country.
'iscount % reduction in price.
E-co!!erce
Buyin and sellin by electronic means, primarily on the
,nternet.
E-!ar$eting Promotion of products and services over the ,nternet.
% network that connects a company with its suppliers and
.he -egotiation Process
*tMs time to negotiateN Here are a few golden rules to successful negotiations4
(6 +lwas tr to negotiate for at least 1 minutes. :ny less than that and it is unlikely that
either party has had enough time to fairly consider the other side. 1enerally) the si.e or
seriousness of the negotiation determines the amount of time needed to negotiate it. ;etting a
time limit is a good idea. :ppro"imately 8!O of negotiations get settled in the last 1!O of the
discussion.
76 +lwas offer to let the other part spea! first. This is especially important if you are the
one making a re+uest for something such as a raise. The other party may ha#e o#erestimated
what you are going to ask for and may actually offer more than what you were going to re+uest.
86 +lwas respect and listen to what our opponent has to sa. This is important e#en if he or
she does not e"tend the same courtesy to you. =o your %est to remain calm and pleasant e#en if
the other party is displaying frustration or anger. Remem%er some people will do anything to
intimidate you.
*6 +c!nowledge what the other part sas. 0#eryone likes to know that what they say is
important. *f the other party opens first) use it to your ad#antage) %y paraphrasing what you ha#e
heard. Repeat their important ideas %efore you introduce your own stronger ones.
96 Pa attention to our own and our counterpartner:s bod language. Re#iew the chart
%elow to learn how to interpret %ody language during the negotiations. $ake sure that you arenMt
con#eying any negati#e %ody language.
Language to use to show understanding/agreement on a point:
I agree with you on that point.
That's a fair suggestion.
So what you're saying is that you...
In other words, you feel that...
You have a strong point there.
I think we can both agree that...
I don't see any problem with/harm in that.
Language to use for objection on a point or ofer:
I understand where you're coming from however,...
I'm prepared to compromise, but...
The way I look at it...
The way I see things...
If you look at it from my point of view...
I'm afraid I had something di!erent in mind.
That's not e"actly how I look at it.
#rom my perspective...
I'd have to disagree with you there.
I'm afraid that doesn't work for me.
Is that your best o!er$
Body Language Possible meaning
Avoiding Eye ontact
%ying
&ot interested
&ot telling the whole
truth
!erious Eye ontact
Trying to intimidate
Showing anger
"ouching the
face/#dgeting
&ervousness
%ack of con'dence
Submission
$odding
(greeing
)illing to compromise
!ha%ing the
head/turning away
#rustrated
In disbelief
*isagreeing with a point

&ar%us 'pens the $egotiations
It's 'nally lunchtime and +arkus and %ouis meet as planned. +arkus o!ers for %ouis
to speak 'rst, but %ouis declines,
&ar%us: Thanks again for agreeing to meet today. I really appreciate you taking the
time during your lunch.
Louis: -kay, well, let's get started. I'd like to resolve this as soon as possible so we
can get back to work.
&ar%us: .reat. -kay, well, if there's anything you'd like to say 'rst, please be my
guest.
Louis: -h, no, I insist you go 'rst. (fter all, you're the one who asked to meet with
me.
&ar%us: /ery well then. #irst of all I want you to know that I am fully aware of the
challenges you have faced in running this company in the last few years. I
understand that the poor weather last year ended up costing you and all of the local
landscape companies a lot of money. 0owever, I think you reali1e that I am
unsatis'ed with my current salary. I've been with %andscape labourers for 2 years
now and there have been many other years that were pro'table. *espite how much
your business has grown, I'm making less than a dollar more than I was the day I
started.
Louis: You're lucky to have a 3ob in these times.
&ar%us: Yes, and I'm very thankful that you have employed me all this time,
especially during the slow seasons when the company is struggling to make a pro't.
It means a lot to me to have that stability, which is why I have remained loyal to your
company.
Louis: You haven't had much choice but to remain loyal, +arkus. There are no 3obs
out there.
&ar%us: )ell if you don't mind, I'd like to 'nish what I have to say and then you can
let me know what your position is. (s a matter of fact, there are a few companies
hiring right now in our area. These are not all necessarily companies that I would be
interested in working with. #or e"ample, you and I both know that I would never want
to work for a company such as 4owell *esigns. I'd much prefer to be associated with
a company like %andscape %abourers because we do a good 3ob. 0aving said that, I
took the liberty of calling a few other local companies to 'nd out what type of salary
packages they o!er to their foremen.
Louis: #oremen$ I don't have a foreman. I never have. It's not my style. *on't forget,
you're a contract labourer 3ust like the rest of the crew.
&ar%us: Yes, I thank you for bringing that up. 5esides deserving a higher salary, one
that is competitive with local companies, I also think that I deserve a new title. You
and I both know that the crew looks to me as though I am a foreman, even though I
don't have the title.
Louis: You don't have the title, but you also don't have the responsibility. It's a lot of
work being a foreman.
&ar%us: 6"actly. (nd you can't say that you haven't noticed me coming in earlier
than the others and leaving later. I also designate 3obs to all of the crew members
each morning and call suppliers when needs arise. These are duties of a foreman, am
I right$
Louis: I suppose. 5ut a foreman also helps solve con7icts that arise within a team,
and deals with customer complaints. You always pass those things on to me.
&ar%us: I agree with you on that. 0owever, I would be willing to take on these e"tra
responsiblities, should you o!er me a foreman position at a rate of 892.:: per hour.
Sales and Mar!eting English
How effecti#e are your employees at finding or generating
new %usiness opportunities? How successful are they at con#erting sales opportunities into
closed transactions?
0TC< ;ales P $arketing 0nglish Training Courses are designed to help those employees
working in ;ales P $arketing to recognise that it&s Qhow you sell not what you sell& and how to
de#elop new and e"isting %usiness successfully with your international customers and clients.
These specialist 0nglish Training course focus on de#eloping your employees skills within a
sales and marketing conte"t) using authentic scenarios) #alua%le +uestioning and listening
techni+ues and effecti#e selling phrases so your staff can confidently45
R >nderstand their role as the ;alesperson
R 0"plain the features and %enefits of your products
R *dentify and de#elop the need and present a solution
R Build rapport) proBect enthusiasm and use #oice) tone and pitch
R *dentify opportunities to cross sell
R 2#ercome o%Bections and offer alternati#e solutions
R >nderstand the telemarketing process and cold calling
R :ccount management and maintaining contact
R Close the sale) agree outcomes and follow up.
'e understand the need for QCreati#ity&. 'hich is why) we don&t simply package and deli#er Qoff
the shelf& training solutions. 'e in#est time learning a%out you) your %usiness and the real
challenges you are facing. This gi#es us the a%ility to customise your training solution) address
the real %usiness issues and most importantly enhance the performance of your workforce.
;o if you are stri#ing to keep ahead of the competition contact us today and see how your
%usiness can %enefit from an 0TC<;ales P $arketing 0nglish Training Course.
;-%6 -# S(%6S46;S-&
)e mentioned in the beginning of this chapter the important contribution of a
salesperson to the society and to the organi1ation ,%et us now further elaborate and
e"amine the role that he or she plays or is e"pected to play in the contemporary
market situation the outset it is necessary to note that the salesperson has an
obligation to the customer and his organi1ation 0ence , we see his role as shown in
the 'gure
(iagnostic
This involves a salesperson in probing and 'nding the cause of a problem .%ike an
e"pert doctor, a sales person diagnoses the needs of his or her customers ..0e or
she also diagnoses the competitive forces present in the territory and their impact
on his or her product<s share. (nother area of diagnoses is the strength and
weakness of the competitors sales team and distribution in the territory. #urther
more, he or she diagnoses the ma3or development in the territory and their
implication to his or her 'rm<s marketing.
#or e"ample, migration of people from one area to another are or the increasing
popularity of cable T./. in his or her are or the opening of a new shopping pla1a, etc
are some of the trends which an alert salesperson is able to perceive .&ot only is the
salesperson able to perceive these trends but is also able to understand their
implications for his or her organi1ation.
Analyst
0aving diagnosed the need or the market forces the salesperson needs to analyse
customer needs and market trends and identify the linkages, if any. #or e"ample ,
he or she needs to analyse the customer situation and its implication for his or her
organi1ation .%ikewise , he or she needs to analyse the t2rends in the market share
of competitors and his or her organi1ation over the last several time periods.
)nformation Provider
The salesperson is e"pected to play the role of an intelligence agent .In this role he
or she is e"pected to keep the management posted of any signi'cant developments
in the territory .#or e"ample ,has there been any shift in the competitor<s strategy
or tactics$ 0as any new competitor entered the territory$ 0as the competitor
announced any new trade incentive policy$ (ny changes in customer situation like
e"pansion or diversi'cation$ -r any change in persons responsible for buying$ The
management looks upon salespeople to provide them with these and several other
such customer and competitor information.
The customer also wants the salesperson to provide information on the product,
competition new developments in the product area. etc Thus the customer wants
to keep abreast of developments and he sees salespersons as a provider of
information in all those areas.
!trategist
(nother role of the salesperson is that of a strategist. 0e or she being the =soldier in
the 'eld> or the = man in command> .has to evolve a strategy that can help him or
her to be a market leader. Since all other elements of the marketing mi" are outside
of his or her decision arena., the only element that he or her can control are the
time and route planning .#or e"ample ,a salesperson may time the announcement
of a price change in his or her territory in such a way that it will give the 'rm
ma"imum bene't, %ikewise evolving a strategy to sell to an aggressive customer is
the role of a salesperson.
"actician
( salesperson is also a tactician In the sense that he or she evolves tactics to win
over the customer or to enhance dealer satisfaction. Tactics are short?term action
plan 7owing from the strategy , which is a long:term action plan. #or e"ample
choice of words in the face to face negotiation with the customer is a matter of
tactics ,-r how much and when to give in is again a matter of tactic, So, a
salesperson has to be good at tactics if he or she wants to succeed.
hange Agent
%ast, we see a salesperson as a change agent in the market or the territory in which
hen or she operates ,#or it is he or she who introduces new product ideas and
in7uences the life?styles and consumption patterns by making new products and
services available in the territory and in7uencing opinion leaders to accept them
and recommend the same to others .(s we said earlier , the modern society owes a
lot to salespeople , for it is they who help upgrade lifestyle and the @uality of living.
Thus, the role of a salesperson in today<s world is much more than the conventional
role of order taking.