Comprehensive Guide to Sales and Customer Service Skills: From Sales Pitches to After-Sales Handling

A person who works in sales can be called a salesperson, salesman, saleswoman, or sales representative, often shortened to sales rep. Their primary responsibility is to interact directly with potential customers, showcase products, overcome objections, provide answers to any hesitations, and try to close the sale, meaning to successfully convince the customer to make a purchase. The salesperson's presentation is called a sales pitch, and the word "pitch" can also be used as a verb, as in "she's pitching a new line of organic cosmetics." Salespeople are often highly motivated because they may receive commissions on each sale, meaning they receive a percentage of the profit as a bonus. To start a sales conversation, a salesperson might ask, "Would you be interested in...?" or "Have you heard about...?" They might offer a free sample or demonstrate how a product works to engage the prospective customer.

When showing a product, salespeople aim to highlight the product's positive aspects and how it will benefit the customer. Common phrases include "As you can see, it's as beautiful as well as functional," "It has a high-definition screen that's perfect for watching movies," or "It's made of the finest cotton, which will feel great against your skin." They often suggest practical uses for the product, such as making smoothies or editing photos efficiently with software. If the prospective customer seems uninterested, a good salesperson offers alternatives, saying, for example, "Perhaps you'd like to see something a little smaller or more user-friendly," or "If you're looking for something different, let me show you our newer models." Matching the right product to the customer's needs is crucial, and questions like "Could you tell me a little more about what you need?" help achieve this.

To make the sales pitch more convincing, a salesperson may offer a free trial or highlight guarantees and warranties. A guarantee is a promise that the product will satisfy the customer or work as advertised, otherwise allowing a refund. A warranty ensures that if a product malfunctions, the company will repair it free of charge within a certain period. Salespeople also emphasize value through phrases such as "The price is unbeatable," "Buy two, get one free," or offering financing options and installments, allowing customers to pay in smaller portions. When customers are uncertain, the salesperson can provide reassurance by leaving a card and offering to follow up later. If a purchase is confirmed, expressions like "Here you go" or "I'll draw up the paperwork" finalize the transaction, including preparing invoices and documentation.

Salespeople may suggest additional products, increasing customer satisfaction and sales. In customer service, representatives help resolve issues with products. Common opening phrases include "How can I help you?" Customers express problems such as receiving the wrong item, delayed delivery, defective or damaged products, or login issues. Demonstrating empathy is important, with phrases like "I'm sorry to hear that," "I understand why you're disappointed," and "I realize this must be frustrating." Asking clarifying questions such as "Could you give me your order number?" helps investigate the problem effectively.

Once the problem is identified, clear communication is key. Phrases such as "It looks like..." or "Apparently..." explain the situation, while "I'm afraid..." delivers bad news tactfully. Solutions can include exchanges, refunds, or replacements, and sales representatives communicate steps clearly, e.g., "I'm happy to take care of this for you" or "I'll have to look into it further and get back to you later." Asking the best way to contact the customer ensures follow-up is possible. Closing phrases like "Thanks for your patience" and "Is there anything else I can help you with today?" ensure the interaction ends politely and professionally.

Above content is collected by Xiao Wu from qicai.com, covering listening practice for business English courses, speeches, meetings, negotiations, and phone communication. Hope you gain some insights after listening!