English for Sales and Client Service

Introduction

English for Sales and Client Service is an online course, consisting of 56 units of English, and providing approximately 60 hours of study for students.

Course aims

To give students at Intermediate, CEFR B1/Upper Intermediate B2 level practice in general and business-oriented language required for business contexts at this level, specifically tailored towards the specialisation of customer service. The course blends grammatical structures necessary for this level, with vocabulary, reading, listening, writing, speaking and pronunciation.

Gramatika

By the end of the course, students will be able to:

  • Use the present perfect tense to describe situations requiring a link between the present and the past.
  • Use the passive form to create a more polite and indirect tone.
  • Use modal verbs to talk about the functions of requests, offers and permission.
  • Correctly use adverbs to describe events happening over time.
  • Use adverbs to describe the manner in which an action is taken.
  • Compare adjectives and adverbs using comparative and superlative forms.
  • Use indirect questions to increase formality and politeness of speech.
  • Distinguish and be able to correctly describe countable and uncountable nouns.

Slovní zásoba

By the end of the course students will have learnt approximately 200 expressions used in customer service.

Skills

By the end of the course students will have had exposure to and practice in reading and hearing formal and informal English from a variety of accents and customer service contexts.

Unit Summary

Module 1

  • Introduction to Sales and Client Service
  • Grammar: Adverbs of manner
  • Slovní zásoba: Key vocabulary and phrases used in the customer service industry
  • Čtení: Principles of Sales and Client Service
  • Poslech: A lecture on customer service
  • Psaní: A day in the life
  • Mluvení: Call centre challenges
  • Pronunciation: Hot and Heart + connected speech

Module 2

  • Building Rapport with Clients
  • Grammar: Adverbs of time
  • Slovní zásoba: Polite greetings, small talk, and active listening skills
  • Čtení: Getting that connection
  • Poslech: A dialogue dealing with a customer problem
  • Psaní: Small talk is a big issue!
  • Mluvení: Connections
  • Pronunciation: Hope and Hop + connected speech

Module 3

  • Understanding Customer Needs and Enquiries
  • Grammar: Comparatives and superlatives
  • Slovní zásoba: Clarifying questions, paraphrasing, and summarising client concerns
  • Čtení: What does the client need?
  • Poslech: A dialogue with a mixed-up order
  • Psaní: Dealing with the public
  • Mluvení: The client is not a hot potato!
  • Pronunciation: Heart and Hat + connected speech

Module 4

  • Presenting Products and Services Effectively
  • Grammar: Countable and uncountable nouns
  • Slovní zásoba: Describing features, benefits, and comparisons with other options
  • Čtení: Effectively Describing Product Features and Benefits
  • Poslech: A dialogue highlighting a product’s key features
  • Psaní: Presenting your product
  • Mluvení: Selling the impossible!
  • Pronunciation: Guess and Yes + connected speech

Module 5

  • Handling Complaints and Difficult Situations
  • Grammar: Indirect questions
  • Slovní zásoba: Diplomatic language, empathy, and problem-solving techniques
  • Čtení: Complaints: a professional approach
  • Poslech: Dealing with a complaint
  • Psaní: Handling complaints
  • Mluvení: Born to deal with angry clients
  • Pronunciation: Fine and Vine + connected speech

Module 6

  • Closing the Sale and Upselling
  • Grammar: Passive voice
  • Slovní zásoba: Persuasive language, offering add-ons or upgrades, and finalising transactions
  • Čtení: Mastering the Art of Closing the Sale and Upselling
  • Poslech: A lecture on the science of closing a sale
  • Psaní: How to upsell like a pro
  • Mluvení: Unnecessary upgrades
  • Pronunciation: Day and Ray + connected speech

Module 7

  • The Importance of Providing After-sales Support
  • Grammar: Present perfect
  • Slovní zásoba: Following up, addressing additional concerns, and fostering long-term relationships
  • Čtení: The Importance of Providing After-sales Support
  • Poslech: Two colleagues discuss after-sales service
  • Psaní: After-sales service: a waste of money?
  • Mluvení: When too much is just too much!
  • Pronunciation: Cat and Cut + connected speech

Module 8

  • Professional Communication in a Multicultural Environment
  • Grammar: Requests, offers and permission
  • Slovní zásoba: Cultural sensitivity, email etiquette, and phone call best practices
  • Čtení: Multicultural Communication issues
  • Poslech: A lecture on cultural sensitivity
  • Psaní: Cultural differences
  • Mluvení: Email disasters
  • Pronunciation: Cart and Cut + connected speech

Follow-up

Students completing the English for Sales and Client Service course should feel confident in tackling any upper intermediate course, including our Upper Intermediate Business Power course.