{"id":14851,"date":"2024-09-09T12:31:01","date_gmt":"2024-09-09T11:31:01","guid":{"rendered":"https:\/\/letslearnenglish.com\/?page_id=14851"},"modified":"2024-09-30T10:17:05","modified_gmt":"2024-09-30T09:17:05","slug":"english-for-sales-and-client-service","status":"publish","type":"page","link":"https:\/\/letslearnenglish.com\/pt\/services\/course-outlines\/english-for-sales-and-client-service\/","title":{"rendered":"English for Sales and Client Service"},"content":{"rendered":"
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Introduction<\/h3>

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.<\/p>

Course aims<\/h3>

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.<\/p>

Gram\u00e1tica<\/h3>

By the end of the course, students will be able to:<\/p>

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

    Vocabul\u00e1rio<\/h3>

    By the end of the course students will have learnt approximately 200 expressions used in customer service.<\/p>

    Skills<\/h3>

    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.<\/p>

    Unit Summary<\/h3>

    Module 1<\/h4>
    • Introduction to Sales and Client Service<\/strong><\/li>
    • Grammar:<\/strong> Adverbs of manner<\/li>
    • Vocabul\u00e1rio<\/strong>: Key vocabulary and phrases used in the customer service industry<\/li>
    • Leitura<\/strong>: Principles of Sales and Client Service<\/li>
    • Audi\u00e7\u00e3o<\/strong>: A lecture on customer service<\/li>
    • Escrita<\/strong>: A day in the life<\/li>
    • Falar<\/strong>: Call centre challenges<\/li>
    • Pronunciation<\/strong>: Hot and Heart + connected speech<\/li><\/ul><\/div>

      Module 2<\/h4>
      • Building Rapport with Clients<\/strong><\/li>
      • Grammar:<\/strong> Adverbs of time<\/li>
      • Vocabul\u00e1rio<\/strong>: Polite greetings, small talk, and active listening skills<\/li>
      • Leitura<\/strong>: Getting that connection<\/li>
      • Audi\u00e7\u00e3o<\/strong>: A dialogue dealing with a customer problem<\/li>
      • Escrita<\/strong>: Small talk is a big issue!<\/li>
      • Falar<\/strong>: Connections<\/li>
      • Pronunciation<\/strong>: Hope and Hop + connected speech<\/li><\/ul><\/div>

        Module 3<\/h4>
        • Understanding Customer Needs and Enquiries<\/strong><\/li>
        • Grammar:<\/strong> Comparatives and superlatives<\/li>
        • Vocabul\u00e1rio<\/strong>: Clarifying questions, paraphrasing, and summarising client concerns<\/li>
        • Leitura<\/strong>: What does the client need?<\/li>
        • Audi\u00e7\u00e3o<\/strong>: A dialogue with a mixed-up order<\/li>
        • Escrita<\/strong>: Dealing with the public<\/li>
        • Falar<\/strong>: The client is not a hot potato!<\/li>
        • Pronunciation<\/strong>: Heart and Hat + connected speech<\/li><\/ul><\/div>

          Module 4<\/h4>
          • Presenting Products and Services Effectively<\/strong><\/li>
          • Grammar:<\/strong> Countable and uncountable nouns<\/li>
          • Vocabul\u00e1rio<\/strong>: Describing features, benefits, and comparisons with other options<\/li>
          • Leitura<\/strong>: Effectively Describing Product Features and Benefits<\/li>
          • Audi\u00e7\u00e3o<\/strong>: A dialogue highlighting a product’s key features<\/li>
          • Escrita<\/strong>: Presenting your product<\/li>
          • Falar<\/strong>: Selling the impossible!<\/li>
          • Pronunciation<\/strong>: Guess and Yes + connected speech<\/li><\/ul><\/div>

            Module 5<\/h4>
            • Handling Complaints and Difficult Situations<\/strong><\/li>
            • Grammar:<\/strong> Indirect questions<\/li>
            • Vocabul\u00e1rio<\/strong>: Diplomatic language, empathy, and problem-solving techniques<\/li>
            • Leitura<\/strong>: Complaints: a professional approach<\/li>
            • Audi\u00e7\u00e3o<\/strong>: Dealing with a complaint<\/li>
            • Escrita<\/strong>: Handling complaints<\/li>
            • Falar<\/strong>: Born to deal with angry clients<\/li>
            • Pronunciation<\/strong>: Fine and Vine + connected speech<\/li><\/ul><\/div>

              Module 6<\/h4>
              • Closing the Sale and Upselling<\/strong><\/li>
              • Grammar:<\/strong> Passive voice<\/li>
              • Vocabul\u00e1rio<\/strong>: Persuasive language, offering add-ons or upgrades, and finalising transactions<\/li>
              • Leitura<\/strong>: Mastering the Art of Closing the Sale and Upselling<\/li>
              • Audi\u00e7\u00e3o<\/strong>: A lecture on the science of closing a sale<\/li>
              • Escrita<\/strong>: How to upsell like a pro<\/li>
              • Falar<\/strong>: Unnecessary upgrades<\/li>
              • Pronunciation<\/strong>: Day and Ray + connected speech<\/li><\/ul><\/div>

                Module 7<\/h4>
                • The Importance of Providing After-sales Support<\/strong><\/li>
                • Grammar:<\/strong> Present perfect<\/li>
                • Vocabul\u00e1rio<\/strong>: Following up, addressing additional concerns, and fostering long-term relationships<\/li>
                • Leitura<\/strong>: The Importance of Providing After-sales Support<\/li>
                • Audi\u00e7\u00e3o<\/strong>: Two colleagues discuss after-sales service<\/li>
                • Escrita<\/strong>: After-sales service: a waste of money?<\/li>
                • Falar<\/strong>: When too much is just too much!<\/li>
                • Pronunciation<\/strong>: Cat and Cut + connected speech<\/li><\/ul><\/div>

                  Module 8<\/h4>
                  • Professional Communication in a Multicultural Environment<\/strong><\/li>
                  • Grammar:<\/strong> Requests, offers and permission<\/li>
                  • Vocabul\u00e1rio<\/strong>: Cultural sensitivity, email etiquette, and phone call best practices<\/li>
                  • Leitura<\/strong>: Multicultural Communication issues<\/li>
                  • Audi\u00e7\u00e3o<\/strong>: A lecture on cultural sensitivity<\/li>
                  • Escrita<\/strong>: Cultural differences<\/li>
                  • Falar<\/strong>: Email disasters<\/li>
                  • Pronunciation<\/strong>: Cart and Cut + connected speech<\/li><\/ul><\/div>

                    Follow-up<\/h3>

                    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.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"

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