Day 19_ Spoken English

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Parichay

October 28, 2013

Spoken English


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Spoken English

Learn English conversations & Improve English

Speaking through everyday communication.

Importance of English

How to learn

Practical'so Lets Talk

o Greetings and Introduction

o Top phases with customers

o Exercises


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Video : Namaste London


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Did you know that .


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Did you know that .

ENGLISH is the second official language in India, after HINDI

All official forms in India are written both Hindi and English

An estimate of 100 million people of a population of 1.1 billion people

speak English in India(Source: Census Report 2000, Published in 2010)


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Why do you think you will need English?

You willbe

working

Could beout of

your own

region

May notknow the

local

language

Englishwill be

the

bindingFactor


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How to improve English Speaking?

Learn & Study Phrases

Dont translate from mother tongue

Reading & Listening isn't enough. Practice what you hear.

Practice makes it perfect, make sure your source is correct.


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Lets Talk


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Lets Talk Topics:

I like cooking because.

My favourite cricketer is ..

My family ..

My best friend is

My daily routine is .

The last movie I saw was ..

I love my mother because.

I went shopping for ..

The most remarkable moment in my life was


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Greetings and Introduction

Before 12 Noon we say Good Morning

After 12 Noon we say Good Afternoon


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Greetings and Introduction

After 4 PM we say Good Evening

Before we leave at the end of the day

we say Good Night


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Introductions

Sales Person: Good Morning Madam, My name is Nitin Sharma.

Customer: Hello Mr. Sharma, Pleased to meet you I am Mrs. Smita

Saha

Sales Person: Nice to meet you Mrs. Saha, How are you today?

Customer: I am doing fine, Thank you.


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Introductions

Person 1: Hi, I am Nitin.

Person 2: Hey Nitin , nice to meet you, I am Smita.

Person1: Hi Smita, Nice to meet you too & How are you today?

Person 2: Just great, thanks.


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Greeting the customer

Greeting has to be formal Good Morning Hi

Addressing the customer Mr. First Name Mr. Last Name


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Greeting the customerRemember while addressing a customer

- When you know the name:

E.g Ravi SharmaNeeds to be addressed as MrSharma

-When you dontknow the name - SirorMadam

- If you need to ask for the name - MayI please know yourname?


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Self IntroductionRemember while introducing self to the customer

- GoodMorning, I am Nitin Sharma

- Howmay I help you?

- That is ok, I am just looking.

-That is ok, Madam in case you need any assistance , please feel to call me.


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Tele - Conversation

GoodMorning, Thank you for calling _______, I am

Nitin Sharma. Howmay I help you?

________, I am Nitin Sharma , How can I be of

assistance?


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Exercise 1: Tele Call Role Play Customer has called for your manager who isn't in the office

(offer assistance and take message)

Customer has called to enquire about a product that has been advertised

(Give full information)

Customer has called to order for products to be delivered at home.

( remember to take the full address and the goods that are being ordered)

Customer has called in to complain about a product

(offer assistance, assure the services of the company)


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Exercise 2: Top Phrases with the customers

Situation A:You are faced with an

agitated / angry customer

How will you begin your sentence in this type of a situation?


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Top Phrases with the customersPossible PhrasesRest assuredmadam, I will personally look into

the matter

I do unders tand the inconvenienceyou have

faced

I wi l l be more than glad/ happyto assist you.

I com pletely understand the reasonwhy you

feel this way.We sincerely apolo gizefor the inconvenience

caused due to the faulty product.

Please madam, allow me some t imeto get back

to you with the solution.


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Top Phrases with the customers

Situation B:Your customer is asking for

Service assurances or

special offers .


If I buy 10 units of this product,

can you offer me an extra

discount?


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Top Phrases with the customersPossible Phrases

I will surely ensure that they are delivered at

your store / Home .

What I will do for you right away is

I assure you I will try my best..

What I can do for you right now is .

Whydont I check with my manager and get

back to you right away


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Situation C:

Your customer is asking for

Assurances or expresses

doubts.


Does this car come with seat

adjustments?


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Top Phrases with the customersPossible Phrases

Take an advisory tone

I would highly recommend this

as this is the latest design that is

suitable for young people.

why dont you test drive this

car and I am sure you can feel

the comfort in driving this car


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Top Phrases with the customersHow to explain features, policies and procedures to a customer?

About payment Options

There are various payment options. I can work out a payment structure that we

are both comfortable with.

About Exchange Policy

Our exchange policy suggests that you will have to retain the bill and the

merchandise must be in an unused condition.

All Exchange must be done within seven days of buying the product and please

retain / keep the original bill for the same.


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Top Phrases with the customersHow to explain features, policies and procedures to a customer?

About Loyalty Card Membership

As soon as you receive the welcome kit, call us at this number and your loyalty

card will get activated.

if you could please fill up this form and give it to us, we can start the process

immediately

Explaining features of a Product

Allow me to demonstrate the latest features on this Plasma Television.


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You will surely be able to enjoy..

You will ONLY be charged..

We have a variety of..

Its a wonderful service where instead of _______, you can ____________

This is the best plan/scheme for your requirements..

Forjust rupees _____. you can..

ForSpecial customers like you..

How to explain the benefits of a product or promotion to a customer?


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Yoursatisfaction is a great compliment for us Mr./Ms_____

Thank you so much for shopping with us.

Assuring you our best services Mr. / Ms.___________. Have a great day

ahead!

We value your feedback.

Other positive phrases for customer satisfaction


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Build Sentences with the words given

1.told, Suman, about, is, you, I, Tarun, yesterday. Hello, this

2.you, glad, to, meet, Hello,

3.I, So, am

Exercise 3:

Correct Answers

1. Hello Suman / Tarun, this is Tarun / suman I told you about yesterday

2. Hello, Glad to meet you

3. So am I


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4. We, for, Shall, a, while? For, Walk, a, go

5. to, the, restaurant, could, In, the, go, we, evening

6. The, have, to, cinema, we'll, to, go

Exercise 3:

Correct Answers

4. Shall we go for a walk for a while?

5. We could go to the restaurant in the evening.

6. Well have to go to the cinema


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7. out, Would, going, you, mind, shopping?

8 What, do, you, think, Jim?, about,

9. me, It's ,all, right ,with,

10. Its, didnt, my, I, umbrella, raining, get, and

Exercise 3:

Correct Answers

7. Would you mind going out shopping?

8. What do you think about Jim?.

9. Its all right with me

10. Its raining and I didnt get my umbrella


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Put the sentences in the correct order:(Conversation between a guest and hotel staff at the reception counter)

1. Oh, I'm sorry, sir. There's been a mistake

2. The same price? That's fine. Thank you.

3. No, I reserved a single room with a bath.

4. John Smith. My reservation is for two nights.

5. Good morning. I have a reservation.

6. Thank you.

7. But we can give you the room at the same price.

8. Good morning, sir. What's your name please?

9. Yes, sir. A double room with a shower.

10.Here's your key, sir. Room one.

Exercise 4:


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Answer in the correct order:

1. Good morning. I have a reservation.

2. Good morning, sir. What's your name please?

3. John Smith. My reservation is for two nights.

4. Yes, sir. A double room with a shower.

5. No, I reserved a single room with a bath.

6. Oh, I'm sorry, sir. There's been a mistake

7. but we can give you the room at the same price.

8. The same price? That's fine. Thank you.

9. Here's your key, sir. Room one.

10.Thank you.

Exercise 3:


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Documents

Day 19_ Spoken English