https://www.youtube.com/watch?v=KBSrZYXkkyE
https://www.youtube.com/watch?v=5Rl6ak69JuM
https://www.google.com/url?sa=t&rct=j&q=&esrc=s&source=web&cd=16&cad=rja&uact=8&ved=2a
hUKEwjuzLqomZjiAhXGl4sKHUKZBDUQtwIwD3oECAkQAQ&url=https%3A%2F%2Fwww.youtube.com
%2Fwatch%3Fv%3DYIEh-veJBck&usg=AOvVaw2FjXOnnVNU40JJ_kz71G7x
Drone Theory
https://www.businessenglishresources.com/learn-english-for-business/student-section/businessvocabulary/business-vocabulary-retail/
https://www.youtube.com/watch?v=mmer1F3F0YE
https://www.scribd.com/doc/55104800/Useful-Phrases-and-Vocabulary-for-Customer-Service
https://www.myenglishteacher.eu/blog/english-idioms-for-time-with-examples/
https://www.myenglishteacher.eu/blog/phrasal-verbs-with-call/
https://www.myenglishteacher.eu/blog/formal-and-informal-email-phrases/
https://www.myenglishteacher.eu/blog/7-simple-steps-to-improve-business-email-writing-skills-inenglish/
https://www.myenglishteacher.eu/blog/list-of-sentence-connectors-in-english/
https://www.myenglishteacher.eu/blog/how-to-say-thank-you-26-thank-you-sayings/
https://www.myenglishteacher.eu/blog/making-complaints-in-english/
https://www.fluentu.com/blog/business-english/english-for-sales/
https://quizlet.com/19984214/retail-vocabulary-flash-cards/
https://squareup.com/townsquare/retail-dictionary
https://www.englishclub.com/business-english/vocabulary_selling.htm
https://www.myenglishteacher.eu/blog/sales-vocabulary/
https://global-exam.com/blog/en/ielts-vocabulary-purchases-and-sales/
https://english-the-easy-way.com/Speaking/Rent_Apt_Questions.html
http://www.english-test.net/esl/learn/english/grammar/ae026/esl-test.php
https://englishlive.ef.com/blog/career-english/career-english-four-key-phrases-you-need-as-asales-assistant/
https://www.vendhq.com/blog/how-to-greet-customers-in-retail/
https://www.youtube.com/watch?v=Eg7NRP4c9vU
https://www.curso-ingles.com/en/learn/courses/travelvocabulary/shopping/clothing-shop-assistant
http://www.nvtc.ee/eoppe/Varkki/customer/return_an_item_to_a_shop_and_get_a_refund.html
Examples of small talk questions your associates can use on the sales floor:
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Are you enjoying your afternoon?
How’d you hear about us?
Did you watch the game last night? I stayed up to watch the end!
How’s your day going?
What are your up to the rest of the day?
Who are we shopping for today?
What brings you in to see us again?
It’s great to see you again.
Welcome back! How’ve you been?
Did you have a good weekend?
Coming in for another ___ (insert their previous purchase)?
I like your ___ (shoes, scarf, coat, hairstyle, lipstick, etc.)
Wow, how are you navigating that traffic?
Are you managing to stay dry with all this rain!?
Are you enjoying all the sun we’ve been having?
Have been around to the corner to store X? It’s one of my favorites. (Follow up with
What do you like about that store?)
Would you like a basket?
Can I free up your hands?
How about I start a fitting room for you while you continue looking around?
Would you like me to hold your cup of coffee at the counter so you can shop easier?
Are you finding what you thought you would?
Essential Phrases for English Sales Conversations
Opening the conversation
It’s really important to start the conversation off in a very positive and helpful manner. You
stand much higher chances of closing the sales if you’re nice from the very start.
If the customer comes to you, they will often say:
Hi, I was looking for…
Do you think you could help me with… ?
I need some help with…
Then you can say:
Sure, let me check for you.
Of course, can you tell me what size/style/model you need?
Yes, I can. Please tell me more about what you’re looking for.
Yes, I’m happy to help.
If you’re approaching the customer in a store:
Hello, how can I help you?
Hi! Can I help you?
Hello! Can I help you with something/anything?
If you’re contacting a new customer by phone:
Hello, have you heard of the new… ?
Hi, I’m [name] and I represent [company name]. Would you be interested in finding out about
our latest product/service?
Finding out about customer needs
If you get the customer to tell you what they need, then you have a much better chance of
offering them something that they’re willing to buy. Also, this helps you establish a
relationship with the customer. Everybody knows that customers are more likely to buy from
you if they feel listened to and if they feel that they can trust you.
Here are some questions you might ask a customer to get to know them and their needs:
Have you used such a product or anything similar before?
How do you want to use the product?
How often do you need to use the product?
Are you using anything else from this range?
Describing products
This is your chance to highlight all the product’s advantages. Remember to use all the
information the customer gave you earlier about what they need or want. For example, if you
know they’re always using their technology, then you might highlight the long battery life of
a phone or laptop.
The most important feature of this product is…
This newer version has many advantages over the older one.
One of the things I like best about this product is…
This product can be used in several ways, but we recommend…
Dealing with customer questions
Customers almost always have questions before making up their minds. It’s like they’re
asking you to convince them to buy the product. So make sure that you’re well informed
about the products you’re selling and if you don’t know the answer to a question, tell them
you will find out, like in the first example below:
Customer: What is the warranty on this product?
Salesperson: I’m not sure, but let me check that for you… Okay, I see now. The warranty
covers your product for 3 years.
Customer: How long does the battery last in this phone?
Salesperson: It should last around 36 hours, but it depends on how you’re using your phone.
Customer: What if I can’t figure out how to use this product?
Salesperson: You can always drop in or give us a call. We’ll be more than happy to help!
Responding to doubts about products
If customers express their doubts to you, that’s really a good sign. It usually means that they
want you to convince them the product is worth buying. So pay attention to their concerns and
don’t just dismiss them as unimportant.
Customer: I’m not sure I like this product in this color.
Salesperson: We can also order it in black or blue. Which color would you prefer?
Customer: Maybe I shouldn’t buy a new laptop. My old laptop is still doing a pretty good job.
Salesperson: I totally understand you. I loved my old laptop so much that I didn’t want to
replace it, but now I simply don’t know how I’d live without my new laptop. There are so
many improvements in new versions of electronics!
Customer: Yeah, maybe, I’m not sure…
Salesperson: For instance, this newer version has this amazing feature which allows you to…
Dealing with difficult customers
Difficult customers can be pretty tough to manage, but not if you remember one important
thing: Don’t take it personally! They’re having a problem with the product or with company
policies, not with you.
You’re there to help them find the best option for them. So just listen to what they’re saying
and try to ignore the tone and negative words that they’re using so you can focus on finding
the best solution.
Customer: I bought this product here last week, but it’s already broken. I’m so angry because
I paid a lot of money for it!
Salesperson: I understand you are upset. If you have the warranty certificate, we should be
able to replace it for you.
Customer: I don’t want a replacement! What if that breaks down too? I want my money back!
Salesperson: I’m afraid we don’t have that option. You could, however, choose another
product in this price range.
Closing the sale
The whole sales conversation can go really smoothly, but if you don’t close the sale, the
customer will leave and you won’t achieve your sales goal.
Once you’ve had a good conversation and feel the customer is ready to make a decision, take
charge and move the conversation towards the final point: Paying for the product or signing
the contract.
Customer: I guess I like this one in black more than the other one in grey.
Salesperson: Great! If I place an order now, you’ll get it by tomorrow morning.
Customer: Sure, I’d like that.
Salesperson: We need an advance payment guarantee of 20%. You’ll pay the remaining 80%
when you get the product.
Customer: That sounds great, thank you!
Customer: This seems to look better on me than the other one, doesn’t it?
Salesperson: I like this one more too. Do you want to use our installment system or buy it
now at a discount?
Customer: I’d rather pay up-front and get the discount. How much is it?
Salesperson: 10%
Customer: Cool, let’s do this.
Of course, there are many ways in which these conversations could go, depending on each
situation in particular.
Here’s a full example of a sales conversation. You can practice role-playing this with another
student, then make your own versions for similar situations.
Situation: It’s the beginning of December and a customer enters an electronics store. He
seems to be looking for a specific product when the salesperson approaches him.
Salesperson: Hi, are you looking for something in particular?
Customer: Yeah, I saw this set of wireless headphones on your website at a really good price.
I think it was 50% off or something like that.
Salesperson: Unfortunately we only had that offer last weekend, after Black Friday.
Customer: Hmm, I’m really disappointed. Have you run out of stock?
Salesperson: We still have the headphones, but they are only 20% off now. It’s still a very
good price.
Customer: I guess I’ll just wait for the after-Christmas sales.
Salesperson: I could offer you something even better at the same 20% off price. The
headphones you wanted don’t have a wired option, and we have another set that has this
option.
Customer: But I don’t want a wired option, I want them to be wireless.
Salesperson: Yeah, I totally get you. But you see, these are wireless and have an extra feature.
After your battery runs out, you can still use them if you plug the cable in. That’s just until
they’re charged again. This way, you aren’t left without your music when the batteries run
out.
Customer: Hmm, that sounds great, but how long do the batteries last?
Salesperson: Around 20 hours, but it depends on the volume level.
Customer: 20 hours is pretty good. But then would I still be needing the wired option? I mean,
if the batteries last so long…
Salesperson: This is a better product than the one we had on 50% off last weekend. You’d be
paying a bit more, but the added feature makes all the difference. And yes, I think the wired
option is worth it. Once you get used to batteries lasting so long, you may forget to charge
them in advance and then you need to stop your music and charge them. Really inconvenient,
if you ask me.
Customer: I guess you’re right. Okay, I’ll go with those. Can I pay for them now?
Salesperson: Sure, do you want them packed as a gift?
Customer: Not really, they’re for me.
Salesperson: Here you are. Thank you! I hope you enjoy the headphones.
Customer: Thank you for your help!
Once you’ve practiced the conversations above, you’ll see you’ll feel much more confident
when adapting your speech to different versions and situations.
The most important thing for you as a salesperson is to be as helpful as you can be, while also
respecting the rules of the company that employs you.
And remember to smile!
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Here are some common expressions that cashiers use. It is a good idea to become familiar
with them.
Will this be cash or charge?
Is this going to be credit or debt?
Is there any thing else I can help you with today?
These items are on sale and/or not on sale?
Do you have 33 cents?
OK, that will be 23.45 dollars and 45 cents.
OK, that will be 22.33 out of 25.
Here is your change.
Can you please sign here?
May I see a picture ID please, like a drivers license?
May I have your phone number please?
I am sorry there is a problem with your card. Do you have another card?
Do you have any coupons or discount cards?
Do you have a store club card? If no would you like one, it offers all kinds of
discounts?
Please swipe your card.
Thank you very much, have a nice day.
I am sorry we do not accept checks.
I need proof of your age, please (if your buying something that you need to be a
certain age for).
Would you like a bag?
Do you ever find that when you want to give directions to someone, your get confused as to
the correct words to use. Here is a list of some common ways to give directions. This is more
for giving directions for people on foot/walking, but can also be used for people traveling by
car too.
go to the end of the block, and then ….
go …..(number) blocks and then …..
turn left at ….
turn right at ….
turn left at the ….
turn right at the....
turn right/left at the corner, then go …
turn right/left at the end of the street, and then go...
go to the corner of the street then go ….
turn left/right at the corner of (name of street)... and then go
look for the sign that says …..) and then go....
look for the statue/name of a place/store etc. and then go …..
go the the end of the corner and when you get to the light (traffic light) go ….
go to the stop sign and then then go ….
walk though the parking lot
walk though the …....
walk behind the …..
go along the …......
you will see a …....
walk straight till you see …..
walk along the ….
go down the main (the name of the street) …..
walk under the over pass/bridge and then …..
follow the road till you get to …
follow the path till you get to …
cross at (name of the street) and then go ….
you will see the ….... (name of something) on the left/right
go straight on …..(name of street), until you see …....
look for number …. . or house number ….
it is at the end of the street
it is across from
next to
on the side of
opposite …..
on the left of ….
on the right of …..
near ….
close to …
up the street from ….
down the street from....
Here are some common expressions that cashiers use. It is a good idea to become familiar
with them.
Will this be cash or charge?
Is this going to be credit or debt?
Is there any thing else I can help you with today?
These items are on sale and/or not on sale?
Do you have 33 cents?
OK, that will be 23.45 dollars and 45 cents.
OK, that will be 22.33 out of 25.
Here is your change.
Can you please sign here?
May I see a picture ID please, like a drivers license?
May I have your phone number please?
I am sorry there is a problem with your card. Do you have another card?
Do you have any coupons or discount cards?
Do you have a store club card? If no would you like one, it offers all kinds of
discounts?
Please swipe your card.
Thank you very much, have a nice day.
I am sorry we do not accept checks.
I need proof of your age, please (if your buying something that you need to be a
certain age for).
Would you like a bag?
People:
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Customer
Cashier / clerk
Attendant / assistant
Manager
Shopping:
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Wallet (male)
Purse (female)
Scale
Till / Counter
Barcode
Receipt
Gift receipt
Aisle
Shelf / shelves
Trolley / s
Basket / s
Lift / s
Escalator / s
Bag / s
Fitting rooms / changing rooms
Ways to Pay:
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Cheques
Cash
Notes
Coins
Card machine
Chop and pin machine
Credit cards / debit cards
Loyalty card
Where to Buy:
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convenience store / general store / newsagents / department store / shop / store
chemist / pharmacy
toy shop / toy store
book shop
ladies clothing shop / boutique
men’s clothing shop / tailor
shoe shop / cobbler’s
jeweller’s / jewellery store
opticians / optometrists
electrical store
record shop
ironmonger’s / ironmongery
charity shop / second hand shop
haberdasher’s / haberdashery
shopping centre
shopping mall / mall
market
florist / botanist
butcher’s
fishmonger’s / seafood store
greengrocers / grocery store
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baker’s / bakery
delicatessen
grocer’s
DIY store / home supply store
hardware store
off-licence
post office
supermarket
gardening store / gardening centre
USEFUL PHRASES THAT A CLERK OR CUSTOMER MIGHT USE
1. Finding the right store / shop
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Can you recommend a good toy shop/store?
Is there a chemist / pharmacy in this area?
Where can I get pet food from?
Where is the nearest shopping centre?
Could you direct me to the nearest post office please?
Do you know where the nearest hardware store is?
Responses:
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There is a really good book shop just around the corner.
You can buy that here in the hotel.
The nearest one is a few mile away.
The best toy shop is in the shopping centre.
The post office isn’t open on Sundays.
The convenience store on the corner might sell that.
2. Opening times
Questions:
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What time are you open until?
What time do you close today?
Are you open on the weekends?
Are you open all day?
What are your opening hours?
Are you open on Sundays?
Are you open every day during the week?
What time do you open tomorrow?
We’re open from 9am to 6pm.
We’re open on weekdays only (Monday to Friday).
We’re open from 10am to 8pm.
We’re open 7 days a week.
We’re open 24/7 (24 hours a day, 7 days a week).
We’re closed at lunchtime, between 12pm and 2pm.
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We’re closed on Bank Holidays (national holidays).
3. Selecting goods
Clerk’s / Assistant’s Questions:
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Can / May I help you?
Can I help you find something?
What colour would you like?
What size would you like?
Is there anything else I can help you with?
Would you like to try it on?
Is that any good?
What can I do for you?
How does it fit?
How about this one?
Anything else?
Would you like anything else?
Customer’s Questions:
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Excuse me, do you work here?
Could you help me please?
I’m looking for a ….
I’m trying to find a ….
Could you tell me where the …. is, please?
How much is this?
How much are these?
How much does this cost?
How much is that …. in the window?
Where can I find the …. ?
Do you sell …. ?
Do you have any … ?
Would you have this in another colour?
Have you got anything cheaper?
Do you have something less pricey (expensive)?
Do you have this item in stock?
Do you have a smaller/bigger/larger size?
Do you know where else I could try?
Does it come with a guarantee/warranty?
Where is the changing/fitting room?
Is there somewhere I can try it/this/them on, please?
Where can I weigh my groceries?
Do/Can you deliver?
Do you have a refund policy?
Is this in the sale?
Clerk’s / Assistant’s Responses:
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I’m afraid that’s the only colour we have.
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Sorry, we don’t have any more in stock.
Sorry, we don’t sell those / them here.
I’m afraid we don’t have any more left.
I have exactly what you’re looking for.
This one is on sale right now!
It comes with a manufacturer’s warranty.
It comes with a 1-year guarantee.
The changing / fitting rooms are that way.
The scales are by the counter over there. That’s where you can weigh your groceries.
That one is ….(price).
They’re ….(price) each.
You can get a refund if you keep the receipt safe, and bring it back within 2 weeks.
Customer’s Responses:
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I don’t need any help. I’m just browsing, thanks.
No, I’m just looking, thanks.
Wow, that’s cheap!
That’s good value.
Oh, that’s expensive.
That’s quite reasonable.
That’s a little over my budget.
That’s not exactly what I’m looking for.
I’ll take it.
I’ll take this, please.
It’s too long / too short.
It’s too tight / too loose.
Cashier’s / Clerk’s Questions:
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Are you in the queue?
Are you being served?
Who’s next?
Next, please!
How would you like to pay?
Will that be cash or credit?
Do you have a loyalty card?
Would you like a bag?
Can I help you with anything else?
Will that be all?
Would you like a gift receipt for that?
Would you like me to gift wrap it for you?
Would you like that gift wrapped?
Would you like any cashback?
Put your card into the machine, please.
Enter your PIN, please.
That comes to ….(price), please.
The total is ….(price).
That’s ….(price), please.
Customer’s Questions:
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Do you take credit cards?
Can I pay by cheque, please?
Could I have a receipt, please?
Could I have a gift receipt, please?
Could you gift wrap that for me please?
Can I put one item back, please? I’ve changed my mind about this one.
Could I leave my bags here, and pick them up later, please?
Do you offer a cash discount?
Does it have a warranty / guarantee?
Cashier’s / Clerk’s Responses:
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We take / accept all major credit cards.
Sorry, we don’t accept cheques.
I’m afraid we take cash only.
We’re offering 6 months credit, with no deposit, if you’re interested.
Customer’s Responses:
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I’ll pay in cash
I’ll pay by card
Here’s ….(money), keep the change!
That’s it for today.
That’s all, thanks.
Thank you. Have a good day!
5. Returns and complaints
Questions:
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Who can I speak to about making a complaint?
Could I have a refund please?
Can I speak to the manager please?
I’d like to return this please.
I’d like to make a complaint.
I’d like to change this for a different size please.
Do you have the original receipt?
Did you buy it from one of our other stores?
Can I ask why you’re returning it please?
Can I ask why you’ve changed your mind please?
Responses:
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It doesn’t work.
It doesn’t fit.
It was a gift, but I don’t like it.
It was a gift, but the person I bought it for doesn’t like it.
THINGS WRITTEN ON SIGNS THAT YOU MIGHT SEE
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OPEN
CLOSED
Open 24HRS (HOURS) a day
Special offer
SALE
Clearance sale
Closing down sale
Everything must go!
Liquidation sale
Great value products
Good value
Bargains
BUY 1 GET 1 FREE
Buy one get one half price
Half price sale
70% OFF EVERYTHING
Reduced to clear
Out for lunch
Back in 15 minutes
Back at 2PM
Shoplifters will be prosecuted
CCTV in operation
USING A CREDIT CARD
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enter your pin
please wait
remove your card
signature
PRICES AND NUMBERS
£5.99 = “Five pounds and ninety-nine pence” (long way)
£5.99 = “Five, ninety-nine” (short way)
$12.75 = “Twelve dollars and seventy-five cents” (long way)
$12.75 = “Twelve seventy-five” (short way)
€3.20 = “Three euros and twenty cents” (long way)
€3.20 = “Three twenty” (short way)
Recommended for you:
15 Business English Idioms and Phrases In Use
Formal and Informal Email Phrases Starting with Greetings
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MAKING COMPARISONS
Example Conversation 1:
A: Which sofa should we buy? I can’t decide!
B: This one is larger, but it’s more expensive. I prefer the smaller one.
Example Conversation 2:
A: I need a new watch, but I don’t know which one to get. Can you give me any suggestions?
B: Rolex watches are better than Sekonda, but they’re not as affordable. Sekonda watches are
better value for money.
Example Conversation 3:
A: I like the red sweater. What do you think?
B: I like the red one too, but I think the blue one is better, and the green one is best. The green
colour really suits you.
Example Conversation 4:
A: What do you think of this dress? Does it suit me?
B: It suits you well, but the floral print one is my favourite, and it’s more suitable for this
season.
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Different ways of asking someone to SHOW you something
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Can you show me the ….. please? (Informal)
Could you show me the ….. please? (Informal / Formal / More Polite)
Would you be so kind to show me the ….. please? (Formal)
I’d like to see the ….. please.
Could you direct me to the …. aisle please?
When you want to TRY something, you can say:
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Do you have any testers for these (lipstick) colours?
Can I try it / them on, please?
Could I try it / them on, please?
Is it okay if I try this / these on?
Where can I try it / them on?
Where are the changing rooms, please?
If you’d like the shop assistant to give you a DIFFERENT SIZE OR
COLOUR, you could say:
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Do you have it / them in size ….. please?
Do you have this/these in a smaller / bigger / larger size please?
Can I try the larger / small one please?
Do you have it / them in a different colour please?
This is a little too tight / loose, do you have another one?
When you finally decide what you want to BUY, you can say:
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Wow, this one is great. I’ll take it!
This one is perfect, I’ll take it thanks.
I’ll have this one, please!
Can I buy the …. , please?
How much is it / are they?
I’d like to buy this one, please.
I’d like to buy it / them, please.
EXAMPLE CONVERSATION BETWEEN A SHOP ASSISTANT (A),
CUSTOMER (B), AND CASHIER (C)
A: Hi there, can I help you with anything?
B: Yes please, I’m looking for a T-shirt.
A: What size are you?
B: I’m a medium.
A: What colour would you like?
B: Maybe a blue or green one.
A: Here you are. How about these?
B: Thank you. Can I try them on anywhere?
A: Certainly, the changing room is over there.
B: Thank you.
A: How do they fit?
B: They’re both fantastic. I really like them.
A: Yes, the blue looks nice on you, it really brings out your eye colour.
B: Thank you. I’ll buy both of them!
A: Great! Please go to the tills, and pay over there.
B: Alright, thank you for your help.
C: Who’s next please!
B: Hi there, I’d like to buy these please.
C: OK, how would you like to pay?
B: Do you take credit cards?
C: Yes, we do.
B: Okay, here’s my credit card.
C: Enter your pin number into the machine please.
B: Okay, done.
C: Thank you. Shall I put your receipt in the bag?
B: Yes please.
C: Here you go. Have a nice day!
B: Thank you, goodbye!
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EXAMPLE CONVERSATION BETWEEN A CASHIER (A), AND
CUSTOMER (B)
A: Are you next in the queue sir?
B: Yes, I’d like to buy this watch as a gift for my wife please.
A: Okay, would you like me to gift wrap it for you?
B: Yes please, that would be great!
A: Are you sure this is the right size for your wife?
B I’m not sure, it’s just a guess!
A: I can print a gift receipt so she doesn’t see the price, but can bring it back to change the
size if she needs to. Would you like me to do that?
B: Yes please, that would be amazing!
A: Okay, that’ll be sixty-five dollars and ninety-five cents for the watch please.
B: Can I pay by cheque please?
A: No, I’m afraid we don’t accept cheques.
B: Okay no problem, I’ll pay by debit card then.
A: Please insert your card into the machine, and then enter your PIN.
B: Okay, done.
A: Would you like me to put the gift receipt in the box with the watch?
B: Yes please, that’ll be perfect.
A: Here you go sir. Enjoy the rest of your day.
B: Thank you very much!
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USEFUL PHRASAL VERBS RELATED TO SHOPPING
PUT ON (to place something on a surface or person)
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Put your items on the counter please.
Why don’t you put on that new jacket you bought yesterday?
[Tweet “TRY ON – to test an item to see if it is suitable)”]
TRY ON (to test an item to see if it is suitable)
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Can I try these dresses on somewhere please?
TRY OUT (to test something to see if you like it)
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I’d like to try out this lipstick colour please, do you have a tester for it?
THROW ON (to wear something casually)
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I’m looking for a simple, comfortable dress that I can just throw on.
DROP IN (to visit someone casually)
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Drop in during your lunch break when you have more time, and I’ll help you find the right pair
of shoes for you.
POUR IN (enter in high quantity)
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The supermarket was so busy over the Christmas weekend. The customers started pouring in,
as soon as the doors opened!
POP IN (to visit someone, informal)
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I’ll book you an appointment, and you can pop in for a consultation with one of our opticians.
[Tweet “BROUGHT IN – to make something new for the first time”]
BROUGHT IN (to make something new for the first time)
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We have brought in a brand new summer collection now, so the old winter range is on sale.
CAVE IN (to surrender or give up to persuasion)
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The shop assistant was so convincing that this dress was the best one for me, that I caved in
and bought it, even though it was so expensive!
THROW IN/CHUCK IN (to include in addition to something – ‘chuck’ is more informal
than throw)
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If you buy this laptop, I’ll chuck in a free laptop case for you.
END UP (to finally make a decision abut something, after lengthy consideration)
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I couldn’t decide which one to buy, so I ended up buying both of them
COME UP (when something is approaching/arriving)
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I need to buy a gift for my friend, his birthday is coming up.
TAKE UP (to choose to start doing something new)
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I’m thinking of taking up the violin, could you buy one for my next birthday please?
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BRING DOWN (reduce the amount of something)
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We have brought down the prices, because we’re having a huge sale before the winter!
TURN DOWN (to refuse or reject something)
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He bought a really expensive watch for me, but I turned it down. I couldn’t accept it!
[Tweet “POP OUT – to leave to go somewhere for a short time”]
POP OUT (to leave to go somewhere for a short time)
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I’m just going to pop out to the cash machine, could you save these items for me please?
I’m just popping out to buy some bread and milk from the local store.
OPT OUT (to choose not to be a part of something)
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They gave me the option of getting everything on credit, but I opted out because I prefer
buying things upfront, than being in debt.
RULE OUT (to decide that something is not suitable / remove something from a list of
options)
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I’m not sure which laptop to buy. I think I’ll rule out this one, because it’s too expensive. Now I
just have to decide between these two.
PHASE OUT (to gradually remove something from existence in one place)
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Sorry, we don’t sell those anymore. We phased them out last year, because they weren’t very
popular.
SELL OUT (to sell the whole supply of something)
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I’m afraid all those watches have sold out now; they were very popular over Christmas!
HELP OUT (to assist someone)
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Could you help me out please? I can’t do the zip up on this dress!
[Tweet “DO UP – to fasten something”]
DO UP (to fasten something)
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Could you do the zip up on this dress for me please?
STAND OUT (to be distinctive or more noticeable than others)
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This sweater stands out from the rest. I love the vibrant colours!
WALK OUT ON (to abandon someone angrily)
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I was so disappointed with their service, that I just walked out on them, and I didn’t pay!
PAY OFF (to pay back all you owe)
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I have finally paid off all the money I owed on my credit card! It’s such a relief!
PULL OFF (to succeed in doing something difficult)
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Wow, not many people can pull off that outfit, but you look stunning in it!
TOP OFF (to end or finish something in a special way)
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I got an amazing deal on this computer, and to top it off, they gave me an extra three years
free warranty!!
[Tweet “RIP OFF – to charge someone excessively”]
RIP OFF (to charge someone excessively)
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They ripped you off! I bought that for half the price in a different store!
GIVE BACK (to return something)
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I’ll have to give this ring back to Tom, because he broke off the engagement.
TAKE BACK (to decide on returning something in the near future)
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I’m going to take this back to the store, and see if I can get a different colour.
PAY BACK (to pay what you owe)
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If you get our loyalty card now, you won’t have to pay the whole amount today, instead you
can pay us back in installments each month.
TALK OVER (to discuss something before making a decision)
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I do love this sofa, but I’ll need to talk it over with my wife before committing to buying it.
Sponsored Content
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Good Morning/Good afternoon/Good evening. Thank you for calling (company
name), my name is (your name), how can I help you?
With whom am I speaking?
What can I do to help you?
What was the nature of your call today?
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Thank you for holding.
Do you mind if I place you on a brief hold while I look into that for you?
I will transfer your call now.
To whom can I direct your call?
He/She is not in the office today, can I take a message?
For whom is the message?
I’m sorry the person you are trying to reach is either busy or unavailable at the
moment, can I take a message for you?
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While I take care of this for you, from where are you calling me today?
While I process this for you, how’s the weather where you are today?
What do you have planned for the holidays?
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Can I please have your account name/number?
Could you provide me with your details? (For example, Phone number, address,)
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May I have more information about what has happened?
Do you know the name of the last representative with whom you spoke?
What was the order/shipping/tracking number on the package you received?
Can you please confirm your address for me?
What is the best method of contact for you?
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Oh, no that’s terrible.
I agree with you that should not have happened.
I understand you are upset and I want to help you resolve the problem, can you give
me any more details about what happened.
I completely understand how you feel; I would feel the same way if that happened to
me so, let me see what I can do to resolve the problem for you.
I’m so sorry to hear what has happened, of course, you’re upset, I would be too. Let
me see what I can do to help.
I apologize on our behalf of our company for any misunderstanding, let me see what I
can do to solve the problem.
How do you think we can improve our service?
On a scale of one to ten, one being the lowest and ten the highest, how would you rate
our service?
Thank you for calling (Company Name) I hope you have a pleasant day.
Feel free to contact us with any further questions you may have.
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It's my pleasure! = taking a servant position = offering the best
possible service.
- I'd be happy to recommend... = find suitable alternatives
- Thanks for choosing us!= THANK customers for choosing you...
- I'll find a solution (right away)!= dedicated to finding solution
- I'm doing everything I can.../ Let me get this right/ I'll keep you updated...
- I understand your frustration./ Bear with me and I'll take care of it ASAP/
Please calm down so that I can help you.
- We'll have this sorted out in no time/ soon.= We'll find a solution/ We'll
help you.
- I appreciate your patience! / Thanks for your patience! (when the customer
has been patient!)
- It won't be ready on Sunday, I would appreciate your patience... (when
you need the customer to be patient).
- What is convenient for you? = ask for input in what is convenient for them
- That absolutely made my day! =You brighten the client's day; he
appreciates the compliment or your answer.
- How can we make this right? = leave the solution up to the customer.
- I completely agree with you// I'll have to double check to ensure that
aligns with our policy.
- I'm on it! => You're excited about helping.
- I'll be here (for you...)
- We'll figure this out./ Here's what we're going to do. = a way to
reassure the customer.
- I'll share your comments with the team= We hear and understand the
complaint.
- We really do appreciate the feedback.
- Here's what I'm going to do for you...= sense of secrecy and VIP
treatment
- I'm truly sorry to hear about your bad experience... (but don't admit
company fault...)=> empathy and understanding.
- Is there anything else/ further I can help you with? = "ask and you
shall receive".
- Thank you for letting us know about the situation./ understanding!
- Please don't hesitate to get in touch if you need anything else.= they
shouldn't hesitate to "bother" you.
- Here's an exclusive promotion we're offering to our loyal
customers...= creating an exclusive "members-only" relationship.
- We're looking forward to serving/ seeing you again... = positive way
to end a conversation.
A word should be kept in mind: LAST; it's a reminder of all the
concerns that a good Customer Service must keep in mind:
LISTEN
APOLOGIZE
SOLVE
THANK
I hope this lesson will have helped you not only find the right
answers to the following test, but mainly to help you work correctly
with your clients... or with your Customer Service serenely.
15 Excellent English Phrases for
Challenging Customer Service Situations
Now it’s time to explore our English phrases.
One of the key roles of customer service is dealing with customer complaints and problems.
To be able to deal with your customers on a very professional level, you must first learn the
business English expressions commonly used to respond to customer complaints.
Other times, you may have to deal with customer situations that are a little more challenging
than usual.
For instance, your company may be at fault in a situation. Or you may not have a solution to
the problem. The expressions I’ll be discussing here today will help you handle these types of
situations like a star.
Taking Responsibility for the Problem
It’s important to realize that when a problem arises, sometimes the company might be at fault,
not the customer. If that happens, you must be professional and take responsibility for the
problem.
1. There seems to be some sort of mix-up.
Mix-ups are accidents or mistakes. You can tell your customer that there has been a mix-up if
an item is shipped to the wrong address by accident, or if the item is incorrectly charged for a
higher price.
The phrase seems to be means that it’s possible that a mix-up has occurred, but you’re not
completely sure. It’s also a softer way of saying that there really has been a mix-up or
mistake.
2. I’m afraid there’s been an oversight on our part.
An oversight is when you realize you’ve forgotten to do something or made a mistake without
realizing it. For instance, your company might have forgotten to send an item or sent the
wrong model.
The phrase on our part tells the customer that you acknowledge the problem is the
company’s fault, and that you or your company will take responsibility for it.
3. It looks like we might have made a mistake.
The phrase looks like and the modal verb might indicate that it’s possible that a mistake has
been made. It also gives a softer tone to the message than does saying “we made a mistake.”
Making Suggestions on Possible Solutions
4. Would you like a replacement or a refund?
This is a great phrase to use. You’re not only suggesting possible solutions but you’re also
giving the customer a choice of how they prefer to have the problem resolved. Using the
modal verb would softens your tone.
5. You could either take this now or wait for our new shipment.
Use this phrase when a customer needs a product replacement but you don’t have many
available options.
With this phrase, you’re not only offering a possible solution but also the choice of which
solution your customer prefers. The modal verb could softens the tone.
6. Maybe we could send this back to [department/company/manufacturer] and have
them take a look.
If something is wrong with a customer’s product, you can send it to the place where it was
made and have them investigate. Depending on the situation, you could offer the best solution
you know.
In the above phrase, the word maybe and the modal verb could work together to soften the
tone.
Offering an Alternative Solution
If a customer says they’re not happy with the solutions you’ve suggested, you may have to
consider an alternative solution (if there is one).
7. If you’re not happy with the discount, the best I can do is [offer you a coupon/discount
for your next purchase].
Since they’re not happy with one solution, you’re offering them an alternative which you
hope will be attractive to them. The phrase the best I can do indicates that this is your best
solution and final offer.
8. I could offer you a refund.
The modal verb could indicates that a refund is a possible solution if the customer chooses to
take it. It also serves to soften your tone.
9. I’d be happy to replace this unit at no charge/cost.
This expression has such a friendly tone, don’t you think? You’re not only offering a great
solution, you’re also saying that you’re happy to be doing it.
Offering an Apology for Your Inability to Help
The job of customer service is to help the customer. Yet there are times when you’re simply
unable to help because of situations that may be out of your control or that are against
company policy.
In such cases, it’s best to explain to the customer why you’re unable to help.
10. I’m sorry, but this is against our company policy.
Starting with an apology is always a good idea.
11. I wish I could help you, but this is out of our control.
This indicates that there’s nothing you or your company can do.
In this case, their issue might be the responsibility of another company. If possible, you might
also want to tell the customer who they should call, or what company they should call, to
continue discussing the issue.
12. I’d like to help, but there’s nothing much I can do.
The two expressions above have similar meanings. You’re saying you really want to help, but
you’re unable to help for the reason you’ve stated.
Offering Help to an Angry Customer
When dealing with an angry customer, you need to be more diplomatic than usual. Sometimes
using a softer tone and more diplomatic language is the only way to get the customer to calm
down.
13. I understand this is frustrating to you. Let me see what I can do.
Telling an angry customer that you understand this is frustrating for them shows that you
know how they’re feeling. The expression let me see what I can do is telling them that you
will personally help them find a solution.
14. You have every reason to be upset and I apologize for what has happened.
The expression you have every reason to be upset tells the customer you know how they
feel and understand why they’re not happy. And of course, apologizing is always a good idea.
15. I realize this has been an inconvenience to you. Please let us set things right.
Here again, saying you realize this has been an inconvenience shows you understand that
this experience has caused them trouble, and you will do whatever is necessary to set things
right, or correct the situation.
There you have it, 15 useful expressions for handling even the most challenging situations in
customer service.
You’re all set to deliver the highest level of customer service to your customers.
Feel free to adapt these expressions to your specific needs. Good luck!
Download: This blog post is available as a convenient and portable PDF that you can take
anywhere. Click here to get a copy. (Download)
And One More Thing…
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