stud
bud
Sign up
Log in
Home
Library
Explore
SAT
More
PROFESSIONAL ENGLISH FOR BUSINESS ACTIVITIES Flashcards | StudBud
Explore
/
PROFESSIONAL ENGLISH FOR BUSINESS ACTIVITIES
PROFESSIONAL ENGLISH FOR BUSINESS ACTIVITIES
72 terms
·
StudBud Administration
·
86 plays
CONSUMER CARE 1.1 Specific terminology in commercial relations with clients/consumers
Flashcards
72 cards
F
Practice quiz
P
Host live
L
Questions
72
Answers
1
Nationalities - Where are you from?
Spanish
Que viva España!
From Spain
Spaniard
2
Types of Shops. Choose the wrong one
Butcher shop
Fish Shop
Corner Shop
Shoe Shop
3
Claims on the phone. Statements made.
Dial 1 to connect to ...
Dial 2 to connect to....
Dial 3 to connect to....
I apologize for all the trouble…
4
Outsourcing = Perfil del cliente
True
False
5
Complaints mean expressions of discontent, pain, or grief when used as a noun.
True
False
6
Manufacturing materials
Weak Light Heavy
Dirty Messy Old
Cotton - Leather - Wool
Pale - Dark - Manmade
7
to be like a bull in a china shop
o compare the price of something in different shops before you buy it.
To do things without care. To have rough movements.
means to establish a business.
means a business closes down forever.
8
The payment terms cover: Choose the wrong one.
•When payment is expected.
•Any conditions on that payment.
Cash
•Any discounts the buyer willreceive.
9
What departments have indirect contact with the customer?
Sales and Marketing Department.Purchasingdepartment
Research and Development Department. Public Relations Department.
Finance and Accounting Department.Human Resources department.
Information Technology Department. Production - Manufacturing Department
10
Useful adjectives
Oval - Crescent - Rectangular
Cheap - Expensive - Comfortable
Yards - Feet - Inches
Largo - Claro - Oscuro
11
Complains means expressing discomfort, pain, or unease when used as a verb.
True
False
12
As the name suggests, a surcharge is an additional charge or tax.
Hacienda.
Also known as extra fee, penalty
Usually is apply when a customer isn't late in his instalments
It does apply to me ;)
13
to shut up shop
To talk about your job when you are not in work
To be disorganised.
means a business closes down forever.
means a business closes down forever.
14
Additional services
After-salesservice CustomerserviceGuarantee
Pleasant Unpleasant Disgusting
Desirable - Good - Bad
Waterproof - Washable - Modern
15
Common Sales Objections
1.I don't want to get stuck in a contract.
1.It's too expensive. 2.There's no money.
1.We don't have any budget left. 2.I need to use this budget somewhere else
Take my money.
16
You didn´t understand what the customer says.
Excuse me - Pardon
Aha!!
Vale
You´re welcome.
17
Nothing is more dangerous to a deal than letting sales objections go unaddressed until the final stages.
False
True
18
Payment terms are the conditions under which a vendor completes a sale.
False
True
19
Leaving a message on the phone.
I´m not here...beep!
I wonder if you could help mewith this
I´m afraid there may be amisunderstanding
Thank you for calling / writing (company´s name).
20
to be all over the shop
business closes down forever.
To be disorganised
to establish a business.
To do things without care. To have rough movements.
21
Types of Business Letter
Love Letters
Secret Letters
Letra de Cambio.
Employment verification, job offers, and a letter of complaint
22
to set up shop
means a business closes down foreve
To be disorganised
means to establish a business.
To do things without care. To have rough movements.
23
What departments have direct contact with the customer?
Research and Development Department. Public Relations Department.
Finance and Accounting Department.Human Resources department.
Sales and Marketing Department.Purchasingdepartment
Information Technology Department. Production - Manufacturing Department
24
Where does he come from?
Colombiana
Colombiano
Colombian
He comes from Colombia.
25
Employer and Employee.
Emplea y emplearé
Empleado y empleador
Empleador y empleado
Emplear y emplee
26
What nationality is he?
Argentina
She is Argentinian
Argentiniano
Argentinian Che!
27
Telemarketing activities. Choose the wrong one.
inbound
outbound
compras
Lead generations
28
Technical Support
El técnico.
Pasame un tecnico
Servicio Técnico
Servicio de ordenadores.
29
What do you do?
En que trabajas?
Que estas haciendo?
Que pasa?
Que haces?
30
Brand
Pan
Brandy
Estilo
Marca
31
Does anyone buy anything these days without reading *at least* a handful of customer reviews first?
True
False
32
Formal written communication expressions
Would you mind?
We may send you the account details.
I would be ready.
Could you please call me back?
33
Could you double-check the…? Translate.
Podría verificarlo de nuevo..
Puede revisar eso tres veces..
Lo puede mirar de nuevo
Could you double-check the…?
34
Formal ways to say greet customers
Hello - Hi-
Dear customer is morning.
Good Morning Mr - Madam
WhatsAap!!!
35
A Letter of complaint. Closings
If don´t know the name of the person bye.
Hasta la vista...
Bye - bye
If you know the name of the personuse yourssincerely
36
What company do you work for?
Eres autonómo?
Todas son ciertas
En qué empresa trabajas?
Que compania trabaja para ti?
37
Shapes
Cotton - Wool - Silver
Curved - Wavy - Square
Left - right - Metalizado
Around - in - on
38
This is used for legal or official actions or documents
Semi-formallanguage
Formallanguage
Informallanguage
Vulgar language
39
Product instructions. "Sequencing words"
Tall - short - cut
Firstly - Secondly - Then
Do - did - done.
Open - close - call
40
Tell the customer what you know.
Ithink I didn´t hear correctly.
Excuse me, but I think I am wrong
I think I misunderstood what yousaid
Asyou said…Aswe agreed…
41
Cliente presencial
Face-to-Face Customers
Look at me customer.
out-site customer.
On-site Customer
42
What is Effective communication with the customer?
clearmessage, politeness.
Communicate by phone
to be rude
Communicate by mail.
43
A Letter of complaint. Three main parts:
State the reasons why you write. Describe.
What you are requesting or claiming.
Declare what you want to happen next.
Write in third person.
44
Manmade
Hecho a máquina.
Artesanal
Hecho en madera
Artificial
45
Common courtesy formulas
Call later, I am drinking coffee.
No way Jose
Will you hold for a moment while I check on that?
Thanks for waiting
46
Introduction as a customer service agent
Aca Pedro. Que pasa?
Goodafternoon! You´re through to… My name is…
Welcometo customer service. My name is… How can I help you?
Soy Pedro. Que pasa?
47
Modal verbs.
Do - Sit - Learn - Swim
Love - Get - Leave - Stand
Run - Hike - Have - Eat.
canmaymustshallwill
48
What is telemarketing? Is the direct marketing of goods and services over the phone, internet, or fax.
True
False
49
Expressions with the word shop. to shop around
To be disorganised.
To compare the price of something in different shops
a business closes down forever.
To talk about your job
50
Types of customers
face to face customer - Telephone customer - Online customer
In the street customer - A lot of customers
Many Customers - Over the phone.
Email - phone - letter customer
51
As a buyer. Questions. Choose the wrong one.
How much?
What´s your best price?
Let me run the numbers and get back to you.
What will your cash price be.
52
for handling customer objections 1Practice active listening 2Repeat back what you hear. 3Validate your client´s concerns
False
True
53
To make a negative imperative, put...
Does
Did
Do
Don´t -
54
Expressions with the word shop. to talk shop
To be disorganised
talking about their work
Compare the price of something
Talking
55
A Letter of complaint. Greetings
If don´t know the name of the person use Eduardo
If you know the name of the personuse Dear Mrs/Mr/Ms
Your faithfully
Your sincerely
56
The appearance of objects
Gold
Tall- Short - Long.
Expensive
Cheap
57
Introduce yourself
Cuidar la calidad del producto oservicio
Conocerlos productos
Presentate a los demás.
Presentate a ti mismo
58
Additional services 2
Large - Medium - Size
Thank you for calling
Online order tracking - Financiation - Interest free financing
Adios.
59
Dealing with the problem. What can you say? It´s not my problem.
False
True
60
Useful verbs for instructions. Choose the wrong answer.
Relax
Take out
Turn on / switch on
Take off / remove
61
Close the sale, steps. Choose the wrong one.
show up prepared
answer your prospect’s objections - ask for the sale
Do not sell!
give your pitch
62
Bargaining
Reaching and agreement
not expensive
muy barato
50% off
63
Clarify information. Choose the wrong answer
Sorry,what did you say?
Couldplease speak slower?
Couldyou repeat that, please?
Estas equivocao!
64
Cross-culture ensures that people interact effectively with professionals from different countries.
False
True
65
Structures to use for complaints and claims.
I´m sorry to bother you, but…
Out of stock.
I need to buy more...
Quiero mi dinero.
66
Which one is not a tangible product?
A TV
a Light bulb
A pen.
WI-FI
67
Smile and Be Confident when you greet a customer.
True
False
68
Characteristics of products and services
Intangibility. Perishability. Inseparability.
Wood - Plastic - Metal
Materials - Cheap - Expensive
Price.
69
Artesanal
Spotted
Striped
Handmade
Checked
70
What is a product?
Ali Express
Bargain to get good prices.
A product is something I need.
Is a bundle of benefits-physical and psychological- that a marketer sells.
71
Product instructions. Verbs. Choose the wrong one.
Cut
Open
Close
Would
72
Which is not a verb from Commerce, Sales, and Marketing.
To complain
To admit
To calculate
Beautiful
