Hi Students! Here are the Speaking part 3 questions that we covered in the past. Remember to practice your speaking by clicking, “Student Partner Speaking” in your My Student Account at https://www.aehelp.com/buy/ (Use code A8TW9 to get a 10% discount when you join the Premium Package) Good studies.
Describe a salesperson you had a positive shopping experience with.
You should say:
-Who is this person?
-What did you buy from him or her?
-Why was this shopping experience positive?
-What was this salesperson’s personality like, and will you buy products or services from them again in the future?
You will have one to two minutes to talk about this topic.
You will have one minute to prepare what you are going to say.
One of the most positive shopping experiences that I had with a professional customer sales rep was about a year ago at Sleep Country Canada when I was picking out a new bed, and I had the fortune of meeting Bill, the “mattress guru”. Bill is a tall man around 2 meters and slender with dark hair, blue eyes, and a charismatic smile. He was very courteous from the get-go, he opened the door, welcomed me into the store, and offered me a hot cup of tea. He was extremely enthusiastic especially after hearing me complain about my old mattress and my backache. Right away, he showed me five different orthopedic mattresses and explained their benefits. He was very empathetic to my needs, such as my small budget of 500 dollars and my big desire to get a comfy king-sized bed. Eventually, he showed me a very well priced mattress that was great for my posture and even gave me a 20% discount. I was able to carry out a good dialogue with him and I’m sure that in about five to six years’ time, when I need to get a new mattress, I will go back and check if Bill, the mattress guru, still has a helping hand to offer.
PART 2 – follow up questions
What do you think is the best sales skill that Bill has?
In my opinion, Bill’s deep sense of empathy for his customers makes him an exceptional salesman because he is able to offer the right product and provide confidence. In this way, he is able to close the deal.
Do you have any suggestions for Bill that could have made your shopping experience even better?
Yes, I suppose I could suggest to Bill that if he had added a more personal touch at the end of the sale, like gifting a box of chocolates, this could have made the experience even better. But I must add, that overall, he did an amazing job.
Let’s talk about customer service.
What are important points to pay attention to for salespeople when dealing with customers?
From my experiences, sales representatives must be charismatic for their clients so that shoppers feel comfortable throughout the process and in this way give good reviews for the business.
What behaviors should be avoided by professional customer agents?
I believe that professional salespersons should avoid at all costs arguing with their clients as well as any form of rude behavior. As the golden rule states, “the customer is always right.” And this is important because if the salesman or woman creates an uncomfortable environment they can lose their business reputation.
Which products and services may require an extra high level of customer service?
Very expensive products, such as buying and selling a new car require a great deal of care on behalf of the car salesman or woman because it is a big commitment and investment by the client. In addition, services dealing with healthcare demand much care from service staff like doctors and nurses simply because it is dealing with such a private and important part of being human.
What can happen to businesses in these industries that do not provide a positive buyer experience?
Companies can lose their reputation and clients very quickly if they do not offer quality customer experiences because clients will spread their disappointment through word-of-mouth to many other potential clients.
How has customer service changed in the past 20 years? How has technology affected customer service? Can you give some examples?
Who is most responsible for making sure that customers have a positive shopping experience? What is the best way to deal with difficult customers?