Business Communication and Marketing Essentials
Telephoning: Connecting
– Hello, you’ve reached the marketing department. How can I help you?
– Yes, can I speak to Rosalind Wilson, please?
– Who’s calling, please?
– It’s Richard Davies here.
– Certainly. Please hold, and I’ll put you through.
– Thank you.
– Hello, marketing. How can I help?
– Could I speak to Jason Roberts, please?
– Certainly. Who shall I say is calling?
– My name’s Mike Andrews.
– Just a second – I’ll see if he’s in. Hello Jason, I’ve got Mike Andrews on the phone for you… Ok – I’ll put him through. Hang on a moment, I’m just putting you through.
Telephone: Messages
– Hello, finance department.
– Hello, can I speak to Adrian Hopwood, please?
– I’m afraid he’s in a meeting at the moment. Can I help?
– No, I need to talk to Mr. Hopwood, I think. What time will he be out of the meeting?
– In about an hour. Can you call back later?
– Okay. I’ll do that.
– Or can I take a message?
– Actually, would you mind? Could you tell him that Jennifer McAndrews called and that I’m in the office all day if he could call me back?
– Can I take your number, please?
– Yes, it’s 12345678.
– Okay, I’ll make sure he gets the message.
– Thanks very much for your help, bye!
A Letter of Complaint
Dear Mr. Petterson, I wish to complain about the bad service that I received on the 25th of March. When I called a taxi to go to the airport, the taxi was late by around 30 minutes, and I missed the plane. This caused me great inconvenience. I feel that you should offer me some form of compensation. I look forward to hearing from you. Thank you. Lidia.
Why Marketing is Important
Marketing is essential and necessary in any company because it generates profitability, meets the needs of the consumer, and makes the client prescribe the product and the company. Marketing is done to get buying behaviors and for people to buy goods and services. Marketing does not create needs, it satisfies them.
Customer Service
- Apologize (disculparse)
- Argue (discutir)
- Assure (asegurar que)
- Calmly (con calma)
- Deal with (tratar con alguien)
- Dissatisfied (insatisfecho)
- Enquiry (investigación)
- Exhausted (agotado)
- Impatient
- In the long run (a la larga)
- Keep a promise (cumplir una promesa)
- Manner (manera)
- Politely (educadamente)
- Refund (reembolso)
- Remind (recordar)
- Replacement (repuesto)
- Reputation
- Respectfully (respetuosamente)
- Rude (grosero)
- Satisfied (satisfecho)
- Solve (resolver)
- Treat (tratar)
Handling Complaints
- At our expense (a nuestro cargo)
- Be in touch (ponerse en contacto)
- Compensation
- Consequences
- Credit your account
- Defect
- Disappointed (decepcionado)
- Due (deber)
- Expectations
- Fail to meet (no cumplir con)
- Faulty part (pieza defectuosa)
- Has got a hole (inconveniente)
- Insist on
- Is broken
- Is missing a part (falta una parte)
- Isn’t fresh
- Is torn (está roto)
- Make a claim (hacer una reclamación)
- Make a noise (hacer ruido)
- Overcharge (cobrar de más)
- Pricing (fijación de precios)
- Repair (reparar)
- Supposed to
- Under warranty (bajo garantía)
Marketing Research
- Brand (marca)
- Buying habits (hábitos de consumo)
- Concerned (preocupado)
- Conduct a survey (hacer un estudio)
- Demo
- Don’t mind (me es indiferente)
- Factor
- Find out (descubrir)
- Focus group (grupo focal)
- Go ahead (llevar a cabo)
- Interested in
- Interviewee (entrevistado)
- Loyal (leal)
- Market research (investigación de mercado)
- Method
- On sale
- Option
- Questionnaire
- Sales analysis (análisis de venta)
- Series
- Sound file (audio)
- Target population (población objetivo)
- Test
Marketing Strategies
- Appeal (atraer)
- Campaign
- Competitor
- Consumer
- Demand
- Effective
- Efficient
- Image
- In comparison to
- Marketing strategy
- Original
- Persuade (convencer)
- Promotion
- Prospective customer (cliente potencial)
- Public relations
- Regret (arrepentirse)
- Specialize
- Stage (etapa)
- Take advantage of (aprovecharse de)
- Telemarketer (vendedor telefónico)
- Valid
- Value
Marketing Vocabulary
- Sales: ventas
- To target: enfocar
- Budget: presupuesto
- Advertising: publicidad
- Brand: marca
- Launch: lanzamiento
- Marketing mix
- Research: investigación
- Improve: mejorar
- Promote: promover
- Plan
- Target market: mercado objetivo
- Competition: competencia
- Logo
- Brand values: valores de marca
- Tangible
- Awareness: conciencia de marca
- Marketing plan
- Niche marketing: nicho de mercado
- Market segment: segmento de mercado
- Small portion: pequeña porción
- To sports equipment: a los equipos deportivos
- The market leader: el líder de mercado
- Billboard: cartel publicitario
- So far: hasta ahora
- Intend to do it: tener la intención de