Customer Services and Retail Selling Skills

卖场销售的流程和步骤英文回答：Selling in a retail store involves a series of steps and processes to ensure a successful transaction. Here is a breakdown of the typical sales process in a retail store:1. Greeting the customer: As a salesperson, the first step is to greet the customer with a warm and friendly welcome. This sets the tone for the entire interaction and helps establish a rapport with the customer.2. Identifying customer needs: The next step is to ask open-ended questions to understand the customer's needs and preferences. This helps in determining the right product or service that meets their requirements.3. Presenting product options: Once the customer's needs are identified, the salesperson presents suitable product options. This involves explaining the features,benefits, and pricing of different products to help the customer make an informed decision.4. Demonstrating the product: If applicable, the salesperson may demonstrate the product to showcase its functionality and highlight its unique selling points. This helps the customer visualize the product and understand its value.5. Overcoming objections: During the sales process, customers may have concerns or objections. The salesperson needs to address these objections by providing additional information or offering alternatives to alleviate any doubts or hesitations.6. Closing the sale: Once the customer is satisfied with the product and all objections have been addressed, the salesperson moves towards closing the sale. This involves asking for the sale, discussing payment options, and finalizing the transaction.7. Upselling and cross-selling: After the sale isclosed, the salesperson may suggest additional products or services that complement the customer's purchase. This is known as upselling and cross-selling, which can increasethe overall sales value.8. Providing excellent customer service: After the sale, it is crucial to provide exceptional customer service. This includes offering assistance with after-sales support, handling returns or exchanges, and ensuring customer satisfaction.中文回答：在卖场销售中，需要经过一系列的步骤和流程，以确保交易的成功进行。

市场营销（Marketing）又称为市场学、市场行销或行销学。

简称“营销”，台湾常称作“行销”，是指个人或集体通过交易其创造的产品或价值以获得所需之物实现双赢或多赢的过程。

权威定义美国市场营销协会下的定义是：行销是创造、沟通与传送价值给顾客，及经营顾客关系以便让组织与其利益关系人受益的一种组织功能与程序菲利普·科特勒下的定义强调了营销的价值导向：市场营销是个人和集体通过创造，提供出售，并同别人交换和价值，以获得其所需所欲之物的一种社会和管理过程。

而格隆罗斯给的定义强调了营销的目的：营销是在一种利益之上下，通过相互交换和承诺，建立、维持、巩固与消费者及其他参与者的关系，实现各方的目的)。

[编辑] 新式定义台湾的江亘松在＜你的行销行不行＞中强调行销的变动性，利用行销的英文Marketing 作了下面的定义「什麼是行销？」就字面上来说，「行销」的英文是「Marketing」，若把Marketing 这个字拆成Market（市场）与ing（英文的现在进行式表示方法）这两个部分，那行销可以用「市场的现在进行式」来表达产品、价格、促销、通路的变动性导致供需双方的微妙关系。

＜你的行销行不行＞ISBN: 978-986-82609-5-5，理财文化, 2007.08 出版[编辑] 市场营销理论发展的四个阶段初创阶段(1900年—1920年)功能研究阶段(1921年—1945年)现代市场营销学形成和发展阶段(1945年—1980年)营销扩展阶段(1980年以后)[编辑] 市场与需求市场营销学中的市场可以等同于需求，即研究消费者的现实需求和潜在需求。

美国市场营销协会(AMA)的定义委员会1960年对市场提出以下的定义：“ 市场是指一种货物或劳务的潜在购买者的集合需求。

”菲利普·科特勒把市场定义为“ 市场是指某种产品的所有实际的和潜在的购买者的集合。

”[编辑] 市场的类型市场从不同角度，可以划分为不同的类型。

关于卖衣服的英语作文The Art of Selling Clothing。

The retail industry, particularly clothing retail, is a dynamic and competitive field that requires a unique blend of creativity, strategy, and customer service. Selling clothes is not just about pushing products; it's about understanding fashion trends, catering to customer needs, and creating a memorable shopping experience.Firstly, the art of selling clothing begins with a deep understanding of fashion. Trends come and go, but a skilled salesperson knows how to identify timeless pieces that will appeal to a wide range of customers. This involves staying up-to-date with the latest fashion news, attending trade shows, and even following influencers on social media. By having a pulse on what's hot and what's not, a salesperson can guide customers towards making informed purchase decisions.Secondly, customer service is paramount in the world of clothing retail. A warm smile, a genuine greeting, and a willingness to listen are crucial. Customers come into a store with a variety of needs, from finding a specific item to seeking styling advice. By taking the time to understand a customer's unique style preferences and budget, a salesperson can offer personalized recommendations that are more likely to lead to a successful sale.Moreover, the ability to build trust and rapport with customers is essential. This involves being honest and transparent about products, prices, and promotions. Customers appreciate when they feel like they're getting the full story and not being sold a bill of goods. Additionally, a salesperson should always be prepared。

一个企业家客服困难创业成功的故事英语作文全文共3篇示例，供读者参考篇1The Successful Entrepreneur: Overcoming Customer Service Challenges to SucceedStarting a business is never easy, and for entrepreneur Tina, the road to success was filled with obstacles, particularly in the realm of customer service. However, through sheer determination and hard work, she was able to overcome these challenges and turn her fledgling startup into a thriving enterprise.Tina’s journey began when she decided to launch her own online retail store selling handmade jewelry. With a passion for design and a keen eye for detail, she believed that she had a unique offering that would appeal to customers looking for one-of-a-kind pieces. However, as a one-woman operation, she quickly discovered that managing customer inquiries and complaints was no easy task.In the early days of her business, Tina found herself inundated with emails from disgruntled customers who wereexperiencing issues with their orders. Whether it was a missing item, a delayed shipment, or a faulty product, Tina was bombarded with complaints and negative feedback. Feeling overwhelmed and unsure of how to handle the situation, she turned to a mentor for advice.Her mentor, a seasoned entrepreneur with years of experience in the retail industry, provided Tina with valuable insights and guidance on how to improve her customer service processes. He stressed the importance of communication, empathy, and proactive problem-solving in dealing with customer issues. Armed with this knowledge, Tina set out to revamp her approach to customer service.She began by implementing a more streamlined system for tracking and addressing customer inquiries. By centralizing all customer communications in a dedicated inbox, she was able to respond to queries in a timely and efficient manner. She also invested in training her staff on how to handle difficult customers with grace and professionalism, emphasizing the importance of maintaining a positive attitude even in the face of negativity.In addition to improving her customer service processes, Tina also focused on enhancing the overall customer experience.She made sure to personalize her interactions with customers, addressing them by name and taking the time to understand their needs and preferences. She also introduced a loyalty program to reward repeat customers and encourage brand loyalty.As a result of these efforts, Tina began to see a shift in the way customers perceived her brand. The number of complaints decreased, while positive reviews and referrals started pouring in. Customers raved about the excellent service they received and the high-qualit y products they purchased from Tina’s store.With her newfound reputation for exceptional customer service, Tina’s business began to grow at a rapid pace. Word of mouth spread, attracting a steady stream of new customers eager to experience the same level of service and craftsmanship that had become synonymous with Tina’s brand. Before long, she was able to expand her product line, hire additional staff, and open a brick-and-mortar store in a prime location.Today, Tina’s business is thriving, thank s in no small part to her commitment to delivering outstanding customer service. By recognizing the importance of putting the customer first and going above and beyond to meet their needs, she was able to turn a challenging situation into a resounding success. Her storyserves as a testament to the power of perseverance, dedication, and a relentless focus on customer satisfaction.篇2The entrepreneur named Emma used to work as a customer service representative for a big corporation. She had always dreamed of starting her own business, but she didn't know where to begin. After a lot of research, she decided to open a small e-commerce store selling handmade jewelry.At first, Emma thought that running a business would be easy. However, she quickly found out that being an entrepreneur was much harder than she had anticipated. She struggled with everything from sourcing materials to marketing her products. In addition, she found it difficult to juggle her job as a customer service rep with running her business.One of the biggest challenges Emma faced was dealing with difficult customers. Some customers were unhappy with their purchases and demanded refunds, while others were rude and disrespectful. Emma found it hard to maintain her composure and provide excellent customer service in these situations.Despite the challenges, Emma was determined to succeed. She worked long hours, poured her heart and soul into herbusiness, and never gave up. She sought help from mentors and other successful entrepreneurs, who provided valuable advice and guidance.With hard work and perseverance, Emma's e-commerce store slowly started to grow. She implemented new strategies to improve customer service and resolve complaints more effectively. She also focused on building a strong brand and creating a loyal customer base.After a year of hard work and dedication, Emma's business became a success. She was able to quit her job as a customer service rep and focus on her e-commerce store full-time. Emma's story is a testament to the power of perseverance and determination in the face of adversity. She proved that with hard work and passion, anyone can overcome obstacles and achieve their entrepreneurial dreams.篇3A Successful Entrepreneur Overcomes Customer Service Challenges to Achieve SuccessIntroduction:Being an entrepreneur comes with its own set of challenges, and one of the most crucial aspects of running a successfulbusiness is providing top-notch customer service. This is a story of a determined entrepreneur who faced numerous customer service challenges but ultimately achieved success through hard work, dedication, and perseverance.The Early Days:John, a young and ambitious entrepreneur, started his own online retail business selling handmade jewelry. He had a passion for creating unique and beautiful pieces, and he believed in the quality of his products. However, in the early days of his business, John struggled with providing excellent customer service. He was overwhelmed with the number of inquiries and complaints from customers, and he found it difficult to keep up with their demands.Customer Service Challenges:One of the biggest challenges John faced was handling customer complaints and resolving issues in a timely manner. He realized that without excellent customer service, his business would not be able to thrive. John also struggled with managing the high volume of orders and ensuring that each customer received their products on time. His lack of experience in customer service was affecting his business's reputation and profitability.Turning Point:Despite the challenges he faced, John was determined to turn things around. He decided to seek help from a mentor who had experience in the retail industry. With the guidance of his mentor, John implemented new customer service strategies, including hiring a dedicated customer service team, implementing a ticketing system to track customer inquiries, and improving communication with customers through personalized responses.Success Through Hard Work:As John focused on improving his customer service, he saw a significant improvement in his business's performance. Customers were happy with the quality of the products and the level of service they received. The number of repeat customers increased, and the business started to attract new customers through word-of-mouth referrals. John's dedication to providing excellent customer service paid off, and his business began to thrive.Achieving Success:Today, John's online retail business is a success story. He has expanded his product line, introduced new marketing strategies,and built a strong brand presence in the market. John's commitment to providing exceptional customer service has been a key factor in his business's growth and success. He has learned valuable lessons along the way and continues to prioritize customer satisfaction in all aspects of his business.Conclusion:John's journey as an entrepreneur highlights the importance of customer service in building a successful business. Despite facing challenges and setbacks, John's determination and hard work ultimately led to his business's success. His story serves as an inspiration to aspiring entrepreneurs who are looking to overcome obstacles and achieve their goals. It is a reminder that with dedication, perseverance, and a focus on customer service, anything is possible in the world of entrepreneurship.。

介绍销售渠道英文作文Sales channels are the various ways through which a company sells its products or services to customers. These channels can include direct sales, online sales, retail sales, wholesale sales, and more. Each channel has its own unique advantages and challenges, and companies often use a combination of channels to reach the widest possible customer base.Direct sales involve selling products or services directly to customers, often through a sales force or by setting up booths at events or in public places. This can be an effective way to build personal relationships with customers and provide them with a high level of service.Online sales have become increasingly popular in recent years, allowing companies to reach customers all over the world without the need for physical storefronts. This channel offers convenience for both the company and the customer, but can also be highly competitive and require astrong digital marketing strategy.Retail sales involve selling products through physical stores, where customers can see and touch the products before making a purchase. This channel provides a tangible shopping experience and the opportunity for customers to receive immediate assistance from sales staff.Wholesale sales involve selling products in large quantities to other businesses, which then resell the products to their own customers. This channel can be highly profitable, but also requires careful management of relationships with wholesalers and a strong understanding of the market.In addition to these main channels, there are many other ways that companies can sell their products or services, such as through catalogs, telemarketing, and direct mail. Each channel requires its own unique approach and can offer different benefits for both the company and the customer.Overall, choosing the right sales channels is crucial for the success of a company, and requires careful consideration of the target market, competition, and the company's own resources and capabilities. By effectively utilizing a variety of sales channels, companies can maximize their reach and increase their sales potential.。

E-commerce English 100电子商务英语100句编者：经济系余庆泽1.E-commerce means doing business through electronic media. 电子商务指通过电子媒介进行做生意。

2.The traditional sales and shopping channels are now movingonto the Internet.传统销售和购物的渠道现在都搬到互联网上。

3.They break the national and regional, visible and invisible barriers to globalization of production enterprises.他们打破国家和地区、看得见和看不见的障碍，使生产企业迈向消全球化。

4. E-commerce is coming of age,but not in the way predicted in the bubble years( Paul Markillie).电子商务日臻完善，超乎泡沫年代的预测。

5. It changes the mode of operation of enterprises，the management model and the settlement of the payment of business. 它改变了企业的生产模式、管理模式和支付方式。

6. Valuations of E-commerce are rising again and some of the dotcoms are making real profits。

对电子商务的评价正在提升，部分电子商务公司已开始赢利。

7. Accordin g to America’s Department of Commerce, online retail sales in the world’s biggest market last year rose by 26% to $55 billion.据美国商务部统计，去年全球最大市场的网上零售额增长了26%，达到550亿美元。

销售常用术语及释义1.时间英语缩写英语全称中文释义举例YAG Year ago与去年同期相比Oct YAG Gr%十月同比增长YTD Year to date今年至今09P11 YTD09年P1-P11累计YTG Year to go今年剩下的时间09P11YTD09年P12-P13累计MAT Moving annualtotal 往前滚动一年09P11MAT08年P12-09年P11P Period段P3, 第3段1) 销售指标GSV Gross Sales Value Sell-in的销售额NSV Net Sales Value Sell-in的销售额减去TPDistribution 分销率 (ACN数据库可以查)2) 市场表现Sales Value 消费者购买POS金额(offtake), 销售额Sales Volume 消费者购买数量(offtake), 销量Market share 市场份额(可以是销售额的份额Value share, 也可以是销量的份额Volume share)3) 财务指标MAC margin after conversion 公司计算毛利, NSV减去制造成本OP Operating profit 运营利润(看最后赚钱不赚…)4) 客户角度case-fill rate 订单满足率Category Management 品类管理Shopper traffic 客流量Basket value 客单价5) 品牌角度Awareness 品牌认知度Trail 尝试率Repeat 重复购买率Loyalty 忠诚度SOV 线上广告份额(在嘈杂的竞争品牌广告中, 我们的声音占了多少) * 从Awareness 一直到Loyalty, 是层层递进的6) 比较基数Benchmark 基准Vs. target 和目标相比Vs LY 和去年同期相比Vs competitor 和竞品相比3.渠道1) Mega 大型Hyper 超大型(收银台Checkout超过20个)Cash & Carry 仓储式(如麦德龙, 收银台Checkout超过20个)Large supermarket 大超市(收银台Checkout 7-19个)2) Middle 中型Smaller supermarket (ss) 小超(收银台Checkout7-19个)CVS 连锁便利店(一个收银台, 20家单店以上)Counter store 柜台店OSDO 批发市场Special channel 特渠, 如加油站, 火车站…3) IC Impulse channel 冲动渠道NCVS 非连锁便利店Small store 夫妻老婆店4) B2B 团购4.销量分类同样是销量, 在公司的衡量指标中有很多不同的名称和定义, 具体如下:Sell-in, Offtake, DTS5. 产品分类1) Brand 分品牌Dove, SNK, Crispy, M&M ’s2) Sub-Category 分品类Bulk 散装Sharing 分享装Self-consumption 独享装Gifting 礼盒6. 销售人员BDS Business development supervisor 销售主管FOTG Feet on the ground 一线同事 MarsW/S, wholesalerNKA, national key accountRetailer ConsumerSell-in Sell-inDTSOfftakeOfftakeBDR Business development representative 业务代表JBDR Junior business development representative 初级业务代表FLS Front Line Sales 前线实地销售MER Merchandise executive representative 理货员7. 合作部门Franchise 品牌市场部 (品牌建设和开发, 更多是线上的投入, 以及新品开发) Consumer Insight 消费者洞察部(为市场部提供消费者研究结果以及尼尔森等外部数据源)Trade marketing 市场推广部 (设计线下推广策略)Channel marketing 渠道推广部 (负责具体到活动SOP以及与销售同事沟通)Logistic 后勤 (物流)Finance 财务8. 价格表中的常见语RSP (Retail selling price) 零售价如43g, 6.5元Listing Price 供价如43g, 5.42元Margin 利润如, 43g, 20%Configuration 箱柜如心随 8*16, 一箱8盒, 每盒16个Excl VAT 不含增值税Incl VAT 含增值税9. 城市分类fortress city 堡垒城市 (BJ, TJ, SH, HZ, GZ, SZ)developing city 发展中城市(全国共38个)conversion city 转化城市10. 费用TP trade expense 投入给渠道的费用, 渠道受益CP consumer promotion expense 投入给消费者促销的费用, 消费者受益TTR trade term rebate 合同返点ATL Above the line 线上投入(如电视广告, 平面媒体, 楼宇广告, 赞助…)BTL Below the line 线下投入(如店内促销, 派发, 形象…)11. 必胜战役 Must Win Battle公司MTP中期计划中的策略方向, 资源分配和结果追踪都围绕这四大战役, 我们销售也应该了解我们为何而战…今年为四大战役, 缩写连起来是SIGN(标语)MWB S (SNK) 士力架战役MWB I (Impulse Channel) 冲动渠道战役MWB G (Gifting) 礼盒战役MWB N (New needs) 开发新需求(包括M&M’s以及新品) 12. 销售衡量指标 Sales MetricsUniverse 存在店数Coverage 覆盖店数Distribution Points 分销点Hero SKU 英雄SKUAverage product line 平均产品线A-Display A陈列Activity evaluation 活动评估Turnover 人员流动NSV Gr NSV增长率Channel P&L 渠道的财务状况13. 其他POP point of promotion 促销点(咱老说贴POP, 其实就是通过张贴促销信息让消费者认识到这个是促销点) POS point of sales 销售点。