CNBECT口试试题及部分答案

– Treating the complaints politely.

– Explaining to the complaints patiently. – Trying to solve the problem satisfactorily

Today my topic is how to deal with customer’s complaints. As we know, it is very important to deal with customer’s complaints. If you can do it well, you can win customers, or you’ll lose them. So if you get any customer’s complaints, first you should treat them politely. Listen to…. And you should also explain….

? Dealing with the complaints of the customers is a knotty problem. It needs tact, sincerity

and understanding. If not done well, you may lose the customer; if done well, you’ll win a regular customer. The general principles are being polite to the complainants, patient in explanation and cooperative in solving the problem so as to reach the result that the customers come with anger but leave with contentment.

? Sometimes it’s easier said than done. Dealing with customers friendly in attitude and

reasonable in demand might be easy so long as you are courteous and sympathetic.

? However, there is no lack of irritable, hot-tempered customers who make unjustified

charges against the product, company or salespeople. What to do? You should be more patient and polite. Never lose your temper no matter how you are wronged. ? You should try to calm him down first. Then figure out the cause of the problem and try

to solve the problem to his satisfaction. If not possible, you should make a sincere apology and move the customer into believing that you’ve done your utmost to help him. Don’t worry you may lose the customer. On the contrary, he’ll come back for you’ve won back his confidence.

? 20. How to introduce your company to the potential customers at a trade fair:

– Making self introduction– you are a sales representative of ABC Company – Line of products of your company in Company’s Show Booth – Advantages of your products

? Hello, everybody! Welcome to ABC Company’s Show Booth!

? I’m a sales representative of ABC Company. Let me introduce our company to you.

Please ask any questions at any time.

? Starting its operation in 1991, ABC has become a leading company in wire and cable

industry. We have thousands of wire and cable products covering infrastructure, automotive, audio/video, computer networking, communication, medical and a lot more.

? The biggest advantage of our products is that they are environment friendly since our wire

and cable are all free of lead and cadmium(镉). For networking cable, we are the only Chinese company that is able to produce Cat 5E 25 pair cable and today we are OEM(贴牌生产商) to more than ten big brands in networking and LAN cable markets. ? I’m confident you’ll not regret using our products.