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Деловой английский для любого уровня подготовки

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За последние 60 дней ни разу не выходила


Сайт рассылки: http://www.fast-english.ru
Открыта: 15-04-2009

Автор
Мария Иванова

Статистика

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Деловой английский для любого уровня подготовки


Добрый день.

Предлагаем вам отрывок из одной на наш взгляд интересной статьи. Полный текст статьи на русском языке можно прочитать на сайте: www.topstylist.ru .

Communication skills

Communication is the main way of setting of confidential relationship with customers. The hairdresser starts to understand the client’s wishes better and more important to satisfy them by developing the communication skills.

There are some rules one should follow to succeed in working with customers especially at the hairdresser's.

- While speaking with a customer you should look him in the face to show you are interested in what he is speaking about.

- Repeating and paraphrasing of client’s words enables him to see that you understand what he wants.

- Reference by name convinces the client of the care you take about him. So you should always try to call him by his name.

- Make unobtrusive questions. That would enable your customer to take an active part in a conversation.

- Be frank and friendly so the client could feel that he is a welcome visitor.

- Smile. This easies up.

- Nod your head while the client is speaking. He will see your interest and will give you more well-grounded answers.

- Don’t discuss personal problems. But if the client decides to share his problems treat this with understanding avoiding giving advice or expressing your opinion.

You shouldn’t do the following:

- Making reclamations and negative notes. It limits the conversation displeasing the client and giving him the sense of discomfort.

- Foisting off the conversation on your customer, because it can confuse him.

- Interrupting the client. That will annoy him and he will stop speaking.

- Being in a hurry. It can lead to the client’s anxiety and alienation.

- Staring at your client. He can become aggressive or depressed.

Vocabulary:

look smb in the face – смотреть кому-либо в глаза

reference by name – обращение по имени

unobtrusive – ненавязчивый

to take an active part – принимать активное участие

a welcome visitor – желанный гость

to easy up – снимать напряжение

a well-grounded answer – обстоятельный ответ

foist off – навязать, всучить

alienation – отчуждение

информация в данной рассылке НЕ является частью нашего курса английского языка!

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