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Vocabulary contextual practice
Ideas for Carnival

Styles In Customer Service

There are various styles in customer service. Sales techniques can range from subtle or soft-sell to more direct or
hard-sell, depending on the type of product or service being offered.
Hard selling is more common in selling real estate, cars, furniture, major appliances, insurance, and financial
services because these products and services are usually sold on a commission basis. In most retail stores,
however, you will encounter soft selling.

Saying No

For many people, saying no is difficult. It is especially difficult with hard-sell techniques. Strategies for resisting
hard selling include avoiding an answer, refusing without saying no, simply saying no, and making concessions.
Here are some tips you could use when saying no:
• Be polite but firm in your response. No, thank you. I don’t want …
• When saying no, make sure the tone of your voice is firm, and use body language such as shaking your head or
turning away to indicate a negative response.
• Say you want time to think it over. Ask the seller for written information about the product or service that you
could read at home.
• Acknowledge the value of the product or service being offered and then refuse, e.g. It’s a great product but I’m
not interested.
• Begin your sentence with the word No, so that you send a clear message as in No, I’m not interested.
• Repeat your message calmly but firmly.