Ignlese

INTRODUCTION HERE

Work done by Enea Zoccolanti, Gioele Marsili and Ettore Brandi

Online orders

06/10/18

Sales calls are targeted telephone interactions between business representatives and potential or existing customers, aimed at promoting, selling, or supporting products and services. These calls play a key role in customer acquisition, relationship management, and increasing sales opportunities, contributing significantly to the overall success of the business.

Sales calls

In this dialogue the buyer calls the sales person of a telephone company to find out if his order was ready for shipment, and the operator replies that it is ready and sends him an email with all the details

Operator: Certainly, [Name]. Your chosen model, the X phone, is available and currently being prepared for shipping. We will send you a confirmation with shipping details. Buyer: Perfect, thank you! And I also wanted to say that I was very satisfied with the service in the store yesterday. Operator: I'm really glad to hear that you're satisfied! We greatly appreciate your feedback. Buyer: Thank you very much. I'll be waiting for the confirmation and look forward to receiving the phone. Have a great day! Operator: Likewise, [Name]! Thank you for choosing us. Have a great day too, and see you soon!

Buyer: Good morning, this is [Name]. I purchased a phone from you yesterday evening and wanted to confirm some details. Operator: Certainly, good morning! Can I have your order number or your full name to check the purchase? Buyer: Yes, my name is [Name], and the order was placed around 6:30 PM. Operator: Thank you, [Name]. I've found your order. How can I assist you? Buyer: I wanted to make sure that the phone I selected is available for shipping and if I can receive confirmation of when it will arrive.

Successful order

In this dialogue the buyer calls the sales person to know about his order in delay, the operator responds that they are doing everything possible to hasten delivery and that he will just have to be patient.

Customer: Thank you for the offer, but I would prefer that my order arrives as soon as possible. Operator: I understand. We are doing everything we can to expedite the shipment. You will be among the first to be informed of any developments. Can we count on your patience? Customer: Alright, I hope you resolve it soon. Anyway, let's proceed with the rest of the order. Operator: Thank you for your understanding. We will complete the order, and I will keep you updated on the shipment status. Thanks for your patience and for choosing to do business with us.

Customer: Good morning, I placed an order on your website, and I'm a bit disappointed because the delivery has been delayed. Operator: I'm sorry to hear you've had a disappointing experience. Can I have your order number so I can check the situation? Customer: Yes, the order number is 10. Operator: Thank you. I sincerely apologize for the delay. We are looking into the situation and will do our best to resolve this issue. In the meantime, can I offer you a discount on your next purchase for the inconvenience?

Failed order

Feedback

Feedback is commentary, ratings, or opinions provided by individuals in response an experience, a product, or a service. Feedback can be positive, negative, or neutral and provides valuable information for evaluating performance, making improvements, and adapting to the needs of users or customers.

In this feedback the buyer complains that he has not yet received the goods. He also says he contacted them again and the buyer told him it would arrive soon but he still doesn't have the product, and is requesting a refund

Negative feedback

In this feedback the customer buys an iPhone 14. He was very satisfied, in fact he says that the product is very high quality, even if he stopped using iPhone for a while, due to the prices, he decided to get closer to Apple .

Positive feedback