1. 1. ATENCIÓN AL CLIENTE
1.1. Terminología específica
1.1.1. Characteristics of oral language
1.1.2. Speaking on the phone
1.1.3. Receiving visitors
1.1.4. Grammar. Questions and replies
1.1.5. Basic Attitudes
1.2. Usos y estructuras habituales
1.2.1. Greetings
1.2.2. Introductions
1.2.3. Courtesy rules
1.3. Estilos formal e informal
1.3.1. Differences between formal and informal English
1.3.2. Differences between formal and informal English
1.3.3. Informal language in business documents
1.3.4. Synonyms
1.4. Quejas y reclamaciones
1.4.1. Dealing with complaints
1.4.2. Courtesy guidelines
1.4.3. Grammar. Future simple for promises and offers
1.4.4. Telephone complaints
1.4.5. Face to face complaints
1.4.6. Written complaints
1.4.7. Common complaints situations
1.4.8. Useful vocabulary related to complaints
1.4.9. Responding to complaints
1.5. Simulaciones
1.5.1. Solving problems by phone
1.5.2. Face to face
1.5.3. Solving written complaints
2. 2. TÉCNICAS DE VENTA
2.1. Presentación productos/servicios
2.1.1. Introducing products
2.1.2. Measures and weight
2.1.3. Quantity
2.1.4. Aditional Services
2.1.5. Methods of payment
2.1.6. After sale services
2.2. Detección de necesidades
2.2.1. Types of necessities
2.2.2. Expressing likes and dislikes
2.3. Expresión y comparaciones
2.3.1. Grammar. Adjectives, comparatives and superlatives
2.3.2. Instructions for use
2.3.3. Prices
2.3.4. Discounts and extra charges
2.4. Tratamiento de objeciones
2.4.1. Main objections in sales
2.5. Sintaxis y usos habituales al teléfono
2.5.1. Structure of telephone conversations in sales
2.5.2. Frequently used expressions in sales
2.6. Simulaciones
2.6.1. General aspects to present a product or service
2.6.2. Examples of commercial situations with customers
3. 3. COMUNICACIÓN COMERCIAL ESCRITA EN INGLÉS
3.1. Estructura y terminología
3.1.1. Orders (or order note)
3.1.2. Invoice (also bill)
3.1.3. Receipts
3.1.4. Complaint form
3.2. Cumplimentación documental
3.2.1. Cumplimentation of order notes
3.2.2. Invoices
3.2.3. Offer letters
3.2.4. Complaint forms
3.3. Correspondencia comercial
3.3.1. Structure of commercial letters
3.3.2. Offers
3.3.3. Complaint letters
3.3.4. Asking for deferrals and extensions
3.3.5. Letters requesting payment
3.4. Estructura y fórmulas habituales
3.4.1. Inter office memos
3.4.2. Minutes (actas)
3.4.3. Circulars
3.5. Informes y presentaciones comerciales
3.5.1. Oral presentations
3.5.2. Written presentations
3.5.3. Dosier elaboration
3.5.4. Promotional material (brochures and leaflets)
3.6. Comercio electrónico
3.6.1. E-commerce types
3.6.2. Syntactic structures for ecommerce
3.7. Abreviaturas
3.7.1. Abbreviators in commercial documents
3.7.2. Soportes (Media)