Obtaining Info, Goods & Services

With this book and 6 audio CDs you will:

• Understand Americans and be understood
• Be a savvy consumer
• Buy on the phone and in store
• Manage credit cards and bank accounts
• Find the right service
• Negotiate the best terms
• Get around town
• Find hard-to-get information
• Handle solicitations
• Provide great customer service … and more

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1. USING DIRECTORY ASSISTANCE

Requesting a listing
Complaining and asking credit for the call
What you may hear when calling Directory Assistance

2. OBTAINING INFORMATION

Stating the nature of your inquiry
Promising to send out information
Getting to the right department or person
Asking to connect you to the right department
Transferring calls
Confirming that you’ve reached the right department
Asking for a referral
Probing for information
Giving a referral
Asking about office hours
Asking about mailing and street addresses
Discussing time frames and deadlines
Talking to a receptionist

3. SEARCHING FOR A PRODUCT

Discussing availability of goods
Discussing prices
Correcting pricing errors
Putting merchandise on hold
Additional services
At the checkout
Discussing the return policy
Returning merchandise

4. ORDERING FROM A CATALOG

Discussing availability
Asking for additional information
Discussing sizes and color
Discussing care
Asking about an item’s dimensions
Discussing turnaround time
Discussing the cost of the order and shipping charges
Making a special request
Discussing the return policy
Inquiring about a warranty
Checking on the status of an order
Changing the order
Wrapping up a conversation
What questions to expect from a catalog sales rep

5. SHOPPING FOR A SERVICE

Describing a need or a problem
Asking for and giving referrals
Asking for an introduction
Giving an introduction
Using an introduction
Requesting and giving a quote
Discussing deadlines
Negotiating the price
Discussing payment terms
Checking a provider’s background
Asking for references
Checking references
Comparative shopping
Finalizing an agreement
Making an appointment and discussing a time window

6. SETTING UP A PHONE SERVICE AND UTILITIES

Questions to a customer establishing a new service
Establishing a new service
Discussing rates
Inquiring about reduced rates
Inquiring about optional features and services
Adding features to an existing service
Moving a service to a new address
Closing an account

7. HANDLING SOLICITATIONS

Signs of high-pressure selling
Taking time out or brushing off a solicitor
Turning down an offer or a solicitation
Expressing interest
Expressing readiness to contribute
Discussing the amount and terms of a contribution
Stating that you have made a payment or contribution

8. BANKING

Opening an account
Additional account services
Talking to a bank teller
Transferring money between accounts
Closing an account
Questions banks ask of new customers
Questions to ask when opening various accounts

9. USING CREDIT CARDS

Applying for a credit or check card
Discussing terms
Making changes to an account
Transferring an outstanding balance
Applying for an increase in the line of credit

10. USING MUNICIPAL TRANSPORTATION

Discussing schedules and routes
Discussing fares
Asking for directions
Giving directions
Asking for information and making a request

11. ORDERING TRANSPORTATION

Ordering a pick up
Talking about the service area
Discussing pick-up and drop-off time and location
Discussing special circumstances or needs
Discussing payment options
Discussing tipping

12. RENTING A CAR

Inquiring about rental rates
Inquiring about discounts
Discussing rental categories
Discussing special circumstances
Discussing rental terms
Discussing protection coverage options
How to verify levels of rental coverage