English for Sales, Negotiation and Customer Service

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About Course

A promising sale or valuable customer relationship can be lost when the message is unclear, the tone sounds too direct or a difficult question creates panic. This practical business-English course helps customer-facing professionals communicate naturally across discovery, presentation, negotiation, follow-up, service requests and complaints. You will learn to open sales conversations, understand needs, explain customer value, handle objections, negotiate price and terms, close sales, follow up professionally and manage difficult conversations across calls, meetings, chat and email.

What Will You Learn?

  • Use essential sales, negotiation and customer-service vocabulary.
  • Open professional customer conversations naturally.
  • Ask questions and confirm customer needs.
  • Explain products, services and customer value.
  • Respond constructively to common sales objections.
  • Negotiate price, scope, delivery and payment terms.
  • Close sales conversations and agree next steps.
  • Write clear proposals, quotations and follow-up messages.
  • Respond helpfully to customer questions and requests.
  • Handle complaints and difficult conversations calmly.
  • Communicate effectively across calls, meetings, chat and email.
  • Complete sales, negotiation and service simulations.

Course Content

Section 1: Essential English for Customer Conversations
Build vocabulary, sentence patterns and communication habits for professional customer interactions, including greetings, requests, clarification, confirmation and recovery from mistakes.

  • Use professional greetings and introductions
  • Make polite requests and offers
  • Clarify unfamiliar words and information
  • Confirm names, numbers, dates and expectations
  • Use positive and customer-focused language
  • Correct yourself naturally during conversation

Section 2: Start a Sales Conversation
Open conversations naturally, introduce yourself and the company, explain the purpose, build rapport and move smoothly into customer discovery.

Section 3: Ask Questions and Understand Customer Needs
Use open, closed and follow-up questions, active listening, note-taking, summarising and confirmation to discover customer priorities.

Section 4: Explain Products, Services and Value
Describe features, translate them into benefits, explain processes, demonstrate solutions, compare alternatives and adapt the message to each customer.

Section 5: Handle Sales Objections
Acknowledge concerns about price, timing, features, risk or competitors, clarify the objection, provide evidence, suggest options and check resolution.

Section 6: Negotiate Price and Business Terms
Discuss price, discounts, scope, delivery, payment and responsibilities; trade concessions, reject requests politely and summarise agreements.

Section 7: Close the Sale and Follow Up
Recognise buying signals, confirm the offer, ask for commitment, explain next steps and write proposals, quotations and follow-up messages.

Section 8: Respond to Customer Questions and Requests
Provide helpful service across calls, meetings, chat and email by clarifying requests, giving instructions, managing expectations and confirming next actions.

Section 9: Handle Complaints and Difficult Conversations
Acknowledge difficult customer experiences, apologise appropriately, gather facts, explain options, set boundaries, de-escalate tension and confirm resolution.

Section 10: Practise Complete Sales and Service Conversations
Combine the course language in realistic discovery, presentation, objection, negotiation, follow-up and complaint-resolution simulations.

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