Chapter 1建立關係，讓客戶喜歡你
Building Relationships
Unit 1 與客戶哈啦打屁
Killing Time with Customers
狀況1 令人印象深刻的自我介紹Impressive Self-Introduction
狀況2 噓寒問暖表示關心Expressing Concern
狀況3 多多讚美，讓客戶開心Praising Customers
狀況4 分析市場情報，贏得客戶信任Market Intelligence Analysis
Unit 2打電話的基本禮儀
Essential Telephone Etiquette
狀況5 接到老外的來電別緊張Receiving a Call from a Foreigner
狀況6 請對方留言，稍後回電Leaving a Message
狀況7 打電話給大客戶要有禮貌Calling to a VIP Customer
狀況8 打錯電話就要道歉Misdialing a Number
Unit 3 接待遠道而來的貴賓
Receiving the Distinguished Guests
狀況9 預約見面其實很簡單Making an Appointment
狀況10 到機場接機要注意細節Picking up at the Airport
狀況11 當個盡職的一日導遊A Dedicated One-Day Tour Guide
狀況12 招待貴賓吃大餐Treating Guests with a Big Meal
狀況13 陪客戶選購伴手禮Buying Souvenirs
Chapter 2展現銷售技巧，讓客戶買單
Showing Sales Skills
Unit 1行銷高手就是這樣介紹產品
Becoming a Marketing Expert
狀況14 靠功能取勝的務實行銷Functional Marketing
狀況15 把對方捧上天的行銷法Pleasing Your Customers
狀況16 讓對方不買不行的行銷法Persuading Customers to Buy
狀況17 虛張聲勢的行銷法The Bluff Marketing Method
Unit 2 價錢談判有技巧
Price Negotiations
狀況18 殺價與還價，談個好價格Bargaining the Price
狀況19 簽合約要注意細節Signing Contracts
狀況20 確認訂單和出貨事宜Confirmation of Order and Delivery Issues
狀況21 確認付款事宜Confirmation of Payment
Chapter 3維持良好關係，讓客戶忘不了你
Maintaining Customer Relationships
Unit 1 妥善處理顧客抱怨
Handling Customer Complaints
狀況22 抱怨食物品質Complaining about Food
狀況23 要求退換貨Returns and Exchanges
狀況24 抱怨貨物遲交Complaining about Shipping Delays
狀況25 要求產品維修Product Maintenance
狀況26 要求賠償與退款Compensation and Refunds
Unit 2 讓客戶百分百滿意
Keeping the Customer Satisfied
狀況27 詢問客戶滿意度Asking for Customer Satisfaction
狀況28 與客戶保持聯絡Keeping in Touch with Customers
狀況29 逢年過節要送上祝福Holiday Greetings
狀況30 客戶有喜別忘道賀Congratulations
