蜜芽传媒

A short docu-drama, broken into two parts, demonstrating how important Functional Skills English speaking, listening and communication skills are to professional relationships in the Retail sector. In particular, this demonstrates the Level 2 skills of considering complex information, giving cogent responses, being persuasive and using conversation to move things forward.
In part one a customer comes into a bike shop, unhappy with what he sees as a faulty bike, wanting a refund. The salesperson listens carefully, asking key questions and explains the importance of being polite with the customer, listening, getting the facts and keeping calm.
In part two the customer returns and the sales person carefully explains what has caused the issue and what the bike shop are going to do about it, having a conversation with the customer about the best way forward. The customer is happy. The salesperson explains how important it is to build towards a compromise to build and maintain customer relations.