top of page

Effective Business English for Customer Service and Sales

Objective: To help learners improve their communication skills in English for customer service and sales, and be able to handle customer inquiries and complaints confidently.

Level: Intermediate to Advanced

Time: 60 minutes

Materials: Whiteboard, markers, handouts


1. Warm-up (10 minutes)

  • Start with a discussion on customer service and sales, and why effective communication is important in these fields.

  • Ask learners to share their own experiences dealing with customers and any challenges they have faced.

2. Vocabulary and Expressions (15 minutes)

  • Introduce key vocabulary and expressions commonly used in customer service and sales, such as "can I help you?", "thank you for your purchase", "how may I assist you today?", etc.

  • Practice using these expressions in various scenarios, such as handling customer inquiries, processing orders, and resolving complaints (handout).

3. Role-plays (20 minutes)

  • Divide learners into pairs and assign one person as the customer and the other as the customer service representative or salesperson.

  • Provide a list of common scenarios and ask learners to role-play them, using the vocabulary and expressions they learned (handout)

  • After each role-play, ask for feedback and suggestions on how to improve.

4. Listening and Comprehension (10 minutes)

  • Play a short audio or video clip of a customer service interaction or sales pitch (not included).

  • Ask learners to take notes on key information and expressions used.

  • Discuss the clip as a group and ask learners to share their thoughts on the communication strategies used.

5. Case Study (5 minutes)

  • Provide the handout with a case study on a customer complaint or sales challenge.

  • Ask learners to read the case study and come up with their own solutions, using the vocabulary and expressions learned.

  • Discuss the case study as a group and ask learners to share their solutions and reasoning.

6. Wrap-up (5 minutes)

  • Summarize the key takeaways from the lesson, including the importance of effective communication, common vocabulary and expressions, and strategies for handling customer inquiries and complaints.

  • Ask learners to reflect on what they learned and how they can apply it in their own work.


  • Assign learners to practice using the vocabulary and expressions learned in real-life customer service and sales scenarios. Encourage them to reflect on their experiences and share their learnings in the next lesson.

This lesson plan is designed to be interactive and engaging, providing learners with practical skills and strategies for communicating effectively in English for customer service and sales.

Anchor 1
bottom of page