Many professionals in Retail & E-commerce already master the technical side of customer service calls, but feel uncertain when they have to switch into English. This chapter focuses on the bridge between what you already know and the words you need to express it clearly to an international audience.

We will move step by step: first the core vocabulary, then a realistic scenario, then the language patterns that hold it all together, and finally a short practice activity. Take your time, read the dialogue aloud, and try to reproduce the patterns in your own words.

Key vocabulary

Before the scenario, study these eight essential terms. Read each definition aloud, then write one sentence per term using a real situation from your own work in Retail & E-commerce.

**SKU** — stock-keeping unit.

**AOV** — average order value.

**conversion** — share of visitors who buy.

**merchandising** — presentation of products.

**basket** — items a customer plans to buy.

**fulfilment** — order processing and shipping.

**chargeback** — reversed credit card transaction.

**NPS** — net promoter score.

Scenario in context