Handling My Difficulty in Opening Conversation as a Salesperson with Foreign Customers in Succoth Store the Tent of Appreciation.
ABSTRACT
Tugas Akhir ini membahas masalah yang saya hadapi saat melakukan
magang di toko Succoth The Tent of Appreciation (STA). Masalah yang saya
hadapi adalah kesulitan dalam membuka percakapan dengan orang asing
ketika saya bertugas menjadi penjaga toko di STA.
Berdasarkan hasil analisis, saya menemukan penyebab dan akibat
dari masalah yang saya hadapi. Penyebab pertama adalah terbatasnya
kosakata yang saya miliki dan yang kedua adalah rasa gugup yang saya
rasakan ketika harus berbicara dalam bahasa Inggris dengan orang asing.
Sedangkan akibat dari masalah saya adalah saya merasa tidak nyaman
selama melakukan percakapan dan tamu asing yang berkunjung ke toko
tidak mendengarkan apa yang saya katakan.
Berdasarkan teori, saya mendapatkan tiga pilihan solusi. Solusi pertama
adalah saya akan berlatih menggunakan bahasa tubuh. Solusi yang kedua
adalah saya akan belajar kosakata bahasa Inggris untuk percakapan. Solusi
yang ketiga adalah saya akan berlatih berbicara di depan kaca. Ketiga solusi
tersebut memiliki dampak positif juga dampak negatif. Setelah melakukan
analisis, saya memutuskan untuk menggabungkan ketiga solusi tersebut
untuk mengatasi masalah yang saya alami.
i
Maranatha Christian University
TABLE OF CONTENTS
ABSTRACT……………………………………………………………………….i
DECLARATION OF ORIGINALITY………………………………..…...……..iii
ACKNOWLEDGEMENTS………………………………………..…………….iv
TABLE OF CONTENTS………………………………………………………...v
CHAPTER I. INTRODUCTION………………………….……………….…….1
A. Background of the Study
B. Identification of the Problem
C. Objectives and Benefits of the Study
D. Description of the Institution
E. Method of the Study
F. Limitation of the Study
G. Organization of the Term Paper
CHAPTER II. PROBLEM ANALYSIS………...……………………………...6
CHAPTER III. POTENTIAL SOLUTIONS…..…………….………………...10
CHAPTER IV. CONCLUSION…………..……………………………………16
BIBLIOGRAPHY
APPENDICES:
A. FLOWCHART
B. EXAMPLE VOCABULARY FOR SELLING
C. INTERVIEW TRANSCRIPT
D. BROCHURE OF SAMPLE PRODUCT
iv
Maranatha Christian University
CHAPTER I
INTRODUCTION
A. Background of the Study
Communication has been a key element to interact with people in
every society since the beginning of time. Not only for everyday
interactions, communication is also important in doing business especially
in sales. As stated in a book entitled How to Talk to Absolutely Anyone
that “Communication is absolutely crucial for business and personal
succes” (5). In relation with that statement, good communication is needed
in doing bussines especially in dealing with prospective customers when a
sales person is trying to approach a potential customer. The article
“Opening Statement” states that “Nothing is more important to prospecting
(other than actually doing it) than the quality of your opening statement”
(par. 1). It means that how a sales person open conversations is important
in sales.
Good communication in doing sales is initiated by appropriate
conversation openings.The article “Improving Your Conversation” states
that “A sales person should be proactive and be the first one to open up
1
Maranatha Christian University
and invest in the conversation”(par. 7). During my internship since 25
December 2013 until 10 January 2014 in Succoth The Tent of Apreciation
(henceforth: STA) , I realized that the ability to open conversations well is
important regarding my position as a shopkeeper there.
A shopkeeper must have an ability to communicate well with the
customers because he or she is the first person that customers will interact
with at the store. It is the duty of the shopkeeper to persuade the
customers to buy the product for examples shoes, shirt, T-shirt, jeans and
accessories. In doing so, a good approach in the begining of the
conversations with customers is crucial to make the persuasion smooth
and not intimidating for the customers.
During my internship, when foreign customers came to STA, I
actually had to approach them and started making conversation with them.
However, I prefered to wait until they came and asked me first for
information concerning STA because I found it difficult to open a
conversation. As a student of an English Program, I should have become
accustomed to communicating in English. Yet, I felt nervous when I have
to deal with foreigners. The difficulty made me not able to perform well on
my internship.
Realizing the importance of making a good conversation openings, I
decide to take this topic for my term paper. In my opinion, it is important to
find the solution to my problem because the solution will help me to
perform my duties as a shopkeeper well. Thus, I will analyze this problem
2
Maranatha Christian University
critically and systematically, based on the principles of scientific research,
so that I can find the best solution to solve my problem.
B. Identification of the Problem
The problem that I am going to discuss in this paper is formulated
as follows:
1. Why did I get difficulty in opening conversations with foreign
customers as a salesperson at STA?
2. How did the problem affect my performance as a shopkeeper in
STA?
3. How should I overcome the difficulty in opening conversations with
foreign customers?
C. Objectives and Benefits of the Study
The objective of this term paper is to find out the causes and
effects of the problem, and to provide the best solution for the problem.
There are some benefits for the institution, the readers, and also for me as
the writer of this term paper. The benefit for STA is that the other
employees, especially the shopkeepers who work for this institution will
know what to do to solve a similar problem. The benefit for the readers is
they can apply the best solution to open conversation with others,
especially with foreign people. Last but not least, the benefit for me as the
writer is I will be able to open conversations with foreign customers well.
3
Maranatha Christian University
D. Description of the Institution
Based on the interview with Mr. Ishzkia as the owner of STA. The
store was opened 21 August 2013. It is located on Jalan Mertasari 143
Kerobokan - Bali. The store is strategically located, because it is near
Seminyak beach and Petitenget beach, so the customers can find STA
easily and there are quite alot of foreign tourists espicially from Australia
living there. The present location makes it the perfect choice to stay to chill
and shop.The shop had a vintage concept. What makes the shop unique
is that there is a coffee shop in STA. The owner wants to make the
customers to also enjoy the environment there, not just for shopping. STA
had 3 employees. 1 as a cashier, 1 as a cleaning service and 1 as a
barista. The shop offers various kinds of body wear such as shirts,
trousers, accessories, and shoes, with its specialty in handmade shoes.
Some photos of the products sold in the shop are put in appendix D.
E. Method of the Study
In doing this study, I applied two methods that are field research
and library research. For the field research, I did an observation during my
internship in STA Bali. The data from the observation were recorded in my
internship journal. For the library research, I gathered data from both
printed and electronic resources.
F. Limitation of the Study
4
Maranatha Christian University
This study focuses on the problem I found when opening
conversations with foreign customers. I had the problem when I did my
internship from 25 December 2013 until 10 January 2014 as a shopkeeper
in STA.
G. Organization of the Term Paper
This term paper starts with Abstract, Declaration of Originality,
Acknowledgements, Table Of Contents and divided into four chapters. The
first chapter consists of Background of the Study, Identification of the
Problem, Objective and Benefits of the Study, History of the Institution,
Method of the Study, and Organization of the Term Paper. The second
chapter discusses the causes and also the effects of my problem. The
third chapter discusses potential solutions, with their positive effects and
also negative effects. Then, the last chapter discusses the conclusion of
my analysis.The term paper ends with a Bibliography and Appendixes.
5
Maranatha Christian University
CHAPTER IV
CONCLUSION
In the previous chapters, I have discussed my difficulty in opening
conversations with foreign customers during my internship from 25
December 2013 until 10 January 2014 in STA. The causes of the problem
are I did not have enough vocabulary and I was lacking in confidence
when I had to talk in English. This problem also produces some effects.
Those effects are I did not feel comfortable when I had to open
conversations, and the customer did not listen to what I said. To solve the
problem, I propose three potential solutions. The first potential solution is I
will practise using my body language. The second potential solution is I will
learn the vocabulary for selling. Then, the third potential solution is I
should practice my conversation by talking in front of the mirror (doing self
talk).
In my opinion, the best potential solution to solve my problem is if I
combine all the potential solutions. First of all, I will practise using my body
language. So when I do not know what to say to the foreigners, I can still
make them understand what I want to say to them. During my spare time, I
14
Maranatha Christian University
will learn the vocabulary for selling in English so when I have to talk in
English I can express what I want to say aprropriately, and the foreigners
can understand what I say. The two potential solutions above will not be
perfect without the third potential solution which is practising my
conversation by talking in front of mirror. Because in my opinion practice in
front of the mirror can make me feel more confident, so I can be more
comfortable when talking in English with foreign customers.
In conclusion, the combination of all these potential solutions is
the best choice. However, there is one thing that must be considered,
which is that I only focus on facial expressions and gesture when
practising. Although I have already known the vocabulary for selling and
the appropiate body language, it is still possible that I make a mistake in a
real conversation because I only focus on my facial expressions. Thus, I
suggest that shopkeepers with the same problem as mine should be
aware of this possibility and prepared to keep their focus when applying
the solutions.
15
Maranatha Christian University
BIBLIOGRAPHY
Printed Sources
Clayton, Peter. Body Language At Work London: Duncan Petersen
Publishing Ltd, 2003.
Rhodes, Mark. How To Talk To Absolutely Anyone. London: Tj International
Ltd, 2013.
Electronic Sources
Bonander, Ross. “4 Steps: Start The Conversation” Askmen.com. 2013. 28
January 2014
Edberg, Hendrik. “Do You Make These Mistake in Conversation.”
Positivity.com. 2013. 20 January 2014
Maranatha Christian University
“5 Ways to Shake Shyness.” Teenshealth.org.
June 2013. 21 February 2014
.
Five Secret Tips to Speak English Fluently and Confidently.” Hubpages.com.
2013. 20 February 2014
“Gesture and Positioning.” Rpi.edu. 2013. 24 January 2014
Hoge, A.J . “Speaking English Fluently.” Effortenglishclub.com 2013. 20
January 2014
< http://effortlessenglishclub.com/speaking-english-fluently>
“How Communication Goes Wrong.” helpguide.org. 2014. 15 June 2014
http://www.positivity.com/index.php/2006/10/27/ways-to-improve-yourbody-language/
“Improving Your Conversation Speaking.” Improveyourskills.com 2014. 24
January 2014
< http://www.improveyoursocialskills.com/basic-social-skills-guide>
“Improving Your Conversation Speaking.” Improveyourskills.com 2014. 24
Maranatha Christian University
January 2014
http://www.ipmroveyoursocialskills.com/basic-social-skills-guide
Larsson,Theresa. “Vocabulary Learning.” Diva-portal.org. 2010. 15 April 2014
Lidiya.
“Building
Self-Confidence
with
The
Mirror Technique.”
Letsreachsucces.com. 2013. 19 February 2014
“Opening Statement.” Justsellcom. 2014. 15 April 2014
“Overcome
Your
Shyness
and
Nervousness
in
Conversation.”
Englishforpleasure.com. 2013. 15 January 2014
Philip, Brad. “Should You Really Practice in Front of a Mirror.”
Mrmediatraining.com. 2013. 20 February 2014
Real,
Royane.
“Overcome
Your
Fear
of
Speaking
English.”
Englishforpleasure.com. 2013. 15 January 2014
Maranatha Christian University
Real, Roayane. “Why Should You Add New Words to Your Vocabulary.”
Selfgrowth.com.
2009.
20
February
2014
Rubin, Gretcher. “How to Avoid Awkward Conversations When Meeting
Someone
New”
Lifehacker.com.
2012.
10
January
2014.
Seyfi, Philiph.“Sharpen of Your Communication.” Lingualift.com 2012. 24 Feb
2014
“Tips for non-verbal communication” Smallbigchange.com. 2013. 5 March
2014
“What Is The Importance of Vocabulary.” Wisegeek.com. 2010. 13 Feb 2014
Maranatha Christian University
Tugas Akhir ini membahas masalah yang saya hadapi saat melakukan
magang di toko Succoth The Tent of Appreciation (STA). Masalah yang saya
hadapi adalah kesulitan dalam membuka percakapan dengan orang asing
ketika saya bertugas menjadi penjaga toko di STA.
Berdasarkan hasil analisis, saya menemukan penyebab dan akibat
dari masalah yang saya hadapi. Penyebab pertama adalah terbatasnya
kosakata yang saya miliki dan yang kedua adalah rasa gugup yang saya
rasakan ketika harus berbicara dalam bahasa Inggris dengan orang asing.
Sedangkan akibat dari masalah saya adalah saya merasa tidak nyaman
selama melakukan percakapan dan tamu asing yang berkunjung ke toko
tidak mendengarkan apa yang saya katakan.
Berdasarkan teori, saya mendapatkan tiga pilihan solusi. Solusi pertama
adalah saya akan berlatih menggunakan bahasa tubuh. Solusi yang kedua
adalah saya akan belajar kosakata bahasa Inggris untuk percakapan. Solusi
yang ketiga adalah saya akan berlatih berbicara di depan kaca. Ketiga solusi
tersebut memiliki dampak positif juga dampak negatif. Setelah melakukan
analisis, saya memutuskan untuk menggabungkan ketiga solusi tersebut
untuk mengatasi masalah yang saya alami.
i
Maranatha Christian University
TABLE OF CONTENTS
ABSTRACT……………………………………………………………………….i
DECLARATION OF ORIGINALITY………………………………..…...……..iii
ACKNOWLEDGEMENTS………………………………………..…………….iv
TABLE OF CONTENTS………………………………………………………...v
CHAPTER I. INTRODUCTION………………………….……………….…….1
A. Background of the Study
B. Identification of the Problem
C. Objectives and Benefits of the Study
D. Description of the Institution
E. Method of the Study
F. Limitation of the Study
G. Organization of the Term Paper
CHAPTER II. PROBLEM ANALYSIS………...……………………………...6
CHAPTER III. POTENTIAL SOLUTIONS…..…………….………………...10
CHAPTER IV. CONCLUSION…………..……………………………………16
BIBLIOGRAPHY
APPENDICES:
A. FLOWCHART
B. EXAMPLE VOCABULARY FOR SELLING
C. INTERVIEW TRANSCRIPT
D. BROCHURE OF SAMPLE PRODUCT
iv
Maranatha Christian University
CHAPTER I
INTRODUCTION
A. Background of the Study
Communication has been a key element to interact with people in
every society since the beginning of time. Not only for everyday
interactions, communication is also important in doing business especially
in sales. As stated in a book entitled How to Talk to Absolutely Anyone
that “Communication is absolutely crucial for business and personal
succes” (5). In relation with that statement, good communication is needed
in doing bussines especially in dealing with prospective customers when a
sales person is trying to approach a potential customer. The article
“Opening Statement” states that “Nothing is more important to prospecting
(other than actually doing it) than the quality of your opening statement”
(par. 1). It means that how a sales person open conversations is important
in sales.
Good communication in doing sales is initiated by appropriate
conversation openings.The article “Improving Your Conversation” states
that “A sales person should be proactive and be the first one to open up
1
Maranatha Christian University
and invest in the conversation”(par. 7). During my internship since 25
December 2013 until 10 January 2014 in Succoth The Tent of Apreciation
(henceforth: STA) , I realized that the ability to open conversations well is
important regarding my position as a shopkeeper there.
A shopkeeper must have an ability to communicate well with the
customers because he or she is the first person that customers will interact
with at the store. It is the duty of the shopkeeper to persuade the
customers to buy the product for examples shoes, shirt, T-shirt, jeans and
accessories. In doing so, a good approach in the begining of the
conversations with customers is crucial to make the persuasion smooth
and not intimidating for the customers.
During my internship, when foreign customers came to STA, I
actually had to approach them and started making conversation with them.
However, I prefered to wait until they came and asked me first for
information concerning STA because I found it difficult to open a
conversation. As a student of an English Program, I should have become
accustomed to communicating in English. Yet, I felt nervous when I have
to deal with foreigners. The difficulty made me not able to perform well on
my internship.
Realizing the importance of making a good conversation openings, I
decide to take this topic for my term paper. In my opinion, it is important to
find the solution to my problem because the solution will help me to
perform my duties as a shopkeeper well. Thus, I will analyze this problem
2
Maranatha Christian University
critically and systematically, based on the principles of scientific research,
so that I can find the best solution to solve my problem.
B. Identification of the Problem
The problem that I am going to discuss in this paper is formulated
as follows:
1. Why did I get difficulty in opening conversations with foreign
customers as a salesperson at STA?
2. How did the problem affect my performance as a shopkeeper in
STA?
3. How should I overcome the difficulty in opening conversations with
foreign customers?
C. Objectives and Benefits of the Study
The objective of this term paper is to find out the causes and
effects of the problem, and to provide the best solution for the problem.
There are some benefits for the institution, the readers, and also for me as
the writer of this term paper. The benefit for STA is that the other
employees, especially the shopkeepers who work for this institution will
know what to do to solve a similar problem. The benefit for the readers is
they can apply the best solution to open conversation with others,
especially with foreign people. Last but not least, the benefit for me as the
writer is I will be able to open conversations with foreign customers well.
3
Maranatha Christian University
D. Description of the Institution
Based on the interview with Mr. Ishzkia as the owner of STA. The
store was opened 21 August 2013. It is located on Jalan Mertasari 143
Kerobokan - Bali. The store is strategically located, because it is near
Seminyak beach and Petitenget beach, so the customers can find STA
easily and there are quite alot of foreign tourists espicially from Australia
living there. The present location makes it the perfect choice to stay to chill
and shop.The shop had a vintage concept. What makes the shop unique
is that there is a coffee shop in STA. The owner wants to make the
customers to also enjoy the environment there, not just for shopping. STA
had 3 employees. 1 as a cashier, 1 as a cleaning service and 1 as a
barista. The shop offers various kinds of body wear such as shirts,
trousers, accessories, and shoes, with its specialty in handmade shoes.
Some photos of the products sold in the shop are put in appendix D.
E. Method of the Study
In doing this study, I applied two methods that are field research
and library research. For the field research, I did an observation during my
internship in STA Bali. The data from the observation were recorded in my
internship journal. For the library research, I gathered data from both
printed and electronic resources.
F. Limitation of the Study
4
Maranatha Christian University
This study focuses on the problem I found when opening
conversations with foreign customers. I had the problem when I did my
internship from 25 December 2013 until 10 January 2014 as a shopkeeper
in STA.
G. Organization of the Term Paper
This term paper starts with Abstract, Declaration of Originality,
Acknowledgements, Table Of Contents and divided into four chapters. The
first chapter consists of Background of the Study, Identification of the
Problem, Objective and Benefits of the Study, History of the Institution,
Method of the Study, and Organization of the Term Paper. The second
chapter discusses the causes and also the effects of my problem. The
third chapter discusses potential solutions, with their positive effects and
also negative effects. Then, the last chapter discusses the conclusion of
my analysis.The term paper ends with a Bibliography and Appendixes.
5
Maranatha Christian University
CHAPTER IV
CONCLUSION
In the previous chapters, I have discussed my difficulty in opening
conversations with foreign customers during my internship from 25
December 2013 until 10 January 2014 in STA. The causes of the problem
are I did not have enough vocabulary and I was lacking in confidence
when I had to talk in English. This problem also produces some effects.
Those effects are I did not feel comfortable when I had to open
conversations, and the customer did not listen to what I said. To solve the
problem, I propose three potential solutions. The first potential solution is I
will practise using my body language. The second potential solution is I will
learn the vocabulary for selling. Then, the third potential solution is I
should practice my conversation by talking in front of the mirror (doing self
talk).
In my opinion, the best potential solution to solve my problem is if I
combine all the potential solutions. First of all, I will practise using my body
language. So when I do not know what to say to the foreigners, I can still
make them understand what I want to say to them. During my spare time, I
14
Maranatha Christian University
will learn the vocabulary for selling in English so when I have to talk in
English I can express what I want to say aprropriately, and the foreigners
can understand what I say. The two potential solutions above will not be
perfect without the third potential solution which is practising my
conversation by talking in front of mirror. Because in my opinion practice in
front of the mirror can make me feel more confident, so I can be more
comfortable when talking in English with foreign customers.
In conclusion, the combination of all these potential solutions is
the best choice. However, there is one thing that must be considered,
which is that I only focus on facial expressions and gesture when
practising. Although I have already known the vocabulary for selling and
the appropiate body language, it is still possible that I make a mistake in a
real conversation because I only focus on my facial expressions. Thus, I
suggest that shopkeepers with the same problem as mine should be
aware of this possibility and prepared to keep their focus when applying
the solutions.
15
Maranatha Christian University
BIBLIOGRAPHY
Printed Sources
Clayton, Peter. Body Language At Work London: Duncan Petersen
Publishing Ltd, 2003.
Rhodes, Mark. How To Talk To Absolutely Anyone. London: Tj International
Ltd, 2013.
Electronic Sources
Bonander, Ross. “4 Steps: Start The Conversation” Askmen.com. 2013. 28
January 2014
Edberg, Hendrik. “Do You Make These Mistake in Conversation.”
Positivity.com. 2013. 20 January 2014
Maranatha Christian University
“5 Ways to Shake Shyness.” Teenshealth.org.
June 2013. 21 February 2014
.
Five Secret Tips to Speak English Fluently and Confidently.” Hubpages.com.
2013. 20 February 2014
“Gesture and Positioning.” Rpi.edu. 2013. 24 January 2014
Hoge, A.J . “Speaking English Fluently.” Effortenglishclub.com 2013. 20
January 2014
< http://effortlessenglishclub.com/speaking-english-fluently>
“How Communication Goes Wrong.” helpguide.org. 2014. 15 June 2014
http://www.positivity.com/index.php/2006/10/27/ways-to-improve-yourbody-language/
“Improving Your Conversation Speaking.” Improveyourskills.com 2014. 24
January 2014
< http://www.improveyoursocialskills.com/basic-social-skills-guide>
“Improving Your Conversation Speaking.” Improveyourskills.com 2014. 24
Maranatha Christian University
January 2014
http://www.ipmroveyoursocialskills.com/basic-social-skills-guide
Larsson,Theresa. “Vocabulary Learning.” Diva-portal.org. 2010. 15 April 2014
Lidiya.
“Building
Self-Confidence
with
The
Mirror Technique.”
Letsreachsucces.com. 2013. 19 February 2014
“Opening Statement.” Justsellcom. 2014. 15 April 2014
“Overcome
Your
Shyness
and
Nervousness
in
Conversation.”
Englishforpleasure.com. 2013. 15 January 2014
Philip, Brad. “Should You Really Practice in Front of a Mirror.”
Mrmediatraining.com. 2013. 20 February 2014
Real,
Royane.
“Overcome
Your
Fear
of
Speaking
English.”
Englishforpleasure.com. 2013. 15 January 2014
Maranatha Christian University
Real, Roayane. “Why Should You Add New Words to Your Vocabulary.”
Selfgrowth.com.
2009.
20
February
2014
Rubin, Gretcher. “How to Avoid Awkward Conversations When Meeting
Someone
New”
Lifehacker.com.
2012.
10
January
2014.
Seyfi, Philiph.“Sharpen of Your Communication.” Lingualift.com 2012. 24 Feb
2014
“Tips for non-verbal communication” Smallbigchange.com. 2013. 5 March
2014
“What Is The Importance of Vocabulary.” Wisegeek.com. 2010. 13 Feb 2014
Maranatha Christian University