How to React to Boss Politely?
Speaking | English & Chinese scripts are provided below and you can understand the content easier.
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Hi Daniel, are you free now?
Hi boss, I’ll have a video conference with sales team five minutes later.
I’ve reviewed your annual plan and got some questions on the details.
The meeting will last for 30 minutes. Is it urgent?
I prefer to discuss it by today.
Would you mind waiting awhile?
Let’s have discussion after finishing your meeting.
I’m sorry about that. I’ll come to your room later.
Hi boss, I’ve just finished the meeting. Is it fine with you now?
Yes. Please come in and take a seat.
Daniel, we’ll submit our annual strategic plan to the management next week. Let’s go through the draft and finetune the content.
Sure. I’ve studied the recent development of the industry and performed in-depth analysis.
Good. We should also align with the vision of the company.
I’ve taken a deep dive on the impact analysis based on the challenges we’ll face. The report listed out the detailed action plan with rationale provided.
Before defining our action items, what do you think of the positioning of our shopping mall?
I think the retail mix of our shopping mall has been improved. We can bring more choices to customers by offering different categories including lifestyle, gourmet, fashion, beauty and family.
As more customers go for online shopping, there was decrease in foot traffic starting two years ago. What do you think?
It was due to the change of consumers’ habit which continually affects our revenue.
Most of the shopping malls are facing with the same issue. It would pose critical impact to our business if we cannot adapt to the change.
It’s true that we may not be able to survive if we cannot differentiate our mall from the competitors.
We did quite a good job in shifting the theme of our mall last year. What is your opinion to grow our brand affinity?
I think that we can position our mall to be a good place for family and friends’ outings.
We’ve introduced tenants with more kids focused such as gyms, education and daycare centres. In addition, we also added children’s play facilities to entertain children. The new design of innovative play area is able to bring so much fun to the children. Such facilities can attract customers visiting our mall.
It could boost the sales of the surrounding tenants. It was a good start.
Based on the result of our customer survey, families preferred to stay longer as they could drop the children in the shops.
Our diverse retail mix allows parents taking a break, going to supermarket, having a cup of coffee or buying household products.
Right. It’s so convenient for parents.
After increasing the stickiness of visits to our mall, we could see a steady pick-up of the revenue for the past three months. It’s a good signal showing the acceptance of our brand as the choice of family lifestyle shopping.
Do you have any ideas of winning customers’ hearts?
Yes. I think that providing customer-centric experience is the most important.
We’ve invested in technology last year. By upgrading our infrastructure, we provide a fresh feeling with personalization to our customers. No matter of the physical or digital space, we’ve better engaged with customers.
We provided clear digital signage, contactless shopping journey and user-friendly mobile application. With the increase of physical and digital touchpoints, we strive to meet modern customer expectations e.g., consistent, seamless and speedy services.
I know that our competitors have done a lot and shortened our gaps of services.
I’ve also found that one of them will invest heavily in transforming the mall into a themed paradise.
What are the suggestions from customers? Any improvements for our consideration?
Most of the customer responses are positive.
They rated unexpectedly high for the features of our mobile application in the survey. As we’ve offers from both the mall and retailers, customers commented that our fulfillment process of loyalty reward programs was clear and seamless. It saved a lot of their time.
In addition, our tenants have also communicated with us that the process has raised their operational efficiency. Tenants are interacting with customers every day. Hence, tenant engagement is an effective way to improve shopping experience.
For improvement, customers asked if the details of products can be conveniently read by scanning the QR code placed. It can help further understanding of the products by using a mobile phone of customers.
Other suggestions include adding ticketing system of some restaurants and providing virtual assistant in answering customer enquiries during shopping. Such ideas are all related to communicating with customers via the use of mobile application.
Customer expectations are high. We should prioritize our resources and continue to enhance our mobile application.
I cannot disagree more strongly. I’ll take note of those comments.
Our objective is to attract them to keep coming back to our mall but not others.
I think that our mall should provide a place for them to meet and share experiences.
What do you think? How can we do it better?
We can generate talking points for our mall. For example, we can highlight different interesting topics linking with relevant pop-up shops.
Good idea. It’s a good way to boost foot traffic.
Due to the sense of urgency, we can share the activities at different social media platforms.
It’s cool and we can create buzz at those channels.
I’ve already written down in my to-do list.
By engaging with customers, our mall can provide pleasant and interactive environment for their sharing. As those pop-up stores are not our regular tenants, they can bring some surprises to customers.
Any other suggestions?
To keep coming back of customers, we can arrange monthly live show which features large scale of musical, magic and other artistic performance. We can also arrange bi-weekly event such as interesting lessons for family activities.
We organized similar events in the past. However, the response was not promising.
It might be due to the lack of involvement of social media community.
Regarding the marketing plan, I’ve no comment on the options of marketing channels including social media, emails and mobile application. To be more creative, I suggested to add influencer marketing for expanding our reach of customers. We can select two programs in a year, cooperate with influencers and test the result.
Does it make sense?
Oh, it sounds great to promote our mall by influencers as their fans may be our target customers.
Right. Influencers are more trusted than friends and family of the younger generation. It can be a quick way to build our brand awareness.
If our programs target the younger generation, it should be a good try.
It can also establish a win-win partnership with influencers.
Got it. Anything that I should beware of?
I think you’re doing a great job.
Thanks. It’s actually my job.
Based on our discussion, please include the detailed action plan and the estimated marketing budget of each campaign. Please have cross-checking of the figures.
Sure. I’ve recorded the key points for follow up.
Well done Daniel. Please provide me the revised version by the end of this Wednesday.
Sorry that I still have to submit one presentation for your review this Wednesday. Can I submit the revised version by this Thursday?
Ok. It works for me.
Thank you. I’ll collect the information now.
WITH CHINESE SCRIPT
嗨丹尼爾，您現在有空嗎？
嗨老闆，我將在五分鐘後與銷售團隊進行視像會議。
我已檢視您的年度計劃，並對細節有一些疑問。
會議須30分鐘，很緊急嗎？
我想今天內討論。
您介意等一會兒嗎？
會議結束後，我們再討論一下。
我感到抱歉，我待會兒來您的房間。
嗨老闆，我剛開完會，您現在可以嗎？
可以，請進來坐。
丹尼爾，我們將在下週向管理層提交年度策略計劃，我們討論一下草稿並細化內容。
當然可以，我研究了該行業的最新發展並進行了深入分析。
好的，我們還應該與公司的願景保持一致。
我根據我們將面臨的挑戰深入研究了影響分析，報告列出了詳細的行動計劃並提供了理由。
在確定我們的行動項目之前，您對我們購物中心的定位有任何想法？
我認為我們購物中心的零售租戶組合已經得到改善，我們可以通過提供包括生活、美食、時尚、美容和家庭在內的不同類別，為客戶帶來更多選擇。
隨著越來越多的顧客進行網上購物，從兩年前開始，客流量開始下降，您認為怎樣？
這是由於消費者習慣的改變不斷影響我們的收入。
大多數購物中心都面臨著同樣的問題，如果我們不能適應變化，這將對我們的業務造成重大影響。
現實上，如果我們不能將我們的購物中心與競爭對手區分開來，我們可能無法生存。
去年我們在轉變商場主題方面做得很好，您對提高我們的品牌親和力有何看法？
我認為我們可以將我們的購物中心定位為家人和朋友出遊的好地方。
我們引入了更多以孩子為核心的租戶，例如健身房、教育和日託中心。此外，我們還增設了兒童遊樂設施，讓孩子們盡情玩耍，全新設計的遊樂創新區，能給孩子們帶來無限樂趣，這些設施可以吸引顧客光顧我們的購物中心。
它可以促進周圍租戶的銷售，這是一個好的開始。
根據我們的客戶調查結果，家庭更願意停留更長的時間，因為他們可以把孩子送到商店裡。
我們多樣化的零售租戶組合讓父母可以休息一下，去超市，喝杯咖啡或購買家居用品。
正確，這對父母來說太方便了。
在增加參觀我們購物中心的粘性之後，我們可以看到過去三個月的收入穩步回升，這是一個很好的信號，表明我們的品牌被接受為家庭生活方式購物的選擇。
您有什麼贏得客戶心的想法嗎？
有的，我認為提供以客戶為中心的體驗是最重要的。
我們去年投資了科技，通過升級我們的基礎設施，我們為客戶提供個性化的全新體驗，無論是實體還是數碼空間，我們都能更好地與客戶互動。
我們提供清晰的數碼標牌、非接觸式購物旅程和用戶友好的手機應用程式，隨著實體和數碼接觸點的增加，我們努力滿足現代客戶的期望，例如一致、無縫和快速的服務。
我知道我們的競爭對手做了很多，縮短了我們的服務差距。
我還發現其中一家會投入巨資將購物中心改造成主題樂園。
客戶的建議是什麼？有什麼改進供我們考慮嗎？
大多數客戶的反應是正面的。
在調查中，他們對我們手機應用程式的功能給出了出乎意料的高分，由於我們提供來自商場和零售商的優惠，客戶評論說我們的忠誠度獎勵計劃的使用過程清晰且無縫，這節省了他們很多時間。
此外，我們的租戶也與我們溝通，該流程提高了他們的運營效率，租戶每天都在與客戶互動，因此，租戶的參與是改善購物體驗的有效方式。
其他建議包括增加一些餐廳的排隊取票系統，以及在購物過程中提供虛擬助理回答顧客的查詢，這些想法都與通過使用手機應用程式與客戶溝通有關。
客戶期望很高，我們應該優先考慮我們的資源，並繼續增強我們的手機應用程式。
我非常同意，我會注意這些意見。
我們的目標是吸引客戶繼續回到我們的購物中心，而不是其他購物中心。
我認為我們的商場應該為他們提供一個聚會和分享經驗的場所。
您認為怎樣？我們怎樣才能做得更好？
我們可以為我們的購物中心創造話題，例如，我們可以與相關快閃商店聯繫不同的有趣主題。
好主意，這是增加客流量的好方法。
由於緊迫感，我們可以在不同的社交媒體平台上分享快閃活動。
這很酷，我們可以在這些頻道上製造話題效應。
我已經寫在我的待辦事項清單中了。
通過與顧客互動，我們的購物中心可以為他們的分享提供愉快和互動的環境，由於這些快閃店不是我們的固定租戶，它們可以為顧客帶來一些驚喜。
還有其他建議嗎？
為了不斷吸引回頭客，我們可以安排每月一次的現場表演，以大型音樂、魔術和其他藝術表演為特色，我們還可以安排雙週活動，例如有趣的家庭活動課程。
我們過去組織過類似的活動，但反應並不理想。
這可能是由於缺乏社交媒體社區的參與。
關於營銷計劃，我對營銷渠道的選擇的選項沒有意見，包括社交媒體、電子郵件和手機應用程式，為了更有創意，我建議增加網紅的營銷來擴大我們的客戶範圍，我們可以一年選兩個節目，和網紅合作，測試結果。
認為如何？
哦，由網紅來宣傳我們的購物中心聽起來很棒，因為他們的粉絲可能是我們的目標客戶。
正確，年輕一代對網紅的信任更高於朋友和家人，它可以快速建立我們的品牌知名度。
如果我們的節目針對年輕一代，那應該是一個很好的嘗試。
它還可以與網紅建立雙贏的伙伴關係。
明白，有什麼我應該注意的嗎？
我認為您做得很好。
謝謝，這實際上是我的工作。
根據我們的討論，請包括詳細的行動計劃和每個活動的估計營銷預算，請多方核對這些數字。
當然，我已經記錄了跟進的要點。
幹得好，丹尼爾，請在本週三之前將修改後的版本提供給我。
抱歉，本週三我還須提交一份演示文稿供您審閱，我可以在本週四之前提交修訂版嗎？
好的，無問題。
謝謝，我現在就去收集資料。