商場(chǎng)導(dǎo)購(gòu)英語(yǔ)-岳陽(yáng)職院ppt課件

1、Shopping Guidance Service 商場(chǎng)英語(yǔ)導(dǎo)購(gòu)效力 Anita LeeTeaching Objectives:nAfter this lecture, we should be able to:n1.work well as a receptionist of the department store.n2.grasp vocabularies and useful expressions about shopping guidance.Lead-innThe layout of a department storeFloorCommodities4F3F2F1FGroup

2、Discussion:nThis is the information desk in CHONGSHANG department store. In this class, you are required to act as receptionists. Lets do some training .Etiquette for receptionistssmile 淺笑 訓(xùn)練1 他雙手按箭頭方向做他雙手按箭頭方向做“拉的動(dòng)作，一邊拉的動(dòng)作，一邊想象笑的籠統(tǒng)，一邊想象笑的籠統(tǒng)，一邊使嘴笑起來(lái)。使嘴笑起來(lái)。把手舉到臉前把手舉到臉前 淺笑 訓(xùn)練2把手指放在嘴角并把手指放在嘴角并向臉的上方悄然向臉

3、的上方悄然上提：上提：一邊上提，一邊使一邊上提，一邊使嘴充溢笑意。嘴充溢笑意。standing 正確的站姿是抬頭、目視前方、挺胸直正確的站姿是抬頭、目視前方、挺胸直腰、肩平、雙臂自然下垂、收腹、雙腿并腰、肩平、雙臂自然下垂、收腹、雙腿并攏直立、腳尖分呈攏直立、腳尖分呈V V字型、身體重心放到兩字型、身體重心放到兩腳中間；也可兩腳分開，比肩略窄，將雙腳中間；也可兩腳分開，比肩略窄，將雙手合起，放在腹前手合起，放在腹前( (女員工女員工) )或腹后或腹后 ( (男員男員工工) )Clothing 著裝要簡(jiǎn)單整潔，看起來(lái)要有職業(yè)化這樣會(huì)博得顧客更多的信任和尊崇Dos &DontsDonts

4、l. Hover around client without speaking to them. 2. Arguing with customers or co-workers. 3. Being too pushy. 4. Eating chewing gums and smoking in the presence of customers. 5. Speaking in aloud and harsh voice.Dos l. Always greet customer with a smile. 2. Be polite, friendly and courteous. 3. Have

5、 a positive attitude at all times. 4. Listen attentively when others speak. Group discussion“what are the job responsibilities of reception desk?ncommodity promotion, ndirection guidance, npaging service,n the lost and found service,n making out the invoices, nmembership card management, npacking,nb

6、roadcasting, ncomplaint handling, npreferential measures, ngift issueOral Practice： Broadcasting serviceOral Practice： Broadcasting serviceTask 1 Situation 1: Group Work: You are required to write broadcast scripts for welcome and farewell in English. Time for preparation: 10 minutes SamplesOral Pra

7、ctice：Paging serviceSituation 2:Pair Work: A customer named Shirley told you that she could not find her 6-year-old son. Please help her with your paging system. Information about her son: Daniel, in a blue sportswear and a white sport shoes, About 1.4 meters. Please make up a dialogue with your par

8、tner.Oral Practice：Paging serviceSituation 3:Pair Work: A customer picked up a mobile phone and hand it to you. Please find the loser by broadcasting. Please make up a dialogue with your partner. Time for preparation: 10 minutesSamples:Situation2:Shirley: Excuse me. I seem to have lost my son.Announ

9、cer: Take it easy, madam. And speak slowly. May I have your name first?Shirley: Shirley.Announcer: Whats your sons name, please?Shirley: Daniel.Announcer: Can you describe his appearance to me?Shirley: He is in a blue sportswear and a white sportsshoes. About 1.4 meters.Announcer: OK, I see. Dear Da

10、niel, please come to the broadcasting station when youve heard this, your mother is waiting for you. If other tourists see a boy in a blue sportswear and a pair of white sportsshoes, 1.4 meters, please ask him to go to the broadcasting station. Thank you!Samples:Situation 3: Dear customers and colle

11、agues, if you lost a NOKIA mobile phone, please go to the broadcasting station. Thank you !Oral Practice：Other serviceSituation 4: Please give directions to customers according to the layout of the department store above.A: you are a customer looking for the perfume, but you dont know where the coun

12、ter is. So you ask the receptionist for help. B: you are the receptionist. Please help the customer by giving direction.Linking-upBuild-up more skills您好！歡迎光臨！有什么我可以協(xié)助的嗎？您好！歡迎光臨！有什么我可以協(xié)助的嗎？Welcome to our department store! What can I do for you?有什么可以幫您的？有什么可以幫您的？May I help you?幫您開票。幫您開票。Ill make an or

13、der for you。請(qǐng)您帶著小票前往收銀臺(tái)交費(fèi)，我?guī)?。?qǐng)您帶著小票前往收銀臺(tái)交費(fèi)，我?guī)ァlease go to the cashier with the order,Ill show you the way. 營(yíng)：您先稍等一下，我?guī)湍_票。 Please wait for a moment,Ill make an order fou you.顧：好的。 OK.營(yíng)：這是您的會(huì)員卡，請(qǐng)您帶著會(huì)員卡前往收銀臺(tái)交費(fèi)，我?guī)ァ?Please go to the cashier with the membership card. ,Ill show you the way.顧：謝謝。 Th

14、anks假設(shè)您買的商品有任何質(zhì)量問題，請(qǐng)攜帶鑒定報(bào)告和發(fā)票到店假設(shè)您買的商品有任何質(zhì)量問題，請(qǐng)攜帶鑒定報(bào)告和發(fā)票到店里來(lái)，里來(lái)，7天內(nèi)包退，天內(nèi)包退，15天內(nèi)包換，一年內(nèi)免費(fèi)保修。天內(nèi)包換，一年內(nèi)免費(fèi)保修。 If the goods you bought has any quality problem,please bring your invoice and inspection reports to the shop, return/exchange/repair services will be offered within seven days, exchange or mainten

15、ance service will be offered within fifteen days; repair service will be free of charge within one year. 營(yíng)：隨時(shí)為您效力！營(yíng)：隨時(shí)為您效力！ Any time!營(yíng)：請(qǐng)至總臺(tái)處包裝。歡迎您下次光臨。營(yíng)：請(qǐng)至總臺(tái)處包裝。歡迎您下次光臨。 Please go to the Reception to have your goods packed. Welcome to Suning again! Its over there.(在那邊在那邊)This way please!(請(qǐng)這邊走請(qǐng)這邊走)Fo

16、llow me,please! (請(qǐng)跟我來(lái)請(qǐng)跟我來(lái))Go ahead,please!(不斷往前走不斷往前走)Go ahead and then turn rightleft.前走右前走右左拐左拐On the secondthirdfourthfifth floor.在二在二三三四四五樓五樓Please use the escalator to the fourth floor.(請(qǐng)請(qǐng)乘電梯至四樓乘電梯至四樓) GROUP WORKSituation 1: membership card dealing Task 1: Making out the application form for me

17、mbership Task 2: carrying out the preferential measures for membership Task 3: making up a dialogue. One is the receptionist, one is the applicant for membership card. Act outSituation 2: complaint handlingTask 1: You: a customer.Your partner: sales assistant Suppose you bought a skirt which had a h

18、ole, but you didnt notice it just then. You are going to the department store now and see how to solve this problem.GROUP WORKLinking-upnComplaining about goods or services:nId like to make a complaint, please.nI dont like to complain, but Ive had a lot of trouble withnIm sorry. Im not at all satisf

19、ied with yournI have a compliant regarding yournI want to complain about the quality ofnThis kind of service just isnt good enough.nCan I have my money back on?nDealing with the complaintnWhats the matter, please?nWhich type of product did you buy?nPlease show me your shopping voucher.nWhats the date did you buy?nHow did you use it?nI will report it to my manager immediately.nWe wont repair it until you are pleased.nPlease dont worry more.nR