商場一線銷售人員英語培訓(xùn)模版

1、.第二講第二講 東西方文化差異東西方文化差異 和語言習(xí)慣和語言習(xí)慣.UNIT1：五大英語國家:英國、美國、加拿大、澳大利亞、新西蘭的英文口音.UNIT2：與西方人交往時(shí)需要注意的禮節(jié)1、不要稱呼黑人為Negro：Negro是英語黑人的意思,應(yīng)該稱black. 2、不能隨便說I am sorry：I am sorry和Excuse me都是抱歉、對(duì)不起的意思，但是前者語氣很重，只有在真正犯錯(cuò)時(shí)用. 3、謙虛并非美德：中國人視謙虛為美德。但是美國人卻把過謙視為虛偽的代名詞。 4、“人老珠黃不值錢”：如果見到上了年紀(jì)的人，避免涉及這個(gè)問題，否則是相當(dāng)粗魯?shù)摹?5、與人交談 莫問私事。.UNIT3：非

2、正式英語國家的英語特色發(fā)音習(xí)慣：印度人卷舌頭； 阿拉伯國家人口音比較含混和鼻音中； 俄羅斯人發(fā)音偏于口腔前上方，卷舌并且語音較快；日韓人發(fā)音相當(dāng)硬，且會(huì)將每一個(gè)音都發(fā)出來，并且沒有聲調(diào)的變化；星馬泰人的口音和我們相似，區(qū)別很小。.我們聽說英文時(shí)要注意的幾點(diǎn)：不要強(qiáng)求聽明白每一句話，要抓關(guān)鍵詞不必怕犯錯(cuò)，一些微小的語病可以忽略要注意語意，避免直譯造成誤會(huì)要注意單詞的聲調(diào)和句子的語調(diào)，但不必處處模仿外國人的語調(diào)。.Chinese English, 中: The hall can seat two hundred people.英: The hall seats two hundred people

3、 中: Little children are difficult to understand that. 英: It is difficult for children to understand that. 中: Where is here. 英: Where are we.中: I introduce Mr. Smith to you ! 英: May I introduce Mr. Smith to you !.迎客:問好：中午12點(diǎn)前Good Morning 12點(diǎn)-下午6點(diǎn)Good Afternoon 下午6點(diǎn)后Good Evening(切勿用Good Night),may I h

4、elp you,sir/madam? .服務(wù):a.指引其至商品后，如其表示要自己選購，則應(yīng)說：Take you time,please.后退開，不要緊隨左右 b.不要圍觀，尤其不要圍觀私語評(píng)論。如有小朋友，可加以贊美lovely,pretty,beautiful，但不可有身體觸碰，尤其是摸頭 c.在為外賓翻譯時(shí)，要目視外賓，大方作答，如有不明白時(shí)請(qǐng)說excuse me,切勿說what! d.盡量避免身體接觸，如要其避讓或一定要接觸時(shí)，請(qǐng)?zhí)崆罢fexcuse me，并且將接觸的時(shí)間縮到最短.收款:收信用卡時(shí)請(qǐng)注意三點(diǎn):a.如果需要其簽名時(shí)請(qǐng)說:May I have your signature h

5、ere?Please.b.如果需要其重簽時(shí)請(qǐng)說:May I have your signature again?Please. c.如果覺得簽名不符時(shí)請(qǐng)說:The signatures are not similar.要報(bào)價(jià)時(shí)最好指示外賓看收款機(jī)上顯示的價(jià)格說:”Sir/Madam,here is the total price.”找錢時(shí)可說:Here is your change,Sir/Madam.Thank you.”.送客： 在外賓拿小票回柜臺(tái)取貨時(shí)請(qǐng)說:“Check your merchandise and the receipt,please.Thank you.”送外賓離開時(shí)，如

6、其購買了商品時(shí)，請(qǐng)說：“Thank you for your purchasing.Good-bye.”如果沒有購買任何商品時(shí)，請(qǐng)說：“Thank you,Good-bye.”.對(duì)練：情景1:A:“Good morning,sir,welcome to Guangzhou Friendship Store.May I help you?” B:“Um,I am looking for the television.” A:“The television sells in four.” B:“Thank you.” A:“Youre welcome”.情景2:A:“Good morning,si

7、r.May I help you?” B:“Oh,thank you,I am just having a look.” A:“Take your time,please.” B:“Thank you.” A:“Youre welcome.”.情景3:A:“How much is it?” B:“Here is the total price.” A:“OK.Here is my VISA card.” B:“Thank you,sir.May I have your signature here?” A:“Um.Excuse me,sir.The signatures are not similar,may I have it again?” B:“Um.OK,no problem.” A:“Thank you,sir.Here is your receipt.” B:“OK.Thank you.” A:“Youre welcome.”.情景4:A:“Check your merchandise and the receipt,please.Thank you.” B:“OK.Thank you. Guarantee?” A:“