商场导购英语教案设计.doc

教 案PPT1：封面“Shopping Guidance Service商场英语导购服务”PPT2：1分钟Teaching Aims:After this lecture, we should be able to:1. work well as a receptionist of a department store.2. grasp vocabularies and useful expressions about shopping guidance.PPT3: 20分钟Lead-inThe layout of a department storeThe first floor:The second floor:The third floor:The fourth floor:Cosmetics, mens wear, stationery, underwear, womens wear, electronics, sports goods, clothes , toys, handicrafts, shoes, accessories, childrens garments, sportswear, vision and lighting视觉和照明, bridal wear, maternity wear孕妇装, mens suits, ladies outerwear, ladies evening wear, china and glass, ladies accessories, toiletries, pharmacy, jewelry & watches, Tobacco, alcohol and tonic medicines, household goods, books store, furniture, beauty and hair。Other facilities:Toilets, lifts, escalators, rest areaPPT4：Situation:This is the information desk in CHONGSHANG department store. In this class, you are required to act as receptionists. The following questions are what you need to think aboutPPT5: 20分钟Etiquette for receptionistsmilePPTPPTstandingClothingPPTDos &DontsDos l. Always greet customer with a smile.2. Be polite, friendly and courteous.3. Have a positive attitude at all times. 4. Listen attentively when others speak.Donts 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.PPT5: 10分钟 Group discussion:“what are the job responsibilities of reception desk?”PPT6:commodity promotion, direction guidance, paging service, the lost and found service, making out the invoices, membership card management, packing, broadcasting, complaint handling, preferential measures, gift issuePPT6: Oral PracticeBroadcasting service (插入广播图片)Task 1 Situation 1: Group Work:You are required to write broadcast scripts for welcome and farewell in English.Time for preparation: 15 minutesPPT7：Samples:插入两段商场广播音频 PPT:8：（准备 20分钟，展示20分钟）Oral PracticePaging 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 partner.Situation 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 minutesPPT9:Samples:Situation2:Shirley: Excuse me. I seem to have lost my son.Announcer: 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 Daniel, 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!PPT10:Situation 3:Dear customers and colleagues, if you lost a NOKIA mobile phone, please go to the broadcasting station. Thank you !PPT11: Other serviceSituation 4:（10分钟准备；15分钟展示）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 counter is. So you ask the receptionist for help. B: you are the receptionist. Please help the customer by giving direction.Linking-up 知识链接counter 柜台stall, stand 售货摊show window 橱窗show case 玻璃柜台shelf 货架cash desk, cashiers desk 收银处price tag 标价签prices are fixed, fixed prices 有定价discount 打折扣change 零钱to keep the bill 留发票to wrap up 包装free of charge 不收费to deliver 送sold out, out of stock 售空shop assistant, salesman 售货员saleswoman 女售货员glassware counter 玻璃器皿部enamel ware 搪瓷器皿haberdashery 男子服饰用品confectionery 糖果糕点cosmetics 化妆用品stationery 文具fabrics 纺织品dry goods 服装ready-made clothes, 成衣，现成服装mens wear 男服womens wear 女服underwear 内衣裤sports goods, athletic equipment 体育用品sundries 零星小物toilet articles 盥洗用品towel 毛巾handkerchief 手帕toilet soap 香皂shampoo 洗发香波soap 肥皂laundry soap 洗衣皂soap powder 肥皂粉soap flakes 皂片medicated soap 药皂detergent 洗衣粉cleanser 去污粉tooth paste 牙膏tooth brush 牙刷cosmetics 化妆品lip stick 口红，唇膏face powder 粉powder puff 粉扑cold cream 香脂perfume, scent 香水watch, wrist watch 表，手表watch band 表带watch chain 表链clock 钟alarm clock 闹钟umbrella 雨伞parasol, sun umbrella 阳伞knapsack 背包handbag 女手提包briefcase, portfolio 公事包travelling bag 旅行包 suitcase 手提箱trunk 大衣箱magnifying glass 放大镜binoculares 望远镜smoking set 烟具lighter 打火机jewelry, jewels 首饰，珠宝jewel case 首饰盒ornaments 装饰品ring, finger ring 戒指necklace 项链brooch 胸针pendant 坠子bracelet 镯子chain bracelet 手链ear ring 耳环trinket 小饰物safety-pin 别针cuff-link 袖扣diamond 钻石gold jewelries 金饰silver jewelries 银饰pearl 珍珠imitation 仿制品genuine 真的fake 假的babys cot, crib 婴儿床cradle 摇篮diaper, napkin 尿布feeding bottle, feeder 奶瓶teat, nipple 橡皮奶嘴dummy, comforter 假奶嘴perambulator 儿童车go-cart, walker, baby-walker 儿童学步车rocking-horse 摇马scooter 踏板车childs tricycle 儿童三轮车razor 剃刀safety razor 保险剃须刀electric razor 电剃刀razor blade 刀片shaving brush 剃须刷shaving cream 剃须膏comb 梳子hair pin 发夹hair lotion 生发水pomade 发膏hair drier 吹风机hair-curler 卷发夹nail scissors 指甲剪nail clipper 指甲夹nail file 指甲锉nail varnish, nail polish 指甲油Build-up more skills 知识拓展您好！欢迎光临！有什么我可以帮忙的吗？Welcome to Suning! What can I do for you?有什么可以帮您的？May I help you?帮您开票。Ill make an order fou you。请您带着小票前往收银台交费，我带您去。Please go to the cashier with the order,Ill show you the way. 营：您先稍等一下，我帮您开票。 Please wait for a moment,Ill make an order fou you.顾：好的。 OK.营：这是您的会员卡，请您带着会员卡前往收银台交费，我带您去。 Please go to the cashier with the membership card. ,Ill show you the way.顾：谢谢。 Thanks（讲解商品保修)如果您买的商品有任何质量问题，请携带鉴定报告和发票到店里来，7天内包退，15天内包换，一年内免费保修。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 maintenance service will be offered within fifteen days; repair service will be free of charge within one year. 营：随时为您服务！ Any time!营：请至总台处包装。欢迎您下次光临。 Please go to the Reception to have your goods packed. Welcome to Suning again! Its over there.(在那边)This way please!(请这边走)Follow me,please! (请跟我来)Go ahead,please!(一直往前走)Go ahead and then turn rightleft.（前走右左拐）On the secondthirdfourthfifth floor.（在二三四五楼）Please use the escalator to the fourth floor.(请乘电梯至四楼) PPT: GROUP WORK典型情境：会员卡咨询办理；处理顾客投诉Situation 1: membership card dealing (60 minutes)Task 1: Making out the application form for membership （10 minutes）Task 2: carrying out the preferential measures for membership (15 minutes)Task 3: making up a dialogue. One is the receptionist, one is the applicant for membership card. (15minutes)Act out( 20 minutes)Samples and examples:Situation 2:complaint handlingTask 1: You: a customer.Your partner: sales assistantSuppose you bought a skirt which had a hole, you didnt notice it. You are going to the department store and see how to solve this problem.PPTLinking-upComplaining ut goods or services:Id like to make a complaint, please.I dont like to complain, but Ive had a lot of trouble withIm sorry. Im not at all satisfied with yourI have a compliant regarding yourI want to complain about