服务英语相关知识简介(doc 8页).doc

三、服务英语说明：1. Q：顾客提问 A：员工回答或询问 2. / 表示可替换的词语，（ ）表示可省略的词语 3. 黑色字体与红色斜体的间隔表示“意群”，相当于中文的“断句”，单个意群内的词语最好不要断开说。第一部分 公共英语（一）常用问答1. Q：请问洗手间/客梯/自动扶梯在哪儿？Where is the toilet/ lift / escalator?A：在前面/后面/左面/右面，请您向前/后走，往左/右拐。/我带您去，请跟我来。On the front/ Back over there/ On the left/ On the right, please go ahead/ back and turn left/ right. / Please follow me, Ill show you the way.Q：去皇冠酒店怎么走？How to get to the Crown Plaza?A：从一楼华伦天奴柜台旁边出去，乘电梯可以到达酒店。Go out by the counter of VALENTINO and take the lift to the hotel lobby.2. Q：请问哪儿有超市？Where is the supermarket, please?A：超市在六楼。Its on the sixth floor.3. Q：外币/美元/港币兑换在哪里？Where can I exchange foreign currency/ US dollar/ Hongkong dollar?A：请您去6F顾客服务中心兑换。Please go to the Customer Service Center on the sixth floor.4. Q：顾客服务中心/咨询台在哪里？Where is the Customer Service Center/ the Information Desk?A：在六楼/在一楼大厅。Its on the sixth floor/ in the hall of the first floor.5. Q:有自动存包柜吗?Is there any locker?A:是的，您的小件商品可以存放在二、三、六楼自动存包柜。Yes. Small items can be kept in the locker on the second, third and sixth floors.6. Q：我在哪里可以租借童车？/ 我在哪里可以借到雨伞？Where can I lease a stroller?/ Where can I borrow an umbrella?A：在顾客服务中心或咨询台。At the Customer Service Center or at the Information Desk.7. Q：有免费饮用水提供吗？ Is there any free drinking water supply service?A: 有，在三楼休息区 Yes. its at the resting area on the third floor. 8. Q：今天几点开门营业、何时打烊？ Whats your business time for today?A：9:30开门营业，晚上10：00（10：30）打烊。The store opens at 9:30am. and closes at 10:30pm today./From 9:30am to 10:30pm.9. Q: 哪里可以进行礼品包装?Where can I have it wrapped? A:在六楼兰思专柜，是收费的。You can go to the Lanz on the sixth floor，and there is a fee to that service. 10. Q:是否可以送货?Can you deliver the goods for me?A:我们可以帮您把货送到金鹰停车场或出租车停靠站。Yes, we may deliver the goods for you to the Golden Eagle parking lot or the taxi stop.11. Q：如果我要退换商品，怎么办理？ If I want to return or exchange the goods, how can I manage it?A：十天内可以到顾客服务中心办理退换货。You can exchange or return it at the Customer Service Center within 10 days from your purchasing.12. Q: 哪里有_卖？ Would you please tell me where I can get _(where is the_)?A: 您需要的商品在1/2/3/4/5/6楼，我带您去吧。Its on the first/second/third/fourth/fifth/sixth floor. Please follow me. Ill show you the way. 13. Q: 哪里可以用餐？Where can I have meal? A: 六楼的悠仙美地餐厅可以用餐。You can have meal at Yos-mite on the sixth floor or the coffee shop next to it. 14. Q：请问这里有广播寻人的服务吗？我和我的朋友/孩子走失了。Is there any service for finding friends/ child by broadcasting? I lost my friends/ child.A：有的，我们设法替你广播寻人。Yes, well try to find them by broadcasting.l 不清楚的问题可回答:A: 您稍等一下，我帮您找管理人员问一问。Please wait a moment, Ill ask someone for help. A：对不起,这个问题我不太清楚,请您到1楼咨询台或6楼顾客服务中心问一下。Sorry, Im not sure about this. Please consult some one at the Information Desk or at the Customer Service Center.（二）必要提醒1. 对不起，请不要在商场里吸烟/拍照。Sorry, no smoking/photographing in the shopping center.2. 请小心看管好您的钱物和随身物品。Please take good care of your money and personal belongings.3. 您可以到六楼领券处领券/停车券。You can get coupons/ parking coupons at the sixth floor.4. 请当面检查好您所购的商品。Please check the merchandise right at the site of purchasing.5. 这是易碎商品，请您留心。This is fragile merchandise, please be careful.6. 请您看管好您的孩子。Please take good care of your child.7. 对不起，我们已经打烊了，欢迎您明天再来。Sorry, we are closed. Welcome back here tomorrow.（三）数字英语1. 1100:one 1 two 2 three 3 four 4 five 5 six 6 seven 7 eight 8 nine 9 ten 10 eleven 11 twelve 12 thirteen 13 fourteen 14 fifteen 15 sixteen 16 seventeen 17 eighteen 18 nineteen 19 twenty 20 twenty-one 21 (依此类推，后同) thirty-one 31 forty-one 41 fifty-one 51 sixty-one 61 seventy-one 71 eighty-one 81 ninety-one 91 one hundred1002. 例(for example):100.5元：one hundred point five yuan101元：one hundred and one yuan975.35元：nine hundred and seventy-five point thirty five yuan1000元：one thousand yuan1805元：one thousand eight hundred and five yuan 3. 时间英语：上午9:30 nine thirty/half past nine a.m./ in the morning晚上10点 ten oclock p.m./ in the evening现在几点了？What time is it ?11:10 Eleven ten / Ten past eleven.11:15 Eleven fifteen / A quarter past eleven.11:25 Eleven twenty-five / Twenty-five past eleven.11:30 Eleven thirty / Half past eleven.11:40 Eleven forty / Twenty to twelve.11:45 Eleven forty-five / A quarter to twelve.11:55 Eleven fifty-five / Five to twelve.12:00 Twelve / Twelve oclock.第二部分 营业专用英语（一）销售常用语1. 售前：A：先生/女士，早上/中午/下午/晚上好！Good morning/ noon/ afternoon/ evening, sir/ madam.A：欢迎光临，请随便看看。Welcome, please take your time to have a look.A：欢迎光临XX专柜。Welcome to XX counter.2. 售中：(1) A：有什么可以帮您的吗？May I help you？Q：我只是随便看看I am just looking around.A: 欢迎，请您慢慢的欣赏。您要是觉得喜欢可以试一下。Welcome，please take your time. You can try what you like.Q：小姐，能帮我推荐一下吗？Miss, can you recommend something for me?A：可以，您看这件怎么样。这种颜色/款式是今年最流行的。Certainly, how about this one? This is the most popular colour/ style for the year.(2) Q：请帮我拿这件看看/试试。Please get this for me, I want to have a look/ try.A：您需要多大尺寸的？请您稍等，我去帮您拿。Whats your size? Please wait a moment, I will get it for you. A：很抱歉，我们没有您需要的尺码，请留下您的姓名、电话，货一到，我会通知您！Sorry, we dont have your size in stock. Please leave your name and telephone number. When we have got your size, I will contact you as soon as possible.A：您要的款式已卖完了，要不要帮您订购一件？The style you want has been sold out, would you like to order one?A：对不起，让您久等了，试衣间在那边。So sorry for having kept you waiting, the fitting room is over there.A：您觉得怎么样？如果不满意我再给你拿其他几种式样/颜色看看。How do you like? If you dont like it, let me get you some other styles/ colors. Q：这是哪儿产的？什么材料做的？Where is it made？What is it made of?A：中国，它是用棉/亚麻/丝/尼龙/涤纶制造的。Its made in china, it is made of cotton/ flax/ silk/ nylon/ polyester fiber.(3) Q：多少钱？能打折吗？ How much is it? Any discount?A：对不起，不打折。只有本店VIP卡才能享受折扣。Sorry, no discount. But some for store VIP card owner.A：我们打8/9/3折。Yes,there is 20/ 10/ 70 percent off.A：请问您是刷卡还是现金消费。Do you pay by credit card or in cash?A：请您（出示VIP卡），到收银台付款。Please （show your VIP card and） pay at the cashiers over there.3. 售后：(1) 请您检查一下您的货品，我给您打包了。Please check your merchandise. Ill wrap it for you. (2) 您可以办理一张VIP卡，以后消费时可以享受相应的折扣。You can apply for a VIP card to enjoy discount next time.(3) 您还需要买些什么吗？What else do you want? (4) 这是送给您的赠品，请拿好。This is our gift for you. Here you are.(5) 特例特价商品售出后无质量问题不能退换。 You cant return on sale(discounted) merchandise without any quality problem.(6) 这是您的商品，请拿好。Here are your things/goods.(7) 您慢走，欢迎下次光临。Thank you, welcome back again.（二）各品类常用语1. 鞋类(1) 这双鞋是牛皮/猪皮/羊皮的，穿起来很舒适。This pair of shoes is made with cow leather/ pigskin/ sheepskin, very comfortable.(2) 请注意定期保养鞋子。Please be sure to maintain your shoes on regular basis.(3) 这款鞋很适合你的气质，而且它的品质也相当高，您可以考虑购买。This pair of shoes suits you very much, and its of high quality, It would be a good buy.2. 化妆品类(1) Q：这是男用还是女用的？Is this for male or female?A：是男/女用的。Its for male/ female.(2) 化妆品无质量问题概不退换。If the cosmetics has no quality problem, no refund allowed.(3) 专有名词：唇膏、眼影、腮红、粉饼、睫毛膏、眉笔、香水lipstick、eye shadow、cheek color、powder、mascara、liner、perfume. 3. 黄金珠宝类(1) 专有名词：黄金；铂金PT950、PT900、18K金；银；玉；水晶。Gold；platinum gold PT950, PT900,18 K gold；silver；jade；crystal.(2) Q：多少钱1克/克拉？ How much for one gram/ carat gold?A：XXX元。(3) Q：这个戒指的指圈多大？Whats the size of the ring?A：9号-18号的。From nine to eighteen.(4) 专有名词：钻石、珍珠、水晶、蓝宝、红宝、翡翠、猫眼、玛瑙。Diamond、pearl、crystal、blue treasure、red treasure、jadeite、cats eye、agate.4. 钟表类(1) Q：表带是什么材质的？What material is the watch chain made of?A：是钢/金/高科技陶瓷。It is steel/ gold/ high-tech ceramics.(2) Q：表面是什么材质的？What material is the surface?A：蓝宝水晶/玻璃面/矿物水晶。Blue crystal/ glass/ mineral crystal.(3) Q：手表是什么性能？ What are the specific functions that the watch has?A：电子/机械/石英/光动能。It is electronics/ machine/ quartz/ light kinetic energy.(4) 手表带的大小是否合适？Does the size of the watch chain suit you well?(5) 这款表是镀金/镀银的。 This watch is plated with gold/ silver.5. 服饰类(1) Q：这是什么面料的？Whats the material?A：这件衣服的面料是棉/亚麻/丝/尼龙/涤纶。This clothes is made of cotton/ flax/ silk/ nylon/ polyester fiber.(2) 您喜欢哪一件？您感觉哪件更好,这件还是那件? 我觉得您穿这件更好看。Which one do you prefer? You are looked better in this one.(3) 您穿这件很合身。 It/ This one fits you well.(4) 您的眼光真好，这是我们的限量款。Your taste is really great, we have limited quantity in this style.(5) 这件衣服只能干洗，不能水洗，请注意！This clothes is good for dry wash only, not water wash, please be aware!(6) 这件衣服需要单独洗，不能混合洗。 This clothes needs to be washed separately, that can not be mixed with others.(7) 这件衣服只可手洗不可机洗。The clothes is good for hand wash only, not machine wash.(8) 这件衣服不能暴晒，只能阴干。The clothes cant be dried directly under the sun. Dry in shade only.(9) 这条裤子是免烫的。This pants is iron free.(10) 我们提供裤装修改服务,在三楼、四楼。We provide trousers alteration service. It is on the third and fourth floors.6. 眼镜类(1) 请问您是要配眼镜还是买太阳镜？Do you want to buy glasses or the sun glasses?(2) 您的度数是多少？要不要帮您验光？ Whats your degree? Do you want to have your vision exam for now? (3) Q:这个眼镜的镜片是什么材料做的？ Whats the material of this pair of eye glasses?A:是塑料/玻璃/树脂的。Its of plastics/ glass/ resin.（三）促销活动用语(1) Q：我有VIP卡，可以打折吗？I have the VIP card, may I get a discount?A: 对不起，本柜不使用VIP卡，不参加本次活动，但享受VIP积分。Sorry, our counter doesnt tak