商场导购英语-岳阳职院课件

1、Shopping Guidance Service 商场英语导购服务 Anita LeeTeaching Objectives:After this lecture, we should be able to:1.work well as a receptionist of the department store.2.grasp vocabularies and useful expressions about shopping guidance.Lead-inThe layout of a department storeGroup Discussion:This is the infor

2、mation desk in CHONGSHANG department store. In this class, you are required to act as receptionists. Lets do some training .Etiquette for receptionistssmile 微笑 训练（2）把手指放在嘴角并向脸的上方轻轻上提：一边上提，一边使嘴充满笑意。standing 正确的站姿是抬头、目视前方、挺胸直腰、肩平、双臂自然下垂、收腹、双腿并拢直立、脚尖分呈V字型、身体重心放到两脚中间；也可两脚分开，比肩略窄，将双手合起，放在腹前(女员工)或腹后 (男员工)

3、Clothing 着装要简单整洁，看起来要有职业化这样会博得顾客更多的信任和尊敬Dos &DontsDonts 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 wit

4、h a smile. 2. Be polite, friendly and courteous. 3. Have a positive attitude at all times. 4. Listen attentively when others speak. Group discussion“what are the job responsibilities of reception desk?”commodity promotion, direction guidance, paging service, the lost and found service, making out th

5、e invoices, membership card management, packing,broadcasting, complaint handling, preferential measures, gift issueOral 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 Samp

6、lesOral 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.Announce

7、r: 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 Dani

8、el, 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 colleag

9、ues, 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 counte

10、r 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！欢迎光临！有什么我可以帮忙的吗？Welcome to our department store! 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 for you。请您带着小票前往收银台交费，我带您去。Plea

11、se go to the cashier with the order,Ill show you the way. 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 m

12、aintenance 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 ahe

13、ad,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) Situation 2: complaint handlingTask 1: You: a customer.Your partner: sales assistant Suppose you bought a skirt which had a hole, but you didnt

14、notice it just then. You are going to the department store now and see how to solve this problem.GROUP WORKLinking-upComplaining about 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 c

15、ompliant regarding yourI want to complain about the quality ofThis kind of service just isnt good enough.Can I have my money back on?Dealing with the complaintWhats the matter, please?Which type of product did you buy?Please show me your shopping voucher.Whats the date did you buy?How did you use it

16、?I will report it to my manager immediately.We wont repair it until you are pleased.Please dont worry more.Return serviceAfter-sale serviceSorry, thats our mistakes.Thanks for your valuable suggestions.PRACTICE Take turns to practice the conversation about shopping guidance. Suggested situation:ComplainingPerson searchingLost and foundCard managementShopping guidanceGive directionsAssignment:You need to hand in the following things:1. membership application form.2. broadcas