商务英语--Unit 2 Lesson Five.ppt

1、Business English Office September 2013,Business English （） Course Code: 5302 Unit Two Sale and Selling Dealing With Complaints,Scope,Leading-in What would you say? Sample Dialogue Steps to Complaint Handling Group work,Leading-in,Act out the dialogues from the Listening e on p. 25 If you were the sa

2、lesperson, what would you say and what would you do?,What is wrong with the answers?,I dont really deal with that. Thats not my department. I could give you some general advice, but its better if you speak to my colleague. He is the specialist in this area. May I transfer you to him?,What is wrong w

3、ith the answers?,Well, I never done that before, but I will try it and see what happens. That sounds something I can do for you, but I need to make sure. May I ask my manager about it and call you back?,What is wrong with the answers?,We cant help you with that. We dont carry that product here. I am

4、 afraid this isnt something we carry. I can recommend that you contact TC. I am sure that they carry that product.,What is wrong with the answers?,I dont know. I am really not certain about that, but Ill find out for you. I will ring you back 4 p.m. today. Is it OK?,What is wrong with the answers?,W

5、e dont give refundsas soon as you leave the store, its yours. We have an exchange policy, but I am afraid we dont give refunds. So, please make your selection carefully before buying. How can I help you choose the best one for you?,What would be your response?,The sink is leaking in the bathroom. So

6、rry for the inconvenience. Maintenance people will come to your room in about 5 minutes to fix the problem.,What would be your response?,Icheckedintomyroom40minutesagoandonepieceofmyluggagehasntbeenbroughtuptomyroomyet . Imsorrytohearthat,sir.Illcheckwiththebellcaptainimmediately.Butfirstletmeaskyou

7、afewquestionsconcerningyourluggage.Whatkindluggageisit?,A Sample Dialogue,How did the hotel salesperson deal with the problem? What did the salesperson did? What did the salesperson say?,Steps to Handle a Complaints,Listen Apologize Assure Ask Act,Group Work,Each group chooses one complaint or probl

8、em situation: Suit cases are delivered to the wrong room The staff made a mess of the room when repairing Music in the next room is too noisy An exercise machine does not work properly Housekeeping takes too long to clean room,Group Work,2. Work as a team to make a dialogue about complaint-handling or problem-solving, using the expressions and following the steps. 3. Every group writes down their dialogue first. 4. Act o