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1、Lesson 1 A private conversation 私人谈话Last week I went to the theatre. I had a very good seat. The play was very interesting. I did not enjoy it. A young man and a young woman were sitting behind me. They were talking loudly. I got very angry. I could not hear the actors. I turned round. I looked at t
2、he man and the woman angrily. They did not pay any attention. In the end, I could not bear it. I turned round again. I cant hear a word! I said angrily. Its none of your business, the young man said rudely. This is a private conversation!.Lesson 2 Breakfast or lunch? 早餐还是午餐？It was Sunday. I never ge
3、t up early on Sundays. I sometimes stay in bed until lunch time.Last Sunday I got up very late. I looked out of the window. It was dark outside. What a day! I thought. Its raining again. Just then, the telephone rang. It was my aunt Lucy. Ive just arrived by train, she said. Im coming to see you. Bu
4、t Im still having breakfast, I said.What are you doing ? she asked. Im having breakfast, I repeated.Dear me, she said. Do you always get up so late ? Its one oclock!Lesson 3 Please send me a card 请给我寄一张明信片 Postcards always spoil my holidays. Last summer, I went to Italy. I visited museums and sat in
5、 public gardens. A friendly waiter taught me a few words of Italian. Then he lent me a book. I read a few lines, but I did not understand a word. Every day I thought about postcards. My holidays passed quickly, but I did not send any cards to my friends. On the last day I made a big decision. I got
6、up early and bought thirty-seven cards. I spent the whole day in my room, but I did not write a single card !Lesson 4 An exciting trip 激动人心的旅行I have just received a letter from my brother, Tim. He is in Australia. He has been there for six months. Tim is an engineer. He is working for a big firm and
7、 he has already visited a great number of different places in Australia. He has just bought an Australian car and has gone to Alice Springs, a small town in the centre of Australia. He will soon visit Darwin. From there, he will fly to Perth. My brother has never been abroad before, so he is finding
8、 this trip very exciting.Lesson 5 No wrong numbers 无错号之虞 Mr James Scott has a garage in Silbury and now he has just bought another garage in Pinhurst. Pinhurst is only five miles from Silbury, but Mr Scott cannot get a telephone for his new garage, so he has just bought twelve pigeons. Yesterday, a
9、pigeon carried the first message from Pinhurst to Silbury. The bird covered the distance in three minutes. Up to now, Mr Scott has sent a great many requests for spare parts and other urgent messages from one garage to the other. In this way, he has begun his own private telephone service.Lesson 6 P
10、ercy Buttons 珀西巴顿斯I have just moved to a house in Bridge Street. Yesterday a beggar knocked at my door. He asked me for a meal and a glass of beer. In return for this, the beggar stood on his head and sang songs. I gave him a meal. He ate the food and drank the beer. Then he put a piece of cheese in
11、 his pocket and went away. Later a neighbour told me about him. Everybody knows him. His name is Percy Buttons. He calls at every house in the street once a month and always asks for a meal and a glass of beer.Lesson 7 Too late 为时太晚 The plane was late and detectives were waiting at the airport all m
12、orning. They were expecting a valuable parcel of diamond from South Africa. A few hours earlier, someone had told the police that thieves would try to steal the diamonds. When the plane arrived, some of the detectives were waiting inside the main building while others were waiting on the airfield. T
13、wo men took the parcel off the plane and carried it into the Customs House. While two detectives were keeping guard at the door, two others opened the parcel. To their surprise, the precious parcel was full of stones and sand!Lesson 8 The best and the worst 最好的和最差的Joe Sanders has the most beautiful
14、garden in our town. Nearly everybody enters for The Nicest Garden Competition each year, but Joe wins every time. Bill Friths garden is larger than Joes. Bill works harder than Joe and grows more flowers and vegetables, but Joes garden is more interesting. He has made neat paths and has built a wood
15、en bridge over a pool. I like gardens too, but I do not like hard work. Every year I enter for the garden competition too, and I always win a little prize for the worst garden in the town!Lesson 9 A cold welcome 冷遇On Wednesday evening, we went to the Town Hall. It was the last day of the year and a
16、large crowd of people had gathered under the Town Hall clock. It would strike twelve in twenty minutes time. Fifteen minutes passed and then, at five to twelve, the clock stopped. The big minute hand did not move. We waited and waited, but nothing happened. Suddenly someone shouted, Its two minutes
17、past twelve! The clock has stopped! I looked at my watch. It was true. The big clock refused to welcome the New Year. At that moment everybody began to laugh and sing.Lesson 10 Not for jazz 不适于演奏爵士乐We have an old musical instrument. It is called a clavichord(翼琴). It was made in Germany in 1681. Our
18、clavichord is kept in the living-room. It has belong to our family for a long time. The instrument was bought by my grandfather many years ago. Recently it was damaged by a visitor. She tried to play jazz on it! She struck the keys too hard and two of the strings were broken. My father was shocked.
19、Now we are not allowed to touch it. It is being repaired by a friend of my fathers.Lesson 11 One good turn deserves another 礼尚往来I was having dinner at a restaurant when Harry Steele came in. Harry worked in a lawyers office years ago, but he is now working at a bank. He gets a good salary, but he al
20、ways borrows money from his friends and never pays it back. Harry saw me and came and sat at the same table. He has never borrowed money from me. While he was eating, I asked him to lend me &2. To my surprise, he gave me the money immediately. I have never borrowed any money from you, Harry said, so
21、 now you can pay for my dinner!Lesson 12 Goodbye and good luck 再见，一路顺风Our ncighbour, Captain Charles Alison, will sail from Portsmouth tomorrow. We shall meet him at the harbour early in the morning. He will be in his small boat, Topsail.Tapsail is a famous little boat. It has sailed across the Atla
22、ntic many times. Captain Alison will set out at eight oclock so we shall have plenty of time. We shall see his boat and then we shall say good-bye to him. He will be away for two months. We are very proud of him. He will take part in an important race across the Atlantic.Lesson 13 The Greenwood Boys
23、 绿林少年The Greenwood Boys are a group of popular singers. At present, they are visiting all parts of the country. They will be arriving here tomorrow. They will be coming by train and most of the youngpeople in the town will be meeting them at the station. Tomorrow evening they will be singing at the
24、Workers Club. The Greenwood Boys will be staying for five days. During this time, they will give five performances. As usual, the police will have a difficult time. They will be trying to keep order. It is always the same on these occasions.Lesson 14 Do you speak English? 你会讲英语吗？I had an amusing exp
25、erience last year. After I had left a small village in the south of France, I drove on to the next town. On the way, a young man waved to me. I stopped and he asked me for a lift. As soon as he had got into the car, I said good morning to him in French and he replied in the same language. Apart from
26、 a few words, I do not know any French at all. Neither of us spoke during the journey. I had nearly reached the town, when the young man suddenly said, very slowly, Do you speak English? As I soon learnt, he was English himself!Lesson 15 Good news 佳音 The secretary told me that Mr. Harmsworth would s
27、ee me. I felt very nervous when. I went into his office. He did not look up from his desk when I entered. After I had sat down, he said that business was very bad. He told me that the firm could not afford to pay such large salaries. Twenty people had already left. I knew that my turn had come. Mr.
28、Harmsworth, I said in a weak voice. Dont interrupt, he Said. Then he smiled and told me I would receive an extra &100 a year!Lesson 16 A polite request 彬彬有礼的要求If you park your car in the wrong place, a traffic policeman will soon find it. You will be very lucky if he lets you go without a ticket. Ho
29、wever, this does not always happen. Traffic police are sometimes very polite. During a holiday in Sweden, I found this note on my car: Sir, we welcome you to our city. This is a No Parking area. You will enjoy your stay here if you pay attention to our street signs. This note is only a reminder. If
30、you receive a request like this, you cannot fail to obey it!Lesson 17 Always young 青年常驻My aunt Jennifer is an actress. She must be at least thirty-five years old. In spite of this, she often appears on the stage as a young girl. Jennifer will have to take part in a new play soon. This time, she will
31、 be a girl of seventeen. In the play, she must appear in a bright red dress and long black stockings. Last year in another play, she had to wear short socks and a bright, orange-coloured dress. If anyone ever asked her how old she is, she always answers, My dear, it must be terrible to be grown up!l
32、esson18 He often does this! 他经常干这种事！After I had had lunch at a village inn, I looked for my bag. I had left it on a chair beside the door and now it wasnt there ! As I was looking for it, the inn-keeper came in. Did you have a good meal ? he asked. Yes, thank you, I answered, but I cant pay the bill
33、. I havent got my bag. The inn-keeper smiled and immediately went out. In a few minutes he returned with my bag and gave it back to me. Im very sorry, he said My dog had taken it into the garden. He often does this.Lesson19 Sold out 票已售完The play may begin at any moment, I said. It may have begun alr
34、eady, Susan answered.I hurried to the ticket-office. May I have two tickets please ? I asked.Im sorry, weve sold out, the girl said.What a pity! Susan exclaimed.Just then, a man hurried to the ticket-office.Can I return these two tickets? he asked.Certainly, the girl said.Could I have those two tick
35、ets please ? I asked.Certainly, the girl said, but they are for next Wednesdays performance.I might as well have them, I said sadly.Lesson20 One man in a boat 独坐孤舟Fishing is my favourite sport. I often fish for hours without catching anything. But this does not worry me. Some fishermen are unlucky.
36、Instead of catching fish, they catch old boots and rubbish. I am even less lucky. I never catch anything-not even old boots. After having spent whole mornings on the river, I always go home with an empty bag. You must give up fishing! my friends say. Its a waste of time. But they dont realize one im
37、portant thing. Im not really interested in fishing. I am only interested in sitting in a boat and doing nothing at all !Lesson21 Mad or not? 是不是疯了？Aeroplanes are slowly driving me mad. I live near an airport and passing planes can be heard night and day. The airport was built during the war, but for
38、 some reason it could not be used then. Last year, however, it came into use. Over a hundred people must have been driven away from their homes by the noise. I am one of the few people left. Sometimes I think this house will be knocked down by a passing plane. I have been offered a large sum of mone
39、y to go away, but I am determined to stay here. Everybody says I must be mad and they are probably right.Lesson22 A glass envelope 玻璃信封My daughter, Jane, never dreamed of receiving a letter from a girl of her own age in Holland. Last year, we were travelling across the Channel and Jane put a piece o
40、f paper with her name and address on it into a bottle. She threw the bottle into the sea. She never thought of it again, but ten months later, she received a letter from a girl in Holland. Both girls write to each other regularly now. However, they have decided to use the post-office. Letters will c
41、ost a litt1e more, but they will certainly travel faster. Lesson23 A new house 新居I导 购 员 培 训 手 册撰写人： 机密等级：一级目 录第一篇、基础3-4第二篇、技巧5-11第三篇、导购礼仪12-18第四篇、客户投诉与意见反对19-20第一篇 基础一、热爱导购工作 导购员是公司品牌形象代言人导购员战斗在销售工作的最前沿，面对面的与顾客接触，其精神面貌、言行举止都代表着易佰特公司的形象、产品形象等，是公司最直接的品牌形象代言人。 导购工作的挑战性和重要性导购员每天都要面对品种繁多的商品，适应不同类型的顾客，需要充
42、沛的精力、良好的心态、高雅的言谈举止、专业的导购技能才能胜任重要的导购工作。导购员是公司与顾客之间的桥梁，没有导购员的参与再好的产品都很难到达顾客的手中，公司离不开导购人员，顾客离不开导购人员，要为自己的导购工作树立自豪感。如此重要的工作交给你希望你能为公司的销售工作和为满足顾客的迫切需求做出卓越贡献。 信心是导购员成功的开始如果你对自己、公司以及公司的产品都没有信心的话，顾客又怎么会对你有信心？又怎么会对你的产品感兴趣呢？二、导购原则 第一原则“顾客永远是对的”，当你认为顾客是错的时，请按此原则。任何顾客所说所做一定有他的道理，只要你能真正站在顾客的立场去理解。 导购5S原则 微笑（SMIL
43、E）：指适度的微笑。导购员要对客户有体贴的心、才可能发出真正的微笑。 迅速（SPEED）：指动作快速，它有两种意义：一是物理上的迅速（工作时尽量快些，不要让客户久等）；二是演出上的速度（导购员诚意十足的动作与体贴的心会引起客户的满足感，使他们不觉得等待的时间过长）。 诚恳（SINCERITY）：导购员如果心存尽心尽力为客户服务的诚意，客户一定能体会得到。 灵巧（SMART）：指精明、整洁、利落。以干净利落的方式来接待客户，即是所谓“灵巧的服务”。 研究（STUDY）：主要平日多努力研究客户的购物心理，销售服务技巧，以及学习商品专业知识，就不仅会在接待客户层面上有所提高，也必须会有更好的成绩。三
44、、成交三原则主动 自信 坚持四、现代导购员应具备的基本素质 诚实、谦虚、冷静、自信心、责任感、敏捷性、上进心、洞察力、积极性、勤勉性、创造性、忍耐性、具有爱心、易于亲近、做事的干劲、明朗的个性、充沛的体力、良好的记忆、参与的热忱、不屈的精神。五、导购员必备的工作观念目标观 有目的的工作 改善问题观 思考工作中存在的问题及寻求改善的方法； 顾客观 寻求怎样让顾客满意的方法； 制度观 遵守各项规章制度； 合作观 具有团队精神与朋友、同事通力合作； 品质观 尽量不出错扎扎实实地工作； 利益观 考虑集体的利益成果。六、成功十点 微笑露一点；脑筋活一点；嘴巴甜一点； 说话轻一点；理由少一点；脾气小一点；
45、 做事多一点；行动快一点；效率高一点； 度量大一点。第二篇 技巧一、做一个顾客喜欢的导购员1-1.接待顾客“三意” 诚意：用诚恳的态度来接待每一位顾客，用我们的诚意换取顾客的诚意，取得顾客的信赖； 创意：推销是创意与方法的结合，不同的导购技巧、方法直接影响导购成果； 情意：用我们的亲切、热情打动顾客的心，多为顾客着想，做好顾客的参谋。1-2.针对不同的顾客采取不同的接待方式 通过和进入卖场的顾客初步接触对顾客的个人性格的方面做出准确评估后，可根据顾客不同类型采取以下相应接待方式及常用礼貌用语。序号顾客类型接待方式 1慢热型充满自信地提出建议，调动顾客积极性 2急噪型语言态度要诚恳以稳定顾客的情
46、绪 3沉默寡言型尽量从表情观察顾客的喜好，点关键处进行说明，切忌言语无需太多，一免引起顾客反感 4博学型适时称赞，满足其相应的虚荣心理 5权威型言谈举止、态度需谦虚 6猜疑型把握对方存在对公司产品、价格、服务等方面的疑点，并清楚讲解和证明，打消顾客的疑虑 7多嘴多舌型聆听，使其感受到尊重 8优柔寡断型抓住产品使其感兴趣的特点重点突破，使其做出最终决定 9理智型条理清楚讲解，提高其对产品信任度 10挑剔型沉着应对，避免争执，并适时对其赞扬 注意事项：凡事不要急噪，不要强迫顾客等；动作敏捷，不要让顾客久等；提出具体问题引导顾客；尽量将谈话内容拉回到主题上来；抓住顾客的爱好，提出建议；不断的赞扬顾客
47、；情绪低落时要进行自我心理调节，以免顾客不悦；对自己讨厌的顾客，也要从内心感激，否则你的言行会不自觉的流露出你的反感；当顾客不讲理时要忍让，因为顾客永远是对的；绝对不要逞一时口舌之快而得罪顾客，因为他们是我们的衣食父母，不是斗智斗勇 的对象。二、顾客购物心理过程与导购技巧销售过程顾客心理导购目标接近顾客的时机 第一阶段寻觅寻找接近顾客机会、顾客开始注意产品时；顾客和同、伴商量时；顾客有目的寻找时；放下随身物品时；看完产品与导购员目光交接时；其它情况。根绝以上主要的具体情况导购可采取适当的方式接近顾客，、引起顾客购买兴趣。结合顾客不同、类型，、采取相应的沟通方式，、抓住顾客在此阶段细微的心理和购
48、买时机进行讲解。、产品介绍：基本功能点为功能可靠性技术使用方法售后服、务价格等；辅助着眼点为外观设计促销及礼品等；其它着眼点为广告销售成果企业实力荣誉用户评价等。、产品介绍：要让顾客知道看产品要注意什么，、看哪几个部分怎么看；尽量让顾客感受产品；按顾客的关注的视线介绍产品，提高其关注度；最后强调产品最终给顾客带来的利益，以进一步激发顾客的购买欲望，例如节能给顾客节省的费用，好的灯光给顾客带来的好处，良好的品质所带来的享受，良好的售后服务给顾客带来的利益保障。、细致入微的服务常常可以打动顾客，例如天热派发纸筋给顾客，给顾客倒杯水喝等细节需做好 第二阶段注意抓住接近的机会亲切问候顾客，同时进行适当询问以了解顾客购买意向。 第三阶段引起兴趣简单介绍产品