《商场导购英语-岳阳职院.ppt》由会员分享，可在线阅读，更多相关《商场导购英语-岳阳职院.ppt（36页珍藏版）》请在三一文库上搜索。
1、Shopping Guidance Service 商场英语导购服务,Anita Lee,Teaching 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-in,The layout of a department store,Group Discussion:,This is t
2、he information desk in CHONGSHANG department store. In this class, you are required to act as receptionists. Lets do some training .,Etiquette for receptionists,smile,微笑 训练（1）, 你双手按箭头方向做“拉”的动作，一边想象笑的形象，一边使嘴笑起来。,把手举到脸前,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
3、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),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 &Donts,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.
4、 Speaking in aloud and harsh voice.,Dos 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.,Group discussion,“what are the job responsibilities of reception desk?”,commodity promotion, directi
5、on guidance, paging service, the lost and found service, making out the invoices, membership card management, packing, broadcasting, complaint handling, preferential measures, gift issue,Oral Practice： Broadcasting service,Oral Practice： Broadcasting service,Task 1 Situation 1: Group Work: You are r
6、equired to write broadcast scripts for welcome and farewell in English. Time for preparation: 10 minutes,Samples,Oral Practice：Paging service,Situation 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 abo
7、ut her son: Daniel, in a blue sportswear and a white sport shoes, About 1.4 meters. Please make up a dialogue with your partner.,Oral Practice：Paging service,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 dialog
8、ue with your partner. Time for preparation: 10 minutes,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 des
9、cribe 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
10、white sportsshoes, 1.4 meters, please ask him to go to the broadcasting station. Thank you!,Samples:,Situation 3: Dear customers and colleagues, if you lost a NOKIA mobile phone, please go to the broadcasting station. Thank you !,Oral Practice：Other service,Situation 4: Please give directions to cus
11、tomers 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,Build-up more skills,您好！欢迎光
12、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。 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
13、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,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
14、 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) T
15、his 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),GROUP WORK,Situation 1: membership card dealing Task 1: Making out the application form
16、for membership Task 2: carrying out the preferential measures for membership Task 3: making up a dialogue. One is the receptionist, one is the applicant for membership card. Act out,Situation 2: complaint handling Task 1: You: a customer. Your partner: sales assistant Suppose you bought a skirt whic
17、h had a hole, but you didnt notice it just then. You are going to the department store now and see how to solve this problem.,GROUP WORK,Linking-up,Complaining about goods or services: Id like to make a complaint, please. I dont like to complain, but Ive had a lot of trouble with Im sorry. Im not at
18、 all satisfied with your I have a compliant regarding your I want to complain about the quality of This kind of service just isnt good enough. Can I have my money back on?,Dealing with the complaint Whats the matter, please? Which type of product did you buy? Please show me your shopping voucher. Wh
19、ats the date did you buy? How did you use it?,I will report it to my manager immediately. We wont repair it until you are pleased. Please dont worry more. Return service After-sale service Sorry, thats our mistakes. Thanks for your valuable suggestions.,PRACTICE,Take turns to practice the conversati
20、on about shopping guidance.,Suggested situation:,Complaining Person searching Lost and found Card management Shopping guidance Give directions,Assignment:,You need to hand in the following things: 1. membership application form. 2. broadcasting scripts about introduction to the department store. 3. situational dialogues.,SUMMARY,By the end of this part, you are required to 1.get some knowledge and useful expressions about shopping guidance. 2.know how to work as a receptionist in a department store.,