旅游英语Unit28-Lesson45Exchange or return the shoes

1、旅游英语旅游英语Unit28-Lesson45Exchange or Unit28-Lesson45Exchange or return the shoesreturn the shoesLesson 45Lesson 45Exchange or return the shoesExchange or return the shoesTeaching Objectives:By the end of this lesson, you should be able to（本节课你应该（本节课你应该学会）学会）. Knowledge Objectives(知识目标知识目标)：1. Learn ho

2、w to settle the customers problem of exchanging or returning the shoes.（学会处理顾客退换鞋）。（学会处理顾客退换鞋）。2. Grasp the new words and expressions about exchanging or returning the shoes.（记住对话中介绍退换鞋的重要单词、短语）（记住对话中介绍退换鞋的重要单词、短语）. Technical Objectives(技能目标技能目标)：1.Master the information on the customers problem of

3、exchanging and returning the shoes.（掌握关于（掌握关于顾客退换鞋顾客退换鞋的信的信息）息）2.Learn how to settle the customers problem of exchanging and returning in English in daily life. （在日常生活中学会如何（在日常生活中学会如何处理顾客退换处理顾客退换鞋鞋）Lesson Plan Warm up Case studyHotel vocabulary ListeningSituational conversationPracticeSummary Homewo

4、rkWarming Up: vest jeansWarming up: leggings cotton-padded trousersWarming up: sports pants Exchanging Or Returning ShoesNew wordsblister blst n. 水泡，气泡，起泡ankle k()l n. 脚踝manager mnd n. 经理store credit 商场点数vest vest n.马夹，背心leggings legz n.打底裤Key expressions make exception 破例破例 store credit 商场点数商场点数 be

5、 okay with 对某人来说可以对某人来说可以appreciate 欣赏，感谢欣赏，感谢appreciate 欣赏，感谢appreciate 欣赏，感谢Case StudyDialogue1Dialogue1Question discussion If a person wants to exchange and return the goods, what will you do as a manager?Exchanging Or Returning Shoes Pre-listening questions 1. Why did Alice Smith exchange or ret

6、urn the shoes? 2. Did the manager help her exchange or return the shoes?Listening Listening &Speaking ( A: Salesman B: Alice Smith)A: May I help you?B: Yes, I would like to return these shoes. I bought them yesterday.A: Oh, Sorry, this pair of shoes are on sale. Sales goods cant be exchanged or

7、returned.B: But I must exchange or return it.A: Miss, why are you returning them?B: These shoes have given me blisters on my ankles.A: I see. But Im sorry , we dont allow returns on sale items.B: I know many stores have that policy. But I have returned sale items here before.A: Im sorry, but we usua

8、lly dont do it. It is our policy. Listening &SpeakingB: I just bought these shoes yesterday. And I am a regular customer here.Can you make exception this time? This is my VIP card.A: Well. Let me talk to the manager for a moment.(Three minutes later)A: Maam, the manager says I can do it this tim

9、e. Just this one .B: Good. I am glad you can make an exception for me.A: Do you have the receipt?B: Yes, here it is.A: I will have to give you store credit, Maam. If you find something else you like in the store, you can use the credit.B: Store credit is okay with me. Im sure I will find something I

10、 like. I shop here a lot.A: We appreciate your business, Maam.3：Find out the key words and expressions 1) make exception 2) store credit 3) be okay with 4) appreciate 5) blister 6) ankle 7) manager 8) store credit 9) vest 10) leggings 4: Find out some useful sentences 1). These pair of shoes are on

11、sale. 2). These shoes have given me blisters on my ankles. 3). We dont allow returns on sale items. 4). Can you make exception this time? 5). I will have to give you store credit. 5. Complete the useful sentences 1) These pair of shoes are_. (这双鞋是促销鞋。这双鞋是促销鞋。) 2) We dont allow returns on _ items. (促

12、销商品促销商品不退货。不退货。) 3 Can you make_ this time? (你能给我破个例吗你能给我破个例吗？) 4) We _ your business, Maam.( 谢谢惠顾，太谢谢惠顾，太太。太。)6.Match the words and their Chinese meanings. blister 打底裤打底裤 ankle 马夹，背心马夹，背心 manager 经理经理 store credit 脚踝脚踝 vest 点数点数 leggings 水泡，气泡，起泡水泡，气泡，起泡3.Decide whether the following statements are

13、 True (T) or False(F) 1) Store credit can be used as money. ( ) 2) The shoes are so ugly that Alice Smith wants to return it. ( ) 3) The manager can help the guests to exchange and return the goods as soon as possible. ( ) 4) Whatever the goods are, the customer can exchange and return them. ( )Prac

14、tice Role-play Let the students work in pairs: Role Play Make a new dialogue between salesman and Li Hua. Li Hua bought a shirt for her husband yesterday. It turns to be too big. Now she walks into the store again and wants to exchange for a small one. Key words: make exception, be okay with, on sal

15、e, appreciate Summary What can you get from this lesson?Words(单词单词)Expressions(短语短语)Sentence Patterns（句型）（句型）Ability Demand(能力要求能力要求) The staff should always remain calm, polite and responsible. The first step is to listen carefully. It is most important to make known all the facts. The second step

16、is to say “Im sorry”. Finally, decide if you can help him exchange or return the goods according to the specific situation. 处理退换货投诉时，员工应该保持镇静、礼貌且处理退换货投诉时，员工应该保持镇静、礼貌且富有责任心。先要认真地听，意识到顾客为什么富有责任心。先要认真地听，意识到顾客为什么投诉。其次，要说投诉。其次，要说“对不起对不起”。最后，根据具体。最后，根据具体情况看是否要帮他退换商品。情况看是否要帮他退换商品。 Attitude of settling the problem of Attitude of settling the problem of exchanging or returning the goodsexchanging or returning the goods Homework 1.Recite the words and expressions on the customers problem of exchang