饭店情景英语（第二版）课件：Shopping Arcade 购物中心

MajorContents购物中心ShoppingArcade购物中心???Howtoassistgueststoshop?I.Leading-inBACKNEXTHowtoassistgueststoshop?Guestslivinginahotelspendmoneynotjustforroomsandfood,butalsoforsouvenirsandgiftstotakehome.Whenshoppinginthehotel,guestspaymuchattentiontothebrand,qualityanddesignofthegoods.Goodssoldintheshoppingarcadeofahotelmayrangefromjewelry,handicrafts,antiques,Chinesepaintings&calligraphy,togarments,foods,traditionalChinesemedicinesandtonics,tonamejustafew.I.Leading-inPREV.NEXTHowtoassistgueststoshop?Justasthefrontofficestaff,theshopassistantshavemuchdirectcontactwiththeguests.Theyshouldbefamiliarwiththegoods,thepriceandthecustomers.Theyshouldalsohaveacleanandpleasantappearance,agoodcommandofjobproceduresandserviceskills.I.Leading-inPREV.BACK商场部工作程序II.WorkingProcedureBACKNEXT商场部工作程序II.WorkingProcedure商场部员工在接待外国顾客时，要做到热情大方，尽量使用简单恰当的英文，发音要清楚，语速不要太快，避免使用俚语(slang)，必要时可以借助身体语言(bodylanguage)，运用恰当的手势(gestures)来帮助自己表达思想。PREV.NEXTII.WorkingProcedure1.商品上柜(displayinggoods)。营业员在每天营业结束后应注意货架、货柜上商品的存量，并根据销售规律，填写领货单送仓库。仓库一般在第二天营业前将商品送至柜组，营业员验收后，放入货柜、货架。做到商品布局合理，陈列悦目，取货自如，挑选方便。2.接待宾客(receivingguests)。接待宾客是商品销售的中心环节，由招呼宾客、了解需要、展示商品、帮助挑选、主动介绍、商议价格、开票结算、包装付货和与客道别等一系列小环节组成。PREV.NEXTII.WorkingProcedure(1)招呼宾客(greetingguests)。当宾客走近柜台时，营业员应微笑致意，亲切问候，礼貌地招呼顾客:Can/MayIhelpyou?IsthereanythingIcandoforyou?WhatcanIdoforyou?AnythingIcandoforyou?顾客欲购物，会直接表述:I’dlike...(我想要……);I’dliketobuy...(我想要买……);Iwanttobuy...(我想要买……);Iwanttohavealookat...(我想看一看……)。PREV.NEXTII.WorkingProcedure(2)了解需要(askingforinformation)。为了切实了解顾客的需要，可以询问是自己购买还是代人购买，是希望购买高档商品还是一般的商品，需要什么型号、颜色、种类和品牌等。Whatcolor/size/kind/branddoyoulike?您想要什么颜色/型号/种类/品牌呢?Howmany/much...doyouwant?您想要买多少呢?Howmany/much...wouldyoulike?您想要买多少呢?PREV.NEXTII.WorkingProcedure(3)展示商品(showinggoods)。在接待服务中，营业员应充分展示商品的质感、特点，使宾客对商品有充分的了解。Letmeshowyousomesamplesofdifferentqualities.让我拿些具有不同质地的样品给您看看。You’llfindmanybrandsinthisshowcase.这边的陈列柜有很多品牌。Longjingtea,anativeproducthere,tastespureandfragrant.龙井茶是本地的特产，口味清纯、芬芳。Thesearethelatestfashions.这些是最新款式。Thequalityisexcellent/first-class/superb.这个质量很好。PREV.NEXTII.WorkingProcedure(4)帮助挑选(helpingselecting)。在接待服务中，应根据宾客的消费特点，帮助挑选有关商品并向顾客推荐物品。Wehavegotafreshstockofricewine.我们刚刚进了一批米酒。Thistypeofgoodshasagreatsale.这类货很畅销。Thissuitshowsyourfigureoffnicely.这套衣服把您的身材很好地衬托出来了。CanIgiveyousomeadvice?我可以给您一些建议吗?I’llshowyousomethingdarker.我给您拿件颜色深点的。Itseemstobeaperfectfit.看起来很合身。PREV.NEXTII.WorkingProcedure(5)主动介绍(recommending)。宾客选中了某件商品后，营业员应根据商品特点和消费的一般规律连带向顾客介绍有关商品，如宾客买了领带，顺便介绍领带夹等。Whataboutthese?/Howaboutthose?这些(那些)怎么样?Whynottakethisoneasamatch?您为什么不买这件做搭配呢?Isthatall?/Willthatbeall?/Anythingelseyouwant?/Whatelsewouldyoulike?

就这些了吗?/还要别的什么吗?PREV.NEXTII.WorkingProcedure(6)商议价格(pricenegociation)。营业员应该熟练应用有关价格术语应对顾客的讨价还价。拒绝减价时态度不可生硬，要说明原因从而令顾客满意。We’llofferyouaspecialdiscountoftwentypercentforourregisteredguests.我们可以给您按登记入住的顾客享受特惠8折。10%isthebestdiscountIcanoffer.我最多只能打9折。That’sourbottom(lowest)price.这是我们的最低价了。PREV.NEXTII.WorkingProcedureI’msorry,butwecan’tmakeanyreductions.It’sourstorepolicy.对不起，我们不打任何折扣，这是我们的店规。顾客看物问价会说:Howmuchisit?(多少钱?)Howmuchdoesthepencost?(这支钢笔多少钱?)顾客决定购买会说:I’lltakeit.(我买了。)Allright,I’lltakeit.(好吧,我买。)PREV.NEXTII.WorkingProcedure(7)结账付款(makingpayment)。顾客选购商品结束后，营业员应确认其付款方式并且结算货款。开发票时，文字应清楚，计算准确，内容写齐全。为宾客结算时，一定要向宾客致谢。Pleasepayatthecashier’soverthere.请到那边的收款台付钱。Howwouldyouliketopay?Incash,withtraveler’schequeorbycreditcard?请问您选择怎样付费？付现金、旅行支票还是信用卡？PREV.NEXTII.WorkingProcedureMayIhaveyoursignaturehere,please?请在这里签名好吗?MayItakeacopyofyourcard?我可以复印您的信用卡吗?Hereisyourreceiptandpurchases.这是您的收据和购买的物品。PREV.NEXTII.WorkingProcedure(8)包装送货(packaging&delivering)。开票结算后就要为顾客包装商品。同时应该注重风俗礼仪和禁忌，主动询问顾客有关包装的需要。ShallIgift-wrapit,Sir?先生，要包装礼品吗?(注重精致、美观)ShallIpackthemforyou?需要我为您打包吗?(注重牢固、安全，以便长途旅行也不会破损)Howdoyouwantitpacked?你要什么样子的包装?ShallIpackthemseparatelyorinonepackage?我把它们分开包装还是包在一个包里?PREV.NEXTII.WorkingProcedureWecanhaveitdelivered,Sir.我们可以安排送货的，先生。YourorderwillarrivenextMonday.我们会在下周一给您送到。(9)与客道别(parting)。当顾客接过商品后，要对顾客的光顾表示感谢，并与顾客道别，欢迎再次光临。Welcometo××nexttime!欢迎再次光临××商场!Hopetoseeyouagain.欢迎下次光临。PREV.NEXTII.WorkingProcedure3.售后服务(aftersaleservice)。商品成交并不是经营活动的终点，还应该有一系列的售后服务相配合，使宾客更加满意。CanIseethereceipt?我能看一下收据吗?Weguaranteethequalityoftheproductwesellinourstorefor12months.我们店卖出的商品在12个月内保证质量。Thewarrantyisgoodforthreeyears.保修期是3年。Weofferglobalqualityguranteefor3years.我们提供三年全球质保。PREV.BACK(S:Shop-assistantG:Guest)S:CanIhelpyou,Madam?G:Yes.I’dliketochooseasweaterformyson.S:Isee.Doyouhaveanyideassofar?G:Notyet.Canyougivemesomesuggestions?S:Sure,Madam.ButmayIknowhowoldheis?G:Thirteen.S:Andtheheight?G:Aboutfivefeetteninches.Helikestowearloose-fittingsweaters.S:Isee.Howaboutthisone?It’sveryfashionableandpopularamongteenagers.III.DialoguesBACKNEXTDialogue1AtaMenswearShopG:Idon’tthinkhe’lllikeit.Hepreferssimplestyles.S:Howaboutthisonethen?G:Thestyleisallright,butI’mnotsureaboutthecolor.Letmethinkforawhile.S:That’seasy.Thesesweaterscomeindifferentcolors.Wehaveallthecolorsyoucanchoosefrom.G:Well,canIchangeitifhedoesn’tlikethecolorIhavechosen?S:Noproblem,youjustneedtobringthereceiptwithyou.G:IthinkI’lltakethedarkblueone.S:Oh,that’saveryniceone.It’ssixtydollars.Hereisyourreceipt.Thankyou,Madam.III.DialoguesPREV.NEXTS:Goodafternoon,Sir.CanIhelpyou?G:Yes,I’mlookingforsomeChinesetea.Canyouintroducesometome?S:Certainly,Sir.We’vegotdifferenttypesofteahere:greentea,jasminetea,andblacktea,justtonameafew.Whichdoyouprefer?G:Idon’thaveanyideaaboutthem.ButI’dliketohavedifferenttypesfordifferenttastesofmyfriends.III.DialoguesDialogue2ChineseTea(S:Shop-assistantG:Guest)PREV.NEXTS:Isee.Greenteaisfreshgreen,sweetish,andsmoothinappearance;jasmineteaishighqualitygreenteamixedwithdriedjasmineflowersandithasanicefragrance.G:Haveyougotanyfamousblacktea?S:Sure,Sir.Ifyoulikeblacktea,IstronglyrecommendyoutobuytheworldfamousQimenBlackTea.G:Isee.AndI’vealsoheardaboutOolongTea.Wouldyoupleasetellmewhat’sspecialaboutit?III.DialoguesPREV.NEXTS:Certainly,Sir.ActuallymanypeoplelikedrinkingOolongTeaforitskeeping-fitandweightreducingeffectaswellasitsfinesmell.Besides,ithelpstogetridoffatigue.G:Thankyousomuchforyourkindintroduction.Seemstheyareallmarvelous.I’lltakethreetinsofeach.S:Mypleasure,Sir.Ifyoulike,wecanalsogift-wrapthemforyou.III.DialoguesPREV.NEXTS:Goodmorning,Sir.HowcanIhelpyou?G:Iwouldliketohavealookatthenecklaceshere.S:Certainly,takeyourtime.Justcallmewhenyoufindsomethingyoulike.G:OK.Thanks.MayIhavealookatthosepearlnecklacesoverthere?S:Sure.Doyouprefernaturalpearlsorculturedpearls?G:What’sthedifference? III.DialoguesDialogue3AttheJewelryCounter(S:Shop-assistantG:Guest)PREV.NEXTS:Naturalpearlsareofhighervalue,butbotharelustrousandbeautiful.G:Oh,Isee.ButhowdoIknowwhethertheyaregenuineornot?S:Youmayfeelassuredaboutthat.Youseewe’vegotverygoodreputation.G:OK,then.Youcanrecommendmesomething.S:Certainly,Sir.Howdoyoulikethisone?It’squitepopularandwehaveagoodsaleofit.G:Looksnice.Howmuch?S:1800yuan.G:That’squitereasonable.I’lltakeit.

III.DialoguesPREV.NEXTS:OK,thankyou.Bytheway,wouldyouliketochooseapairofbeautifulearringstomatchit?G:Oh,Idon’thaveanyideaaboutthat.S:Thatdoesn’tmatter.Icansuggestyousomethingreallynice.Howdoyoulikethispair?G:Uh,thatwillmatchthenecklacewellIthink.Howmuchistheprice?S:It’s2200yuan.G:That’squitedear.I’llleavethemforthemoment.Thankyou.S:That’sallright.Thankyou,Sir.III.DialoguesPREV.NEXTS:CanIhelpyou,Madam?C:Yes,I’dliketobuysomehandicraftsassouvenirsformyfriendsandrelatives.S:Oh,wehavesomanyofthemyoucanchoosefrom.Doyouhaveanythinginmindsofar?C:Notreally.Theyallseemgoodtome,butIjustwanttohavesomethingtypical.S:Isee.ThenI’dliketorecommendyousomefamousChineseembroideryworks.C:CanIhavealookatsomeofthem?III.DialoguesDialogue4AttheArtsandCraftsStore(S:Shop-assistantG:Guest)PREV.NEXTS:Certainly.HerearesomepillowcasesembroideredwithtypicalChinesesymbolofdragonsandphoenixes.C:They’relovely.Thedesignisbeautiful.Aretheyallhand-made?S:Yes,theyaremadeinSuzhou.Suzhouembroideryisfamousforitsbeautifuldesigns,exquisiteworkmanshipanddiversepatterns.C:Well,doyouhavesomeotherdesignsthatareequallytypicalofChineseculture?

III.DialoguesPREV.NEXTS:Sure.Youseeherewe’vegotthedesignofflowersandbirds.TheflowersarethenationalfloraofChinacalledpeony,symbolizingwealthandglory,andthebirdsaremagpieswhichsymbolizehappinessandgoodtidings.C:Oh,soundswonderful.S:I’msureyourfriendsandrelativeswilllikethemverymuch.C:Ithinksotoo.Givemeonedozenplease.S:OK.Thankyou.III.DialoguesPREV.BACK顾客常用语1.客人想看东西。(1)I’mjustlookingaround.我只是看看。(2)AfterIhavelookedaround,I’llaskforyou.我先看看再叫你。(3)Iwanttoseesometies.我想看一下领带。(4)Iamlookingforsouvenirsatreasonableprices.我想买价钱公道的纪念品。(5)I’mlookingforsomethingtomatchthesecheckeredtrousers.我想找搭配方格裤的东西。IV.TipsforServiceBACKNEXT(6)Pleaseshowmethatoneinthewindow.请把橱窗里的样品给我看看。(7)MayIseetheitemsinthecase?我想看看箱子里的东西,可以吗?(8)Whichonedoyourecommend?你推荐哪个好呢?IV.TipsforServicePREV.NEXTPREV.NEXT2.客人询问价格。(1)Howmuchisthis/doesitcost?多少钱?(2)What’stheprice?价格是多少?(3)Ican’tfindthepricetag.我没看到价格标签。(4)Whichischeaper,thisoneorthatone?这两个相比，哪个更便宜?(5)Iwantthisandthis,howmuchinall?我要这两个,一共多少钱?IV.TipsforServicePREV.NEXTPREV.NEXT(6)Isthistaxfree?这是免税的吗?(7)CanIgetanydiscount?能给我打折吗?3.客人表示不合意。(1)It’stoobig/small/heavy/light/expensive.太大/小/重/轻/贵。(2)Itlooksfine,butIdon’tlikethecolor.看起来还不错，可我不喜欢这个颜色。IV.TipsforServicePREV.NEXTPREV.NEXT4.顾客购买服装时，询问有没有其他种类、尺寸、颜色、样式。(1)Doyouhaveanyotherkinds/sizes/colors/styles/patterns/designs/models?有别的种类/尺寸/颜色/款式吗?(2)Doyouhaveanotheroneofthesamekind?相同款还有别的吗?(3)Doyouhavethissizeinanyotherstyles?这个号有别的样式吗?IV.TipsforServicePREV.NEXTPREV.NEXT5.客人询问有关商品的材料、制作和用途。(1)Whatisthismadeof?这是用什么做的?(2)Whatisthematerialofthisshirt/handbag?这件衬衫/这个手提包是用什么材料做的?(3)Isthismadeofplastic?这是用塑料做的吗?(4)Isthismaterialpurewool?这种面料是纯毛的吗?(5)Whatkindofleatheristhatpairofglovesmadeof?这双手套是用什么皮料做成的?IV.TipsforServicePREV.NEXTPREV.NEXT(6)Isthismachinemadeorhandmade?这是机制的还是手工的?(7)Whatisthisusedfor?这是用来干什么的?(8)HowdoIusethis?怎么使用呢?IV.TipsforServicePREV.NEXTPREV.NEXT6.客人询问商标、产地。(1)Isthismakefamous?这是名牌吗?(2)Isthisimportedordomestic?这是进口的还是国产的?(3)Whichcountryisthismadein?这是哪个国家生产的?(4)IsthismadeinJapan?这是日本造的吗?(5)Doyouhaveimportedbrands?有进口品牌吗?IV.TipsforServicePREV.NEXTPREV.NEXT7.客人询问质量保修的情况。(1)Howtokeepthesegoods?这些货品怎么保存?(2)Isthisdurable?耐用吗?(3)Isthiswithguarantee?有质保吗?(4)CanIhaveaguarantee?能给我产品保证吗?IV.TipsforServicePREV.NEXTPREV.NEXT8.客人决定购买。(1)I’lltaketheredone.我买红色的。(2)Thesameoneashis,please.我要和他一样的。(3)Doyouhavetwomorelikethisone?还有两个这样的吗?(4)Thiswilldo.这个就行。(5)Thatwillbeall.就这些。IV.TipsforServicePREV.NEXTPREV.NEXT9.客人请营业员包装。(1)Wrapit,please.请把它包起来。(2)Pleasewrapitasagift.请做礼品包装。(3)Couldyougift-wrapit,please?请包装成礼品,可以吗?(4)Pleasewrapeachseparately.请单独包装。IV.TipsforServicePREV.NEXTPREV.NEXT(5)Pleasetakeoffthepricetag.请取下价格标签。(6)Pleaseputthoseinabigpaperbag.请用大一点的纸袋装起来。(7)Pleasepackitcarefullysothatitwon’tbedamaged.请小心包装以免损坏。IV.TipsforServicePREV.NEXTPREV.NEXT10.客人要求寄送。(1)Canyoumailthisforme?能邮寄吗?(2)Canyoudeliverthemtoourhotel?能送到酒店吗?(3)WillyoudeliverthistoRoom305oftheHiltonHotel?能送到希尔顿酒店305房间吗?(4)Mystayhereistilltomorrownoon.我只在这里待到明天中午。(5)Doyouhaveanoverseasservice?你们提供越洋服务吗?IV.TipsforServicePREV.NEXTPREV.NEXT(6)Pleasesendthisbyairmailtothisaddress.请用航空邮寄到这个地址。(7)Howlongdoesittakebysea?海运需要多长时间?(8)WhencanIexpecttohaveit?我什么时候能收到?11.客人预订。(1)Canyoukeep/holditformetilltomorrow?能为我保留到明天吗?(2)Pleasekeepitforme.Iwillcomebackforitlater.Thankyou.请给我留着。我过会儿回来。谢谢。IV.TipsforServicePREV.NEXTPREV.NEXT12.客人付款结账。(1)Howmuchwillitcometo?一共多少钱?(2)Whereisthecashier’sdesk?收银台在哪里?(3)CanIpaywithatraveler’scheck?我能用旅行支票付款吗?(4)Howmuchistherateofexchangeatthisstore?商店的兑换率是多少?(5)WherecanIchangemoney?我在哪里可以换钱?IV.TipsforServicePREV.NEXTPREV.NEXT(6)DoIneedtopayinfull/advance?需要付全款/定金吗?(7)Youhavenotgivenmetherightchange.你找的零钱不对。(8)Idon’thavethechangeyet.还没找钱。(9)Pleasegivemethereceipt.请给我发票。(10)I’llpayC.O.D.(cashondelivery).我会货到付款。IV.TipsforServicePREV.NEXTPREV.NEXT13.客人抱怨收到不好的货品。(1)Thisisstained/damaged.弄脏/坏了。(2)Itdoesnotworkproperly.好像有点问题。(3)ThisisnotwhatIordered/paidforyesterday.这不是我昨天订/买的货。IV.TipsforServicePREV.NEXTPREV.NEXT14.客人要求退换货品或退款。(1)It’sthewrongsize.这个型号不对。(2)Iwanttoreturnthis.我想退货。(3)Iamnotsatisfiedwiththis.Willyouchangethistosomethingelse?我不满意这个。能换吗?(4)Iboughtthisamomentago,butcanIchangethisforanotherone?我刚买的,可以换吗?IV.TipsforServicePREV.NEXTPREV.NEXT(5)Isthatpossibletohaveachange?可以换吗?(6)Ihaven’tuseditatall,asyoucansee.你看得出来我没用过。(7)I’dlikemymoneyback.我想退款。(8)Willyougivemearefund?可以退款吗?(9)CanIspeaktothemanager?我能跟经理谈吗?(10)Iwishtoseesomeoneinchargeofthissection.我想见你们的负责人。IV.TipsforServicePREV.NEXTPREV.BACKV.Words&ExpressionsBACKNEXTsouvenirn.纪念品 handicraftn.手工艺品antiquen.古董；古物 garmentn.服装tonicn.补品 samplen.样品showcasen.陈列柜 fragrantadj.香的fashionn.