导游服务礼仪电子教案

淄博职业学院《导游服务英语》课教学方案

教师：王迎新序号：6

授课时间

授课班级P12旅游班上课地点南区C81I

教学单元

ModuleSixShopping课时2

名称

专业能力Learraboutthewelcomespeech

教学目标

方法能力Collectinfonnationanddiscuss

社会能力Ownaabilityofdealingwithproblems

目标群体Tourismmanageir.ent

教学环境Recordingmaterialandpictures

教学方法Caseteaching\discussandsituationandlistening

时间

教学过程设计

安排

Lead-in（5分钟）

Wherevertheyvisit,touristsarelikelytobuysouvenirsorspecialtiesinalocalscoreinorderto

giveagifttorelativesandfriendsortoremembertheirtravelexperiences.Theyusuallytendtoseek

thetourguide'sadviceastowhatsouvenirsorspecialtiestobuyandwheretobuythemata

reasonableprice.Theguide'srecommendationwillplaya:iimportantroleinhelpingthembuythings

inaparticularshoppingarcade.

BasicProcedure（5分钟）

1.Learnaboutwhatthetouristsneed.

2.Tellashopassistantwhatyou'dliketobuy.

3.Chooseitems.

4.Askaboutprices

5.Bargain.

6.Buypresents

7.Paythebill

Part1.Speaking

Talkaboutshopping

»Situationaldialogue1Onthewaytogoshopping

Scene:AsmallgroupofAustralianinvestorsareinXianJbrathree-daybusinesstrip.LiPing,atour

guide,istalkingaboutshoppingwithtourists.

(L:LiPing,thetourguideT:Tourists)

L:Goodmorning,ladiesandgentlemen.Afterawhilewe'llgoshopping.Thereyou'llseeall

kindsofgoodsthatyouwanttobuy.

Tl:Excuseme.I'dliketobuyapuresilkshirtformywife,aporcelainvaseformyuncle,and

probablysomesouvenirsformyfriendsathome.

L:Ok.You'llfindthemintheshoppingcenter.

T2:CanIgetafewtraditionalChinesepaintingsatthesamestore?

L:Yes,youdcfinilclycan.Thesloiedealsinavaiiclyofqualityuficasunablcpiices,fiom

clothestoornamentsandfromporcelaintojade.Ofcourse,traditionalChinesepaintingsarealso

availablethere.Asamatteroffact,everything(hereistypicallyChinese,andmakesanexcellent

present.Besides,thestoreprovidesanarrayofreliableafter-saleservice.

T2:Oh,good.Thatsoundsfine.Thankyouverymuch.

L:Hereweare.Igiveyou2hourstogoshopping.Ihopeyou'llcollectyourfavoritegoods.

»Situationaldialogue2AtSilkFabricCounter

Scene:LiPinghelpsMrs.Brownchoosearealsilkshirtalthesilkfabriccounter.

(L:LiPing,thetourguideS:SalesladyB:Mrs.Brown)

S:Goodafternoon,madam.Areyoubeingserved?

B:Go(xlafternocn.I'mlookingforasilkshirtformyhusband.Wouldyoushowiresome,

please?

S:Certainly.Wehiiveawideselectionofsilkshirtshere.Butwhatsize,please?

B:Large.

S:Howdoyoulikethese?

B:Oh,hownice!Theyalllookbeautiful.ButIheproblemisthatI'mnotgoodatchoosing.

(Turningtotheguide)MissLi,Iwaswonderingifyoucouldhelpme.

L:Yes.withpleasure.(Runningherfingersovertheshirtsandthenlookingatthebrard)They

arcmadeofrealsilk,withasuperbtextureandsheen.TheycomefromShaoxing,oneofthebiggest

andmostfamousproducersinChina.Iwouldrecommendthepurpleone.Itisthefashionablecolor

thisyear.I'mpositivethatyourhusbandwouldbegratefultoyoufbrsuchanexcellentgift.

B:Thankyou.Bytheway,isthecolorfast?

L:Yes,itisandiswashableaswell.ButIwouldsuggestthatyouwashitinlukewarmwater.

Pleasedon'lrub.Justusesoapywaterandrinsewell.

B:Well,IthinkIwouldliketobuyit.(Turningbacktothesaleslady)Howmuchwouldthat

cometo,please?

S:Ilcosts385yuan,madam.

B:Thatismorethaniexpectedtopay.Excuseme,doyouhavealessexpensiveoneofthesame

quality?

S:I'msorry.Wearesoldout.madam.

L:Isay,Mrs.Brown.Itisworthwhileforitsquality,thoughabitmoreexpensive.Besides,at

leastitwillremindyouofyourtravelexperienceinChina,andmoreimportantly,makeagoodgiftfor

yourhusband.Anyway,youhavetherightlodecideyourself.

B:Isee.Inthatcase,Imightaswelltakeit.Hereisthemoney.Miss.

S:Hereisyourcharge,madam.

B:Thankyouverymuch.

S:Mypleasure.

B:Miss.Li.willyoupleasegoupstairswithmeforsomethingelse?

L:Allright,let'sgo.

fTraining:Makeadialogueaccordingtothefollowingsituation

Tusk:Mi.SmithwuntslobuyacarpetaridWcirif>thelocal^uiclefromtheCYTS,isthe

touristchoosethecarpet.

Part2.TheRemarksofTourGuide

TheRemarksofTourGuideinShopping

Notes:

从游客的购物要求出发，因势利导。导游人员在提供导游服务过程中，不要过多安排购物

时间，切忌强加于人，更忌拉旅游者到自己的“关系户”购物图谋私利，以免引起旅游者的反

感。导游员要合理安排游客的购物时间，讲清楚哪些是值得买的，哪些不值得买，要把讲解放

在第一位，导游员就是靠讲解和服务博得客人的欢心的，如果你的功利性太强，除了购物之外

什么都不讲，容易使客人反感。一个好导游应该把购物等经济因素考虑到讲解的过程中，通过

幽默有趣的讲解，让游客对你产生信任，这样游客在购物中才会心情愉快。

Shoppingisanindispensablecomponentofyourtravelarrangements.Shoppingisanimportant

needofthetouristsaswellasasignificantactivityforthetourgroup.Touriststendtobuysome

souvenirsorlocalspecialtiesfortheirrelatives,friendsandthemselves.Inordertobuysatisfying

commodities,touristsmayconsultlourguide.Therefore,tourguideplayacrucialroleinthelour

group'sshopping.Whenthetouristsareshopping,atourguidecanbeaconsultant,canguidethe

tourists,consumptionandcanalsovindicatetheirrights.

Excessiveshoppingarrangements,nevertheless,oftencausedissatisfactionorevencomplaintson

thepartoftourists.Hereareafewtipsfortourguidestofollow:

1.Giveabriefaccountoftheshoppingarcadewhereyoutakeyourguests,sothattheywillhave

ageneralideaaboutwhattobuyinthestore.

2.Trytofindoutwhatyourguestswanttobuy,andrenderassistanceintheirchoiceofgoods.

3.Helpthemcashtraveler'schecks.

4.Makearrangementsforthepackagingorshippingofthegoodsselectedandboughtbyany

guestinyourgroup.

UsefulSentences

I.Foratourguide

-TherearemanyChinesespecialtieshere.这里有很多中国的特产。

-ArcyouinterestedinChinesesilk?你对中国的丝绸感兴趣吗？

—Won,tyoutakesomesouvenirtoyourfriends?难道你大想给你们的朋友买些纪念品吗？

-Infacttherecan'tbemanypeoplewhocouldmanagetostayinChinaandnotbetemptedtodoany

shopping.实际上好不容易到中国来却不购物的人不会太多。

—Itwouldbeashame:oleaveSuzhouwithoutbuyingsomesilk.到苏州不买些丝绸是很遗憾的。

-They'vegotlotsofbrandsthere,andyouwillsurelyfindtheonethatfitsyou.他们那儿品牌众多，

你一定会找到适合自己的。

—Iwuuldsuggcblyuubuypapcicuts,cmbiuidciyandbalik.Theyaiceasylucany.我建议你们买些

剪纸、刺绣、蜡染，这些东西便于携带。

-Isuggestyoutaketwosilkfansforyourfriendsso:hattheycanenjoythevividminiatureof

Huangshan'smagnificence.我建议你买两把绸扇给朋友，让他们能欣赏到逼真的缩微的黄山壮美

景观。

II.Fatourist

-Iwant(obuyapairofshoes.我想买双鞋子。

—Canyoushowmesomesilk?你能给我拿些丝绸看看吗？

-Canyourecommendsomethingformydaughter?你能给我的女儿推荐些什么吗？

-We'dliketobuysomesouvenirsformyfriends.我想给我的朋友买些纪念品。

—Howmuchdoesthepaintingcost?这幅画卖多少钱?

—Thatseemstoomuchforthiscoat.Doyouhaveanythingcheaper?这件大衣似乎有点太贵了。你

们还有便宜点儿的吗？

—Iwanttoseesomechocolates.Canyougivemesomesuggestions'?我想看一下巧克力,你能给我

些建议吗？

-Iwanttobuyaraincoat.Couldyoupleaseshowmeone?我想买一件雨衣。请你拿一件给我看看

好吗？

—Idecidetobuythebluesuit.Howmuchdiscountwillyouoffer?我决定要买那套疏色西奔，请问

能打几折？

—Whataretheirbusinesshours?他们的营业时间是什么时候?

III.Forashopassistant

-Goodmorning,sir.CanIhelpyou?早上好，先生。我能帮您做点什么？

—Howdoyoulikethosedisplayedinthewindow?你觉得橱窗里摆的怎样？

-I'mafraidIcan'thelpyouatthemoment.很抱歉，现在恐怕没有了。

-Whatsize,please?请问您穿多大号的？

—Therearedifferentkinds.Whichonedoyoulike?这儿与不同的种类，你喜欢哪种？

-Whatcolorwouldyouprefer?你喜欢哪种颜色？

-Howaboutthisone?这件怎么样？

—Doyouneedanythingelse?还要点别的吗？

-I,msorry.Butthisisaone-priceshop.我很抱歉，我们这里不打折。

-Thepriceisfair,madam.It'safamousbrand.Itstandswearandwillneverloseshape!价格很公道

了，太太。这是名牌，很耐穿并且永不变形。

旅行小贴C

导游应提醒游客，烟、酒在免税商店买比较便宜，只要出示护照就可以买到，其他东西可

在百货商店购买。同时，提醒游客购买东西时须精挑勾选，并保存收据。可以给游客教授一些

讲价的技巧，如果不能打折，可要求商家附送小配件。应告知游客，在百货公司不宜讲价，但

在较小的商店或者市场买东西，不讲价往往就会吃亏。

Part3.SupplementaryReading

Ifthereisapalacethatcansatisfytheshoppers5appetitesmost,itmustbeChina.Chinaisa

fantasticshoppingdestination.FrombamboochopstickstoCulturalRevolutionmemorabilia,whatever

youinterest,yoirrcbound(obeabletobuyitinChina.Astheworld'sfactory,youcanfindjustabout

anything.ThereareallkindsofshopsinChina,suchasshoppingmalls,businessstreets,supermarkets,

conveniencestores,factoryshopsandsoon.

DistinctivethingsaremainlysoldincitieslikeBeijing.Shanghai,Xian.Guilin,Chengdu,

Suzhou,Hangzhou.Guangzhou.ShenzhenandespeciallyHongKong,thecitywhichisreputedworld

wideasa“ShoppingParadise."DifferentChinesecitieshavedifferentlocalspecialties:Beijingis

notedforCloisonneandBeijingRoastDuck;Shanghaiisfamousforsilkcarpets;Xianiscelebrated

forantiquesandreplicasoftheTerraCottasoldiers;whileYunnanisrenownedforMounted

ButterfliesandDaliBatik.Particularly,SuzhouandHangzhouarewellknownforsilkandtea.Allwill

provideplentyofideasforfulfillingyourshoppingtrip.

Mosttravelerswanttotakehomesomebargainsormementos.Withsomanyoptionsavailable,

shoppingcanbetime-consuming,confusingandexhausting.Thefollowingtipsmaytakeiteasierfor

you:Shoppingisnotobligatory;becautiousoffakeitems;bargaining;importreslriclions.

Notes:totheText

1.specialty特产

2.Cloisonne景泰蓝

3.replica复制品

4.batik蜡染

5.becelebratedfor因…而著名

6.Withsomanyoptionsavailable,shoppingcanbelime-consuming,confusingandexhausting.由于

这么多商品，购物可能会耗时、费脑、费力。

7.becautiousoffakeitems谨防假冒

Part4.Writing

HowtoDescribeaSouvenir

在给游客介绍当地的纪念品时，导游首先要了解纪念品所暗含的几个方面：历史、功能、

特色、典故、价值以及质量等等。

Simple

NanjingCloud-patternBrocade

Thetraditionalclotd-pattembrocadeisoneofthemostfamoushandicrafts.Itgotitsnameforthe

factthatthepatternonthematerialissaidtoresemblebeautifulclouds.Originallymadeinthe

SouthernDynasty,itgraduallydevelopedduringtheYuanDynastyandwasmostpopularduringthe

MingandQingDynasty.Thcichavealwaysbeenspecialiiislitulcbincliaigcufmaking^aiintnlswilh

cloud-patternbrocadefortheimperialfamilyandforeigndignitaries.

Practice:Pleasewriteapassageaboutdescribeimitationancientivorycar\'ings.

Part5.SocialEtiquette

EtiquetteofWelcomingTourists

Greetingtouristsisjust(hefirststepinthewholewelcomingprocess.Asatourguide,youshould

bearinmindthefollowingthings.Firstly,learnhowtolocatethegroupthatyouaresupposedtomeet

andofferyourgreetingimmediately.Secondly,makeabriefwelcomespeechandintroduceyourselfto

thetourists.Thirdly,welcomethetouriststoyourcityandaskthemforquestionsandanyrequests.

Expressyourwishtoservethemsincerelyandhonestly.Finally,wishyourguestsapleasantjourney

andawonderfulstay.

Ifyouareeveraskedtodeliveraspeech,tryt。lookhappyandpleasant.Alwaysbeaspoliteasyou

can,nomatterwhatyourpersonalopinionofindividualscriheircountrymightbe.Alwaysremember

thattheywilljudgeyourcompanybytheimpressionyougive.Firstimpressionsarethemost

importantandcanbeeverlasting.

Part6.CultureNote

国人常会用"Sorry.Sorry”说个不停，这并不是一个好现象，有时还会有反效果。接受道歉

的人会认为是敷衍了事。日文一再重复或许会让人觉得很有诚意，但英语并非如此。那么，什

么时候要用“Sorry”呢？例如打嗝(belch)、打哈欠(hiccup)、打喷嚏(sneeze)、咳嗽(clearyourthroat)

等，在某些场合时不礼貌的行为,这时候可以说“Excuseme”或“Pardonme."但是一般会认

为“Sorry”更具有道歉的意思。特别是打嗝，欧美人觉得是比较不礼貌的事，最好说“Sorry”。

国内常有人认为是自然现象的事情而沉默不语，但是在西方国家多数人却认为不发一语是不礼

貌的。

“Sorry"还有"Itegyourpardon?”的意思，如果没有听清楚对方说什么，语尾上扬如“Sorry?”

也可以当问句使用。

Part7.KnowledgeConnection

TherearcmanymarvelousgoodsforsaleintheUnitedStates.Thesegoodscanbepurchasedat

stores,fromadsinnewspapersandmagazines,aswellasfrospecialprogramsonthetelevision.

Shoppingmallsarelargebuildingswithmanystoresinside.Theycanbefoundeveninsmalltowns

andarcverypopularbecausetheyhaveavarietyofstoresandmerchandise.Theyarcveryconvenient

becauseyoucanparkyourcarandfindmanythingsinonplace.Someshoppingmailsalsohave

moviesandrestaurants.Peoplealsoenjoygoingtothemallsbecauseonceinsidethemalltheydon't

havetobeconcernedabouttheweather.Theyarccoolinsummerandwarminwinter.Manyshopping

mallsoftenhavesocialeventssuchfasliionshowsuispeciallujlidaypiogiams.Ncwspapeisand

magazinesoftenadvertisemerchandisefbrsale.Unlessyouarefamiliarwiththecompany,youmay

wanttoaskanAmericanfriendforadvicebeforemakingpurchasesthisway.

译文：在美国有很多好商品卖。购物可以在商店进行，也可以通过报刊上的广告以及某个

特别的电视节目购买。购物中心一般都是有许多店铺的大原，即使在小县城里也有，并且由于

各种店铺密布，商品琳琅满目，所以很受欢迎。购物活动十分便利，因为你可以在同一地点停

车并购买到许多商品。有些购物中心还有电影院和餐馆。人们很喜欢购物中心，因为你一旦置

身其中尽可不必理会天气，那儿总是冬暖夏凉。许多购物中心经常有一些特别的活动，像时装

表演和特别的假日活动。报刊经常刊登一些商品广告。然而，除非你对某家公司很熟悉，否则

你得在购买商品之前向你的美国朋友讨教一下.

Part8.Exercise

1.Listentothedialoguetwotimesandcompletethefollowingdialogue.

作业Dialogue1

Mai:CanIhelpyou?

Mona:I'mjust,thanks.Excuseme.

Mai:Yes?

Mona:Theseshawls.HowmucharetheyinAmericandollars?

Mai:AllofthesepricesareAmericandollars.

Mona:Oh.Whyaretheyso____________?

Mai:They're_____________.

Mona:And(hisone?

Mai:It'spuresilk.

Mona:Hmm.Haveyougotoneinpuiple?

Mai:I'll_____alook.

Yes,whataboutthisone?

Mona:That'snice.

Mai:Wouldyouliketotryiton?There'sa_______overthere.

Mona:Hnirnm.It'snice.Haveyougotoneinblue?

Mai:Yes,hereyouare.Thatcolorsuitsyou.

Mona:Mmm...Howmuchisit?

Mai:Fifty-fivedollars.

Mona:Oh.Andhowmuchisthis_______one?

Mai:That's$12.50.

Mona:CouldItrythe________shawlagain?

Mai:Yes,ofcourse.

Mona:Thesilkfeelsbetter.Butit'ssoexpensive.Sorrythisistakingsolong.

Mai:Noproblem.Takeyourtime.

Muna;Oli,that'snice!

Mai:Thathat?

Mona:Yes.CouldI_____iton?

Mai:Sure.Hereyouare.

Mona:Oh,it'slovely.Howmuchisit?

Mai:It's$200.

Mona:I'lltakeit!

Mai:Fine.Ifyou'll'justfollowmetothe_______.

Emma:Thatwillbe$200.Howwillyoubepayingforthat?

Mona:_____________,thankyou.Could1haveaboxforit,please?

Emma:Ofcourse.Tilseetoitrightaway.

Emma:Ifyou'lljust______here.

Mona:Sure.

Emma:Your________.

Mona:Thankyou.

Emma:Andyourhat.

Mona:Thankyou.Goodbye.

Emma:Bye.

Dialogue2

A:Mayihelpyou?

B:Yes.I'dliketoseesomeblackshoes.

A:Yes,sir.____________________?

B:_________________.Ithink.Butyou'dbettermeasuretomakesure.

A:Allright.Pleasebeseatedoverhere...Yes,sir.You'reperfecteightandahalf.Justamomentplease.

A:?

B:Well,Ihadsomethingmorecasualinmind.

A:Oh.Isee.Justamoment...Isthismorelikewhatyouhadinmind?

B:Yes,that'sbetter..

A:Howdotheyfeel?

B:Verycomfortable.I'lltakethem.?

A:Forty-fivedollars,sir.ShallIwrapthemforyou?

B:No,.Wouldyouputtheseoldonesinabox,please?

A:Certainly.

2.Roleplay

Makeadialogueaccordingtothefollowingsituation.

Task:Mr.Whitewantstobuyacloisonnevaseasapresentforhisfriend.LiHong,（hetourguide,

ishelpinghimchoose（hecloisonnd.

3.Completethefollowdialogue.

A;Coniclicic,Jolin.Doyuulike①（鸡蛋）？

B:Aretheymadeofrealeggs?

A:They'vemadeof②（蛋壳）.Theyolkandwhitearetakenoff.

B:Letmesee...Apairofeggsissoldattwoyuanandfiftyfen.It'snotexpensive,isit?

A:No,Ithinkwe'lltaketwopairs.

B:Thesmallscreenslooklovely.Whataretheymadefrom?

C:Theyaremadefromdifferentmaterial-dolomite,toughsilk,etc.Theframesaremade

of③_______（红木）.Thedesignsarepaintedbyhand.

B:Shallwetakeone?

A:Ithinkso.Andshallwebuysomefans?

B:Yes.④（这些都是檀香扇吗）？

C:Notallofthem.SomearcmadeofChineselittleleafboxwood⑤（喷了香水）.

Thosemadeofrealsandalwoodaremuc