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1、Customer Service ProcessFirst impressions 第一印象1. Greeting the customer 招呼顾客- saying it with a brighter smile and polite 微笑，有礼貌a. Hello, / Hi 您好b. How are you? / How do you do? 您怎么样？c. Good day, good morning, good afternoon, good evening 早上好，中午好，晚上好d. Its great (good) to see you. / Glad to meet you.
2、很高兴见到您e. Its great (good) to see you again. 很高兴再次见到您f. Welcome to our restaurant/ shop/store. 欢迎光临我们饭店/专卖店g. Hope you enjoy your meal. 希望您用餐愉快2. Helping the customer 协助顾客- recommend items of its one of our popular items 推荐流行饰品- pay attention to customers need 关注顾客需求a. Can (May) I help you? 我能为您服务吗b.
3、 What can I do for you? 我能为您做些什么c. Is there anything I can do for you? 我能为您做些什么d. Can I get you anything else? 我能为您做些什么e. Im always at your service. 我总是为您服务f. Would you like to try our famous food? 您愿意试试我们的餐点吗？3. Cashier work 出纳员的工作a. How to count. 怎么数数b. Receiving and verifying cash or credit / cha
4、rge card payments. 收银，找零，信用卡付账，现金付账c. Correctly giving change and issuing receipts. 正确收银，开发票d. Assisting in attending to customers on a “first come first serve” basis. - “先来先服务”e. Up-keeping of cleanliness at the cashing point / area. 收银台的清洁卫生i. Total amount is - 总数是ii. The amount is - 总数是iii. That
5、would be -总数是iv. Heres your change. 这是找零v. Thank you. 谢谢vi. Please come again. 欢迎再次光临基本数字one, two, three, four, five, six, seven, eight, nine, ten, eleven, twelve, thirteen, fourteen, fifteen, sixteen, seventeen, eighteen, nineteen, twenty, thirty, forty, fifty, sixty, seventy, eighty, ninety, one h
6、undred, thousand, million, billionMoney counting - 钱的计算1 cent - 1分5 cent - 5分10 cent - 1毛50 cent - 5毛1 dollar - 1新币5 dollar - 5新币Eg. SGD122.80 one hundred and twenty two dollars and eighty cents only SGD7.28 seven dollars and twenty eight cents only4. Saying goodbye 告别- make sure the customer is sat
7、isfied. Thank your customer for coming in to your (business) shop. 确保顾客满意，谢谢顾客光临a. Goodbye. 再见b. See you again. 再见c. Goodbye and thank you for coming. 再见，欢迎光临d. Goodbye and hope to see you again. - 再见，欢迎光临e. Have a nice day. / Have a good time. 祝您玩得愉快f. It was a pleasure seeing you. 很高兴见到您5. Directi
8、ons 方向- make sure give the clear directions to customer. 确保给顾客正确指向 e.g. Where is the toilet? 厕所在哪里？ a. Turn left. 向左转 b. Turn right. 向右转 c. Go straight. 直走 d. In front of. 前面 e. Opposite of. 相反 f. Beside of. 旁边 g. Behind of. 后面 h. Between. 在中间 I Cross the road. - 过马路 J Pass along. 过去 K Pass by. 过去 L
9、 Pass through. 穿过Inquiry 询价顾客询价常用语1. How much, please? 请问，多少钱？2. What does it sell for? 这个卖多少钱？3. How much does it cost? 这个要多少钱？4. Whats it worth? 这值多少钱？5. How much do you sell it? 这个你卖多少钱？6. How much do you want / ask for it? 这个卖多少钱？7. How much would a suit made of this material cost? 用这种料子做的一套衣服要多
10、少钱？售货员报价常用语1. The price depends on the quality of leather. 价格根据皮的质量而定。2. Its priced at 120 dollars. 这个定价120美元。3. They are very good for the price. 论价格，这些是很不错的。4. The size makes no difference in price. 统一价格。5. It comes to $200. 一共200美元。6. They are sold by the set. 他们按套出售。7. They are five yuan each. 每
11、个5元。售货员讲价用语1. Its real bargain. 这是真正的便宜货。2. The price is moderate enough. 价格够便宜了。3. We dont give discounts. 我们不打折。4. Its our standard price. 这是我们的标准价。5. Its the preferential price. 这是优惠价。6. Its the preferential price. 这是平价。7. Its market / selling price. 这是市场/零售价。8. Thats almost cost price. 这几乎是成本价。9
12、. No discount. 不打折。10. Why not buy it, with the 50% discount. 打五折啊，为什么还不买呢？11. Thats the best we can do. 我们不能再让了。12. Ill meet you half way. 我让一半。13. Its worth the price. 值这个价。顾客还价常用语1. Can you cut the price a bit? 你可以便宜点吗？2. Can you come down a bit? 能便宜点吗？3. This is nice, but I suppose its quite exp
13、ensive. 东西不错，但是我觉得贵了。4. That is shocking! 贵的惊人！5. That is too dear / expensive. 太贵了。6. Its more than the usual price. 这比一般价格贵！7. The price is not reasonable. 这价格不公道。8. Can you sell it for 3 yuan? 3元你卖吗？9. I can give you no more than 20 yuan. 我最多只能给20元。10. He offered me 20 percent discount, but I ref
14、used. 他给我打八折，可我拒绝了。售货员谈论尺寸常用语1. What size (would you like/ want)? 你要多大尺寸？2. What size do you take/ want/ wear? 你要什么尺寸？3. Whats your size? 请问你要多大尺寸？4. May I ask what the size is? 请问你要多大尺寸？5. What size shoes do you wear? 你穿多大尺寸的鞋子？6. Im afraid we dont have anything in your size. 恐怕我们没有适合你的尺码。7. Here i
15、s a pair in your size. 这双是你穿的尺码。顾客谈论尺寸常用语1. I want a medium-size one. 我要中号的。2. Im looking for a size 39 T-shirt. 我想要一件39码的T恤。3. Have you got a bigger size? / Have you got a size large? 大一点的尺寸你们有码？4. Its my size. 这是我的尺寸。5. This is the right size. 这尺寸还好！顾客要求调货退款1.How can I wear it whose buttons flied
16、away during the past three days? 刚买了3天，纽扣就掉的全部都找不到，你说这衣服我怎能穿？1. Its little longer. Can you change one for me?这件有点长，你能帮我换一件吗？2. Do you want to wash your hands of it? Its you who sold it to me.你想逃避责任吗，要知道，是你卖给我的。3. Ok, let me see you boss.好吧，让我见你们老板。4. I beg your pardon, but I really prefer the grey o
17、ne to this perfect white one. Ill pay extra money if change it for me.请原谅，我其实更喜欢这个灰白色的，而不是这个纯白色的。如果你给我换的话，我愿意额外付款。谈论质量1. What do you think of its quality? 你认为这个质量怎么样？2. Which kind is the most durable? 哪种最耐用?3. Our wears are always dependable. 我们的商品是信得过的。4. Its of good quality. 这是优质品。5. The quality i
18、s excellent. 这质量很好。6. Its of the highest quality. 这个是高质量的。7. Its very durable. 这很耐用。8. Its guaranteed for three years. 这商品保用3年。9. It wears well and keeps its shape. 这个耐穿且不走样。售货员询问颜色常用语1. What color do you like? 你喜欢什么颜色？2. What color? 你要什么颜色？3. Which color do you prefer? 你喜欢什么颜色？4. Whats your favorit
19、e color? 你最喜欢什么颜色？5. How about the color? 这颜色怎么样？6. Is this your favorite color? 这是你最喜欢的颜色吗？7. Do you want to see any more color? 你还想看看其他颜色吗？8. Which color do you prefer, pink or light green? 你想要哪一种颜色？粉红还是浅绿？9. Do you think its a bit too dark? 你认为颜色太暗了一些吗？10. Im sorry, but navy blue is the darkest w
20、e have in stock. 对不起，海军蓝是我们现有的最深的颜色了。11. The color is quite in fashion the year. 这是今年的流行色。顾客挑颜色常用语1. Please show me the blue one. 请把那件蓝的给我看看。2. I want something in light color. 我要浅色的。3. I prefer a different color. 我喜欢另一种颜色。4. Id like something plain and quiet. 我要朴素，淡雅的。5. Its a bit too garish. 这个有点花
21、哨。6. That color suits my complexion. 那颜色适合我。7. Yellow becomes me. 黄色很称我。8. Doesnt it fade? 这个不会褪色吧？9. Will the color in this material fade? 这料子不会褪色吧？10. The purple blouse goes well with my skirt. 这件紫色的衬衫和我的裙子很配。售货员谈论式样用语1. Do you like this design? 你喜欢这种图案么？2. How do you like this pattern / style? 你觉
22、得这个花样、式样怎么样？3. What do you think of the style? 你觉得这个式样怎么样？4. What kind would you like to see? 你想看什么式样的？5. What style of coat would you like to buy? 你想要什么式样的外套？6. What style do you prefer? 你喜欢什么式样的？顾客谈论式样用语1. Is this the only design you have? 你们只有这种图案吗？2. Do you have the same design in red? 同样图案的你们有红
23、色的吗？3. Do you have any shirts that will fit me? 有我能穿的衬衫么？4. Is the style in fashion now? 这种式样现在流行么？评头论足1. Sleeveless dress looks really classy on you! 你穿上这件无袖连衣裙显的好高贵2. You baby doll looks straight out of the pages of Fashion. 你的娃娃套装就像直接从时尚杂志里穿出来的一样。3. This tank top is made for you. 这件背心超适合你。4. You
24、look amazing on that long sleeve blouse! 你穿上这件长袖女士衬衫看起来棒极了！5.That color doesnt flatter many people, except you. 很多人都不合适那种颜色，可你不同。6. Anything looks good on you. 你真是衣服架子，穿什么都好看。7. You look so dazzling with that yellow sweatshirt and checked shirt. 你穿上这件黄色休闲衫和方格裙子看起来很迷人。8. Loose fitting clothes made wi
25、th natural materials is my suggestion for you. 我建议你穿天然材质的宽松衣服。9. Thats a very becoming dress. 那是一件很合身的服饰。Color 颜色What is the color of your shirt?你的衬衫什么颜色？What color are you wearing?你穿什么颜色衣服？Im in grey/ blue/ yellow/ white/ black/ red/ orange/ purple/ brown/ light blue/ dark blue/ transparent today.N
26、umber 数字one, two, three, four, five, six, seven, eight, nine, ten, eleven, twelve, thirteen, fourteen, fifteen, sixteen, seventeen, eighteen, nineteen, twenty, thirty, forty, fifty, sixty, seventy, eighty, ninety, one hundred, thousand, million, billionSize 尺寸Whats your size? 你多大尺寸？What size do you wear? 你穿多大尺寸？May I measure your size? 我可以量一下你的尺寸吗？S Small 小号 M Medium 中号L Large 大号XL Extra large 超大号Free Size 均码12.30.202201:5001:50:0422.12.301时50分1时50分4秒12月. 30, 2230 十二月 20221:50:04 上午01:50:042022年12月30日星期五01:50:04
