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CustomerServiceProcessFirstimpressions—第一印象1.Greetingthecustomer—招呼顾客----sayingitwithabrightersmileandpolite—微笑，有礼貌a.Hello,/Hi–您好b.Howareyou?/Howdoyoudo?–您怎么样？c.Goodday,goodmorning,goodafternoon,goodevening–早上好，中午好，晚上好d.It’sgreat(good)toseeyou./Gladtomeetyou.–很高兴见到您e.It’sgreat(good)toseeyouagain.–很高兴再次见到您f.Welcometoourrestaurant/shop/store.–欢迎光临我们饭店/专卖店g.Hopeyouenjoyyourmeal.–希望您用餐愉快2.Helpingthecustomer–协助顾客----recommenditemsofitsoneofourpopularitems推荐流行饰品----payattentiontocustomer’sneed关注顾客需求a.Can(May)Ihelpyou?–我能为您服务吗b.WhatcanIdoforyou?–我能为您做些什么c.IsthereanythingIcandoforyou?–我能为您做些什么d.CanIgetyouanythingelse?–我能为您做些什么e.I’malwaysatyourservice.–我总是为您服务f.Wouldyouliketotryourfamousfood?–您愿意试试我们的餐点吗？3.Cashierwork–出纳员的工作a.Howtocount.–怎么数数b.Receivingandverifyingcashorcredit/chargecardpayments.–收银，找零，信用卡付账，现金付账c.Correctlygivingchangeandissuingreceipts.–正确收银，开发票d.Assistinginattendingtocustomersona“firstcomefirstserve”basis.--“先来先服务”e.Up-keepingofcleanlinessatthecashingpoint/area.–收银台的清洁卫生i.Totalamountis……--总数是ii.Theamountis……--总数是iii.Thatwouldbe……--总数是iv.Here’syourchange.–这是找零v.Thankyou.–谢谢vi.Pleasecomeagain.–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,onehundred,thousand,million,billionMoneycounting--钱的计算1cent--1分5cent--5分10cent--1毛50cent--5毛1dollar--1新币5dollar--5新币Eg.SGD122.80–onehundredandtwentytwodollarsandeightycentsonlySGD7.28–sevendollarsandtwentyeightcentsonly4.Sayinggoodbye–告别----makesurethecustomerissatisfied.Thankyourcustomerforcomingintoyour(business)shop.确保顾客满意，谢谢顾客光临a.Goodbye.–再见b.Seeyouagain.–再见c.Goodbyeandthankyouforcoming.–再见，欢迎光临d.Goodbyeandhopetoseeyouagain.--再见，欢迎光临e.Haveaniceday./Haveagoodtime.–祝您玩得愉快f.Itwasapleasureseeingyou.–很高兴见到您5.Directions–方向----makesuregivethecleardirectionstocustomer.确保给顾客正确指向e.g.Whereisthetoilet?–厕所在哪里？a.Turnleft.–向左转b.Turnright.–向右转c.Gostraight.–直走d.Infrontof.–前面e.Oppositeof.–相反f.Besideof.–旁边g.Behindof.–后面h.Between.–在……中间ICrosstheroad.--过马路JPassalong.–过去KPassby.–过去LPassthrough.穿过Inquiry–询价顾客询价常用语1.Howmuch,please?请问，多少钱？2.Whatdoesitsellfor?这个卖多少钱？3.Howmuchdoesitcost?这个要多少钱？4.What’sitworth?这值多少钱？5.Howmuchdoyousellit?这个你卖多少钱？6.Howmuchdoyouwant/askforit?这个卖多少钱？7.Howmuchwouldasuitmadeofthismaterialcost?用这种料子做的一套衣服要多少钱？售货员报价常用语1.Thepricedependsonthequalityofleather.价格根据皮的质量而定。2.It’spricedat120dollars.这个定价120美元。3.Theyareverygoodfortheprice.论价格，这些是很不错的。4.Thesizemakesnodifferenceinprice.统一价格。5.Itcomesto$200.一共200美元。6.Theyaresoldbytheset.他们按套出售。7.Theyarefiveyuaneach.每个5元。售货员讲价用语1.It’srealbargain.这是真正的便宜货。2.Thepriceismoderateenough.价格够便宜了。3.Wedon’tgivediscounts.我们不打折。4.It’sourstandardprice.这是我们的标准价。5.It’sthepreferentialprice.这是优惠价。6.It’sthepreferentialprice.这是平价。7.It’smarket/sellingprice.这是市场/零售价。8.That’salmostcostprice.这几乎是成本价。9.Nodiscount.不打折。10.Whynotbuyit,withthe50%discount.打五折啊，为什么还不买呢？11.That’sthebestwecando.我们不能再让了。12.I’llmeetyouhalfway.我让一半。13.It’sworththeprice.值这个价。顾客还价常用语1.Canyoucutthepriceabit?你可以便宜点吗？2.Canyoucomedownabit?能便宜点吗？3.Thisisnice,butIsupposeit’squiteexpensive.东西不错，但是我觉得贵了。4.Thatisshocking!贵的惊人！5.Thatistoodear/expensive.太贵了。6.It’smorethantheusualprice.这比一般价格贵！7.Thepriceisnotreasonable.这价格不公道。8.Canyousellitfor3yuan?3元你卖吗？9.Icangiveyounomorethan20yuan.我最多只能给20元。10.Heofferedme20percentdiscount,butIrefused.他给我打八折，可我拒绝了。售货员谈论尺寸常用语1.Whatsize(wouldyoulike/want)?你要多大尺寸？2.Whatsizedoyoutake/want/wear?你要什么尺寸？3.What’syoursize?请问你要多大尺寸？4.MayIaskwhatthesizeis?请问你要多大尺寸？5.Whatsizeshoesdoyouwear?你穿多大尺寸的鞋子？6.I’mafraidwedon’thaveanythinginyoursize.恐怕我们没有适合你的尺码。7.Hereisapairinyoursize.这双是你穿的尺码。顾客谈论尺寸常用语1.Iwantamedium-sizeone.我要中号的。2.I’mlookingforasize39T-shirt.我想要一件39码的T恤。3.Haveyougotabiggersize?/Haveyougotasizelarge?大一点的尺寸你们有码？4.It’smysize.这是我的尺寸。5.Thisistherightsize.这尺寸还好！顾客要求调货退款1.HowcanIwearitwhosebuttonsfliedawayduringthepastthreedays?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.It’slittlelonger.Canyouchangeoneforme?这件有点长，你能帮我换一件吗？2.Doyouwanttowashyourhandsofit?It’syouwhosoldittome.你想逃避责任吗，要知道，是你卖给我的。3.Ok,letmeseeyouboss.好吧，让我见你们老板。4.Ibegyourpardon,butIreallypreferthegreyonetothisperfectwhiteone.I’llpayextramoneyifchangeitforme.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.Whatdoyouthinkofitsquality?你认为这个质量怎么样？2.Whichkindisthemostdurable?哪种最耐用?3.Ourwearsarealwaysdependable.我们的商品是信得过的。4.It’sofgoodquality.这是优质品。5.Thequalityisexcellent.这质量很好。6.It’softhehighestquality.这个是高质量的。7.It’sverydurable.这很耐用。8.It’sguaranteedforthreeyears.这商品保用3年。9.Itwearswellandkeepsitsshape.这个耐穿且不走样。售货员询问颜色常用语1.Whatcolordoyoulike?你喜欢什么颜色？2.Whatcolor?你要什么颜色？3.Whichcolordoyouprefer?你喜欢什么颜色？4.What’syourfavoritecolor?你最喜欢什么颜色？5.Howaboutthecolor?这颜色怎么样？6.Isthisyourfavoritecolor?这是你最喜欢的颜色吗？7.Doyouwanttoseeanymorecolor?你还想看看其他颜色吗？8.Whichcolordoyouprefer,pinkorlightgreen?你想要哪一种颜色？粉红还是浅绿？9.Doyouthinkit’sabittoodark?你认为颜色太暗了一些吗？10.I’msorry,butnavyblueisthedarkestwehaveinstock.对不起，海军蓝是我们现有的最深的颜色了。11.Thecolorisquiteinfashiontheyear.这是今年的流行色。顾客挑颜色常用语1.Pleaseshowmetheblueone.请把那件蓝的给我看