1、Customer Service ProcessFirst impressions 第一印象1. Greeting the customer 招呼顧客 saying it with a brighter smile and polite 微笑，有禮貌a. Hello,/ Hi - 您好b. How are you? / How do you do?- 您怎么樣？c. Good day, good morning , good after noon , good eve ning - 早上好，中午好，晚上好d. It' s great (good) to see you. / Glad

2、to meet you. - 很高興見到您e. It' s great (good) to see you again .- 很高興再次見至U您f. Welcome to our restaura nt/ shop/store .- 歡迎光臨我們飯店 / 專賣店g. Hope you enjoy your meal. - 希望您用餐愉快2. Helping the customer - 協助顧客 recommend items of its one of our popular items 推薦流行飾品 pay attention to customer's need關注顧客需

3、求a. Can (May) I help you? -我能為您服務嗎b. What can I do for you? -我能為您做些什么c. Is there anything I can do for you? -我能為您做些什么d. Can I get you anything else?- 我能為您做些什么e. I ' m always at your service.- 我總是為您服務f. Would you like to try our famous food?- 您愿意試試我們的餐點嗎?3. Cashier work出納員的工作a. How to count.-怎么數數

4、b. Receiving and verifying cash or credit / charge card payments.-收銀，找零，信用卡付賬，現金付賬c. Correctly giv ing cha nge and issu ing receipts.-正確收銀，開發票d. Assisting in attending to customers on a“first come first serve ” basis. -“先來先服務”e. Up-keep ing of clea nli ness at the cash ing point / area.-收銀臺的清潔衛生i.To

5、tal amount is - 總數是ii.The amount is- 總數是iii.That would be- 總數是iv.Here 's your change.- 這是找零v.Thank you.-謝謝vi.Please come again .-歡迎再次光臨基本數字one, two, three, four, five, six, seven, eight, nine, ten, eleven, twelve, thirteen, fourteen, fifteen, sixteen, seventeen, eighteen, nineteen, twenty, thirt

6、y, forty, fifty, sixty, seventy, eighty, ninety, one hundred, thousand,million, billionMoney counting - 錢的計算1 cent-1 分5 cent-5 分10 cent-1 毛50 cent-5 毛1 dollar-1新幣5 dollar- 5 新幣Eg. SGD122.80 one hun dred and twenty two dollars and eighty cents onlySGD7.28- seven dollars and twenty eight cents only4.

7、Saying goodbye -告另U make sure the customer is satisfied. Thank your customer for coming in to your (business) shop.確保顧客滿意，謝謝顧客光臨a. Goodbye.-再見b. See you again .-再見c. Goodbye and thank you for coming.- 再見，歡迎光臨d. Goodbye and hope to see you again . - 再見，歡迎光臨e. Have a nice day. / Have a good time.- 祝您玩

8、得愉快f. It was a pleasure seeing you .- 很高興見到您5. Directions -方向 make sure give the clear directions to customer.確保給顧客正確指向e.g. Where is the toilet? - 廁所在哪里？a. Tur n left. -向左轉b. Turn right.-向右轉c. Go straight .-直走d. In front of.- 前面e. Opposite of .-相反f. Beside of.-旁邊g. Behind of.-后面h. Between. - 在中間ICro

9、ss the road. - 過馬路JPass along. -過去K Pass by.-過去L Pass through. 穿過In quiry詢價請問，多少錢？這個賣多少錢？ 這個要多少錢？ 這值多少錢？ 這個你賣多少錢？ 這個賣多少錢？顧客詢價常用語1. How much, please?2. What does it sell for?3. How much does it cost?4. What ' s it worth ?5. How much do you sell it?a suit made of this material cost6. How much do y

10、ou want / ask for it?7. How much would用這種料子做的一套衣服要多少錢？售貨員報價常用語1. The price depends on2. It ' s priced at 120 dollars.the quality of leather.3. They are very good for the price.4. The size5. It comes to $200.6. They are sold by the set.7. They are five yuan each.售貨員講價用語1. It 's real bargain .

11、2. The price is moderate enough.3. We don 't give discounts .4. It 's our standard price.5. It 's the preferential price.6. It ' s the preferential price.makes no difference in price.價格根據皮的質量而定。 這個定價 120 美元。 論價格，這些是很不錯的。統一價格。一共 200 美元。他們按套出售。每個 5 元。這是真正的便宜貨。價格夠便宜了。我們不打折。這是我們的標準價。 這是優

12、惠價。 這是平價。7. It ' s market / selling price.8. That ' s almost cost price.9. No discount.10. Why not buy it, with the 50% discount.11. That 's the best we can do.12. I 'll meet you half way.13. It ' s worth the price.顧客還價常用語1. Can you cut the price a bit2. Can you come down a bit?3

13、. This is nice, but I suppose it4. That is shocking!5. That is too dear / expensive.6. It ' s more than the usual price.7. The price is notreasonable.8. Can you sell it for 3 yuan?9. I can give you no more than 20 yuan.這是市場 / 零售價。 這幾乎是成本價。不打折。 打五折啊，為什么還不買呢？ 我們不能再讓了。我讓一半。值這個價。s quite expensive.你可

14、以便宜點嗎？能便宜點嗎？ 東西不錯，但是我覺得貴了。貴的驚人！太貴了。這比一般價格貴！這價格不公道。3 元你賣嗎？我最多只能給 20 元。10. He offered me 20 percent discount, but I refused. 他給我打八折，可我拒絕了。售貨員談論尺寸常用語1. What size (would you like/ want)?2. What size do you take/ want/ wear?3. What ' s your size?4. May I ask what the size is?5. What size shoes do you

15、 wear?6. I'm afraid we don ' t have anything in your size.7. Here is a pair in your size.顧客談論尺寸常用語1. I want a medium-size one.2. I ' m looking for a size 39 T-shirt.3. Have you got a bigger size? / Have you got a size large? 大一點的尺寸你們有碼？4. It ' s my size.5. This is the right size.你要多大

16、尺寸？你要什么尺寸？ 請問你要多大尺寸？ 請問你要多大尺寸？ 你穿多大尺寸的鞋子？ 恐怕我們沒有適合你的尺碼。 這雙是你穿的尺碼。我要中號的。我想要一件 39 碼的 T 恤。這是我的尺寸。這尺寸還好！顧客要求調貨退款1.How can I wear it whose buttonsflied away during the past three days剛買了 3 天，紐扣就掉的全部都找不到，你說這衣服我怎能穿？1. It's little longer. Can youchange one for me?這件有點長，你能幫我換一件嗎？2. Do you want to wash yo

17、ur hands of it ? It ' s you who sold it to me.你想逃避責任嗎，要知道，是你賣給我的。3. Ok, let me see you boss. 好吧，讓我見你們老板。4. I beg your pardon, but I really prefer the grey one to this perfect white one.I 'll pay extra money if change it for me. 請原諒，我其實更喜歡這個灰白色的，而不是這個純白色的。 如果你給我換的話， 意額外付款。我愿談論質量1. What do you

18、 think ofits quality?2. Which kind is the mostdurable ?3. Our wears are alwaysdependable.4. It ' s of good quality.5. The quality is excellent.6. It ' s of the highest quality.7. It ' s very durable.8. It ' s guaranteed for three years.你認為這個質量怎么樣？哪種最耐用 ?我們的商品是信得過的。這是優質品。這質量很好。這個是高質量的

19、。這很耐用。 這商品保用 3 年。 這個耐穿且不走樣。售貨員詢問顏色常用語1. What color do you like?2. What color?3. Which color do youprefer4. What 's your favorite color5. How about the color?6. Is this your favorite color?7. Do you want to see any more color?8. Which color do you prefer, pink or light green? 你想要哪一種顏色？粉紅還是淺綠？9. D

20、o you think it' s a bit too dark?10. I ' m sorry, but navy blue is the darkest we have 對不起，海軍藍是我們現有的最深的顏色了。11. The color is quite in fashion the year. 顧客挑顏色常用語1. Please show me the blue one.2. I want somethingin light color.3. I prefer a different color.4. I 'd like somethingplain and qu

21、iet .5. It ' s a bit too garish .6. That color suits my complexion.7. Yellow becomes me .8. Doesn ' t it fade ?9. Will the color in this material fade?你喜歡什么顏色？你要什么顏色？你喜歡什么顏色？ 你最喜歡什么顏色？ 這顏色怎么樣？ 這是你最喜歡的顏色嗎？ 你還想看看其他顏色嗎？你認為顏色太暗了一些嗎？ in stock .這是今年的流行色。請把那件藍的給我看看。 我要淺色的。 我喜歡另一種顏色。 我要樸素，淡雅的。這個有點花哨

22、。那顏色適合我。 黃色很稱我。這個不會褪色吧？ 這料子不會褪色吧？9. It wears well and keeps its shape.售貨員談論式樣用語1. Do you like this design ?2. How do you like thispattern / style3. What do you think of the style?4. What kind would you like to see?5. What style of coat would you like to buy?6. What style do you prefer ?你喜歡這種圖案么？ 你覺得

23、這個花樣、式樣怎么樣？ 你覺得這個式樣怎么樣？ 你想看什么式樣的？ 你想要什么式樣的外套？ 你喜歡什么式樣的？顧客談論式樣用語1. Is this the only design you have?2. Do you have the same design in red?3. Do you have any shirts that will fit me?4. Is the style in fashion now?你們只有這種圖案嗎？同樣圖案的你們有紅色的嗎？有我能穿的襯衫么？ 這種式樣現在流行么？評頭論足1. Sleeveless dress looks really classy on

24、 you! 你穿上這件無袖連衣裙顯的好高貴2. You baby doll looks straight out of the pages of Fashion . 你的娃娃套裝就像直接從時尚雜志里穿出來的一樣。3. This tank top is made for you . 這件背心超適合你。4. You look amazing on that long sleeve blouse! 你穿上這件長袖女士襯衫看起來棒極了！5.That color doesn' t flatter many people, except you.很多人都不合適那種顏色，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 c