★三、服務英語說明：1.Q：顧客提問A：員工回答或詢問2./表示可替換的詞語，（）表示可省略的詞語3.黑色字體與紅色斜體的間隔表示“意群”，相當于中文的“斷句”，單個意群內的詞語最好不要斷開說。第一部分公共英語（一）常用問答Q：請問洗手間/客梯/自動扶梯在哪兒？Whereisthetoilet/lift/escalator?A：在前面/后面/左面/右面，請您向前/后走，往左/右拐。/我帶您去，請跟我來。Onthefront/Backoverthere/Ontheleft/Ontheright,pleasegoahead/backandturnleft/right./Pleasefollowme,I’llshowyoutheway.Q：去皇冠酒店怎么走？HowtogettotheCrownPlaza?A：從一樓華倫天奴柜臺旁邊出去，乘電梯可以到達酒店。GooutbythecounterofVALENTINOandtakethelifttothehotellobby.Q：請問哪兒有超市？Whereisthesupermarket,please?A：超市在六樓。It’sonthesixthfloor.Q：外幣/美元/港幣兌換在哪里？WherecanIexchangeforeigncurrency/USdollar/Hongkongdollar?A：請您去6F顧客服務中心兌換。PleasegototheCustomerServiceCenteronthesixthfloor.Q：顧客服務中心/咨詢臺在哪里？WhereistheCustomerServiceCenter/theInformationDesk?A：在六樓/在一樓大廳。It’sonthesixthfloor/inthehallofthefirstfloor.Q:有自動存包柜嗎?Isthereanylocker?A:是的，您的小件商品可以存放在二、三、六樓自動存包柜。Yes.Smallitemscanbekeptinthelockeronthesecond,thirdandsixthfloors.Q：我在哪里可以租借童車？/我在哪里可以借到雨傘？WherecanIleaseastroller?/WherecanIborrowanumbrella?A：在顧客服務中心或咨詢臺。AttheCustomerServiceCenterorattheInformationDesk.Q：有免費飲用水提供嗎？Isthereanyfreedrinkingwatersupplyservice?A:有，在三樓休息區Yes.it’sattherestingareaonthethirdfloor.Q：今天幾點開門營業、何時打烊？What’syourbusinesstimefortoday?A：9:30開門營業，晚上10：00（10：30）打烊。Thestoreopensat9:30am.andclosesat10:30pmtoday./From9:30amto10:30pm.Q:哪里可以進行禮品包裝?WherecanIhaveitwrapped?A:在六樓蘭思專柜，是收費的。YoucangototheLanzonthesixthfloor，andthereisafeetothatservice.Q:是否可以送貨?Canyoudeliverthegoodsforme?A:我們可以幫您把貨送到金鷹停車場或出租車停靠站。Yes,wemaydeliverthegoodsforyoutotheGoldenEagleparkinglotorthetaxistop.Q：如果我要退換商品，怎么辦理？IfIwanttoreturnorexchangethegoods,howcanImanageit?A：十天內可以到顧客服務中心辦理退換貨。YoucanexchangeorreturnitattheCustomerServiceCenterwithin10daysfromyourpurchasing.Q:哪里有______賣？WouldyoupleasetellmewhereIcanget_______(whereisthe__________)?A:您需要的商品在1/2/3/4/5/6樓，我帶您去吧。It’sonthefirst/second/third/fourth/fifth/sixthfloor.Pleasefollowme.I’llshowyoutheway.Q:哪里可以用餐？WherecanIhavemeal?A:六樓的悠仙美地餐廳可以用餐。YoucanhavemealatYos-miteonthesixthfloororthecoffeeshopnexttoit.Q：請問這里有廣播尋人的服務嗎？我和我的朋友/孩子走失了。Isthereanyserviceforfindingfriends/childbybroadcasting?Ilostmyfriends/child.A：有的，我們設法替你廣播尋人。Yes,we’lltrytofindthembybroadcasting.不清楚的問題可回答:A:您稍等一下，我幫您找管理人員問一問。Pleasewaitamoment,I’llasksomeoneforhelp.A：對不起,這個問題我不太清楚,請您到1樓咨詢臺或6樓顧客服務中心問一下。Sorry,I’mnotsureaboutthis.PleaseconsultsomeoneattheInformationDeskorattheCustomerServiceCenter.（二）必要提醒對不起，請不要在商場里吸煙/拍照。Sorry,nosmoking/photographingintheshoppingcenter.請小心看管好您的錢物和隨身物品。Pleasetakegoodcareofyourmoneyandpersonalbelongings.您可以到六樓領券處領券/停車券。Youcangetcoupons/parkingcouponsatthesixthfloor.請當面檢查好您所購的商品。Pleasecheckthemerchandiserightatthesiteofpurchasing.這是易碎商品，請您留心。Thisisfragilemerchandise,pleasebecareful.請您看管好您的孩子。Pleasetakegoodcareofyourchild.對不起，我們已經打烊了，歡迎您明天再來。Sorry,weareclosed.Welcomebackheretomorrow.（三）數字英語1~100:one1two2three3four4five5six6seven7eight8nine9ten10eleven11twelve12thirteen13fourteen14fifteen15sixteen16seventeen17eighteen18nineteen19twenty20twenty-one21(依此類推，后同)thirty-one31forty-one41fifty-one51sixty-one61seventy-one71eighty-one81ninety-one91onehundred100例(forexample):100.5元：onehundredpointfiveyuan101元：onehundredandoneyuan975.35元：ninehundredandseventy-fivepointthirtyfiveyuan1000元：onethousandyuan1805元：onethousandeighthundredandfiveyuan時間英語：上午9:30──ninethirty/halfpastninea.m./inthemorning晚上10點──teno’clockp.m./intheevening現在幾點了？Whattimeisit?11:10──Eleventen/Tenpasteleven.11:15──Elevenfifteen/Aquarterpasteleven.11:25──Eleventwenty-five/Twenty-fivepasteleven.11:30──Eleventhirty/Halfpasteleven.11:40──Elevenforty/Twentytotwelve.11:45──Elevenforty-five/Aquartertotwelve.11:55──Elevenfifty-five/Fivetotwelve.12:00──Twelve/Twelveo’clock.第二部分營業專用英語（一）銷售常用語售前：A：先生/女士，早上/中午/下午/晚上好！Goodmorning/noon/afternoon/evening,sir/madam.A：歡迎光臨，請隨便看看。Welcome,pleasetakeyourtimetohavealook.A：歡迎光臨XX專柜。WelcometoXXcounter.售中：A：有什么可以幫您的嗎？MayIhelpyou？Q：我只是隨便看看Iamjustlookingaround.A:歡迎，請您慢慢的欣賞。您要是覺得喜歡可以試一下。Welcome，pleasetakeyourtime.Youcantrywhatyoulike.Q：小姐，能幫我推薦一下嗎？Miss,canyourecommendsomethingforme?A：可以，您看這件怎么樣。這種顏色/款式是今年最流行的。Certainly,howaboutthisone?Thisisthemostpopularcolour/stylefortheyear.Q：請幫我拿這件看看/試試。Pleasegetthisforme,Iwanttohavealook/try.A：您需要多大尺寸的？請您稍等，我去幫您拿。What’syoursize?Pleasewaitamoment,Iwillgetitforyou.A：很抱歉，我們沒有您需要的尺碼，請留下您的姓名、電話，貨一到，我會通知您！Sorry,wedon’thaveyoursizeinstock.Pleaseleaveyournameandtelephonenumber.Whenwehavegotyoursize,Iwillcontactyouassoonaspossible.A：您要的款式已賣完了，要不要幫您訂購一件？Thestyleyouwanthasbeensoldout,wouldyouliketoorderone?A：對不起，讓您久等了，試衣間在那邊。Sosorryforhavingkeptyouwaiting,thefittingroomisoverthere.A：您覺得怎么樣？如果不滿意我再給你拿其他幾種式樣/顏色看看。Howdoyoulike?Ifyoudon’tlikeit,letmegetyousomeotherstyles/colors.Q：這是哪兒產的？什么材料做的？Whereisitmade？Whatisitmadeof?A：中國，它是用棉/亞麻/絲/尼龍/滌綸制造的。It’smadeinchina,itismadeofcotton/flax/silk/nylon/polyesterfiber.Q：多少錢？能打折嗎？Howmuchisit?Anydiscount?A：對不起，不打折。只有本店VIP卡才能享受折扣。Sorry,nodiscount.ButsomeforstoreVIPcardowner.A：我們打8/9/3折。Yes,thereis20/10/70percentoff.A：請問您是刷卡還是現金消費。Doyoupaybycreditcardorincash?A：請您（出示VIP卡），到收銀臺付款。Please（showyourVIPcardand）payatthecashiersoverthere.售后：請您檢查一下您的貨品，我給您打包了。Pleasecheckyourmerchandise.I’llwrapitforyou.您可以辦理一張VIP卡，以后消費時可以享受相應的折扣。YoucanapplyforaVIPcardtoenjoydiscountnexttime.您還需要買些什么嗎？Whatelsedoyouwant?這是送給您的贈品，請拿好。Thisisourgiftforyou.Hereyouare.特例特價商品售出后無質量問題不能退換。Youcan’treturnonsale(discounted)merchandisewithoutanyqualityproblem.這是您的商品，請拿好。Hereareyourthings/goods.您慢走，歡迎下次光臨。Thankyou,welcomebackagain.（二）各品類常用語鞋類這雙鞋是牛皮/豬皮/羊皮的，穿起來很舒適。Thispairofshoesismadewithcowleather/pigskin/sheepskin,verycomfortable.請注意定期保養鞋子。Pleasebesuretomaintainyourshoesonregularbasis.這款鞋很適合你的氣質，而且它的品質也相當高，您可以考慮購買。Thispairofshoessuitsyouverymuch,andit’sofhighquality,Itwouldbeagoodbuy.化妝品類Q：這是男用還是女用的？Isthisformaleorfemale?A：是男/女用的。It’sformale/female.化妝品無質量問題概不退換。Ifthecosmeticshasnoqualityproblem,norefundallowed.專有名詞：唇膏、眼影、腮紅、粉餅、睫毛膏、眉筆、香水lipstick、eyeshadow、cheekcolor、powder、mascara、liner、perfume.黃金珠寶類專有名詞：黃金；鉑金PT950、PT900、18K金；銀；玉；水晶。Gold；platinumgoldPT950,PT900,18Kgold；silver；jade；crystal.Q：多少錢1克/克拉？Howmuchforonegram/caratgold?A：XXX元。Q：這個戒指的指圈多大？What’sthesizeofthering?A：9號-18號的。Fromninetoeighteen.專有名詞：鉆石、珍珠、水晶、藍寶、紅寶、翡翠、貓眼、瑪瑙。Diamond、pearl、crystal、bluetreasure、redtreasure、jadeite、cat’seye、agate.鐘表類Q：表帶是什么材質的？Whatmaterialisthewatchchainmadeof?A：是鋼/金/高科技陶瓷……。Itissteel/gold/high-techceramics…….Q：表面是什么材質的？Whatmaterialisthesurface?A：藍寶水晶/玻璃面/礦物水晶……。Bluecrystal/glass/mineralcrystal…….Q：手表是什么性能？Whatarethespecificfunctionsthatthewatchhas?A：電子/機械/石英/光動能……。Itiselectronics/machine/quartz/lightkineticenergy…….手表帶的大小是否合適？Doesthesizeofthewatchchainsuityouwell?這款表是鍍金/鍍銀的。Thiswatchisplatedwithgold/silver.服飾類Q：這是什么面料的？What’sthematerial?A：這件衣服的面料是棉/亞麻/絲/尼龍/滌綸……。Thisclothesismadeofcotton/flax/silk/nylon/polyesterfiber…….您喜歡哪一件？您感覺哪件更好,這件還是那件?我覺得您穿這件更好看。Whichonedoyouprefer?Youarelookedbetterinthisone.您穿這件很合身。It/Thisonefitsyouwell.您的眼光真好，這是我們的限量款。Yourtasteisreallygreat,wehavelimitedquantityinthisstyle.這件衣服只能干洗，不能水洗，請注意！Thisclothesisgoodfordrywashonly,notwaterwash,pleasebeaware!這件衣服需要單獨洗，不能混合洗。Thisclothesneedstobewashedseparately,thatcannotbemixedwithothers.這件衣服只可手洗不可機洗。Theclothesisgoodforhandwashonly,notmachinewash.這件衣服不能暴曬，只能陰干。Theclothescan'tbedrieddirectlyunderthesun.Dryinshadeonly.這條褲子是免燙的。Thispantsisironfree.我們提供褲裝修改服務,在三樓、四樓。Weprovidetrousersalterationservice.Itisonthethirdandfourthfloors.眼鏡類請問您是要配眼鏡還是買太陽鏡？Doyouwanttobuyglassesorthesunglasses?您的度數是多少？要不要幫您驗光？What’syourdegree?Doyouwanttohaveyourvisionexamfornow?Q:這個眼鏡的鏡片是什么材料做的？What’sthematerialofthispairofeyeglasses?A:是塑料/玻璃/樹脂的。It’sofplastics/glass/resin.（三）促銷活動用語Q：我有VIP卡，可以打折嗎？IhavetheVIPcard,mayIgetadiscount?A:對不起，本柜不使用VIP卡，不參加本次活動，但享受VIP積分。Sorry,ourcounterdoesn’ttakeVIP