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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 expensive. 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 discou
