商场导购英语教案设计.doc

教 案
PPT1：封面
“Shopping Guidance Service——商场英语导购服务”
PPT2：1分钟
Teaching Aims:
After this lecture, we should be able to:
1. work well as a receptionist of a department store.
2. grasp vocabularies and useful expressions about shopping guidance.
PPT3: 20分钟
Lead-in
The layout of a department store
The first floor:
The second floor:
The third floor:
The fourth floor:

Cosmetics, men's wear, stationery, underwear, women's wear, electronics, sports goods, clothes , toys, handicrafts, shoes, accessories, children's garments, sportswear, vision and lighting视觉和照明, bridal wear, maternity wear孕妇装, men's suits, ladies outerwear, ladies' evening wear, china and glass, ladies accessories, toiletries, pharmacy, jewelry & watches, Tobacco, alcohol and tonic medicines, household goods, books store, furniture, beauty and hair。
Other facilities:
Toilets, lifts, escalators, rest area…
PPT4：

Situation:
This is the information desk in CHONGSHANG department store. In this class, you are required to act as receptionists. The following questions are what you need to think about
PPT5: 20分钟
Etiquette for receptionist
smile

PPT

PPT

standing

Clothing

PPT
Dos &Don'ts
Dos
l. Always greet customer with a smile.
2. Be polite, friendly and courteous.
3. Have a positive attitude at all times.
4. Listen attentively when others speak.
Don'ts
L Hover around client without speaking to them.
2. Arguing with customers or co-workers.
3. Being too pushy.
4. Eating chewing gums and smoking in the presence of customers.
5. Speaking in aloud and harsh voice.
PPT5: 10分钟
Group discussion:
“what are the job responsibilities of reception desk?”

PPT6:
commodity promotion, direction guidance, paging service, the lost and found service, making out the invoices, membership card management, packing, broadcasting, complaint handling, preferential measures, gift issue……

PPT6:
Oral Practice
Broadcasting service (插入广播图片)
Task 1
Situation 1:
Group Work:
You are required to write broadcast scripts for welcome and farewell in English.
Time for preparation: 15 minutes
PPT7：Samples:
插入两段商场广播音频
PPT:8：（准备 20分钟，展示20分钟）
Oral Practice
Paging service
Situation 2:
Pair Work:
A customer named Shirley told you that she could not find her 6-year-old son. Please help her with your paging system.
Information about her son: Daniel, in a blue sportswear and a white sport shoes, About 1.4 meters.
Please make up a dialogue with your partner.
Situation 3:
Pair Work:
A customer picked up a mobile phone and hand it to you. Please find the loser by broadcasting.
Please make up a dialogue with your partner.
Time for preparation: 10 minutes
PPT9:
Samples:
Situation2:
Shirley: Excuse me. I seem to have lost my son.
Announcer: Take it easy, madam. And speak slowly. May I have your name first?
Shirley: Shirley.
Announcer: What's your son's name, please?
Shirley: Daniel.
Announcer: Can you describe his appearance to me?
Shirley: He is in a blue sportswear and a white sportsshoes. About 1.4 meters.
Announcer: OK, I see. Dear Daniel, please come to the broadcasting station when you've heard this, your mother is waiting for you. If other tourists see a boy in a blue sportswear and a pair of white sportsshoes, 1.4 meters, please ask him to go to the broadcasting station. Thank you!
PPT10:
Situation 3:
Dear customers and colleagues, if you lost a NOKIA mobile phone, please go to the broadcasting station. Thank you !

PPT11:
Other service

Situation 4:（10分钟准备；15分钟展示）
Please give directions to customers according to the layout of the department store above.
A: you are a customer looking for the perfume, but you don’t know where the counter is. So you ask the receptionist for help.
B: you are the receptionist. Please help the customer by giving direction.
Linking-up 知识链接
counter 　　柜台
stall, stand 　　售货摊
show window 　　橱窗
show case　　 玻璃柜台
shelf 　　货架
cash desk, cashier's desk 　　收银处
price tag 　　标价签
prices are fixed, fixed prices 　　有定价
discount 　　打折扣
change 　　零钱
to keep the bill 　　留发票
to wrap up 　　包装
free of charge 　　不收费
to deliver 　　送
sold out, out of stock 　　售空
shop assistant, salesman 　　售货员
saleswoman 　　女售货员
glassware counter 　　玻璃器皿部
enamel ware 　　搪瓷器皿
haberdashery 　　男子服饰用品
confectionery 　　糖果糕点
cosmetics 　　化妆用品
stationery 　　文具
fabrics 　　纺织品
dry goods　　 服装
ready-made clothes,　 成衣，现成服装
men's wear 　　男服
women's wear 　　女服
underwear　　 内衣裤
sports goods, athletic equipment 　　体育用品
sundries 　　零星小物
toilet articles　　 盥洗用品
towel 　　毛巾
handkerchief 　　手帕
toilet soap 　　香皂
shampoo 　　洗发香波
soap 　　肥皂
laundry soap 　　洗衣皂
soap powder 　　肥皂粉
soap flakes 　　皂片
medicated soap 　　药皂
detergent 　　洗衣粉
cleanser 　　去污粉
tooth paste 　　牙膏
tooth brush 　　牙刷
cosmetics 　　化妆品
lip stick　　 口红，唇膏
face powder 　　粉
powder puff 　　粉扑
cold cream 　　香脂
perfume, scent 　　香水
watch, wrist watch 　　表，手表
watch band 　　表带
watch chain 　　表链
clock 　　 钟
alarm clock　　 闹钟
umbrella 　　雨伞
parasol, sun umbrella 　　阳伞
knapsack 　　背包
handbag 　　女手提包
briefcase, portfolio 　　公事包
travelling bag　　 旅行包
suitcase 　　手提箱
trunk 　　大衣箱
magnifying glass　　 放大镜
binoculares 　　望远镜
smoking set　　 烟具
lighter 　　打火机
jewelry, jewels 　　首饰，珠宝
jewel case　　 首饰盒
ornaments 　　装饰品
ring, finger ring 　　戒指
necklace 　　项链
brooch 　　胸针
pendant 　　坠子
bracelet 　　镯子
chain bracelet 　　手链
ear ring 　　耳环
trinket 　　小饰物
safety-pin 　　别针
cuff-link 　　袖扣
diamond 　　钻石
gold jewelries 　　金饰
silver jewelries 　　银饰
pearl 　　珍珠
imitation 　　仿制品
genuine 　　真的
fake 　　假的
baby's cot, crib 　　婴儿床
cradle 　　摇篮
diaper, napkin　　 尿布
feeding bottle, feeder 　　奶瓶
teat, nipple 　　橡皮奶嘴
dummy, comforter 　　假奶嘴
perambulator 　　儿童车
go-cart, walker, baby-walker 　　儿童学步车
rocking-horse 　　摇马
scooter 　　踏板车
child's tricycle 　　儿童三轮车
razor 　　剃刀
safety razor 　　保险剃须刀
electric razor 　　电剃刀
razor blade 　　刀片
shaving brush 　　剃须刷
shaving cream　　 剃须膏
comb 　　梳子
hair pin 　　发夹
hair lotion 　　生发水
pomade 　　发膏
hair drier 　　吹风机
hair-curler 　　卷发夹
nail scissors　　 指甲剪
nail clipper 　　指甲夹
nail file 　　指甲锉
nail varnish, nail polish 　　指甲油
Build-up more skills 知识拓展
您好！欢迎光临！有什么我可以帮忙的吗？
Welcome to Suning! What can I do for you?
有什么可以帮您的？
May I help you?
帮您开票。

I’ll make an order fou you。

请您带着小票前往收银台交费，我带您去。

Please go to the cashier with the order,I’ll show you the way.
营：您先稍等一下，我帮您开票。
Please wait for a moment,I’ll make an order fou you.
顾：好的。
OK.
……
营：这是您的会员卡，请您带着会员卡前往收银台交费，我带您去。
Please go to the cashier with the membership card. ,I’ll show you the way.
顾：谢谢。
Thanks

（讲解商品保修)如果您买的商品有任何质量问题，请携带鉴定报告和发票到店里来，7天内包退，15天内包换，一年内免费保修。

If the goods you bought has any quality problem,please bring your invoice and inspection reports to the shop, return/exchange/repair services will be offered within seven days,exchange or maintenance service will be offered within fifteen days; repair service will be free of charge within one year.
营：随时为您服务！
Any time!
营：请至总台处包装。欢迎您下次光临。
Please go to the Reception to have your goods packed. Welcome to Suning again!
It’s over there.(在那边)
This way please!(请这边走)
Follow me,please! (请跟我来)
Go ahead,please!(一直往前走)
Go ahead and then turn right\left.（前走右\左拐）
On the second\third\fourth\fifth floor.（在二\三\四\五楼）
Please use the escalator to the fourth floor.(请乘电梯至四楼)
PPT: GROUP WORK
典型情境：会员卡咨询办理；处理顾客投诉
Situation 1: membership card dealing (60 minutes)
Task 1: Making out the application form for membership （10 minutes）
Task 2: carrying out the preferential measures for membership (15 minutes)
Task 3: making up a dialogue. One is the receptionist, one is the applicant for membership card. (15minutes)
Act out( 20 minutes)
Samples and examples:

Situation 2:complaint handling
Task 1:
You: a customer.
Your partner: sales assistant
Suppose you bought a skirt which had a hole, you didn’t notice it. You are going to the department store and see how to solve this problem.

PPT
Linking-up
Complaining ut goods or services:
I’d like to make a complaint, please.
I don’t like to complain, but I’ve had a lot of trouble with…
I’m sorry. I’m not at all satisfied with your…
I have a compliant regarding your…
I want to complain about the quality of…
This kind of service just isn’t good enough.
Can I have my money back on…?
PPT
Dealing with the complaint
What’s the matter, lease?
Which type of product did you buy?
Please show me your shopping voucher.
What’s the date did you buy?
How did you use it?
I will report it to my manager immediately.
We won’t repair it until you are pleased.
Please don’t worry more.
Return service
After-sale service
Sorry, that’s our mistakes.
Thanks for your valuable suggestions.
PPT: PRACTICE
Take turns to practice the conversation about shopping.
Suggested situation:
Complaining
Person searching
Lost and found
Card management
Shopping guidance
Give directions

PPT SUMMARY
By the end of this part, you are required to
1. get some knowledge and words about shopping guidance.
2. know how to work as a receptionist in a department store.

Thank you!
10