本书是商店服务人员训练各种实务英语会话的必备指南。本书引进国外最新资讯，简明扼要地为您解说百货商店如何运用各种售后服务及专业知识，每篇均有详尽生动的会话实况，并附深入浅出的中文解说。本书融合了服务英语的实用性、活泼性和专业性，帮助您迅速拥有英文听、说、写、读的实力，囊括了应对顾客的技巧以及百货业、店面、卖场、世界名牌等最新资讯，是您求职、入行、在职、进修的最佳助手。

PART A 接待基本会话Basic Usage

1.招呼用语/2

May I help you?

2.听不懂时的应付之道/5

Pardon me?

PART B 迎客须知Proper Treatment

1.询问及回答顾客的意愿/12

Would you like to try it on?

2.要求顾客/16

Would you please take your shoes off in

the fitting room?

3.请的用法/19

Please.

4.向顾客推荐/22

Shall I take your measurements，sir?

5.如何拒绝顾客/25

I'm sorry we don't accept credit cards.

6.展示商品/29

Please have a look.

7.交易 /31

How much is it altogether?

PART C 推销用语 Suggestions about Sale

1.询问顾客预算、喜好/36

How much would you like to pay?

2.建议顾客颜色、式样/40

That color sure Iooks good on you.

3.建议顾客尺寸大小/43

I think it-s a little too small foryou.。

4.说明流行款式/48

This is popular now.

5.说明尺寸单位及限制/51

We use the centimeter in China.

6.说明材质/55

It’s made of 100％cotton.

7.说明耐久性/58

Which wears better7

8.说明洗涤方法/61

How do you prevent discoloration?

9.说明存货/64

This is the largest one we have in stock right now.

10.说明是非卖品/69

It’s not for sale.

11.说明订购事宜及所需时间/72

Shal 1 we order some more?

12.说明书及保证/76

We have a manual written in English.

13.运送须知(费用、日期等)/79

Would you like to have it delivered?

14.包装说明/84

Shall I gift.wrap it?

15.请求汇兑/87

Would you mind changing your money into RMB?

16.定金及余款的说明/91

We have a cash.on—delivery system.

17.大拍卖时/93

They are all on sale.

1 .拒绝减价、小费/98

We can’t give you any discount.

19.说明折扣限度/1 00

Our best Offer is 1O％ off.

20.餐饮会话/1 03

May I take your order?

PART D 说明场所位置 Where the Situation is

1.层数及建筑物/110

It’S on the 3rd floor.

2.同楼的其他售货处/114

Where can I find stereos?

3.洗手间方向/119

Where's the lavatory?

4.电梯内/122

What floor,sir?

PART E 说明营业时间 Business Time

1.平常的营业时间/128

We open from 10：00 to 6：00.

2.不同的营业时间/132

Our restaurants are open till 8：00.

3.旺季的营业日/135

We’re open everyday during the year-end gift season.

4.公休/1 38

Our regular holiday is Thursday.

PART F 进一步的沟通Further Communication

1.总机的电话应答/144

Hold the line，please.

2.柜台的电话应答/148

He is out at the moment.

3.其他电话应对/151

Hello.Would you mind speaking more slowly?

4.退货、退钱、换货的询问/158

Do you have the receipt?

5.修理的询问/163

It’S covered by warranty.

6.广播失物及小孩走失等/168

What does she look like?

7.免税品的处理/173

May I see your passport，please?

PART G 各式专柜会话Var。ious Departments

1.鞋类专柜/1 82

What does E or double E mean?

2.服装专柜/186

l think they are a little tight.

3.领带专柜/191

Can you select one for me that goes well with this suit?

4.宝石专柜/194

Is it genuine pearl?

5.西式瓷器专柜/200

It’S not made i n that pattern.

6.日式瓷器专柜/205

How about coasters or vases?

7.洋娃娃专柜/21 O

My friend wants to buy a doll whose head is made of porcelain.

8.玩具专柜/21 4

This is battery—powered.

9.礼品专柜/21 8

How about something like a Kimono?

10.汇兑地点/221

How come the rate is higher?

附 录 Appendix

百货日用品一览表/226

Commodities

商店用语/236

CommerciaI terms