商场一线销售人员英语培训ppt模版课件.ppt

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1、第二讲 东西方文化差异 和语言习惯,UNIT1：五大英语国家:英国、美国、加拿大、澳大利亚、新西兰的英文口音,UNIT2：与西方人交往时需要注意的礼节1、不要称呼黑人为Negro：Negro是英语黑人的意思,应该称black.2、不能随便说I am sorry：I am sorry和Excuse me都是抱歉、对不起的意思，但是前者语气很重，只有在真正犯错时用.,3、谦虚并非美德：中国人视谦虚为美德。但是美国人却把过谦视为虚伪的代名词。4、“人老珠黄不值钱”：如果见到上了年纪的人，避免涉及这个问题，否则是相当粗鲁的。5、与人交谈 莫问私事。,UNIT3：非正式英语国家的英语特色发音习惯：印度人

2、卷舌头；阿拉伯国家人口音比较含混和鼻音中；俄罗斯人发音偏于口腔前上方，卷舌并且语音较快；日韩人发音相当硬，且会将每一个音都发出来，并且没有声调的变化；星马泰人的口音和我们相似，区别很小。,我们听说英文时要注意的几点：不要强求听明白每一句话，要抓关键词不必怕犯错，一些微小的语病可以忽略要注意语意，避免直译造成误会要注意单词的声调和句子的语调，但不必处处模仿外国人的语调。,Chinese English,中:The hall can seat two hundred people.英:The hall seats two hundred people 中:Little children are d

3、ifficult to understand that.英:It is difficult for children to understand that.中:Where is here.英:Where are we.中:I introduce Mr.Smith to you!英:May I introduce Mr.Smith to you!,迎客:问好：中午12点前Good Morning 12点-下午6点Good Afternoon 下午6点后Good Evening(切勿用Good Night),may I help you,sir/madam?,服务:a.指引其至商品后，如其表示要自

4、己选购，则应说：Take you time,please.后退开，不要紧随左右 b.不要围观，尤其不要围观私语评论。如有小朋友，可加以赞美lovely,pretty,beautiful，但不可有身体触碰，尤其是摸头 c.在为外宾翻译时，要目视外宾，大方作答，如有不明白时请说excuse me,切勿说what!d.尽量避免身体接触，如要其避让或一定要接触时，请提前说excuse me，并且将接触的时间缩到最短,收款:收信用卡时请注意三点:a.如果需要其签名时请说:May I have your signature here?Please.b.如果需要其重签时请说:May I have your

5、signature again?Please.c.如果觉得签名不符时请说:The signatures are not similar.要报价时最好指示外宾看收款机上显示的价格说:”Sir/Madam,here is the total price.”找钱时可说:Here is your change,Sir/Madam.Thank you.”,送客：在外宾拿小票回柜台取货时请说:“Check your merchandise and the receipt,please.Thank you.”送外宾离开时，如其购买了商品时，请说：“Thank you for your purchasing.

6、Good-bye.”如果没有购买任何商品时，请说：“Thank you,Good-bye.”,对练：情景1:A:“Good morning,sir,welcome to Guangzhou Friendship Store.May I help you?”B:“Um,I am looking for the television.”A:“The television sells in four.”B:“Thank you.”A:“Youre welcome”,情景2:A:“Good morning,sir.May I help you?”B:“Oh,thank you,I am just ha

7、ving a look.”A:“Take your time,please.”B:“Thank you.”A:“Youre welcome.”,情景3:A:“How much is it?”B:“Here is the total price.”A:“OK.Here is my VISA card.”B:“Thank you,sir.May I have your signature here?”A:“Um.Excuse me,sir.The signatures are not similar,may I have it again?”B:“Um.OK,no problem.”A:“Thank you,sir.Here is your receipt.”B:“OK.Thank you.”A:“Youre welcome.”,情景4:A:“Check your merchandise and the receipt,please.Thank you.”B:“OK.Thank you.Guarantee?”A:“Yes.2 years guarantee with the receipt”B:“All right.Thank you.Good-bye”A:“Thank you for your purchasing.Good-bye,谢谢您的参与,