Unit 1: Talking With Your Customer

[Pages:22]ESOL Customer Service Training: Unit 1

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Unit 1:

Talking With Your Customer

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What are your goals?

Note to Instructor: If you have permission, use Stand Out 4, pp. 4-5 for this activity.

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My Goals and Dreams

Part A. Instructions: Write your own personal and employment goals.

Example: I will become an architect and become a partner in a firm. I will buy a house for my family.

Goal 1:

___________________________________________________

Goal 2:

___________________________________________________

Goal 3:

___________________________________________________

Goal 4:

___________________________________________________

Goal 5:

___________________________________________________

Part B. Instructions: Now, write about some of your dreams. Example: I would like to design and build my own home.

I would like to have three children someday.

Dream 1: ___________________________________________________

Dream 2: ___________________________________________________

Dream 3: ___________________________________________________

Dream 4: ___________________________________________________

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Find Someone Who....

Part A. Instructions: Walk around the room and ask questions of your classmates to find out if they meet the descriptions below. When you find someone who answers, "Yes, I would" to your question, write that person's name in the blank.

Example: Find someone who... would like an evening work shift.

Q: "Would you like an evening work shift?" A: "Yes, I would." or "No, I wouldn't."

Find someone who...

1. would like to buy a house

______________________

2. would like to move to another country

______________________

3. would like to be a sales associate at Macy's ______________________

4. would like to work an early morning shift ______________________

5. would like to work as a bank teller

______________________

6. would like to speak more clearly

______________________

7. would like to get a college degree

______________________

8. would like to write a book

______________________

9. would like to leave class early today

______________________

10. would like to manage a Starbucks

______________________

Part B. Instructions: Choose one thing from the list above that you would like to do, and one thing that you wouldn't like to do. Write your statements and reasons on the lines below.

Example: I would like to manage a Starbucks because I love coffee! I wouldn't like to buy a house because it is too expensive here.

___________________________________________________________

___________________________________________________________

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Greeting the Customer 1

Instructions: Listen to the tape. You will hear a sales associate greeting the customer. Is the greeting appropriate or inappropriate? If it is inappropriate, write why you think so.

Appropriate or Inappropriate? 1

2

3

4

5

6

Why?

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Greeting the Customer 2

1. Hi. What do you _______________?

2. Good ____________ ma'am. How can I help you _____________?

3. Hi ? Can I help you ____________?

4. ____________ _______________, sir. _____________ I help you?

5. Good morning. Can I help you? We have some very nice shirts on sale today. I think this red color would really suit you. I'm guessing you take a medium? And some pants to match? Wait. Wait. Don't go away!

6. Hi, ________________________________?

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Syllables and Stress: Assessment

Instructions: Fill in the blanks according to your teacher's instructions.

Word 1. 2. 3. 4. 5. 6. 7. 8. 9. 10.

Number of Syllables

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Speaking Clearly

Instructions: Take turns reading the sentences below with your partner. Try to clearly pronounce the ends of the words. Also, pay attention to the syllables and stress in the sentences, pronouncing the schwa sound when necessary.

She wants to buy a yellow dress.

He is looking for some sports socks.

She wants to buy a gift for her mother.

Miss Parker would like a large coffee.

We are sold out of size 11.

I want to buy a flat screen T.V.

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