Módulo: Mecanizado (MEC)



|AF_COM01_ Working Situations: The selling process in a shop |

|AF Unit 2: Answering customer questions |

In Unit 1 you learnt how to greet customers on their arrival to the shop and how to say goodbye to them on their departure. In this unit you will learn to answer the customer questions.

We can identify the stage in the parts or momentstheofclientscome to parts following diagram:

In this unit you will learn how to answer the customer questions. You will help them to find the article they want, the size or color they need, etc.

1. Introduction

You probably use an informal language when you speak with your family and friends. When you are offering assistance to the customers at the shop you should use a more formal language.

Besides the language, you should also have certain attitude. In this unit you will learn some sentences and vocabulary you could need to help customers, but also the general rules of the attitude you should show.

In this unit you will learn the sentences and words you can use to answer the customer questions.

You will expand the dictionary you started building in the Unit 1 of useful sentences and words, and you will keep working on it in the following units.

This unit will be developed in four sessions.

2. Attitude

When offering help to the customer you should:

• Be courteous. You should be very polite with customers.

• Be cheerful. You should leave your problems at home.

• Be respectful. Everyone has their own taste.

• Be helpful. You should know the items of your store and offer them properly to customers.

• Have an attitude of service. Always at their service!

• Listen to customers. Look at them when they are speaking and let them know you understand what they are asking for.

There are some more aspects of your attitude to have in mind, You will discover them in the following activities.

Activity 1. Unit 2.

|[pic] |How to help a customer |

|[pic] |Servicio al cliente en una tienda de ropa (Spanish article) |

In these two documents you can find some tips that can help you to be a great salesperson.

You should read carefully the articles carefully and recognize the attitude you should have to give good service to customers.

You can discuss your opinion with your classmates. After the discussion you should write the conclusions together.

|HIGHLIGHTS |

|When you offer assistance to the customer at the shop you should have a positive attitude. |

|Make sure to: |

|Be courteous |

|Be cheerful |

|Be respectful |

|Be helful |

|Have an attitude of service |

|Listen to customers |

3. Vocabulary and sentences

As you saw in Unit 1, when you want to speak with customers you should use formal language. There are some typical expressions you can use when helping customers at a shop.

Customers may need help in different ways: to find a piece of clothing, to find the right size or color, to find the fitting room, etc. That means that we should have a wide variety of vocabulary.

Activity 2. Unit 2. Expand the Dictionary: colors, clothing and accessories.

In this activity we want to continue the work on the Dictionary we started in unit 1 - Activity 1.

Specifically you will work with the Vocabulary Dictionary:

• In a new sheet you should draw a line in the middle, from the top to the bottom of the sheet, so that the sheet is divided in two

• Write the title in the top of the page: “Colors”

• On the left side of the page write 25 different colors, in English. Remember to use the blue pen. For example “Navy blue”.

• On the other side of the line you should write the word in Catalan or Spanish, using the black pen. In the above example you should write: “Blau marí”.

• Finally, under the English word you should write its pronunciation, if you need help to say it properly. You should use the green pen for that. In the above example you could write: “neivi blu”.

• Once you finish with colors, you should do the same with “Clothing and Accessories”, writing 25 words of each.

You can use the glossary, a paper dictionary or find some information using Internet.

4. Useful language

Some of the sentences you can use are the following:

a) Offering help:

Hello, I am Laia. May I help you?

Hello, my name is Laia. Do you need some help?

Hello, can I help you?

b) The customer wants a piece of clothing:

Customer (C): Do you have trousers?

Salesperson (S): Of course, I will show you

I am sorry, I am afraid we do not have them. We have

jeans.

c) Helping with the size or color:

What size are you?

What size do you need?

What color would you like? We have it in green, light blue or pale rose.

[pic]

Activity 3. Unit 2. Expand the Dictionary: sentences

|[pic] |15 Things Retailers Should Never Say |

In this document you can find some expressions that you should never say as a salesperson. There are also the right sentences you could use instead.

You should read carefully the article carefully and write down in the Expressions Dictionary the right sentences you should use.

You will addAdd anyall new sentences expressions and words you learn, so that your dictionary keeps growing.

Activity 4. Unit 2

|[pic] |Basic sentences for shopping |

|[pic] |Basic sentences for shopping(2) |

In these two videos you can learn some basic sentences used in the shopping process. in the You should listen carefully and write down the phrases that you do not already have in yourits it is notebook. You should also pay attention to the pronunciation, and write it down in the notebook, as explained in Activity 1 of Unit 1. This will allow you to acquire listening and pronunciation skills.

What you should be doing in this activity is basically:

a) Listening

b) Repeating the phrases

c) Writing down the phrases, the pronunciation and the translation in the notebook

d) Notice the use of formal language vs. informal language.

|HIGHLIGHTS |

|When you want to speak with customers you should use formal language. Some of the sentences you can use are: |

|Hello, my name is Laia. Can I help you? |

|What size do you need? |

|What color would you like? |

|The trying rooms are next to the lift |

|You look fantastic with this jacket. It fits you perfectly |

|We do not have it in black. We have it in blue and green. |

|Would you like anything else? |

Activity 5. Unit 2

|[pic] |Questions from the customer |

In this video you can hear some questions that customers may ask when shopping. You should do the same as you did in Activity 3.. You should listen carefully and write down the phrases that you still do not already have in your notebook. You should also pay attention at to the pronunciation, and write it down in the notebook, as it is explained before. This will allow you to acquire listening and pronunciation skills.

What you should be doing in this activity is basically:

a) Listening

b) Repeating the phrases

c) Writing down the new phrases, the pronunciation and the translation in the notebook

d) Notice the use of formal language vs. informal language.

Activity 6. Unit 2

In this activity you should work in pairs.

You are going to simulate a sale.

Imagine that you are the salesperson in a shop and a customer comes in. You should welcome the customer and offer them your help. The customer will ask for your help finding different articles in the shop. They would like to try them on and will ask for your opinion.

Prepare the dialogues and do a simulation in front of your colleagues, using your notes if necessary. Your classmates can help you if they find something you can improve.

Activity 7. Unit 2. Assessment

Like in the previous activity you are going to simulate a sale, so you should work in pairs.

You should imagine again that you are the salesperson in a shop and a customer comes in. You should welcome the customer and offer them your help. The customer will ask for your help finding different articles in the shop. They would like to try them on and will ask for your opinion.

Prepare the dialogues and do a simulation in front of your colleagues, taking in account the corrections done in the previous activity. Once finished you should repeat the activity changing the role to customer.

This activity can be used to evaluate the work done in the unit.

|TO KNOW MORE |

|You can practice your listening in the following audios and videos: |

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The selling process in a shop

The customer enters in athe shop

The seller greets the customer and offers assistancehelp

The customer does not want assistancehelp

The customer accepts the

seller’s assistancehelp

The seller answers the customer questions and helps him

S him

The customer does not make a purchasen’t buy

The customer buys makes a purchase

The seller charges the salecompletes the sale

The seller says goodbye to the customer

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