1、,二一年五月May,2010,商品流程专业英语,连锁店体系店面双语接待人员课件| 2,目录,连锁店体系店面双语接待人员课件| 3,一、销售员岗位专业英语,连锁店体系店面双语接待人员课件| 4,1、接待顾客,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?场景再现： 顾：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? 顾：我想看一下*品牌手机。 I want to have a look at the
2、brand of * 营：请这边走请上电梯至二楼。 This way pleaseplease use the elevator to the second floor.,连锁店体系店面双语接待人员课件| 5,2、介绍产品,我们这里电脑（商品）的品种齐全We have every kind of computer（可换为其他商品）这个手机怎么样？How do you like this machine?这种式样现在很流行。This style is very popular.请试试这个。Try this one ,please.这个吹风机质量一流、价格合理。This is a capital
3、hair dryer at a reasonable price.,连锁店体系店面双语接待人员课件| 6,2、介绍产品,（1）正常销售情景顾：帮我拿这一款手机看一下。 Please show me this machine.营：好的。 OK.顾：您能给我介绍一下这部手机吗？ Can you introduce this mobile phone for me?营：这部手机的款式很新潮，具有MP3、蓝牙、上网等功能，更重要的是这部手机质量很棒的。 The style of this phone is very polular,it has MP3、blue tooth and surfing t
4、he Internet and so on , Furthermore,this machine is reliable.顾：这款手机具有拍照功能吗？ Does this cellphone have a camera?营：有的。Yes.,连锁店体系店面双语接待人员课件| 7,2、介绍产品,（2）商品缺货情景,恐怕*现在缺货Im afraid we dont have any of the kind on hand.全部卖完了All out now.对不起，烤面包机脱销了Im sorry, toasters are out of stock.您看那款怎么样？How about that one
5、?,连锁店体系店面双语接待人员课件| 8,2、介绍产品,场景再现,顾：我想看一下这部手机。 I want to have a look at the cellphone.营：对不起，这款目前缺货,您看那款怎么样？ Sorry, we dont have any of the kind on hand.How about that one?,连锁店体系店面双语接待人员课件| 9,2、介绍产品,（3）顾客要求看真机情景,这是用来展示的机模。 this is a sample on exhibition.,我们商场不提供真机演示。True machine isnt exhibited in our
6、store.,连锁店体系店面双语接待人员课件| 10,2、介绍产品,场景再现,顾：我想看一下这台手机。 I want to have a look at the cellphone. 营：不好意思，这是用来展示的机模。 Sorry,this is a sample on exhibition. 顾：但我想看一下真机。 But I want to have a look at the true machine. 营：对不起，我们商场不提供真机演示。 Sorry,true machine isnt exhibited in our store.,连锁店体系店面双语接待人员课件| 11,3、讨价还价
7、,这台机器多少钱啊？How much is this,please?￥1299。RMB1299（重点学会如何读数字：价格、产品参数）不能再低了Final price.这是我们最低的价格了。This is our lowest price.可不可以优惠一点？Could it be cheaper?我们可以给你打个折扣。We can give you a discount.,连锁店体系店面双语接待人员课件| 12,3、讨价还价, 针对不能让价商品：,顾：能再便宜一点吗？如果你能给我打个折的话，我就买这台机子了。 Can it be cheaper?If you can give me a disc
8、ount,I will take it. 营：不能再低了，这是我们的最低价。 Final price. 顾：好吧，我买了。 OK,Ill take it.,连锁店体系店面双语接待人员课件| 13,3、讨价还价, 针对可参加活动或赠送赠品的商品：,顾：这台相机多少钱？ How much is this camera?营：￥5299。 RMB5299.顾：可不可以优惠一点？ Could it be cheaper?营：最低价了，可以送您一张2G的SD卡和其他礼品。 Its the lowest price,we can give you a memory card and other gifts.
9、顾：好的，我就买这一款了。 Well,Ill take this one.,连锁店体系店面双语接待人员课件| 14,3、讨价还价,针对可让价商品：,顾：这台电脑买多少钱？ How much is computer?营：￥6999。 RMB6999.顾：能不能给我打个折？ Could you give me a discount?营：我最多可以为你优惠到￥6649，怎么样？ The lowest price is 6649, How about it?顾：OK，成交！ OK,its a deal.,连锁店体系店面双语接待人员课件| 15,4、开票制单,帮您开票。Ill make an order
10、 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,Ill show you the way.,连锁店体系店面双语接待人员课件| 16,4、开票制单,营：您先稍等一下，我帮您开票。 Please wait for a moment,Ill 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. ,Ill show you the way.顾：谢
11、谢。 Thanks,连锁店体系店面双语接待人员课件| 17,5、提货试机,我帮您去提货。Ill fetch the phone for you.（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 seve
12、n days,exchange or maintenance service will be offered within fifteen days; repair service will be free of charge within one year.,连锁店体系店面双语接待人员课件| 18,营：请稍等，我帮您去提货。 Wait for a moment please,I”ll fetch the phone for you.顾：好的。 Sure.营：不好意思，让您久等了，这是您买的诺基亚N72，给您演示一下。 Im sorry for letting you wait so long
13、,this is your NOKIA N72, now let me show you how to use it.营：（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,exc
14、hange or maintenance service will be offered within fifteen days; repair service will be free of charge within one year.,5、提货试机,连锁店体系店面双语接待人员课件| 19,顾：好的，太感谢了！ Oh,its very nice of youThank you very much.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. Welcom
15、e to Suning again!,5、提货试机,连锁店体系店面双语接待人员课件| 20,二、收银员岗位专业英语,连锁店体系店面双语接待人员课件| 21,常见句型：,您好，欢迎光临！请出示您的会员卡。 Welcome to suning!Please show me your membership card.先生小姐，请问您购买的是诺基亚N72，价格是*？ SirMadam.the phone you bought is NOKIA N72,the amount is *.请问您是用现金还是信用卡? Cash or credit card?请您确认购物金额，输入您的密码。（输密码）。请在这儿
16、签名。这是您的提货单和发票，让销售人员帮你提货。Please confirm your amount,and input your password.(press the password) .Please sign your name here.These are your delivery order and invoice,and call the sellman to fetch the machine fou you.,连锁店体系店面双语接待人员课件| 22,常见句型：,本店只接受人民币。RMB only.欢迎您下次光临。Welcome to Suning again,连锁店体系店面
17、双语接待人员课件| 23,场景再现：,收：您好，欢迎光临！请出示您的会员卡。 Welcome to suning!Please show me your membership card.顾：给你。 Here you are.收：先生小姐，请问您购买的是诺基亚N72，价格是*？ SirMadam.the phone you bought is NOKIA N72,the amount is *.顾：是的。 Yes.收：请问您是用现金还是信用卡? Cash or credit card?顾：信用卡。 Credit card.,连锁店体系店面双语接待人员课件| 24,场景再现：,收：好的，收您*信用
18、卡一张，请您确认购物金额，输入您的密码。（输密码）。请在这儿签名。这是您的提货单和发票，让销售人员帮你提货。欢迎您下次光临。 OK,please confirm your amount,and input your password.(press the bottom) .Please sign your name here.These are your delivery order and invoice,and call the sellman to fetch the machine fou you.Welcome to suning again. 顾：好的，太感谢了！ Oh,its v
19、ery nice of youThank you very much.,连锁店体系店面双语接待人员课件| 25,三、店面相关指引话术整理,连锁店体系店面双语接待人员课件| 26,（二）相关回答话术Its 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 rightleft.（前走右左拐）On the secondthirdfourthfifth floor.（在二三四五楼）Please use the escalator to the fourth floor.(请乘电梯至四楼),（一） 请问*怎么走？ Wheres *? How can I find the *? Can you show me the way to the*?,连锁店体系店面双语接待人员课件| 27,Thanks,
