1、Unit 3May I Help You ? Learning aims:p Know customers needs.p Understand the important role of a server.p Use up selling techniques Talk about the meaning of the following words and phrases: 1.server_ 2.up-selling techniques _ 3 .on the phone _ 4.take ones order _ 5.get an eye roll _ 6.big sigh _ 7.
2、coupon_ 8.save a lot _服务员捆绑销售在电话上翻白眼 长叹优惠券；礼劵省很多钱为某人点菜 Please tell good and bad service.Write G for good or B for bad in the blanks . The waiter was talking on the phone while taking my order . _I asked a clerk for help and got an eye roll and big sigh as response _The store clerk told me about a co
3、upon that helped me save a lot .BBG Underline the questions asked by the hotel clerk . Clerk:Welcome to our the Sheration . May I help you ? Guest:Id like to check in .I have a reservation . Clerk； Whats your name ,please ? Guest:Phillip Parker . Clerk： Yes, Mr. Parker .You requested a single room f
4、or three nights ,is that correct ?_ Guest:Yes .Could I have a room on the upper floor ,away from the street? Clerk:No problem .Could you fill out the registration form , please . Thank you .And will you be paying by cash or credit card ? Guest :Cash , if you accept American dollars . Clerk :Of cours
5、e ,sir . Your room number is 1109 .Here is your key .Enjoy your stay at the Sheration . If you require anything further ,feel free to call the front desk ._ Would you like assistance with your bags? Guest: No ,thank , I only have one. I can manage ._Language points :1.would like to do sth. _eg. I wo
6、uld like to go shopping .2.check in _eg .He would like to check in .3.a single room _4.on the upper floor_5.away from _想干某事登记入住单人间在较高的楼层远离6 . fill out the registration form_7 .by cash _8 .by credit card _9 .of course /certainly /sure /surely/by all means_10 .be/free to do sth._11 .I can manage._填写申请
7、表用现金支付用信用卡支付当然可以随意做某事我自己能行 。 Homework : Copy and remember new words and expressions . Preview the contents on P36-38 .Match the following words and with their meaning:( )1.attend( )2.clerk( )3.correct( )4.reservation( ) 5.upper( ) 6.fill( ) 7.further( ) 8.assistanceA ：更多的B ：填写C ： .照顾D ： 职员E ： 较高的F ：
8、 远离G ： 帮助H ：正确的I ：预定 GACDHIEBAGUseful Expressions :1.Do you have a reservation?2 .How long will you be staying?3.Do you prefer a smoking ornon-smoking room?4.Will you be paying by cashor credit card ?5.Could you fill out this registration form , please ?1 .Yes ,the name is Joe Smith,.2 .Ill be check
9、ing out on Friday.3.Non-smoking if you please .4.Credit card ,if you accept Visa . 5.Do you need to see my passport ?Suppose you work at the front desk of a hotel .ask proper questions to get the following information .1. name of the guestQuestions :Whats your name please? May I have your name ,plea
10、se?2.kind of room needed Question :Do you prefer a smoking ofnon smoking room ？ What kind of room would you like a single or a double？3.number of guests _Question :How many of you ?4.Length of stay Question ： How long will you be staying ?Complete the conversation and then role- play it with your pa
11、rtner.Front Desk :Welcome to the Home Inn .How may I help you ?Guest : Id like a room ,please .Front Desk :Single or double ?Guest :A double, please .How much is that ？Front Desk :Its $145 a night .How long will you stay ?Guest ： Just tonight .Front Desk : Ok .One night comes to $145 plus tax .May I
12、 have your name ?Guest :Its Davies .Robert Davies .Front Desk :How to spell ?Guest :Its D-A-V-E-S .Arrange the sentences below to make a conversation between a customer and waiter in a coffee shop ._ Anything else ,sir ?_Just blacks fine ._And a piece of toast ._Are you ready to order ,sir ?_Cream a
13、nd sugar ?_Certainly sir .Coming right up ._Thank you ._Yes , please .Id like a cup of coffee .54613782Homework :Review what you have learned today .Finish exercise book Part A ( 1、 2) .Preview Reading and Writing .role n. 角色vital adj. 极重要的tend v. 倾向receive v. 得到efficient adj. 效率高的efficiently adv.效率
14、高地avoid v. 避免serve v. 接待politely adv.有礼貌的Addition n. 增加accordingly adv.相应地 in addition 另外boss n. 老板rely v. 依赖，依靠promote v. 促进，推进realize v. 认识到treat v. 对待attention n. 注意contact n. 接触in short 简而言之react v. 做出反应give away 泄露obvious adj.显然的squint v.乜斜着眼睛Read the passage and what “ your ” job is .“You” are
15、 a worker whose main job is to deal with customers .Read the passage again and circle the correct answer .a.“You ” play an important role in the success of a business .b.“You” should work hard to run a successful business.c.Dealing with customers is only part of “your” job .The author give two examp
16、les on how to make customers feel important what are they? Give the customer your full attention. Look at the customer in the eye .Language points :1 )tend to to do sth .倾向于做某事g . He tends to get angry for no reason .他容易无缘无故地发火 。2) go back to 回到3) talk to /with 和某人交谈eg .I want to talk to/with the bo
17、ss about the quality of the product 我想和你们老板这个产品的质量问题。4） in addition另外，此外 /additionlly5)rely on /depend on /count on 依靠，依赖In addition ,your boss is relying upon you promote his/her business and sales high .你的老板指望你推进他 /她的业务，保持较高的销售量 。6） deal with/do with /handle/cope with /address 对待，处理7） expect to 预期
18、，期待Eg .This is the last place where I expect to meet you .我绝没想到会在这里遇到你 。8） make sure /ensure 确保9） eye contact 目光接触10） in short 简而言之11） try to do sth.尽力做某事12） try doing sth .试图做某事eg .Try knocking at the back door if nobody answers the door .要是前门没人答应，敲敲后面试试 。13 ) react to对 作出反应14) give away泄露15） squin
19、t at 乜着眼睛看16） get into the habit of 养成 习惯17 ） look out for these signs 留心 这些迹象eg :Try to get into the habit of looking out for these signs and reacting accordingly .尽量养成 注意 这些迹象 ，并且有针对性的回应习惯 。Complete the sentence with the correct words and expressions from the box . Change the form if necessary .1.
20、He said yes , but his voice_his real opinion on the matter .2.I put the book away ,and _ ,Icleaned up my desk . 3.As far as they can ,the family avoid _with the neighbours .contact give away in addition receivetreat deal with in short obviousgave awayin additioncontact4 .There is too much ahead ._,w
21、e need some help .5 .I did not give or _any help for this exam .6 .The photocopier works slowly and makes big noise when working ;_,we dislike it. 7.The company _customers from around the world .8.As a server ,you should _your customer as a guest in your home .ObviouslyreceiveIn shortdeals withtreatHomework :Read the text three times and recite the second passage .Finish exercise book Part B 4、 5 、 6 .在你 15岁的时候你觉得游泳难，放弃学游泳，到了 18岁遇到一个你喜欢的人约你去游泳，你只好说 “我不会啊。 ”在你 18岁的时候你觉得英语难，放弃学英语，到了 28岁遇到一份很棒的但是要会英语的工作，你只好说 “ 我不会啊。 ” 人生前期越嫌麻烦，越懒得学，后来就越可能错过让你动心的人和事，错过新风景。- 康永，给残酷社会的善意短信
