Customer Service

1. Maria Fernandez Alonso
Tourism and English Teacher

2. Have you practice your English outside of the
class?
Remember
The only way for
learning is using any
opportunity you have for
practising your English
<a href="http://www.freepik.es/vector-gratis/coleccion-de-vectores-planos-de-londres_715547.htm">Diseñado por Freepik</a>
REMEMBE
R

3. Shop Assistant
Which are the functions
of a shop assistant?
Be attentive to customers’ needs.
Give information and advice
about products.
Help customers to find the
products they are looking for in
the shop.
Handle payments. Arrange
orders and deliveries of stock.
Make the customer aware of
special offers.
Keep all the stock tidy on display
and prevent shoplifting.
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4. Watch this video and work in pairs
After watching this
Video:
1) What do you
think this shop
assistant could
improve?
2) What do you
think about his
boss?
https://www.youtube.com/watch?v=NXBSHXbPICE

5. Things that can be improved
Position
Body Language
Personal territory
The boss was picking into
his nostrils
Too much versus Two
much. Did you notice it?
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6. Vocabulary
Aisle /a l/ɪ
Trolley
Basket
Lift
Escalator / es.k .le .t r/ˈ ə ɪ ə
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BY</a></div>

7. Ways to pay
Cheque /t ek/ʃ
Cash /kæ /ʃ
Coins
Credit cards
Debit cards
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title="Flaticon">www.flaticon.com</a> is licensed by <a href="http://creativecommons.org/licenses/by/3.0/" title="Creative Commons BY 3.0" target="_blank">CC 3.0
BY</a></div>

8. Shop Assistant questions
Can / May I help you?
Can I help you to find something?
What colour would you like?
What size would you like?
Is there anything else I can help you with?
Would you like to try it on?
What can I do for you?
How does it fit?
How about this one?
Would you like anything else?

9. Customer’s Questions:

10. Role Play in pairs
One is going to be the
shop assistant and the
other one is going to be
the customer.
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11. English File Intermediate Pg. 40
1. Work in pairs and discuss the
situation
2. Read the article and see if the ideas
you discuss before are or aren’t there
3. What did Heidi did wrong?
4. Focus on the title and explain the
meaning of from hell (i.e. the worst
possible kind of mother-in-law or
daughter-in-law)
5. Is it a true story or not? What do
you think about it?