Page 12015-12-16 Presentation Chapter 20 Hotel Shop Service.

12-16 Presentation Chapter 20 Hotel Shop Service

12-16 Presentation

12-16 Presentation Part I Dialogues Part II Vocabulary Study Part III Listening and Speaking Part IV Practical Writing Part V Feature Reading

12-16 Presentation Dialogue 1 selling Chinese tea 销售中国茶叶 Context: A guest is looking for some local specialities as a gift to his parents who are fond of Chinese culture. Pre-listening questions: 1) What kind of tea does the salesgirl recommend first? 2) Why are more and more foreign ladies interested in Chinese woolong tea? Staff: Good afternoon. Can I help you? Guest: Yes, I’m looking for some local specialities for my parents. They are fond of Chinese culture. Guest: Well, I’d like some of both.What are the price?

12-16 Presentation Staff: Then I would suggest some Chinese tea. Guest: What kind of tea do you have? Staff: We have black tea, green tea, Long Jing tea, Woolong tea and so on. Guest: What would you recommend me? Staff: What about some green tea, sir. And Long Jing tea is believed to be a world famous brand. Guest: What else have you mentioned? Black tea?

12-16 Presentation Staff: They each cost RMB 260 per kilo. Guest: One kilo of Long Jing and one kilo of Woolong. Staff: The total comes to RMB 520,sir. Guest: Here is RMB 600. Staff: Thank you.Here is your change and the receipt, sir. Have a good day! Staff: Yes. For black tea, the distinguish brand is Woolong tea. More and more foreign visitors, especially ladies, come to buy Woolong tea to keep fit.

12-16 Presentation Dialogue 2 selling a Chinese porcelain vase Context: Mr. Schaw wants to buy some souvenirs, so he comes to the arts and crafts counter. Pre-listening questions: 1) What kind of vase would the customer like to buy? 2) How much dose the customer pay for the vase and the service? Staff: Good morning. Can I help you? Guest: I wish to buy a porcelain vase made from Jingde Zhen,Jiangxi Province. Staff: Please come this way. We have a large collection of vases here. What color and size would you prefer?

12-16 Presentation Guest: A medium-sized vase with traditional Chinese painting would be fine. Staff: How about this one? The pale blue background with traditional Chinese designs of flowers and birds. Guest: It does look exquisite. I like it. What’s the price? Staff: RMB 600. Guest: Can you give me some discount on the price? Staff: I’m afraid not. Our prices are fixed. Guest: Could you pack the vase and mail it to London for me?

12-16 Presentation Staff: Yes, we can. But we charge extra postage. Guest: How much will that be? Staff: Something of RMB 60. the packing will cost an extra of 20 for the special wooden box. Guest: That is understood. I will take it. Here is the money. Please send it to this address. Staff: Certainly. Thank you. Here is your change and the receipt. Please have a check.

12-16 Presentation Context: A shop assistant at the silk fabrics counter is receiving a foreign guest. Pre-listening questions: 1.Does the lady guest like the Qipao with long sleeves? 2.What is her size? 3.What is the salesgirl’s advice for the customer? Staff: Good morning, sir and madam. Welcome to our silk fabrics counter! Guest: Good morning. I like Chinese Qipao very much. So I’d like to buy some beautiful silk fabrics to make one. Dialogue 3 selling silk fabrics

12-16 Presentation Staff: China is called the kingdom of silk. Guest: I couldn’t stop my wife wanting to get herself dressed in silk. And I have seen many Chinese women wearing it. It’s fantastic. Guest: I’m dazed at so many kinds of silk fabrics. It’s difficult for me to choose one. Staff: What about this one? Its touch is soft and it’s 100% pure silk. Guest: Superb! Look, the wonderful peony with purple background color. Could you tell me how many meters I need for my Qipao?

12-16 Presentation Staff: Would you like long or short sleeves, or the sleeves? And what is your size? Guest: I think I like sleeveless. And I am of the medium size. Staff: Eh,… you need three meters. That is enough. Guest: OK. How much is that? Staff: RMB 120 per meter, and the total comes to RMB 360. Guest: Here is the RMB400.

12-16 Presentation Staff: Thank you. Here’s the receipt. Oh, one piece of advise: Wash it in lukewarm water and don’t rub or wring it. Guest: Thank you for your advice. You are most helpful. Goodbye. Staff: Goodbye. Have a good day.

12-16 Presentation Context: A guest is interested in Chinese herbs and wants to buy some for his parents. A salesgirl is receiving him. Pre-listening questions: 1. Why is the guest interested in Chinese herbs? 2. What does the salesgirl say about Chinese ginseng? Staff: Welcome to our shop! How may I help you? Guest: I’ve heard a lot about the magic power of Chinese herbs on people’s health. I’d like to get some ginseng for parents. Staff: How much ginseng do you want? Dialogue 4 selling Chinese herbs

12-16 Presentation Guest: I have no idea about it. It’s my first time to be in china. Please tell me something about it? Staff: Sure, I will be glad to. Gingseng grows in remote mountain areas in the northern part of china. It can help people greatly who have something wrong with their health, especially for people that have anemia and often sweat at night. Guest: Well, that’s amazing. Would you give me one kilo of ginseng? Staff: OK. Let me get it for you…here you are, sir. Please remember to tell your parents not to take too much of it each time, or it will not work.

12-16 Presentation Guest: Thanks. You also have some magic bags to keep health good, don’t you? Staff: Yes, we have. They are called Cure and Longevity bags. They are good for old people’s health. Do you want one? Guest: Yes, sure. How much do I have to pay for the ginseng and the bag? Staff: That will be RMB1,900, sir. Guest: Here you are. Thank you very much. Staff: You’re welcome.

12-16 Presentation Vocabulary Study Speciality n. Local specialities Be fond of … Black tea Green tea Distinguished adj. Fit adj. Kilo n. Change n. Souvenir n. 特产土特产喜爱 …… 红茶绿茶著名的适合的，健康的公斤，千克零头，零钱纪念品

12-16 Presentation Counter n. Typically adv. Collection n. Medium adj. Traditional adj. Peony n. Purple adj. Background n. Pale adj. Design n. 柜台典型地收集中等的，适中的传统的牡丹紫色的背景淡色的，苍白的款式

12-16 Presentation 优美的，精致的包扎，捆扎邮资，邮费总计，合计包括织品中式的王国幻想的，奇特的触摸 Exquisite adj. Pack v. Postage n. Come to Including prep. Fabric n. Chinese-style Kingdom n. Fantastic adj. Touch n.

12-16 Presentation Sleeve n. Lukewarm adj. Wring v. Herb n. Magic power Ginseng n. Remote adj. Anemia n. Cure and Longevity bag 袖子不冷不热的扭，拧草药魔力人参遥远的贫血神功元气袋

12-16 Presentation Exercise 1: Match the expressions on the left with the best meaning on the right. 1.-----speciality a. very finely made or done; extremely beautiful or skillful 2. -----souvenir b. enamel in which the colors of the design are kept apart by thin metal strips date, time etc, is now definite 3. -----caution c. something given or kept in memory of a person. event, place, etc. 4. -----exquisite d. warning words 5. -----cloisonné e. a particularly fine or best product

12-16 Presentation Exercise 2: Complete the following with words or expressions from the dialogues. 1.Tourists’ experiences consist of five essentials— traveling, sightseeing and entertaining, lodging, eating and drinking, and s_______. 2.Tourists will spend money in hotels for rooms, food, and things to take home. They buy s_____ for themselves and g___ for their families and friends. 3.The s____ should not only be familiar with goods, the prices and the customers, and not only have a

12-16 Presentation clean and pleasant appearance and a good command of j____, but also have a correct attitude towards serving the guests wholeheartedly. 4. Some says that a h___ is somewhat like a mini-fair of consumer goods, ranging from jewelry, handcrafts, antiques, C____ and calligraphy to garments, food, Chinese patent medicines and tonics, to name just a few.

12-16 Presentation 1. Functional Sentences 接待顾客 Good morning, madam. ________ Welcome to our shopping center! Can I be of and assistance to you? What can I do for you? Are you being helped? Are you being attended to ?

12-16 Presentation 介绍商场 You may look around here. You have a jewelry counter, and toys and handcrafts counter 介绍商品 We have a variety of Chinese tea here, black tea, green tea, Long Jing tea, Woolong tea and so on. You may try some green tea. Green tea contains more vitamin C. and Long Jing tea is believed to be world famous.

12-16 Presentation 推荐商品 How about this one? Would you have a look at the pearl necklace, madam? It’s nice for a lady. What do you think of it? It will do much good to your health. How about the teddy panda? It’s typically Chinese This is entirely hand-made with fine workmanship.

12-16 Presentation 介绍商品质量、款式、色彩等 It feels soft and it is of 100% pure silk. It’s a Chinese-traditional style. It’s the latest color and fashion this year. It sells well. We have a variety of over thirty colors and styles. 询问尺寸大小 What size do you take/wear?

12-16 Presentation What size, please? Will you tell me the size, please? You can try this jacket on for size. 给客人提供优惠报价 I can give you a 20% discount. That’s the best I can offer. We can give you a discount if you really want to buy. It’s on sale this week. Sorry, but this is the cheapest we have in stock.

12-16 Presentation 赞美顾客 You’ve made a good choice, madam. This china tea set is unusual. It was made in Jinde Zhen. You really have good taste of Chinese culture. 付款、包装等 We can pack it for you for free. Here’s your tea and receipt.

12-16 Presentation 提醒顾客使用注意 Please remember to wash it in lukewarm water and don’t rub it. Please tell your parents not to take too much per time; otherwise it will have side-effects.

12-16 Presentation 2. Answer the following questions a.What would you say when receiving and greeting a guest? b.What would you say when introducing your products to a guest? c.How would you recommend a customer your products?

12-16 Presentation d. How would you get information from a customer about size, color, style and so on ? e. What would you say when explaining the quality of a product to a customer? f. What would you say when offering cautions to a guest? g. What would you say when giving a guest his change? h. What would you say when a guest offers to pack and send a product ?

12-16 Presentation Exercise 1: Listen to the short dialogues. Fill in the blanks. Then practice with your partner. Dialogue 1 Guest: Good afternoon, my wife is interested in Chinese silk dress, can you recommend me a fashionable one? Staff: Certainly, sir. Chinese silk is world known._____________________? Guest: Size 38. Staff: How about this one? It feels _________,double sided Suzhou embroidery. The designs on both sides are exactly the same.

12-16 Presentation Dialogue 2 Guest: I’m just thinking of buying a Chinese tea set. Staff: _________________ ? This china tea set is unusual. It was in Jingde Zhen. There are few others like it. Guest: It’s extremely beautiful. This is the ________. Please put it in a gift box for me. Staff:___________________________.

12-16 Presentation Dialogue 3 Guest: Are these materials made of pure cotton ot genuine silk? Staff: Yes, all of them are made of _____________cotton or silk. They don’t shrink even if you_____________. Guest: All right. I’d like to take the suit. Please wrap it up. Staff: OK. _________. That will be RMB 389.

12-16 Presentation Dialogue 4 Guest: I was told that there is______that is something between green tea and black tea. And it has reducing effect. Is that so? Staff: Ah, that’s Woolong tea. It’s very refreshing and helps you to ____tiredness. In order to keep_____, more and more foreign visitors, especially ladies,come to buy Woolong tea. Guest: Thank you for your explanation. I will take_____. By the way, can I use my traveler's check here? Staff: Yes, madam. Would you please _____ the cashier’s desk ? She will cash the traveler’s checks for you.

12-16 Presentation Dialogue 5 Guest: How much do I owe you? Staff:_______________. Guest: May I pay with my visa card? Staff: Sure, of course. Let me ______of your card. Please sign your name here. And here is your receipt. Thank you very much. Goodbye.

12-16 Presentation Dialogue 6 Guest: I want to buy a raincoat. Could you please show me one? Staff: With pleasure_________ do you like best? Guest: Yellow, please. Staff: Yellow __________. What size, please?

12-16 Presentation Exercise 2: Listen and fill in the missing information. The first article to be bought:________________ Size:_____________ price:________________ Name of the second article:_____________________ Price: _______________ Postage:___________________ Packing charge:__________________ Address to be sent:_______________

12-16 Presentation Exercise 3:Listen and fill in the blanks. Staff: Good afternoon. Sir._____________________? Guest: Yes, my wife is interested in your Chinese silk. Can you ___________a fashionable silk dress? Staff: Certainly, sir.____________? Guest: Size 40. Staff:___________? This is her size. Guest: I like the style but not the color. Staff: How about this one? Guest: It looks nice. How much is it? Staff:____________________________. Guest: OK. I’ll ____________. Please wrap it up as a gift.

12-16 Presentation Staff: Yes, sir. I’ll ___________. Anything else you want? Guest: I’d like to see some typical Chinese toys. Staff: Yes, sir. We have many kinds. Here’s one that is ______________. Guest: It’s very lovely.__________? Staff: RMB 90. Guest: Can you pack it and ___________ Brussels for me? Staff: Certainly, sir. The postage, of course, will be extra.

12-16 Presentation Guest: How much will ____________? Staff: About RMB 30. There is also an extra charge of RMB 10 for the packing. You know, we have to make a _______. Guest: All right. Please ship it to this address. Staff: Thank you, sir.

12-16 Presentation Exercise 4: Complete the dialogue orally with the Chinese prompts. Staff: Good morning, madam, can I help you? Guest: Yes, I’m just thinking of buying a china tea set. Staff:____________( 这套怎么样？ ) Guest: No, I prefer that white one. Staff: _____________( 您是要这套吗？ ) Guest: Exactly. Staff: ___________________________( 您真有眼力，这套瓷器茶具非同寻常，是景德镇造的，像这样的好瓷器可不多。） Guest: It is extremely beautiful. This is the very thing I’ve been dreaming of. Please put it in a gift box for me. Staff: Yes, madam. Guest: By the way, I’d like to buy some clothes. Where can I get them? Staff: Please go to the opposite clothing counter.

12-16 Presentation ( at the clothing counter) Staff: Good morning, madam._____________( 能为您效劳吗？） Guest: Yes, will you show me this suit? Staff: _____________( 当然可以。夫人，给您。） Guest: They’re a bit tight. I want a size in between. Is the color fast? Staff: No, it’s endurable for washing. Guest: Do they shrink? Staff:_____________( 不会。即使您经常洗涤也不会缩水）

12-16 Presentation Guest: Are these materials made of pure cotton or genuine silk? Staff:________________( 是的，它们都是 100% 的棉织品和丝织品。） Guest: All right. I’d like to take this suit. Please wrap it up. Staff:________________( 好的，给您。这套衣服 388 元） Guest: Here is RMB 400. Staff: Thank you. Here is your change, madam.

12-16 Presentation Exercise 5: Role Play 一位售货员正在向一位顾客推荐一套中国传统式的服装（ costume). 詹姆斯先生想买一些礼物给他的孩子。但他不知道该买什么。一位售货员正在给他一写建议。你的顾客最后决定她不打算买你给她推荐的产品，你该如何帮她得体地离开（ withdraw).

12-16 Presentation product instructions 商品说明书商品说明书主要介绍商品性能、用途、使用和保养方法及注意事项。等一般来说，商品说明书都随商品装于包装内，因而不同于商品广告。要翻译好商品说明书，难度较大，需加强日常学习，多掌握一些词汇和术语等。范文：

12-16 Presentation Shen Hua Condition Shaping Mousse This shaping nousse is created by the research institute in our own factory. It is used for creating your own hair style specially for creating your look and shaping beautiful hair. It contains hair care such as ginseng, protein and polysaccharin( 多糖体 ) 。 Directions: Shake as strongly as you can 5-6 times. Use your right thumb to push down the value, the left hand to receive, then the mousse comes out like a small egg. You can apply it on your beautiful hair and dress your style as you desire.

12-16 Presentation Caution: After washing,dry your hair before using mousse. Do not expose it to sunshine and temperature over 50 centigrade degrees. Keep it out of children’s reach. Notes: 注释一般说明书都要写明： 1 ）产品的性能、特点、用途和使用方法； 2 ）语言应当简洁、通俗易懂、确切； 3 ）注意科学性和逻辑性，使消费者一看便知道到所购商品的用途、安装、使用方法和保养方法，以免由于对产品的不了解而造成不必要的差错或损失。

12-16 Presentation Exercise 1 ： Translate the following into Chinese. 1)standard type 2)handle with care 3)for safe operation 4)operating instruction 5)trademark

12-16 Presentation Exercise 2: Translate the following into English. 使用方法：用前上下摇动，摇匀后请直立使用，挤出适量泡沫，涂匀于发上，加以梳理，随意造出理想发型。

12-16 Presentation Part IV Feature Reading Creating a shoppers’ paradise pre-listening questions: 1)Why do overseas tourists like to buy souvenirs on their China tour? 2)What is the lifeline of the hotel shop? Millions of foreigners and overseas Chinese visit china every year on business, for sightseeing or exchanges in the fields of economy, trade, sports, science, and culture. Many of them return home loaded with souvenirs and gifts. In fact, there cannot be many people who could manage to stay in china and not but tempted to do any shopping. China offers a dazzling range of

12-16 Presentation Goods from antiques, jewelry, Chinese paintings and calligraphy to chopsticks, garments, foods, Chinese patent medicines and tonics, to name just a few. In fact, shops are becoming one of the pillars that support china’s hotel industry. They have been adding much to the convenience and pleasure of guests and to the financial success of the hotel. Arts and crafts are the main products of a hotel shop, which have become the favorite goods as well as eye-openers to foreign and domestic buyers. The jade carving is characterized but its distinct national style of

12-16 Presentation Simplicity, gracefulness and delicate lucidity. The cloisonné, which enjoys a high reputation at home and abroad, are beautiful and elegant in modeling, splendid and graceful in design and brilliant in colors. Laquerware, multifarious in kind and exquisite in workmanship, it noted by elegant modeling, beautiful figuration, and lustrous color. Porcelain is perhaps the greatest invention of the Chinese people. The chinaware made in Jingde Zhen – the capital of porcelain – is known to be “as white as jade, as thin as paper, as bright as mirror and as melodious as “qing”(an ancient Chinese musical instrument)”. Silk products and embroidery, exquisite in workmanship

12-16 Presentation multifarious in patterns, harmonious in color scheme, and distinctive in national style, are really good buys in china. Many tourists are also interested in some special local crafts such as clay figurines, sandalwood fans, paper-cuttings, theatrical masks, kites, shell-carvings, etc. All in all, China is not only a country with a long history of culture and art, but also a shopper’s paradise. Shouldn’t we help our guests take home more happy memories and more keepsakes? All this creates great opportunities for hotel shops.

12-16 Presentation In order to meet the increasing shopping needs of the customers, the staff should not only be familiar with the goods, the price and the customers, and not oly have a clean and pleasant appearance and a good command of job-procedures, but also have a correct attitude toward serving the guests wholeheartedly.” Try to make every customer feel at home and feel the value of every coin the spend.” This is the lifeline of hotel shop, and of the whole hotel industry.

12-16 Presentation Exercise 1: choose from below an appropriate Chinese to match each equivalent in the passage. 工作流程薄如纸剪纸技艺精湛民族风格檀香木扇明如镜贝雕风格独特玲珑剔透戏剧脸谱声如磬泥人造型大方古雅浑朴种类丰富白如玉玉雕色泽光润纹饰美观享有声誉工艺品国内国外略举一二

12-16 Presentation Exercise 2: choose the best Chinese 1.In fact, there cannot be many people who could manage to stay in china and not be temped to do any shopping. a. 实际上，没有很多设法来到中国的人想要购物。 b. 实际上，有很多设法来到中国的人不想买东西。 c. 实际上，很多好不容易来到中国的人不可能不买东西。

12-16 Presentation 2. In fact, shops are becoming one of the pillars that support china’s hotel industry. They have been adding much to the convenience and pleasure of guests and to the financial success of the hotel. a. 事实上，商场正在成为旅游业的一个重要产业，他们不仅给顾客带来快乐，也是旅馆成功的秘诀。 b. 事实上，商场部已经成为中国饭店业的支柱之一。商场部既能使个人倍感方便、愉悦又使饭店生意更加兴隆。 c. 事实上，商场部越来越成为中国旅馆的产业。除了给个人带来方便和快乐外，还是旅馆是否成功的标志。

12-16 Presentation 3. Shouldn't we help our guests take home more happy memories and more keepsakes? a. 难道我们不该帮助我们的顾客高兴购物、快乐回家吗？ b. 难道我们不该帮助我们的顾客带着美好的回忆回到家里吗？ c. 难道我们不该帮助我们的顾客带回去更多美好的回忆和纪念品吗？

12-16 Presentation 4. The staff should not only be familiar with the goods, the price and the customers, and have a clean and pleasant appearance and a good command of job-procedures, but also have a correct attitude toward serving the guests wholeheartedly. a. 旅馆员工不但要熟悉产品、价格、顾客、着装整洁、和蔼可亲、精通工作规范，而且要有全心全意为顾客服务的正确态度。 b. 旅馆员工不但要熟悉产品、价格、顾客、还要有一副干净漂亮的外表，以及全心全意为顾客服务的态度。 c. 旅馆员工不但要熟悉产品、价格、顾客，还要外表干净整洁、精通英语、具有热忱待客的正确态度。

12-16 Presentation 5. Try to make every customer feel at home and feel the value of every coin the spend. a. 我们要千方百计使每位顾客感到宾至如归，同时使顾客感到他们每花的一分钱都是值得的。 b. 我们要千方百计使每位顾客感到自己回到家里，了解每个硬币的价值。 c. 我们要设法使每位顾客感到宾至如归，并且意识到他们所花的每分钱的价值。

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Page 12015-12-16 Presentation Chapter 20 Hotel Shop Service.

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