商場收銀英語服務(wù)用語培訓(xùn)

1、商場收銀英語服務(wù)用語培訓(xùn)單元一：基本禮貌用語Please.請。Thank you.謝謝你。Pm sorry.對不起。Youe welcome. 不客氣。Go straight.直走。Turn right.右轉(zhuǎn)。Turn left.左轉(zhuǎn)。XXX is on 3F. XXX 在 3 樓。單元二：付款接待1、恭候顧客Good morning/afternoon/evening, Sir/Madam.先生（女士），早晨（下午，晚上）好。Welcome.歡迎光臨。Please wait for a moment.請稍等！Hello, sorry to keep you waiting.您好，不好意思，讓

2、您久等了。2、小票輸入電腦，詢問VIP卡，確認(rèn)付款方式Do you have VIP card?請問您有貴賓卡嗎？Will this be charge or cash?刷卡還是付現(xiàn)金？3、唱收唱付xx yuan in total, xx yuan off by discount, xx yuan please.一共是XX元，滿減XX元，實付XX元。You paid by xx yuan, and xx yuan is your change, please check.收您XX元，找您xx元，請點收。Its xx yuan by credit card, please enter your

3、password.刷卡xx元，請輸入密碼。Ifs xx yuan, please check the amount and sign.一共xx元，請核對金額簽字。單元三：致謝送客Heres your receipt and VIP card/ credit card/ ID card.請收好您的小票和貴賓卡/銀行卡/身份證。Welcome to come again.歡迎你再來。Have a good day.祝你愉快。單元四：異常付款Excuse me, would you mind changing this note?對不起，請您換一張好嗎？（收到假幣）Sorry, your card

4、has been degaussed/ your balance is insufficient, would you like to change one?對不起，卡磁性/余額缺乏，需要換張卡嗎？Sorry, the line is busy now, please hold on.對不起，線路忙，請稍等一下。Excuse me, Madam/ Sir, theres been a password error, I will swipe the card one more time, would you please try it again?小姐/先生，屏幕顯示密碼錯誤，我現(xiàn)在再刷卡一次

5、，請您再試一次密碼。Excuse me, Madam/ Sir, wc have a pos fault here, would you please go to the cashier nearby? This way, please.對不起，先生/小姐，機器出了點故障，麻煩您到其他收銀臺付款，鄰近的收銀臺請往那邊 走。（POS機故障）單元五：退貨處理/顧客疑慮The return procedure is done, please check and pass the red copy of the bill to the counter sales, thank you.您的退貨手續(xù)已完

6、成，請點收一下錢款，請將紅聯(lián)小票還至專柜營業(yè)員處，謝謝您。Because you pay by the credit card, well refund the money directly to your card, thank you. 您好，由于您是刷卡支付，退貨款將返還到您的卡里，謝謝。單元六：促銷活動解釋當(dāng)顧客詢問商場活動時：We have two types of sales promotions, one is 210 yuan discount for purchase over 400 yuan, the other is 160 yuan discount for purc

7、hase over 400 yuan, plus a gift coupon of 100 yuan for another 1,000 yuan payment, with no cap on it. The two promotions are independent. Please see the post at each counter for participating brands.你好，今天商場主要有兩檔活動，一檔是滿400減210,還有一檔是滿400減160,再實付 1000元送100元贈券，上不封頂；兩檔活動不相互累計，參加品牌在各柜臺有海報明示。當(dāng)顧客未湊到活動金額付款時：

8、Madam/ Sir, we have the sales promotion of 210 yuan discount for purchase over 400 yuan. The commodities you buy are part of the promotion, and now you are xx yuan from the 210 yuan discount, would you like to shop some more? Any participating brand counts.先生/小姐，今天商場有滿400減210的活動，您買的商品是參加這個活動的，現(xiàn)在一共是X

9、X 元，還差XX元就可以減210元了，您看是否要再去湊一下？只要參加該活動的品牌都可以 累計。Sorry, the commodities you pick belong to two types of promotions, and the amount cannot be added together. If you have any question, please refer to our advertisement and activity rules.對不起！因為您挑選的商品參加的是兩檔活動，金額不能互相累計，您可以留意下我們的廣 告或活動細(xì)那么。單元七：VIP卡、消費卡等咨詢顧客

10、咨詢貴賓卡、消費卡辦理及功能：Please go to the VIP center at 2F, using your ID card or any other valid certificate. The VIP card is 30 yuan/ pcs, and 50% off for any one on birthday.請您憑身份證或有效證件到二樓的VIP服務(wù)中心辦理，三十元一張。如果當(dāng)天生日辦理可 享受半價優(yōu)惠。The three kinds of VIP card are General, Silver and Gold. Except for special commodities, goods under 20% discounts will have another 5% off for general card holders, another 10% off for Silver card holders, and another 12%off for Gold card holders.貴賓卡分