Study your roles and instructions below and act out the dialogue.

STUDENT A	STUDENT B
You want to buy a car. Its price is $ 15,000 but you only want to pay $ 13,500 (1) Offer $ 13,500. (3) Offer $14,000. Condition: free audio system is included. (5) Offer $14,350. Condition: CD changer and registration expenses. (6) Offer: $10,000 and € 3,000	You are a secondhand car salesman.     (2) Refuse offer. Explain why. (4) Agree only to CD changer without loud speakers. (6) Agree. Condition: € 14, 000. (7) Agree.

50. Fill in the bubbles with your own expressions.

Module 9

CUSTOMER SERVICE – is the set of behaviors that a business undertakes during its interaction with its customers. It can also refer to a specific person or desk which is set up to provide general assistance to customers.

1. Answer the following questions:

· Are you happy with customer service in your country? Which service providers are notorious for providing poor quality service?

2. Look at the list of factors contributing to good customer service. Which of these factors are most important to you? Which of them are of less importance? Explain your choice using “Useful language” from the box.

Ø friendly and helpful staff

Ø staff with ability to listen

Ø appropriate tone of voice when addressing customers

Ø approachable staff

Ø staff displaying appropriate body language

Ø staff with good product knowledge

Ø how staff greet the customer

Ø understanding the customers needs

Ø wide product range

Ø good quality products/services provided

Ø long opening hours

Ø delivery service provided

3. Which of the following would annoy you most in a shop? What would you do in these situations?

Ø a shop assistant leaning on the counter, looking bored and lazy;

Ø a shop assistant talking on the phone or chatting with a friend while serving you;

Ø a shop assistant trying to help you even if you do not need his attention;

Ø a shop assistant eating something while serving you.

Дата добавления: 2015-11-14