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三、服务英语
说明：
1.
Q
：
顾客提问
< br>A
：
员工回答或询问
2. /
表示可替换的词语，（
）表示可省略的词语
3.
黑色字体与
红色斜体
的间隔表示
“意群”，相当于中文的“断句”，单个意群内的词
语最好不要断开说。
第一部分
公共英语
（一）常用问答
1.
Q
：请
问洗手间
/
客梯
/
自动扶梯在哪儿？
Where is the
toilet/ lift / escalator?
A
：
在前面
/
后面
/
左面
/
右面，请您向前
/
后走，往左
/
右拐。
/<
/p>
我带您去，请跟我来。
On the
front/ Back over there/ On the left/ On the
right,
please go ahead/
back
and turn left/
right. /
Please
follow me
, I
’
ll
show you the way.
Q
：去皇冠酒店怎么走？
How to
get to the Crown
Plaza
?
A
：从一楼华伦天奴柜
台旁边出去，乘电梯可以到达酒店。
Go out
by the counter of VALENTINO
and take the lift
to the hotel
lobby
.
2.
Q
：请问哪儿有超市？
Where is the supermarket,
please
?
A
：超市在六楼。
It
’
s
on the sixth floor
.
3.
Q
：外
币
/
美元
/
港
币兑换在哪里？
Where can I
exchange
foreign
currency/
US dollar/
Hongkong dollar
?
A
：请您去
6F
顾客服务中心兑换。
Please go to the
Customer Service Center
on the sixth
floor
.
4.
Q
：顾客服务中心
/
咨询台在
哪里？
Where is the Customer
Service Center/ the Information Desk?
A
：在六楼
/
在一楼大厅。
It
’
s
on the sixth floor/ in the hall of the
first floor
.
5.
Q:
有自动存包柜吗
?
Is there
any
locker
?
A:
是的，您的小件
商品可以存放在二、三、六楼自动存包柜。
Yes.
Small items
can be kept
in the locker
on the second,
third and sixth floors.
6.
Q
：我在哪里可以租借童车？
/
我在哪里可以借到雨伞？
Where
can I
lease a stroller
?/
Where can I
borrow an
umbrella
?
A
：在顾客服务中心或咨询台。
At the Customer Service Center
or at the Information Desk
.
7.
Q
：有免费饮用水提供吗？
Is there
any free drinking water supply
service
?
A:
有，在三楼休息区
Yes. it
’
s
at the resting area
on the
third floor.
8.
Q
：今天几点开门营业、何时打烊？
A
：
9:30
开门营业，晚上
10
：
00
（
10
：
30
）打烊。
What
’
s your
business time
for today
?
The store opens
at
9:30am
. and closes
at
10:30pm today
./From 9:30am to 10:30pm.
9.
Q:
哪里可以进行礼品包装
?
Where
can I have it wrapped?
A:
在六楼兰思专柜，是收费的。
You can go to the Lanz
on
the sixth floor
，
and there is
a fee to that service
.
10.
Q:
是否可以送货
?
Can you deliver
the
goods
for me?
A:
我
们可以帮您把货送到金鹰停车场或出租车停靠站。
Yes,
we may
deliver the goods for
you
to the Golden Eagle
parking lot
or the taxi stop.
11.
Q
：如果我要退换商品，怎么办理？
If I want to
return or exchange the
goods
,
how can I manage it?
A
：十天内可以到顾客服务中心办理退换货。
< br>
You can
exchange or
return it
at the Customer
Service Center
within 10
days
from your
purchasing.
12.
Q:
哪里有
______
卖？
Would you please
tell me
where I can
get _______
(where is
the__________)?
A:
您需要的商品在
1/2/3/4/5/6
楼，我带您去吧。
It
’
s
on the
first/second/third/fourth/fifth/sixth
floor
. Please follow me.
I
’
ll show you the
way
.
13.
Q:
哪里可以用餐？
Where can
I
have meal
?
A:
六楼的悠仙美地餐厅可以用餐。
You can have meal
at Yos-
mite on the sixth floor or the coffee shop next to
it
.
14.
Q
：
请问这里有广播寻人的服务吗？我和我的朋友
/
孩子走失了。<
/p>
Is there any service
for finding friends/ child
by broadcasting? I lost my friends/ child.
A
：有的，我们设法替你广播寻人。
Yes, we
’
ll
try to find them
by
broadcasting.
?
不清楚的问题可回答
:
A:
您稍等一下，我帮您找管理人员问一问。
Please wait a moment,
I’
ll ask someone
for help.
A
：对不起
,
这个问题我不太清楚
< br>,
请您到
1
楼咨询台或
6
楼顾客服务中心问一下。
Sorry,
I’
m not
sure about this.
Please
consult some one
at the Information
Desk
or at the
Customer
Service Center
.
（二）必要提醒
1.
2.
3.
4.
5.
对不起，请不要在商场里吸烟<
/p>
/
拍照。
Sorry,
no
smoking/photographing
in the
shopping center.
请小心看管好您的钱物和随身物品。
Please
take good care
of
your money and personal belongings.
您可以到六楼领券处领券
/
停车券。<
/p>
You can get coupons/ parking
coupons
at the sixth floor
.
请当面检查好您所购的商品。
Please check the merchandise
right at the site of
purchasing
.
这是易碎商品，请您留心。
This
is fragile merchandise,
please be
careful
.
6.
7.
请您看管好您的孩子。
Please
take good care of your child.
对不起，我们已经打烊了，欢迎您明天再来。
Sorry, we are closed.
Welcome back here
tomorrow.
（三）数字英语
1.
1~100:
one 1
two 2
three 3
four 4
five 5
six 6
seven 7
eight 8
nine 9
ten 10
eleven 11
twelve 12
thirteen 13
fourteen 14
fifteen 15
sixteen 16
seventeen 17
eighteen 18
nineteen 19
twenty 20
twenty-one 21
(
依此类推，后同
)
thirty-one 31
forty-one 41
fifty-one 51
seventy-one 71
eighty-one 81
ninety-one 91
one hundred100
2.
例
(for example):
100.5
元：
one
hundred point five yuan
101
元：
one hundred
and one yuan
975.35
元：
nine
hundred
and seventy-five
point
thirty five yuan
1000
元：
one
thousand yuan
1805
元：
one
thousand
eight hundred
and
five yuan
3.
时间英语：
上午
9:30
──
nine
thirty/half past nine a.m./ in the morning
晚上
10
点──
ten o
’
clock p.m./
in the evening
现在几点了？
What
time is it ?
11:10
──
Eleven ten / Ten past eleven.
11:15
──
Eleven fifteen / A quarter past eleven.
11:25
──
Eleven twenty-five / Twenty-five past
eleven.
11:30
──
Eleven thirty / Half past eleven.
11:40
──
Eleven forty / Twenty to twelve.
11:45
──
Eleven forty-five / A quarter to
twelve.
11:55
──
Eleven fifty-five / Five to twelve.
12:00
──
Twelve / Twelve
o
’
clock.
第二部分
营业专用英语
（一）销售常用语
1.
售前：
A
：先生
/
女
士，早上
/
中午
/
下午
/
晚上好！
Good morning/ noon/ afternoon/ evening,
sir/ madam.
A
：欢迎光临，请随便看看。
Welcome, please take your time
to have a look
.
A
：欢迎光临
XX
专柜。
Welcome to XX counter.
2.
售中：
(1)
A
：有什么可以帮您的吗？
May
I help
you
？
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