Tiếng Anh chuyên ngành bán hàng 9

Tiếng Anh chuyên ngành bán hàng

Unit 11 BANQUETING

I ANSWER THE FOLLOWING QUESTIONS

1, What information should a captain learn if a guest tells him that he would like to hold a banquet in the restaurant?

2 Should the captain ask the guest to tell him the guest's room number if the guest is staying in the hotel? Why?

3 Do you think it is necessary for the captain to ask what the guest's room number is if the guest is staying in another hotel? Why?

4 Do you think it is necessary for the captain to repeat all the information about the reservation before he says good-bye to the guest? Why?

5, What should the captain say to end the telephone conversation?

6 What should the captain do if the guest tells him that he does not like a certain dish on the banquet menu?

7, Should a guest pay in advance for a forty people dinner party?

8 When should the captain tell the guest, “If you have any questions, please feel free to contact us"?

Il COMPLETE THE FOLLOWING DIALOGUES USING THE WORD

Good afternoon Rose Restaurant May I help you?

I'm staying in your hotel I'd’ like to invite some friends to dinner this Saturday evening Please it for me

How many are there in your party, sir!

Forty

Do you prefer food or Western food!

Chinese food

Fine How much would you like to for each person?

200 yuan for each

Very good, sir May I know your name and room number’?

Smith, George Smith Room 923

Thank you, Mr Smith Anything special you'd like to have on the menu? You see, I know little about Chinese food I'll leave it to you

With So that's a dinner party for forty people at 200 yuan each this Saturday evening Is that correct?

Very good, Mr Richard The second menu

With pleasure, Mr Richard, Let's see How about Braised prawns with tomato sauce and Crisp fried chicken, sir? They are very delicious

Oh, I don't think it is necessary, sir If you have’any question, please feel free to contact us

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5.G: Thank you very much for the two menus you sent me Both are good, but

I think the second one is better

6 C: Now, what time would you like to have the dinner party?

7.G: About 7:30 Is it all right? :

8 C: That will be fine, Mr Richard

9 G: LH listen to you

10 G: Well, shall I pay in advance for it?

11 G: I will

12 C: We look forward to seeing your party on the 2nd February, Mr Richard

IV LOOK AT PICTURE BELOW AND MAKE OUT THE CONVERSATION

Unit 12 BREAKFAST

I ANSWER THE FOLLOWING QUESTIONS

1 What can you recommend if a guest likes to try some Chinese breakfast?

2 When the guest thanks you, what should you say?

3 If the guest tells you he likes to give order in a few minutes, what should you say?

4 What should you ask if a guest orders the egg?

5 What information should you learn when a guest tells you he would like

to have American breakfast!

6 What does the continental breakfast consist of?

7 What does the American breakfast consist of?

8 What did you have for breakfast this morning"?

II COMPLETE THE FOLLOWING DIALOGS

Waiter: Good morning,

UI ACTS OUT THE CONVERSATION

Wilma and Paul are having breakfast at Pacha's Coffee House, a pop- ular breakfast spot for visitors to our city

Good morning, sir, madam May [take your order?

Good morning Could I have a menu, please?

Oh, I'm sorry, sir Here you are, sir

Thanks I'll have the American breakfast,

I'm starving

What fruit juice would you like, sir?

Have you got melon juice?

You mean watermelon juice, sir?

How would you like your eggs?

Fried eggs, sunny-side-up and bacon

Melon juice, fried eggs, sunny-side-up and bacon And will you have

coffee or tea, sir?

Coffee, please

And for you, madam?

Tl have a glass of fresh orange juice and comflakes with hot milk Would you like dried fruits or honey with your cereals, madam? Dried fruits, please

Cornflakes with dried fruits and hot milk Anything else, madam?

Wilma: No, not for the moment Thank you

IV USE THE BREAKFAST MENU OF PACHA'S COFFEE HOUSE (SEE SNAPSHOT 1), OR THE MENU OF YOUR RESTAURANT, TO HELP YOU COMPLETE THE FOLLOWING DIALOGUE

(Scene: Two air hostesses of a famous airline are having breakfast at Pacha's) 286

Mr Evans is having breakfast at Pacha's and he is very hungry Can you

complete the following conversation and make sure Mr Evans gets a satisfying

breakfast?

Greet, take order:

Diner: Yes, I'll have the American breakfast, I'm as hungry as a bear

Ask about fruit juice:

Diner: I'll have a glass of tomato juice, please

Ask cereals/eggs:

Diner: Eggs, please

Ask about eggs:

Diner: Fried eggs, sunny-side-up and bacon

Unit 13 COMPLAINTS

I ANSWER THE FOLLOWING QUESTIONS

1, What should a waiter say if a guest tells him the food is not fresh?

2, What should the waiter do after that?

3 What should the waiter do if the guest does not like a replacement or an alternative?

4, Should the guest pay for the drink he has while waiting for the replacement?

5: Who should pay for the drink?

6 What should the waiter say to persuade the guest to try the restaurant again?

7 What should a head waiter say if a guest complains about the slow service?

8 What should the head waiter say after he settles the problem for the guest?

II COMPLETE THE FOLLOWING DIALOGUES

1 Guest: Waiter, the table- cloth is dirty It's covered with soup stains

2 Waiter: Oh, IÌI please

Look at these glasses This one has even got lipstick on it Madam Right away

Look! What have you done? Spilt soup all over my new dress Madam Ido this unfortunate accident have the dress cleaned and send the bill to us We will ¬ One moment

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UL IF THE CUSTOMER PRAISES THE FOOD OR SERVICE WHAT SHOULD A WAITER/WAITRESS SAY OR DO?

1 Smile and thank the customers

2 Say nothing

3 React with embarrassment

4, Ask for a larger tip

5 Say "That's very kind of you"

6 Tell the customer you will pass on the compliment to other staff

(as appropriate)

7 Ask the customer to write a letter to the manager

8 Say "I'm glad you like it"

9 Say “Of course" and laugh

IV WHAT ACTION SHOULD RESTAURANT STAFF TAKE IF

(a) The food or drink is spilt on guest's clothing?

(b) A guest becomes ill?

(c) The wrong dish is served

(d) The food was not served as ordered by the customer

{e) The wine was bad

(f) The waiter forgot to serve a dish

V PUT THE SENTENCES IN THE CORRECT ORDER TO COM- PLETE THE FOLLOWING DIALOGUES:

Dialogue 1:

Diner: Yes, give me another martini,

Waiter: Yes, sir What's wrong?

Diner: This meat's as tough as leather!

Waiter: I'm terribly sorry, but well-done meat tends to be tougher Well

this is toughest well-done meat I've ever had!

Waiter: Would you like something else?

Diner: Well I can't eat the meat! Have you got any spaghetti?

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19.GTTA-A

Waiter: Yes, sir

Diner: Then I'll have some

Dialogue 2

Diner: Waiter The sun is shining straight into my eyes Could we change

Waiter: I'll close the curtain for you, sir

Diner: We'd rather change table It's too warm here

Waiter: Would you prefer to sit in the middle of the room

Diner: Yes, that would be better

Dialogue 3

A MOTHER AND TWO KIDS

Diner: Excuse me, waiter/waitress?

Diner: Thank you

VI COMPLETE THE FOLLOWING DIALOGUES

Complaints about the service

Waiter: Yes, sir

Diner: I've been trying to catch your attention now for the last 15 minute Waiter: I'm sorry, sir We're terribly busy

Diner: How much longer are we going to have to wait for our dinner? Waiter: I'm afraid duck takes quite a while to prepare I'll see about your

_ order Would you like a salad while you're waiting

Diner: No, thank you

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19.GTIA-B

Complaints about the dining-room

Diner 1: Waiter

Waiter: Yes, sir?

Diner 1: My wife's freezing

Waiter: I'm sorry I can't turn down the air-conditioning, because we've

had several complaints that it’s too warm in here Why don't you

put on your jacket?

Diner 2: I don't particularly care for eating with my jacket.-

Waiter: Perhaps, you'd rather sit over there in the corner? There's less

Unit 14 GIVING THE BILL AND SEEING OFF GUESTS

I COMPLETE THE SENTENCES WITH IN OR BY

-CanIpay credit card?

I'll ask the cashier to prepare the bill dollars

That's great I'll pay Visa

Can we pay traveller's cheque?

I prefer to pay cash, if that's OK

How will you be paying sir? cash or credit card?

Il, ANSWER THE FOLLOWING QUESTIONS

Can a waiter offer the guest his bill without being asked?

Does the restaurant in China accept foreign currencies?

What should the guest do if he has only got some foreign currencies while

paying the bill?

What are the procedures if the guest pays in cash?

What kind of credit cards does a restaurant in China usually accept?

What are the procedures if the guest wants to pay with a credit card?

What should a waiter say if a guest wants to pay with the credit card which the restaurant does not honor?

Who can sign the bill in a restaurant of a hotel?

What information should a waiter learn if a guest wants to pay by signing the bill?

10 What should a waiter say if a guest tells him there is a mistake on the bill?

11 What should a waiter do if there is a mistake on the bill?

12 What should the waiter say if, in fact, there are no mistakes on the bill?

13 What should the waiter do to please the guest when the guest has to wait for another bill?

14 What should the waiter say when he has the wrong bill changed and

15 Do you think the waiter should report the miscalculation to the manager later?

Ill, EXPLAINING THE BILL

1 Three guests ask Jan for the bill Read the dialogues and say whether the sentences are true or false

1 The guests ordered from the a la carte menu

2 Drinks are included in the table d’ hotel menu

3 The guests knew that VAT was part of the bill

4 The guests are from France

5 Rosa knows the guests

Dialogue 1

Guest: Can I have the bill, please?

Waiter: Certainly madam Just a moment please Here you are madam

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Guest: Thank you Can I pay by credit card? Waiter We accept Visa,

American Express and MasterCard

Guest: Perfect Fil pay by Visa

Waiter: Very well madam Will you sign here, please?

Guest: Yes, of course

Waiter: Here's your bill and your receipt madam Thank you

Dialogue 2

Guest 1: Could you bring us the bill, please?

Waiter: Yes, sir I'll bring it immediately

Guest 2: Can we pay by traveller's cheque

Waiter: I'm afraid we don't accept traveller's cheques sir

Guest 2: OK Can we pay in US dollars?

Waiter: Yes, sir I'll ask the cashier to prepare the bill in dollars Here you

are sir

Guest 1: Is service included in the bill?

Waiter: Yes, sir, it is

Guest 2: Let's leave him a tip anyway John, the service was excellent Dialogue 3

Guest: How much is it?

Bartender: One moment sir I'll prepare the bill Here you are sir The bill

Guest: Oh, that's a lot of money! Is tax included?

Bartender: Yes, sir VAT is automatically charged

Guest: I see

Bartender: How will you be paying, sir? In cash or by credit card?

Guest: In cash and keep the change

Bartender: Thank you, sir

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2 Read again and complete the bill

TAPE SCRIPT

Unit 2 DESCRIBING JOBS AND WORKPLACE

LISTENING AND SPEAKING

ACTIVITY 1

Susan: Good morning My name's Susan Davies I'm the Head Waiter

Welcome to the Casablanca

Jan: Pleased to meet you My name’s Jan Nowak

Susan: Before going to the restaurant I'd like to introduce you to Mr

Grant, the Manager of the Hollywood Hotel

Jan: The Hollywood Hotel?

Susan: Yes The Casablanca Restaurant's part of the Hollywood Hotel

Here we are Here's the Manager's office Hi Jane Is Mr Grant

in his office?

Jane: Yes, he is

Susan: Jan, this is Jane Newman, one of the hotel receptionists

Jan: Nice to meet you I'm Jan Nowak

Jane: Helio, Jan Nice to meet you

Susan: Jan's the new waiter Good morning, Mr Grant Let me introduce

you to Jan Nowak, the new waiter

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Unit 3

RESERVATIONS

LISTENING AND SPEAKING

ACTIVITY 1

Guest: Hello Is this the Chinese Restaurant?

Waiter: Speaking May I help you?

G Yes, I'd like to reserve a table for tonight, please

W Certainly, sir For how many persons, please?

G: In the main restaurant will be fine

W: Certainly, sir A table for 8 at 7 tonight May I have your name

and telephone number, please?

Sure It's Franks and my number is 288328

Ww: Thank you very much, Mr Franks My name is Chan and we look

forward to seeing you

2 See you tonight

Ww: Goodbye

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Guest: Excuse me, where is the telephone?

Waiter: The public phone, madam?

W: It's over there at the back of the elevator hall

G: Thanks a lot

G: Could you please tell me how to get to the Bar?

Ww: The Bar is on this floor Please go straight along the hall way, turn

left at the end and the Bar is on the right

G: Thank you

2

1 The cloakroom is over there

2 The elevators are straight ahead on the left

3 The restroom is at the end of the hallway to the right

4, The stairway is around the comer over there

5 I'll show you the way

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