Tässä osassa opit muun muassa tervehtimään asiakkaita, ottamaan vastaan varauksia ja tarjoamaan apua sekä suosittelemaan asioita. Henkilökuvassa tapaamme valintamyymälässä työskentelevän Matthew Stiffin ja hänen tyttöystävänsä. Taitotaso B1.2.
Names and reservations: Varauksen vastaanottaminen
Katso video ja selvitä miten sanot, kun tehtävänäsi on vastaanottaa asiakkaan varaus puhelimitse.
Miten sanot:
Hei, voinko auttaa?
Haluaisitteko, että varaan teille?
Saisinko nimenne?
Videon teksti
(Waitrose supermarket, St Albans)
Loudspeaker:
Mr. Stiff, contact 146, please, Mr. Stiff.
Section Manager (on phone):
- Hello, can I help you?
- Yes, hello Madam.
- Yes, we have got that bread today. Would you like me to reserve some for you?
- Can I just take your name?
Advising: Ohjeita ja neuvoja
Katso videot ja selvitä miten sanot, kun tehtävänäsi on opastaa harjoittelijaa tehtävässään tai neuvoa asiakkaalle tietä.
Miten sanot:
Periaatteessa, sinun pitää...
Näytän teille kartasta.
Haluatteko tämän kartan?
Videon teksti
(In the supermarket, St Albans)
Manager: Hi there Ian. Steve, this is Ian. Ian, this is Steve. He's a new trainee. Could you show him the basics of how to rotate and fill a shelf for me? If you'd like to spare some time with him?
Assistant: Yeah. Right. Basically what you've got to do is: you get the products out of the box and you have to put them on the shelf. And basically all you have to remember is to pull the older stock forwards and put newer stuff behind so that older sell-by dates sell first and then, basically, pull them forward so it´s presented nicely for the customer. That´s all you need to do.
Trainee: OK.
Videon teksti
(In the design shop)
Customer: Good morning, I wonder if you could help me? I read in my guidebook that there is an Arabia factory shop somewhere in Helsinki. I was wondering if you could show me how to get there, please?
Assistant: It’s very easy by tram six. I’ll show you from the map. You take the tram from the railway station and then it’s the last stop. You can see the factory from the stop and it’s walking distance.
Customer: Tram six, OK from the railway station. Thank you very much.
Assistant: Would you like to have this map?
Customer: Yes, please. Thank you.
Assistant: OK. Here you are. Hope you find there.
Customer: Thank you, bye bye.
Customer needs: Toiveita ja suositteluja
Katso video ja selvitä miten sanot, kun tehtävänäsi on ottaa selvää asiakkaan toiveista ja suositella tiettyä tuotetta.
Miten sanot:
Miten voin auttaa (sinua/ teitä)?
Siinä tapauksessa suosittelisin tätä…
Videon teksti
(At the gift shop, Helsinki)
Customer: Excuse me.
Assistant: Yes, how can I help you?
Customer: Hello, I'm looking for a small gift by a Finnish designer.
Assistant: Yes, let's see …We have this, this is a pepper and salt shaker. It's quite…quite new and it's designed by Tony Ahlström, young designer.
(Man looks at the gift)
Customer: The thing is I have to send it to England in the post.
Assistant: Oh yes. In that case I will suggest this (showing the man a gift) this is made of wood. It's a pot stand. It's quite a popular gift because it's the shape of Aalto vase, you know - Alvar Aalto.
Customer: Yes, very nice.
Assistant: And it comes in this package so it's very easy to send.
Customer: That's really nice.
Handling a problem: Ongelmien selvittelyä
Katso videot ja selvitä miten sanot, kun tehtävänäsi on selviytyä asiakaspalvelun ongelmatilanteista .
Miten sanot:
Laitoimme sen ennen tänne, mutta joidenkin tuotannollisten vaikeuksien vuoksi…
…mutta meillä on vastaava tuote täällä tiskillä.
Tuote on tällä hetkellä loppunut, mutta voin tilata sen teille.
Anna teille toisen tilalle.
Laitetaanko pakettiin?
Videon teksti
(At the supermarket, St Albans)
Customer: Oh, excuse me.
Assistant: Hello sir.
Customer: I was looking for some blue stilton, I can't find it on the shelf there.
Assistant: Yeah, we used to stock it up there but due to some production difficulties they've stopped that, however we've got the alternative on the counter here.
Customer: Oh right, thank you.
Assistant: Just there at the back for you sir.
Customer: Oh, thank you.
Assistant: Okay, and the gentleman will serve you in a minute, all right?
Customer: Thank you very much.
Videon teksti
(At the gift shop, Helsinki, Finland)
Customer: Hello.
Assistant: Hello.
Customer: I’d like to return this.
Assistant: What’s the problem?
Customer: Well, there seems to be a chip here on the corner.
Assistant: Oh yes, there is, I’m so sorry. We will replace it for you. Just a moment...Here’s a new one. Now we just check this.
Customer: Yeah, It’s fine.
Assistant: Er…will I wrap this for you?
Customer: No thank you. It will go like this.
Assistant: Okay. Thank you.
Customer: Goodbye.
Assistant: Bye-bye.
Presenting a product: Tuotteen esittely
Katso videot ja selvitä mitä sanot, kun tehtävänäsi on esitellä tietty tuote asiakkaalle.
MIiten sanot:
Se on valmistettu paperista.
Sen voi pestä miedolla saippualla ja pehmeällä harjalla.
Pakkauksessa on hoito-ohjeet mukana.
Harri Koskinen on kuuluisa suomalainen muotoilija.
Se on valmistettu Ruotsissa.
Videon teksti
(At the design shop, Helsinki)
| Assistant: | There you are (Hands customer a mat). |
| Customer: | So what are they made of? |
| Assistant: | It's made from paper. |
| Customer: | Paper?! |
| Assistant: | Yes! |
| Customer: | So can you wash them? |
| Assistant: | Yes, you can, with a mild soap and soft brush. |
| Customer: | So I can't put them in the washing machine? |
| Assistant: | No. No, sorry. No, but you can iron it, so it will keep it's shape. |
| Customer: | Oh, that's good. So, they'll keep their shape for a while? |
| Assistant: | Yes. |
| Customer: | Mm…That's good. |
| Assistant: | And, the care instructions are in the package. |
| Customer: | Okay. Brilliant. |
Videon teksti
(At the design shop)
Assistant: Can I help you?
Customer: Yeah, I was wondering, what is this?
Assistant: It’s a lamp, it’s called block. And you put the lamp part inside and then the other piece on top of it on the table.
Customer: Is it by a Finnish designer?
Assistant: Yes, Harri Koskinen is a very famous Finnish designer.
Customer: And is it also made in Finland?
Assistant: No it’s made in Sweden by Stockholm Design House.
Customer: It’s very nice. How much is it?
Henkilökuva
Tapaamme valintamyymälässä työskentelevän Matthew Stiffin ja hänen tyttöystävänsä. Matthew kertoo työstään ja tulevaisuuden toiveistaan.
