中級零售業英語﹝一般行業﹞

課程內容

1. Greeting and Offering Help

1.1 Welcoming Customers

1.2 Offering service

1.3 Responding to Customers’requests

1.4 Completing the whole procedure of a transaction

2. Customers’ Service

2.1 Asking and showing the location of the shop / department store

2.2 How to find different products in the shop

2.3 Payment methods – by cash / by credit card / by cheque / by EPS

2.4 Delivery service

2.5 Issuing coupons / free gifts

3. Introducing Products

3.1 Names of products

3.2 Origin of products

3.3 Materials of products

3.4 Maintenance and guarantee

4. Promotion Activities

4.1 Types of promotion

4.2 Products involved in the promotion

4.3 Price reduction

4.4 Free gifts to be offered

5. Enquiring about new arrival / prices / business hours

5.1 Enquiring by phone

5.2 Phone answering techniques – simple tense and clear messages

5.3 Offering help

5.4 Brief introduction of the products to draw

5.5 customers’ attention

6. Transaction

6.1 Showing products

6.2 Introducing sizes / colors / materials

6.3 Bargaining

6.4 Packing requirement

6.5 Goods delivery – filling in a delivery form

7. Handling Complaints

7.1 About wrong content

7.2 About unsatisfactory quality

7.3 About damaged commodity

7.4 About late delivery

7.5 About short items / spare parts

7.6 Politely declining the complaint

7.7 How to refer the complaint to a supervisor

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評審模式

課程考核包括持續評核及口試兩部份。

 

平時的課堂評核成績佔總成績的70%而口試成績佔30%。

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證書頒發及認可資格
課程考核包括測驗及考試兩部份，測驗成績佔總成績20%，結業考試佔80%。結業考試以選擇題形式進行，須在半小時內完成30題選擇題。

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入學要求
售貨員（學員已取得初級零售業英語證書或具有初級或以上英語程度）

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