Dealing with customers 2

2
Dealing with customers
A: Customer types B: Products and services C: Giving directions
Am Ende des Kapitels
... kann ich mithilfe von Redewendungen Bilder genau beschreiben.
... kenne ich unterschiedliche Kundentypen und kann diese in Englisch beschreiben.
... kann ich Arbeitsereignisse mithilfe des „simple past“ erzählen.
... kenne ich wichtige Produkte aus meinem Ausbildungsbetrieb in Englisch.
... bin ich in der Lage, einem Kunden in Englisch den Weg zu erklären und selbst nach dem Weg
zu fragen.
A
B
Products and services
C
Giving directions
Customer types
Situation: On the way home from work
6
Natalia is on her way home from work when her mobile phone rings. Anna is calling her and she is really annoyed about
her day at work. She asks Natalia whether she could come to
her place and have dinner with her.
Natalia agrees and rings Murat straight away to invite him,
too. Half an hour later, Anna, Natalia and Murat are sitting
in Natalia’s kitchen talking about their day at work. Anna is
really furious about the behaviour of one of her customers
today.
Vocabulary
to have dinner with so. = mit jmdm. zu Abend essen
to ring = klingeln
straight away (adv.) = direkt, sofort
to be annoyed about sth. = genervt sein von etw.
furious (adj.) = wütend, aufgebracht
Task 1
Describe the picture by using some of the useful phrases below.
But I think you
are completely
wrong!
1. The woman/The man is standing …
inside a …
in front of …
next to …
2. She/He is …
angry/friendly/sad/loud/…
talking to …/about …
saying …
holding …
complaining …
explaining …
Vocabulary
useful (adj.) = nützlich
to hold sth. = etw. halten
28
twenty-eight
to complain = sich beschweren
to explain sth. = etw. erklären
2
Task 2
a) What kind of customer types do you see in these pictures?
2
1
Should
I buy this
product??
When does he
finally stop
talking?!
4
3
She‘s really
nice!
$$$
b)
Describe the customer types by using a dictionary.
Vocabulary
dictionary = Wörterbuch
twenty-nine
29
B
Products and services
C
Giving directions
Customer types
Task 3
Only work on ONE of the tasks. When you have finished, ask your teacher for other tasks to work on.
3.1 a) Sequence the pictures and match the correct phrases to them by writing the corresponding number next to the pictures and phrases.
Vocabulary
3.2 b) Describe what you can see in the
pictures.
to sequence = in eine Reihenfolge bringen
corresponding (adj.) = dazugehörig, übereinstimmend
What is the woman doing?
branded boots = Markenstiefel
3.2 Write a short story about the customer’s
to take off = ausziehen
day at the electronic retail store with the
to bargain = handeln, feilschen
help of the following words and pictures.
3.3 Create your own story about a customer with the help of the dictionary.
3.1 a) Sequence the pictures and match the correct phrases to them by writing
easy
the corresponding number next to the pictures and phrases.
trying on the
branded boots
trying on the
cheaper boots
wants to spend
little money
entering a shop
wants to buy
new winter boots
taking off the
branded boots
trying to bargain with
the shop assistant for
a lower price
dislikes the cheaper
boots
b) Describe what you can see in the pictures. What is the woman doing?
Example:
She is entering the shop. She …
30
thirty
2
medium
3.2 Write a short story about the customer’s day at the electronic retail
store with the help of the following words and pictures.
Vocabulary
to decide = entscheiden
to speak to a customer = mit einem Kunden sprechen
in front of = vor (örtlich)
to show = zeigen
flat screen television = Flachbildschirmfernseher
several designs = verschiedene Modelle
1
2
3
4
advanced
3.3 Create your own story about a customer with the help of the dictionary. Use
the following words: to dither – to think it over – cash desk – organic food.
Make sure to form whole sentences and use the simple present.
Example:
A young man enters the supermarket. He …
Vocabulary
to dither = sich nicht entscheiden können
to think it over = es überdenken
organic food = Bio-/Naturkost
to make sure = darauf achten
thirty-one
31
B
Products and services
C
Giving directions
Customer types
Task 4
Fill the empty spaces with the given words and find out which customer type is described.
Words to be filled in:
waverer – same – finish – sales talk – price – talkative – customers – self-confidence – tries
– several – nice guy – unproblematic – bargainer – private – lack of – to – spend – type –
salesman – wishes
Type 1: The ___________________ customer
Some ______________ are extremely communicative. They tell the retail salesman everything about their
life or describe _____________ problems. Thus, the main _______________ is secondary.
Type 2: The ___________________
There are customers who waver between _____________ products. It doesn’t matter whether it is a
_____________ knowledge or missing _____________________, they often seem helpless and unable to
cope with the decision. Often they _____________ the sales talk with the words: “I want to think it over
quietly.”
Type 3: The ___________________
The customer pays extreme attention _____________ the _____________ of the product and often tries
to bargain. The person wants to _____________ only a small amount of money and always _____________
to get a good bargain.
Type 4: The ___________________
This customer _____________ is the most pleasant for the retail _____________. Customer advice is
_____________________. The politely formulated _____________ can mostly be fulfilled by the shop
assistant in the _____________ friendly way.
Vocabulary
32
waverer = Unentschlossener, Schwankender
knowledge = Wissen, Kenntnis
sales talk = Verkaufsgespräch
missing (adj.) = fehlend
talkative (adj.) = redselig, geschwätzig
unable to cope with the decision = mit der Ent-
self-confidence = Selbstbewusstsein
scheidung überfordert sein
several = mehrere, verschiedene
to think it over = es überdenken
nice guy = lieber/netter Kerl
quietly (adv.) = in Ruhe, ruhig
bargainer = Schnäppchenjäger, Feilscher
to pay attention = achten auf
lack of = Fehlen von, Mangel an
to get a good bargain = ein Schnäppchen machen
extremely (adv.) = äußerst
pleasant (adj.) = angenehm
secondary (adj.) = nebensächlich, zweitrangig
customer advice = Kundenberatung
to waver (between) = sich nicht entscheiden können
politely (adv.) = höflich
(zwischen)
to formulate = formulieren
it doesn’t matter whether = egal ob
to fulfil = erfüllen
thirty-two