年底各大商场都挂上了大大的“Sale”字样,此情此景就连那些平时理智的顾客也会迷失了方向,一时心血来潮就买了许多原本不在购物单上的东西,等冷静下来又免不了后悔。而对于服务员来说,这时就是考验他们业务素质的时刻,他们该如何做到既坚持“顾客至上”的宗旨但又不损害商场利益?
发音：美式发音+澳式发音 语速：160词/分钟 使用方法：精听+角色扮演
Customer A: Thank you so much for your help. ①If only all shops offered assistance like yours.
Dave: That’s what I’m here for.
Customer B: I want to speak to the manager!
Dave: I’ll be with you in just a moment, madam. (To Customer A) There you go. Have a lovely Christmas.
Customer A: You too. (whispering) Good luck with this one.
Dave: Hello. How can I help you?
Customer B: I’ll wait for the manager, thanks very much. 
Dave: You may be waiting for a while, as no manager will be in today. Perhaps you can come back tomorrow?
Customer B: Tomorrow?! Are you 1)insane? Tomorrow is Christmas Eve. ②Every man and his dog will be 2)swarming the city. ③You aren’t the sharpest tool in the shed, are you… (looking at his name badge) Dave?
Dave: Look, madam, if you just explain your problem to me, maybe I can help you.
Customer B: ④Don’t you get smart with me, young man. Right, I want my money back on this CD.
Dave: OK. What was the problem with it?
Customer B: I don’t like it.
Dave: Unless there is a fault with the product, I can’t give you your money back.
Customer B: The fault is: it’s 3)crap! There’s not a good song on there.
Dave: Did you listen to it before you purchased it? We have listening stations in place for you to try before you buy.
Customer B: I don’t have time to listen to things. What are you going to do about it?
Dave: I can give you a store 4)voucher, or you are welcome to 5)swap it for another CD now, if you’d like.
Customer B: Get your manager on the phone. ⑤I’m going to give him an earful.
Dave: I can assure you, madam, the manager will tell you exactly what I have just told you. This is our store policy.
Customer B: Oh, this is just great. Fine! Give me the voucher. But don’t you think you’ve heard the last of me. I’ll be writing a letter to your head office, and ⑥I will be dropping names…Dave.
Dave: Here you go, madam. This voucher is 6)valid in any of our stores. Maybe you can find a store closer to your house. Have a very merry Christmas.
顾客甲:非常感谢你的帮忙。要是所有商店的服务员都跟你一样(服务周到)就好了。
戴夫:这是我应该做的。
顾客乙:叫你们经理来,我要跟他说。
戴夫:女士,请容许我走开一会儿。(对顾客甲说)这边请。祝您圣诞
快乐。
顾客甲:你也是。(悄声说)希望这位女士不会有大麻烦。
戴夫:您好。有什么能帮到您的吗?
顾客乙:谢了,但我要等你们的经理来。
戴夫:那可能要让您久等了,因为今天经理不在。要不您明天再过来?
顾客乙:明天?!你哪根筋不对?明天就是平安夜了。明天肯定到处都挤满了人。你不至于蠢到这地步,对吧……(端详着戴夫的胸卡),戴夫?
戴夫:这样吧,女士,如果您把您的问题说出来,说不定我能帮您。
顾客乙:少跟我玩花样,年轻人,好,我要你把这光碟的钱退还给我。
戴夫:可以,它哪里有问题?
顾客乙:我不喜欢这唱片。
戴夫:除非是质量问题,否则我们是没办法退钱的。
顾客乙:问题就是这张唱片根本就是垃圾,里面没有一首歌是好听的。
戴夫:在您买之前您没有试听过吗?我们有提供专门的试听室给顾客
试听。
顾客乙:我可没时间试听这些东西。那你打算怎么处理这事?
戴夫:我送您一张我们店的购物券,或者如果您想现在把它换购成其他唱片,我们也欢迎。
顾客乙:给你们经理打电话,我有一大堆东西要向他投诉。
戴夫:女士,我可以保证我们经理会给您同样的答复。这是我们店的
规定。
顾客乙:哦,这太好了。行!把购物券给我。但你别以为我这样就算了,我会写封投诉信到你们的总部,而且我还会附上你的名字……戴夫。
戴夫:这边请,女士。这张购物券在我们的任何一间分店都可以使用,也许您可以找一间离您家比较近的。祝您圣诞快乐。
Smart Sentences
① If only all shops offered assistance like yours. 要是所有商店的服务员都跟你一样(服务周到)就好了。
if only: used to express a wish or desire, especially on sth. that cannot be fulfilled(用以表达难以实现的愿望)。例如:
If only you could go tomorrow.
如果你明天能去就好了。
② Every man and his dog will be swarming the city. 明天肯定到处都挤满了人。
every man and his dog: a lot of people(很多人)。
例如:
Every man and his dog will go home for Christmas.
许多人都回家过圣诞节。
③ You aren’t the sharpest tool in the shed, are you…Dave? 你不至于蠢到这地步,对吧……戴夫?
not the sharpest tool in the shed: a gentle way to say sb. is just unintelligent(婉转表示某人并不聪明)。例如:
You can’t expect Polly to finish that job. She is not the sharpest tool in the shed.
别指望波莉能完成任务,她没那本事。
④ Don’t you get smart with me, young man. 少跟我玩花样,年轻人。
get smart with sb.: talk to sb. in a rude manner, esp. to sb. in authority(以粗鲁的口吻与某人说话,特别是对当权者)。例如:
If you get smart with me, you’ll feel sorry.
如果你这么跟我说话,你会后悔的。
⑤ I’m going to give him an earful. 我有一大堆东西要向他投诉。
give sb. an earful: speak angrily to sb. for quite a long time(没完没了地训斥)。例如:
My mom gave me an earful last night.
我妈昨晚骂了我很长时间。
⑥ And I will be dropping names…Dave. 我还会附上你的名字……戴夫。
drop names: refer sb. by names, used as a threat(提到一些人的名字,用以威胁)。例如:
You don’t think I dare to drop names at the meeting if you go ahead with this?
如果你一意孤行,你以为我不敢在会上提到一些人的名字吗?