1. Unit 4
Going S hopping

2. T t be discussed
opics o
C us tomer’ roles S ales clerk’s roles
• Cl r
aifyingneeds • R ing cust s
eceiv omer
• A fordet il
sking as • G ing det il
iv as
• A fortying on
sking r • Cl r
aifyingpr ems
obl
• A forpr
sking ices • Compr omisingpr ices
• Baga pr
r ining ices • Ser icing pa
v yment
• Deciding t buyt
o hings
• M king pa
a yment

3. Warm-up A c tivity
C olumn A C olumn B
… ..1. on sae
… l a T puton somet
.o hing
… ..2. tyon
… r b. T ma t pr l er
o ke he ices ow
… ..3 baga
… . r in c. Pr s w h discount pr
oduct it ed ices
… ..4 r
… . efund d. M r ur a erbuying t
oney et ned ft hings
… ..5. cha
… nge e. T ma r yment
o ke epa
f. Pr pa t geta hing
ices id o nyt
g. Apl ce w e you ca getanewt
a her n hing

4. S ales clerk’s Role
E essions t r e acust
xpr o eceiv omer
 Ca I hel you?
n p
 M yI hel you?
a p
 W tca I do foryou?
ha n
 Howca I hel you?
n p
 W tae you l
ha r ooking for?
 Ae you l
r ooking fora hing in pat a?
nyt ricul r

5. C us tomer’s Role
E essions t cl r yourneed
xpr o aify
 Do/ you ha e…
Don’t v ?
 I’m l
ooking for…
 I’m j l
ust ooking/ ow t nks.
br sing, ha
 I’m j ha ing al
ust v ook.
J l
ust ooking/ ow
br sing.

6. C us tomer’s Role
E essions t a fordet il
xpr o sk as
 Do you ha e t in ot sizes?
v his her
 Do you ha e t in differ col s?
v his ent or
 Does t come w h aw ra y?
his it ar nt
 Is t fulyr
his l efunda e?bl
 Ca I br t ba if…
n ing his ck ?
 Ca I ma acha in ca ?
n ke nge se…

7. S ales clerk’s Role
E essions t giv mor det il
xpr o e e as
Aa a e
v il bl Una a a e
v il bl
Ofcour w ha e.
se, e v It outofst
’s ock.
Cera y.
t inl T t t l stone.
ha’s he a
L me check/ook.
et l T t alw ha e.
ha’s l e v
It a a a e.
’s v il bl It nota a a e.
’s v il bl
Y it r
es, ’s efunda e.
bl It sol out
’s d .
Y you ca ma acha orr
es, n ke nge efund. It nonr
’s efunda e.bl

8. S ample Dialogue
Saescl k: G a er W tca I do foryou?
l er ood ft noon. ha n
Cust : Do you ha e abl ck dr
omer v a ess?
Saescl k: W tsize do you t ke?
l er ha a
Cust : I t ke size M
omer a .
Saescl k: L me check… Her is yoursize.
l er et … e

9. S ample Dialogue
Saescl k: G a er W tca I do foryou?
l er ood ft noon. ha n
Cust : Do you ha e abl ck dr
omer v a ess?
Saescl k: Ofcour w ha e. (Aa a e)
l er se, e v v il bl
I’m sory. It sol out (Una a a e)
r ’s d . v il bl

10. C us tomer’s Role
E essions t a fortying on
xpr o sk r
 Ca I t yiton?
n r
 M yI tyiton?
a r
 Is itpossibl ifI tyiton?
e r
 A I al ed t tyiton?
m low o r
 I’d l t tyiton.
ike o r

11. S ales clerk’s Role
E essions t a a t r it
xpr o sk bout he ight em
 Does itfityou?
 Does itsuityou?
 Does itgetaong w h you?
l it
 Is itt big ort smal
oo oo l?
 Itsuit you w l
s el.
 Itl good foryou.
ooks

12. S ample Dialogue
Cust : Do you ha e abl ck dr
omer v a ess?
Saescl k: Ofcour w ha e. Her itis.
l er se, e v e
Cust : Ca I t yiton?
omer n r
Saescl k: W not T fiting r is ov t e.
l er hy ? he t oom er her
Does itfitforyou?
Cust : It abitl butI t it ok.
omer ’s oose hink ’s

13. C us tomer’s Role
E essions t a forpr
xpr o sk ices
 Howmuch?
 Howmuch is it?
 Howmuch does itcost
?
 Howmuch w lt tbe alt her
il ha l oget ?
 Howmuch is t ?
his…
 W tis t pr of…
ha he ice ?

14. C us tomer’s Role
E essions t baga pr
xpr o r in ices
 Is t on sae?
his l
 Ca you ma itl er
n ke ow ?
 Ca I baga t pr
n r in he ice?
 Ca I ha e adiscountfort
n v his?
 Howa … .?
bout …
 W lyou t ke… .?
il a …

15. S ales clerk’s Role
Responses t baga pr
o r ining ices
 I’l giv you… .. discount
l e … .
 I’l offeryou… ..
l …
 I ca l you ha e itfor …
n et v …
 Sory, t pr is fixed.
r he ice

16. S ample Dialogue
Cust : Howmuch does itcost
omer ?
Saescl k: Itcost 300Ba .
l er s ht
Cust : Ca you ma itl er
omer n ke ow ?
Saescl k: I ca l you ha e itfor280.
l er n et v
Sory, t pr is fixed.
r he ice

17. C us tomer’s Role
E essions t decide t buyt
xpr o o hings
 Ca I ha e t one?
n v his
 I’d l t ha e t one.
ike o v his
 I t I’l ha e t one, pl se.
hink l v his ea
 I’l t ke it
la .
 I decide t buyt one.
o his
 Pl se wa itin fa wa pa .
ea r p ncy r pping per

18. C us tomer’s Role
E essions t ma pa
xpr o ke yment
 Do you t ke t cr cads?
a he edit r
 Do you t ke al lycad?
a oyat r
 Ca I pa bycheque/ r
n y cads?
 Ca I pa in ca
n y sh?

19. S ample Dialogue
Cust : Howmuch does itcost
omer ?
Saescl k: Itcost 300Ba .
l er s ht
Cust : Ca you ma itl er
omer n ke ow ?
Saescl k: I ca l you ha e itfor280.
l er n et v
Cust : I t I’l ha e t one. Ca I pa bycad?
omer hink l v his n y r
Saescl k: M st cads ae a a e.
l er a er r r ccept bl
Cust : Her itis.
omer e
Saescl k: T nk you. Pl se w itamoment
l er ha ea a .