Mastering
Retail
Interactions
Learn key phrases for effective shopping and
customer service.
•Introduction to Customer Service &
Agenda Shopping
•Key Vocabulary for Clothing & Shop Items
•Understanding Payment Methods &
Pronunciation
•Common Phrases for Assistants &
Customers
•Developing Role-Play Scenarios for
Practice
Can I Help You?
Today, we begin our exploration of
customer service and shopping
interactions. We will learn essential
vocabulary and phrases used by both
customers and sales assistants. This
will help us navigate various retail
environments effectively.
Customer surveys in a busy retail store environment.
Clothes Vocabulary Review
• Work in pairs to list clothing items.
• Brainstorm as many words as possible in two minutes.
• Compare lists with another pair for the most words.
• Discuss who in class wears listed items.
Discovering
Shop Items
Souvenir shops offer a variety of
unique items for travelers to remember
their trip. Common products include
postcards, keychains, and local apparel
like T-shirts or hats. These items serve
as mementos of a trip or thoughtful
gifts for friends and family.
Travel journal with cameras, coffee, and souvenirs.
Understanding Fit & Style
• "Try on": Put clothes on to check size or look.
• "Doesn't fit": Clothing is either too big or too small.
• "It suits you": The item looks good on the person.
• "Fitting room" or "changing room": Place to try on clothes.
When making a purchase, you have
How to Pay
several payment options available.
Common methods include paying with
cash, which is physical money, or using
electronic methods like a credit card or
debit card. For example, at a clothing
store, you might pay for a new jacket
using your debit card.
Credit card payment in consumer transactions,
influenced by advertising.
Pronouncing Shopping Terms
• "Medium": Listen for /ˈmiːdiəm/.
• "Large": Practice the /lɑːdʒ/ sound.
• "Sign": Remember the /saɪn/ vowel.
• "Receipt": Stress the /rɪˈsiːt/ syllable.
More Shopping
Vocabulary
To expand your shopping vocabulary,
it's useful to know terms for common
items. For instance, in a souvenir shop,
you might look for maps or postcards.
Other essential items include
rucksacks for travel, batteries for
electronics, or a new watch and belt.
Abundance of consumer goods on store shelves.
What Assistants Say
• "Can I help you?" (Initial greeting)
• "The fitting room's over there." (Directing customers)
• "What size are you looking for?" (Assisting with product)
• "How would you like to pay?" (Facilitating payment)
Sequencing
Understanding Shop
Conversation
Assistant Phrases
Segments
Shop assistants use specific phrases to In this activity, you will listen to
guide customer interactions, from authentic conversations between
initial greeting to final checkout. customers and shop assistants. Your
Recognizing these common task is to arrange pre-selected phrases,
expressions is crucial for effective spoken by the assistant, into the
communication in retail settings. For correct chronological order. This
instance, phrases like "Can I help you?" exercise enhances your auditory
or "The fitting room's over there" are comprehension and ability to follow a
standard in many stores. dialogue's natural progression.
Sequencing Key
Analyzing Retail
Phrases
Interactions
In this activity, you will critically listen Based on the second audio recording,
to a second conversation between a the correct chronological order of the
customer and a shop assistant. Your shop assistant's phrases is: 'e', 'b', 'd',
objective is to identify and sequence 'a', 'c'. Reflect on how the assistant's
the specific phrases used by the language guides the customer through
assistant. This exercise enhances your the purchasing process. This sequence
ability to discern transactional demonstrates a typical customer
language patterns in real-world retail service flow.
scenarios, such as those found in a
souvenir shop.
What Customers Say
• "I'm just looking." (To decline help)
• "Excuse me, do you have...?"
• "Can I try this on?"
• "I'll take it."
Mastering polite intonation is crucial for clear and respectful communication during shopping interactions.
Creating a
Shopping
Dialogue
In pairs, you will construct a complete
shopping conversation. Use the
provided prompts and integrate new
vocabulary such as 'fitting room' or
'receipt'. Practice your dialogue,
focusing on polite intonation, then role-
play your conversation with another
pair. Students practice dialogue and grammar in a classroom.
Practicing Your
Role-Play
Now, practice your shopping
conversation in pairs. Focus on
memorizing your lines and using polite
intonation, like when asking, 'Can I
help you?' or responding, 'I'm just
looking.' Aim to perform without any
notes.
Students practice dialogue, mirroring classroom
conversation.
Your Trainer Shopping Challenge
In pairs, role-play buying trainers. What phrases will you use to ask
about brands, sizes, and trying them on?
Resources
[Link]
11730246/11730246[Link]
shopping-for-ell-powerpoint-google-slides-us-e-
1702604228[Link]
general-topic/shopping[Link]
customers
• You've acquired a robust vocabulary for
Conclusio diverse shopping situations.
n • You can now identify and appropriately
use common phrases from both customers
and sales assistants.
• You understand the importance of polite
intonation in retail interactions.
• You've practiced applying new language
in realistic role-play scenarios.
• This foundational knowledge enhances
your confidence in navigating various retail
environments.
