PART A 接待基本会话1．招呼用语 2
May I help you?2．听不懂时的应付之道 5
Pardon me?PART B 迎客须知1．询问及回答顾客的意愿 12
Would you like to try it on?2．要求顾客 16
Would you please take your shoes off in the fitting room?3．请的用法 19
Please.4．向顾客推荐 22
Shall I take your measurements,sir?5．如何拒绝顾客 25
I'm sorry we don't accept credit cards.6．展示商品 29
Please have a look.7．交易 31
How much is it altogether?PART C 推销用语1．询问顾客预算、喜好 36
How much would you like to pay?2．建议顾客颜色、式样 40
That color sure looks good on you.3．建议顾客尺寸大小 43
I think it's a little too small for you.4．说明流行款式 48
This is popular now.5．说明尺寸单位及限制 51
We use the centimeter in China.6．说明材质 55
It's made of 100坥tton.7．说明耐久性 58
Which wears better?8．说明洗涤方法 61
How do you prevent discoloration?9．说明存货 64
This is the largest one we have in stock right now.10．说明是非卖品 69
It's not for sale.11．说明订购事宜及所需时间 72
Shall we order some more?12．说明书及保证 76
We have a manual written in English.13．运送须知（费用、日期等） 79
Would you like to have it delivered?14．包装说明 84
Shall I gift-wrap it?15．请求汇兑 87
Would you mind changing your money into RMB?16．定金及余款的说明 91
We have a cash-on-delivery system.17．大拍卖时 93
They are all on sale.18．拒绝减价、小费 98
We can't give you any discount.19．说明折扣限度 100
Our best offer is 10％off.20．餐饮会话 103
May I take your order?PART D 说明场所位置1．层数及建筑物 110
It's on the 3rd floor.2．同楼的其他售货处 114
Where can I find stereos?3．洗手间方向 119
Where's the lavatory?4．电梯内 122
What floor,sir?PART E 说明营业时间1．平常的营业时间 128
We open from 10:00 to 6:00.2．不同的营业时间 132
Our restaurants are open till 8:00.3．旺季的营业日 135
We're open everyday during the year-end gift season.4．公休 138
Our regular holiday is Thursday.PART F 进一步的沟通1．总机的电话应答 144
Hold the line,please.2．柜台的电话应答 148
He is out at the moment.3．其他电话应对 151
Hello.Would you mind speaking more slowly?4．退货、退钱、换货的询问 158
Do you have the receipt?5．修理的询问 163
It's covered by warranty.6．广播失物及小孩走失等 168
What does she look like?7．免税品的处理 173
May I see your passport,please?PART G 各式专柜会话1．鞋类专柜 182
What does E or double E mean?2．服装专柜 186
I think they are a little tight.3．领带专柜 191
Can you select one for me that goes well with this suit?4．宝石专柜 194
Is it genuine pearl?5．西式瓷器专柜 200
It's not made in that pattern.6．日式瓷器专柜 205
How about coasters or vases?7．洋娃娃专柜 210
My friend wants to buy a doll whose head is made of porcelain.8．玩具专柜 214
This is battery-powered.9．礼品专柜 218
How about something like a Kimono?10．汇兑地点 221
How come the rate is higher?附录百货日用品一览表 226
Commodities商店用语 236