Versión de HTML Básico
UNIT
2
Face to face with customers
13
Now add phrases from the dialogue to fit the categories below.
Complete the sentences with words from the box.
1 May I _______________ you to Mrs Burton? She’s our regional manager.
2 It’s nice to _______________ meet you face to face.
3 _______________ I take your jacket?
4 Oh, that’s very _______________ of you.
5 I’d _______________ to introduce myself. My name’s Ralph Lee. I’m the floor manager here.
6 Would you _______________ for coffee or tea?
7 Can I _______________ you some mineral water?
8 We’ll be in _______________ by email as usual.
9 It was a _______________ to meet you. Have a nice _______________.
10 So _______________ for now.
CUSTOMER FOCUS EXTRA
care
•
contact
•
finally
•
get
•
introduce
•
journey
•
kind
•
like
•
long
•
may
•
pleasure
Greetings and introductions
________________________________________
________________________________________
________________________________________
________________________________________
________________________________________
________________________________________
Small talk questions
________________________________________
________________________________________
Of fering hospitality
________________________________________
________________________________________
________________________________________
Saying goodbye
________________________________________
________________________________________
________________________________________
________________________________________
________________________________________
Good morning. You must be … . I’m …
So long for now.
4
Small talk may seem to deal with unimportant topics, but it is necessary for ‘breaking the ice’ with customers.
People can relax and get comfortable with light topics such as:
• their trip
(How was your flight? Did you have any trouble finding us?)
• where they are staying
(So, how’s your hotel? Everything OK?)
• (first) impressions of the city
(Have you ever been to … ? So, what do you think of … so far?)
• the weather
(Great weather, isn’t it? How’s the weather in … ?)
Be careful with making small talk on topics like family, religion or politics, or with making compliments about
somebody’s appearance. Depending on your customers’ cultural background, they might find the topics too
aggressive or too personal in a business context.