Código: PM-03-F05

1. COLEGIO GONZALO JIMENEZ NAVAS VERSION 02 DE 31/01/2018

GUIA DE FORMACIÓN ACADÉMICA Página 1 de 1

DOCENTE: Dallana Gutiérrez ÁREA: Inglés GUIA No. 1 PERIODO: 2

ESTUDIANTE: LUISA FERNANDA RESTREPO COLORADO GRADO: 11-1 FECHA: Mayo 2020
SABER ESPECIFICO Facilitate the client’s service TIEMPO TOTAL: 4 hrs
ESTANDAR Utilizo mis conocimientos previos para entender de qué manera se atiende a un cliente.
INDICADORES DE SABER: Reconoce estándares de calidad en los procesos de servicio al cliente. SER: Recognise the importance of English language.
DESEMPEÑO HACER: Aplica estándares de calidad en proceso atención al cliente cara a cara. CONVIVIR: As a team you will work towards a shared final
goal.

STATEMENT SENTENCE: What aspects are necessary to know when serving a client? TIME
Let’s start!
KEY WORDS: be friendly, smile, face-to-face assistance, department stores, purchase, prep. Of place 4 hrs

CONSTRUYE TU APRENDIZAJE. Did you know that…

As part of this learning process, it is important to do all the propose activities. Let’s start with a review of general English concepts.
1. Mention some departments in a store.
CUSTOMER SERVICE IN A STORE
The Department Store 1. NUMBER THE
DIFFERENT
DEPARTMENTS

( 18 ) snack bar
Water fountain
( 1 ) (store) directory
(2 ) Jewellery
Counter
( 3 ) Perfume Counter
( 4 ) escalator
( 5 ) elevator
( 6 ) Men’s Clothing
Department
( 7 ) Customer pickup
area
( 8 ) Women’s
Clothing Department
( 9 ) Children’s
Clothing Department
( 10 ) Housewares
Department
( 11 ) Furniture
Department
(12 ) Household
Appliances Department
( 13 ) Electronics
Department
( 14 ) Customer
Service Counter
( 15 ) Men’s room
( 19 ) Gift wrap counter ( outside ) Parking lot (17 )
( 16 ) Ladies’ room

1. Face-to-face encounters in Customer Service (8 Rules) 2. READING ACTIVITY.

What customers really notice
Your body language -the way you stand or sit,
what you do with your arms and hands,
whether you are smiling or frowning, and so on
-tells the real truth to your customers!
Your words may be able to hide that you are
bored or uninterested, but your body can’t.
When meeting a customer, make eye contact
within 10 seconds. This creates a bond
between you and the customer and it show
your interest in real communication, if you don’t
*body language * good vocabulary *smile make eye contact, the customer could think that
*Be friendly *sense of humour *show you aren’t interested – or even worse, that you
respect are ignoring them.
*Say thank you *good appearance
*clear speaking voice
a) What is the first thing customers notice?
the language corporal is the first thing
customers notice
 b) What do words may be able to hide?
words may be able to hide that you are bored
or uninterested, but the body can’t

c) What do you have to avoid when working

with customers?
When working with clients, you should avoid
bad body language, use the phone, lie, have no
eye contact, promise things that will not be met,
not listen, among others.

FOCUS ON LANGUAGE A. Excuse me. Where’s the store directory?

B. It’s over there, next to the escalator.

A. Good morning Madam, where is the children’s

Department?
B. It’s near the Electronics Department.

A. Excuse me Sir, where can I buy toys?

B. On the third floor.

A. Pardon me. Is this the way to the Children’s

Clothing Department.?
B. Yes, it is. / No, it isn’t.

A. I will meet you at/in/near/in front of the directory

B. Okay. What time?
on the roof a. At 3:00 p.m.

on the 2nd floor *COMPLETE THE DIALOGUES:

A. Excuse me. Where’s the Perfume Counter?
on the 1st floor B. It’s it's in front of the elevator
on the ground floor
A. Excuse me Sir, where's the escalator?
on the basement B. The escalator are near the jewelry counter
A. Pardon me, is this the way to the parking lot?
B. yes, it is.

C. WRITING. Describe a department store you know. Tell what is on each floor.
This is the viva mall in medellin
There is a big mall/ there are a four floors
You also find clothing stores, gyms, games places, food places, accessories and more. The ladies’ department is on
the first floor. On the second floor you can find the makeup stores, shoe stores, accessories and others. The Perfume
Department is next to the store It is next to the baby clothes store

ACTIVITY. Where can you see this sign? (¿Donde puedes ver estos avisos?)
a. In a classroom You can park your a. In the street
3x2 Buy two
b. In a library motorbike here b. In the playground
English videos and
c. In a bookstore c. In the garden
take three

Basketball lesson a. In a sport center a. In a living room

b. In a bus station The starts at 4 b. On an escalator
c. In a shopping center p.m. c. In a classroom

Lunch for employees a. On the street Attention! Slippery a. On a hill

from 11:39 to 1:30 b. In the flat when wet. b. In a jungle
pm c. At cafeteria c. On a floor

a. At a ladies’ room a. At a bank

Please don’t b. In a bus station Sorry, we’re b. In a forest
feed the closed c. In a kitchen
c. In an aquarium
animals
 a. In a hospital a. At a Church
How do I assist b. On the first floor Everything b. In a store
you? c. At the Customer MUST GO! c. At a pool
Service counter

a. Near a trash bin. a. On a plane

Please, do not How do I
litter.
b. On a bookcase drive? b. On a bus
c. In a garage (465) c. On a boat