Lesson 2: Small talk

1. Complete some polite expressions to use in costumer care with the words
from the box:

care  contact  finally  get  introduce  journey 

kind  like  long  may  pleasure

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.
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.

2. Match items from the three columns to build small talk conversations:
 Manual de Formação 2017
Realizado por: Cátia Almeida
IMP-FMC-009/0

3. Work with a partner to practice meeting a costumer for the first time. Use the
flow chart:

4. Rewrite the following questions to make them more polite and effective:

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 Manual de Formação 2017
Realizado por: Cátia Almeida
IMP-FMC-009/0

1. Who are you?

2. What are you looking for?
3. Ask me a question if you want.
4. Do you want a brochure?
5. I’ll put your name in the mailing list, OK?
6. Give me your business card.
7. I’ll contact you sometime soon.

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