新视野大学英语视听说教程第二版第三册答案

新视野大学英语视听说教程第二版第三册答案

案场各岗位服务流程

销售大厅服务岗：

1、销售大厅服务岗岗位职责：

1)为来访客户提供全程的休息区域及饮品;

2)保持销售区域台面整洁;

3)及时补足销售大厅物资,如糖果或杂志等;

4)收集客户意见、建议及现场问题点；

2、销售大厅服务岗工作及服务流程

阶段工作及服务流程

班前阶段1）自检仪容仪表以饱满的精神面貌进入工作区域

2）检查使用工具及销售大厅物资情况，异常情况及时登记并报告上级。

班中工作程序服务

流程

行为

规范

迎接

指引

递阅

资料

上饮品

（糕点）

添加茶水

工作

要求

1）眼神关注客人，当客人距3米距离

时，应主动跨出自己的位置迎宾，然后

侯客迎询问客户送客户

注意事项

15度鞠躬微笑问候：“您好！欢迎光临！”2）在客人前方1-2米距离领位，指引请客人向休息区，在客人入座后问客人对座位是否满意：“您好！请问坐这儿可以吗？”得到同意后为客人拉椅入座“好的，请入座！”

3）若客人无置业顾问陪同，可询问：请问您有专属的置业顾问吗？，为客人取阅项目资料，并礼貌的告知请客人稍等，置业顾问会很快过来介绍，同时请置业顾问关注该客人；

4）问候的起始语应为“先生-小姐-女士早上好，这里是XX销售中心，这边请”5）问候时间段为8:30-11:30 早上好11:30-14:30 中午好 14:30-18:00下午好

6）关注客人物品，如物品较多，则主动询问是否需要帮助（如拾到物品须两名人员在场方能打开，提示客人注意贵重物品）；

7）在满座位的情况下，须先向客人致歉，在请其到沙盘区进行观摩稍作等

待；

阶段工作及服务流程

班中工作程序工作

要求

注意

事项

饮料（糕点服务）

1）在所有饮料（糕点）服务中必须使用

托盘；

2）所有饮料服务均已“对不起，打扰一

下，请问您需要什么饮品”为起始；

3）服务方向：从客人的右面服务；

4）当客人的饮料杯中只剩三分之一时，

必须询问客人是否需要再添一杯，在二

次服务中特别注意瓶口绝对不可以与

客人使用的杯子接触；

5）在客人再次需要饮料时必须更换杯

子；

下班程

序1）检查使用的工具及销售案场物资情况，异常情况及时记录并报告上级领导；

2）填写物资领用申请表并整理客户意见；3）参加班后总结会；

4）积极配合销售人员的接待工作，如果下班时间已经到，必须待客人离开后下班；

1.3.3.3吧台服务岗

1.3.3.3.1吧台服务岗岗位职责

1）为来访的客人提供全程的休息及饮品服务；

2）保持吧台区域的整洁；

3)饮品使用的器皿必须消毒；

4）及时补充吧台物资；

5）收集客户意见、建议及问题点；

1.3.3.3.2吧台服务岗工作及流程

阶段工作及服务流程

班前阶段1）自检仪容仪表以饱满的精神面貌进入工作区域

2）检查使用工具及销售大厅物资情况，异常情况及时登记并报告上级。

班中工作程序服务

流程

行为

规范

问询需求按需求提

供饮品客户离开后清理桌面

阶段工作及服务流程

服务准迎客：保得知需客户

班中工作程序工作

要求

注意

事项

1)在饮品制作完毕后，如果有其他客户仍

在等到则又销售大厅服务岗呈送；

2)所有承装饮品的器皿必须干净整洁；

下班程序5）检查使用的工具及销售案场物资情况，异常情况及时记录并报告上级领导；

6）填写物资领用申请表并整理客户意见；7）参加班后总结会；

8）积极配合销售人员的接待工作，如果下班时间已经到，必须待客人离开后下班；

1.3.4展示区服务岗岗位职责

1.3.4.1车场服务岗

1.3.4.1.1车场服务岗岗位职责

1）维护停车区的正常停车秩序；

2）引导客户车辆停放，同时车辆停放有序；

3）当车辆挺稳时，上前开车门并问好；同时提醒客户锁好车门；4）视情况主动为客户提供服务；

5）待车辆停放完好后，仔细检查车身情况请客户签字确认；

1.3.4.1.2

阶段工作及服务流程

班前阶

段1）自检仪容仪表

2）检查周边及案场区设备、消防器材是否良

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2.Listen to Passage 2 again and choose the best way to complete the sentences BDDBA Test CCBBD CDBCB C

Unie 2 Outside view Activity 1 1.Watch the video clip and match the speakers with the statements. K/K/T/S/T/K/S/K Activity 2 2.3.5 Activity 3 regarded along communicating But If during how as plays less LISTENING IN Passage 1 1.Listen to Passage 1 and match the colours with the characteristics

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24 Role-playing Task1activity2 gafhbdce Morepracticeinlistening shortconversations1 DABCC longconversations CBDA Passages:Passage1 ACDC Passages:Passage2 1.distressing 2.desperate 3.urge 4.acquire 2 5.aretotallyunawareof 6.areisolatedfrom 7.affirm 8.interactwith

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