Cashier Transactions | Cashier Customer Service
Customer Service for Cashiers
In many businesses, the cashier is the first person a customer sees. In fact, in the
majority of sales situations the cashier is the only employee a customer actually speaks
to. Customers are more likely to return to the same business if the cashiers are friendly,
helpful, and polite. Though your time with each customer is short, your role in their day
is important. You could be the one to put a smile on their face and the one who
convinces them to come again another time.
Customer Service: Language
Here are some expressions to practise and use on the job. Refer to cashier vocabulary
for any words you don't know.
Did you find everything you were looking for today?
Has it warmed up/cooled down/dried up out there yet? (More small talk)
Are you interested in taking part in our promotion?
I apologize for the wait.
I'm new at this job. Thank you for your patience.
I'm going to have to call to get a price check.
Do you need a hand out with your bags?
Have a wonderful day.
Thanks for shopping at...
Please come again.
See you again soon.
Sample Customer Service Encounters: Speaking
Practice
Find an English friend to practise with. Take turns being cashier and customer.
Making a sale (upselling)
I see you've chosen some nice blouses from our fall line. Are you aware of
Cashier:
our promotion today?
Customer: No, actually, I'm not.
Cashier: All men's and lady's fall tops are on buy one get one free.
Customer: Oh, that's great.
Would you like to look around some more? There are some great men's
Cashier:
dress shirts at the back of the store.
No thank you. I can't shop for my husband. He never likes what I pick out
Customer:
for him.
Cashier: (laughs) So, just these two blouses today then?
Customer: Yes, that's all for today.
Handling a complaint
Cashier: How was your meal today?
Well, the food was good as it always is. We were a bit disappointed in the
Customer:
service tonight, though.
Oh, I'm sorry to hear that. Would you like to fill out a comment card? Or I
Cashier:
could get a manager for you.
That's okay. We know it's your peak time. We usually try to come a little
Customer:
earlier before the rush.
Well, I'd like to make it up to you. I'm going to give you a discount today.
Cashier:
I'll take your drinks and dessert off the bill.
Customer: Oh, that would be nice. Thank you.
No, thank you. Your satisfaction is important to us. Here's a coupon for
Cashier:
your next visit. Please come again.
Customer: Thank you. We will.
Customer Service: Listening Practice
Listen to the customer enquiries below that take place at a checkout area. Read the three
possible cashier responses for each enquiry. Which is the correct response? Check your
answers.
1.
Cashier response:
-- Click for answ er
2.
Cashier response: Click for answ er
--
3.
Cashier response:
-- Click for answ er
Listening Transcripts
1. "I've just spent an hour trying on a bunch of spring clothes. I picked out these
three dresses, but I just realized I forgot my wallet at home. These are the last
dresses in my size. Would you be able to put them on layaway for me?"
2. "There was no price on these shoes, and I couldn't find another pair that was the
same. Would you be able to scan them for me? There was a sign that said fifty
percent off."
3. "I was wondering if you could help me. I did a taste test in Aisle 3 and I tried
these crackers that were really good. I'd like to purchase some, but I wasn't able
to find them. They were called Snackaroos."
Can I Take a Message?
A Telephone English Role-play by Chris Gunn
:
Caller's Activity Sheet
Receivers Activity Sheet
Caller Role Cards
Receiver Will Be Back Notes
Receiver Name Tags
Message Retieval Activity Sheet (Optional Part II)
and Audience:
ose of these materials is to get the students to practice taking and leaving messages over the telephone. The materials are intended for
to lower intermediate students. This is also a good practical application of reported speech: He said that. . . tell her that . . . she told me
introduction, give a few students some pieces of paper with instructions to 'call' the teacher. You can use a cell phone if you have one,
se your hand and say, "Bring! Bring!" When the students ask for you, say, "Sorry. he's not here right now. Can I take a message?" and s
of response this gets. After trying this a few times, you can write some expressions on the board, focusing on the function of taking mes
rammar of reported speech.
t-up:
is divided into two groups: callers and receivers. Callers get an activity A sheet and a role card.
s get an activity B sheet, a will-be-back note and a name tag. Receivers sit facing the wall and
behind the receivers as in the picture to the right. When a caller wants to make a call, they tap
er on the shoulder and say,"Bring! Bring!" Receivers put the name tag on the back of their chair
e callers know who they are calling.
tivity:
down behind the receivers, tap them on the shoulders and the conversation begins. Callers ask to talk to their friend. Receivers tell the
is out and gives them the details in the 'Will Be Back' note. The receivers then ask if they can take a message. The callers leave a mess
y are finished, the callers get up to call another friend on the list.
tivity Part II (Optional):
callers have called all of their friends, they go back home and ask if there were any messages. The receivers relay the messages that th
llers will need to be given the message retreival worksheet if you decide to do this optional part.
Customer Service - Dealing
with Complaints
By Kenneth Beare, About.com Guide
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See More About
business english
english conversation skills
customer care
Unfortunately, mistakes sometimes happen. When this is the case, customer service
representatives need to handle consumers' complaints. It's also important for customer
service reps to gather information to help resolve the problem. The following short dialog
provides some helpful phrases to deal with complaints:
Customer: Good morning. I purchased a computer from your company last month.
Unfortunately, I'm not satisfied with my new computer. I'm having a lot of problems.
Customer Care Representative: What seems to be the problem?
Customer: I'm having problems with my Internet connection, as well as repeated crashes
when I try to run my word-processing software.
Customer Care Representative:Did you read the instructions that came with the
computer?
Customer: Well, yes. But the troubleshooting section was no help.
Customer Care Representative: What happened exactly?
Customer: Well, the Internet connection doesn't work. I think the modem is broken. I'd like a
replacement.
Customer Care Representative: How were you using the computer when you tried to
connect to the Internet?
Customer: I was trying to connect to the Internet! What kind of question is that?!
Customer Care Representative:I understand you're upset, sir. I'm just trying to
understand the problem. I'm afraid it's not our policy to replace computers because of
glitches.
Customer: I bought this computer with the software pre-loaded. I haven't touched anything.
Customer Care Representative: We’re sorry that you’ve had a problem with this
computer. Could you bring in your computer? I promise you we'll check the settings and get
back to you immediately.
Customer: OK, that will work for me.
Customer Care Representative: Is there anything else I need to know about this that I
haven’t thought to ask?
Customer: No, I'd just like to be able to use my computer to connect to the Internet.
Customer Care Representative: We'll do our best to get your computer working as soon
as possible.
Key Vocabulary
customer service representatives (reps)
gather information
resolve the problem
deal with complaints
not our policy
troubleshoot
glitch
Key Phrases
What seems to be the problem?
What happened exactly?
I'm afraid it's not our policy to ...
I promise you I'll ...
Did you read the instructions that came with the ...?
How were you using the ...?
I understand you're upset, sir.
I'm just trying to understand the problem.
We’re sorry that you’ve had a problem with this product.
Is there anything else I need to know about this that I haven’t thought to ask?
