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SUPER SALES ASSISTANT
1ère STG – B1/B1+
Isabelle DUCARROZ – Lycée l’Oiselet – Bourgoin Jallieu – Académie de GRENOBLE
Tâche finale : Faire une vidéo pédagogique pour montrer comment gérer les plaintes de
clients (ce qu’il ne faut pas faire et ce qu’il faut faire)
Tâches intermédiaires possibles :
- Ecrire une lettre pour se plaindre
- Jouer une scène entre un vendeur et un client difficile
Supports :
- vidéos youtube :
Restaurant : managing complaints
http://www.youtube.com/watch?v=HjB9H1qDKcE
Managing customer complaints
http://www.youtube.com/watch?v=JCrxf5UEK0M&feature=related
- texte écrit : témoignage sur internet
Activités langagières :
- Compréhension orale
- Expressions orale et écrite
Objectifs linguistiques :
- Les excuses : sorry for ; apologize for ; my fault
- Les adjectifs de sentiments négatifs: dissatisfied, rude, angry, agitated, frustrated, disrespectful, unpleasant
positifs : satisfied, willing to help, helpful, available, pleasant, respectful, polite
- Recommendations: SHOULD + BV et SHOULD + have + PP
- May I…? What can I do for you? How may I help you? Would that be OK for you?
- Present perfect: I’ve been waiting for… / it’s been repaired twice
- Formation des adverbes: adjectifs + -ly
- Vocabulaire de la vente: sales assistant, supervisor, on the house, delays, customers, sell, electric mall
Séance 1
SUPER SALES ASSISTANT
1ère STG – B1/B1+
Isabelle DUCARROZ – Lycée l’Oiselet – Bourgoin Jallieu – Académie de GRENOBLE
Support: expérience du voyage à Londres de la classe
Activité langagière : expression orale
Objectifs linguistiques : lexique de la vente + proposition clivée + adverbe + révision du but + should
Activité 1: Harrods
How was your trip?
What did you like the most?
What I liked/appreciated the most is …
What I didn’t really like is …
Harrods: what do you think about this store (= big shop)? The items and the staff (the sales assistant).
Talk about it in your group.
Au tableau:
What surprised me is the…/how …
What I found great is the…/how …
[mise en commun]
Wealthy population
Classy items
Great variety of food
Welcoming people; helpful; pleasant; willing to show things; polite
What for? In order to have an impeccable reputation among people from all kind of social backgrounds.
Activité 2 : la vidéo “electric mall”
[Montrer les 15 1ères secondes.]
What’s going on ?
A customer is in an electric mall.
She would like information. So she goes to see a sales assistant. But he turns around angrily.
Your reaction?
It’s bad = inappropriate.
A sales assistant should always:
SUPER SALES ASSISTANT
1ère STG – B1/B1+
Isabelle DUCARROZ – Lycée l’Oiselet – Bourgoin Jallieu – Académie de GRENOBLE
- be willing to help/helpful
- Pleasant with customers
- Make/keep the customer happy/satisfied
- Answer pleasantly
What for?
- In order to sell more
- = So that the customer buys more
- So that customers talk about the store positively
[Montrer jusqu’à 27’’]
Reaction ?
This is what sales assistants should do with customers.
This is how sales assistants should react with customers.
Homework: think of one experience you’ve had (or someone you know) about a sales assistant who wasn’t
professional. Be able to tell what happened. (1 minute)
Séance 2
Support: texte à trou (the cockroach)
Activité langagière: compréhension écrite
Objectifs linguistiques: should have + PP
Texte complet :
My worst restaurant experience was actually in Japan. We were in Nara, visiting a friend, and went to one of
those cafe lunch type places on the top floor of a shopping mall. I ordered rice pilaf. All was going well, and
the food came to our table, and looked just like shrimp rice pilaf should look. I took the container of kraft
parmesan cheese and shook it over my pilaf- the lid popped off, and the fattest cockroach I’d ever seen fell out
and literally ran across my plate and off the table, and he was out the door. I swear to you this is a true story.
The other diners saw it too, and the restaurant brought me a new plate of food but alas, still made me pay for it.
I’m not that squeamish, and I wasn’t upset exactly- but I think the restaurant staff should have been more
apologetic about it.
Today, you’re going to read a text. This is the beginning of the text:
“My worst restaurant experience was actually in Japan.” Reaction?
A person is going to tell the story of his/her worst experience in a restaurant.
SUPER SALES ASSISTANT
1ère STG – B1/B1+
Isabelle DUCARROZ – Lycée l’Oiselet – Bourgoin Jallieu – Académie de GRENOBLE
What could we do to understand the text more easily?
Anticipate: what bad experiences we can have in restaurants.
[Groupe de 4]
Make a list of the things that could go wrong for a customer in a restaurant. The winner is the group with the most
ideas.
- Slow service = delay
- Cold food
- Food/beverage spilt on the customer
- Beverage spilt that burnt the customer
- Strands of hair in your plate
- Insects in your salad
- Disgusting food / wine
- Too much salt / too many spices
- Not enough sauce/salt/pepper
[Mise en commun]
Now, read the text: (donner “shrimp”)
My worst restaurant experience was actually in Japan. We were in Nara, visiting a friend, and went to one of
those cafe lunch type places on the top floor of a shopping mall. I ordered rice pilaf. All was going well, and the
food came to our table, and looked just like shrimp rice pilaf should look. I took the container of kraft parmesan
cheese and shook it over my pilaf- the lid popped off, and the fattest /////////////////////////// I’d ever seen fell out
and literally ran across my plate and off the table, and he was out the door. I swear to you this is a true story.
The other diners saw it too, and the restaurant brought me a new plate of food but alas, still made me pay for it.
I’m not that squeamish, and I wasn’t upset exactly- but I think the restaurant staff should have been more
apologetic about it.
-Sea
Guess the word in the blank.
It’s an insect.
[projeter l’image du cafard au tableau]
How did the restaurant react after this mistake?
They brought another plate.
What does Sea think about it?
SUPER SALES ASSISTANT
1ère STG – B1/B1+
Isabelle DUCARROZ – Lycée l’Oiselet – Bourgoin Jallieu – Académie de GRENOBLE
It’s not enough: “the restaurant staff should have been more apologetic about it.”
Propose the right behaviour from the staff:
- Apologize = say sorry → They should have said sorry = apologized. - Serve coffee or dessert on the house → They could have served coffee on the house. - Give a discount on the bill → They could have given a discount.
[explication de SHOULD + have + PP]
Homework: DM (CE + expression orale en continu)
ENGLISH HOMEWORK due on ……………………………………………………2012
A. Read the following text and answer the questions.
We decided to try the new Country Market Buffet that opened just outside the city. We were seated and ordered
coffees and breakfast. The waitress brought our coffees and my wife added some cream and started stirring. Up
from the murkey depths floated a dead fly. I thought "wow, not a good start" as I began to stir my coffee...and
up from the murkey depths floated a dead fly. Two dead flies in two coffees to the same table. Wow.
We're pretty laid back, and we like to give places benefit of the doubt, so we decided to stay, get new coffees
(although I couldn't really drink mine afterwards) and order food. The food was edible, but not great. But what
happened next cemented that we won't be going back.
We went to the counter to pay and I asked that the coffees be taken off the bill, and explained that there were
flies in them. The counter staff was very apologetic, and called a manager to adjust the bill. The manager comes
over, is told what happened, and says to me "Did you tell your server? None of the servers said anything about
it." She then took the coffees off and that was it. No apology or anything.
Employees acting unprofessional is one thing, but when a MANAGER doesn't even apologize AND questions
the customer in a way that suggests they're lying, that's unexcusable. Apparently they make enough money off
of truckers and local customers that they can afford to lose customers, which is good because we won't be going
back.
1. Give one adjective to qualify this experience: _____________________________________________________
2. Place: _____________________________________________________________________________________
3. Problem? __________________________________________________________________________________
4. How did the staff react?
SUPER SALES ASSISTANT
1ère STG – B1/B1+
Isabelle DUCARROZ – Lycée l’Oiselet – Bourgoin Jallieu – Académie de GRENOBLE
The counter staff____________________________________________________________________________
The manager said the customers should have ____________________________________________________+
__________________________________________________________________________________________+
__________________________________________________________________________________________
B. Talk about one bad experience you’ve had (or someone you know) in a shop or in a restaurant. Use linking
words + “should have PP” + vocabulary from this lesson. (1 minute) Ten words are allowed on a small piece of
paper.
Situation Linking words (mots de liaison) +
adverbial phrase of time (CC de tps)
Should have + PP Shouldn’t have + PP
When:
Where:
Who:
Problem:
Consequence:
Outcome (=dénouement):
Séance 3
Support: histoire des élèves + vidéo
Activité langagière: expression orale + compréhension orale
Objectifs linguistiques: révision du prétérit, mots de liaison
1ère activité : DM
[Correction de la CE du DM]
[En groupe de 4 élèves : PPC]
Choose the worst experience.
Now, present the worst experience in front of the class (story told by another pupil) : + amélioration / injection de
vocabulaire.
SUPER SALES ASSISTANT
1ère STG – B1/B1+
Isabelle DUCARROZ – Lycée l’Oiselet – Bourgoin Jallieu – Académie de GRENOBLE
2ème activité: la vidéo
SCRIPT How the waitress shouldn’t handle complaints from a customer: « Excuse me. I’ve been waiting for an hour for my food and now that I get it, it’s completely cold. “I’m sorry but that’s not my fault. We have a new cook who’s still not so familiar with everything. And we have unexpectedly many guests. So things can take a while.” “Well, so please take the food with you and bring me a warm one.” How the waitress should handle the complaint: “Excuse me.” “Yes please.” “I’ve been waiting for an hour for my food and now it’s completely cold. ” “I am very sorry. We have unexpectedly many guests and that’s why there are some delays in the kitchen. May I take the food with me and bring you another fresh one? Will that be OK for you? “Yes please.” … “There you are. Here’s your fresh food. Sorry again. I apologise. Maybe I offer you some coffee and dessert on the house?” “Yes please.” “Thanks a lot and have a nice meal Sir.”
[Montrer la vidéo en entier sauf l’intro et le titre]
Reaction ?
There are 2 scenes but it’s the same situation.
What changes is the waitress’s attitude.
In the first scene, she is not really pleasant contrary to the 2nd one.
What kind of document is it? Who made it? It’s a video that teaches waiters how to handle complaints. It’s certainly
made by the restaurant.
SUPER SALES ASSISTANT
1ère STG – B1/B1+
Isabelle DUCARROZ – Lycée l’Oiselet – Bourgoin Jallieu – Académie de GRENOBLE
Now, listen carefully to make a list of the changes. Complete the chart.
What I heard What I understood (the differences)
Séance 4
Support: vidéo
Activité langagière: expression orale
Objectifs linguistiques: should have + PP
Fin de l’activité sur la 2ème vidéo
In the first scene, the waitress shouldn’t have talked about the flaws in the kitchen.
She also should have apologized for the delay.
She should have offered to take his food back.
When she brought a new plate, she should have apologized again and she should have offered something to
compensate; something on the house.
Now, prepare an oral message « Tips to handle angry customers” for new waiters using: should/shouldn’t;
always/never; adverbs
[PPC par groupe devant la classe. Chaque élève a quelque chose à dire. ]
SUPER SALES ASSISTANT
1ère STG – B1/B1+
Isabelle DUCARROZ – Lycée l’Oiselet – Bourgoin Jallieu – Académie de GRENOBLE
Homework:
- Learn the dialogue by heart (photocopy)
- Watch the video: http://www.youtube.com/watch?v=uoS2hx2zFng and write down the dialogue. Highlight the
structures that you can use for another dialogue.
Séance 5
Support: video at the electric mall Activité langagière: compréhension orale Objectifs linguistiques: “may I help you?” “waste my time” “get me the supervisor” + révisions des adverbes +
shouldn’t have PP
[video à partir de 0’25]
Intro: it explains that you have to handle difficult situations as a sales assistant.
Bad situation: [donner le mot “shaver”]
“How may I help you?”
“ I bought a shaver and it doesn’t work. I want a refund.”
“Oh, I’m so sorry sir but maybe there’s some way …”
“…don’t waste my time! I want my refund, now! Where’s the supervisor? Get him here.”
“I’m so sorry Sir. But we don’t do refunds. However, under the terms of this product guarantee, we can have it
repaired.”
“Repaired? You want to get it repaired? You*****!!! I’ll let you know. This lousy shaver of yours has been repaired,
twice! Stop wasting my time! If you can’t get me my refund, you’re useless! Get me your supervisor. Otherwise, …”
Comments: a very dissatisfied customer but put yourself in his shoes.
Make a list of adverbs he uses : differently, professionally, immediately, quickly, clearly, calmly, politely.
Make a recap using the adverbs :
Customers react differently in situations. We have to act professionally :
SUPER SALES ASSISTANT
1ère STG – B1/B1+
Isabelle DUCARROZ – Lycée l’Oiselet – Bourgoin Jallieu – Académie de GRENOBLE
- Always remain positive and polite
- Establish the nature of the complaint immediately and quickly
- Handle the situation with discretion if the customer is agitated by leading him/her to a quiet corner within the
store.
- Explain the company policies clearly + calmy and politely
- Get = seek assistance from your supervisor immediately if the complaint is beyond your personal responsibilities
- Always show empathy
With this, you can turn negative situations into negative ones.
Séance 6
Support: même vidéo Activité linguistique: expression écrite et orale Objectifs linguistiques : réinvestissement de toutes les structures et lexique du cours
- Say what the shop assistant should/shouldn’t have done.
- Rewrite the scene accordingly.
- Act out in front of the class.
Homework: Make a video for new shop assistants. There will be 2 scenes:
- What should be done with a dissatisfied customer
- What shouldn’t be done
The scene must take place elsewhere than a restaurant or an electrical mall. Don’t forget to add comments
(signs/voice over etc).
One video = 2 students = 5 minutes
SUPER SALES ASSISTANT
1ère STG – B1/B1+
Isabelle DUCARROZ – Lycée l’Oiselet – Bourgoin Jallieu – Académie de GRENOBLE
NAME : EVALUATION DE LA VIDEO – Super Sales Assistant
A2 B1-1 B1-3
DUREE
QUALITE DES IDEES
2 minutes
Très peu d’idées et/ou
idées vues en classe
1 pt
3 minutes
Des idées nouvelles mais
peu approfondies
2 pts
5 minutes
Sujet original et
approfondi
3 pts
ETENDUE LINGUISTIQUE Possède un répertoire de
langue élémentaire
(situations courantes au
contenu prévisible).
Réinvestit peu le
vocabulaire/structures
du cours.
1 pt
Possède suffisamment
de moyens linguistiques
pour s’exprimer sur des
sujets courants mais le
vocabulaire est limité.
Réinvestit quelques mots
du cours.
2 pts
Possède une gamme
assez étendue de langue
pour décrire des
situations imprévisibles.
Maîtrise le vocabulaire
du cours.
4 pts
CORRECTION
LINGUISTIQUE
Peut utiliser des
structures simples
correctement mais
commet encore
systématiquement des
erreurs élémentaires
1 pt
Fait preuve d’une
correction suffisante
dans les situations
prévisibles.
2 pts
Assez bon contrôle
grammatical dans
l’ensemble.
3 pts