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INTERNATIONAL INTERNATIONAL CLIENTSCLIENTS

SITUATION 1.2SITUATION 1.2

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Welcoming Clients

Learning Goals 1

Warm-up Activities2

Situated Learning3

Students Activities4

Study Material5

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Welcoming Clients

Learning Goal:

1.know how to meet clients at the airport

2.know how to start conversations with clients

3.know how to help the clients to check in

4.master the basic expressions of welcoming clients

5.know the etiquette of welcoming clients

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Warm-up Activities

1. What preparations do you think should be made before meeting your clients?

Warm-upQuestions

2. How do you start a conversation with your clients ?

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机 场

Typical Vocabulary

Complete the table by translating the English and Chinese equivalents of the words givenComplete the table by translating the English and Chinese equivalents of the words givenComplete the table by translating the English and Chinese equivalents of the words givenComplete the table by translating the English and Chinese equivalents of the words given

airport the front desk

central exchange

extension

jet lag registration form

luggage transportation

laundry service

passport

pick up room service

电话总机

时差

行李

洗衣服务

使搭乘，接 ..

前台

分机

登记表

交通工具

护照

客房服务

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Situated Learning

Background

Zhejiang Qinlao Gloves Corporation is specialized in manufacturing, importing and exporting various kinds of gloves. Mr. Brown is a business representative from Master Company Ltd. USA. He requires visiting Zhejiang Qinlao Gloves Corporation, and now he has arrived at Hangzhou Airport by plane..

Task DescriptionWang Xiao, a sales representative of Zhejiang Qinlao Gloves Corporation, is sent to meet Mr. Brown at the airport, then take him to the hotel and help him to check in.

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Situated Learning

Task Analysis

The main task is to meet the client at the airport, take him/her to the hotel and help him/her to check in. The first impression is very important, so your greeting should be warm and courteous, and your service should be considerate. After you meet the client at the airport, you can talk about his/her traveling to start a conversation. When you help your client to settle down in the hotel, you can discuss the visiting schedule with your client.

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New Words

garden city 园林城市scenic spots and historical sites 名胜古迹facility [fə'siliti] 设备，设施corporation [,kɔ:pə'reiʃən] n. 公司bellboy ['belbɔi] n. 侍者tap water 自来水sightseeing ['sait,si:ɪŋ] n. 观光 , 游览convenient [kən'vi:njənt] adj. 方便的，便利的，合适的Work comes first. 工作第一

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Situated Learning (Step 1)

Wang Xiao: Hello! Are you Mr. Brown? Mr. Brown: Yes. And you are …? Wang Xiao: How do you do, Mr. Brown. I’m Wang Xiao, of

Zhejiang Xinxin Trading Corporation. Nice to meet you. Mr. Brown: How do you do? Wang Xiao, nice to meet you, too. Wang Xiao: Let me help you with . Mr. Brown: Thanks a lot. Wang Xiao: My pleasure. ? Mr. Brown: A pleasant one. Good food and good service. But I’m catching a

little jet lag. Wang Xiao: Oh, you need a good rest to get it over. We at

the Sunshine Hotel. Shall we go now? Mr. Brown: Great. You are . Wang Xiao: This way, please. Our car is outside. Mr. Brown: Thanks.

Listen to their conversation and fill in the blanks

the sales representative_____________________

your luggage

_____________________

Well, how was your flight______________________

have a reservation for you_____________________

so considerate

_____________________

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Situated Learning (Step 2)

Wang Xiao: So it’s the first time for you to visit Hangzhou, isn’t it ? Mr. Brown: Yes. I felt quite excited when I had a splendid bird’s-eye view of Hangzhou

suburbs on the plane. It seems that Hangzhou is overwhelmed by. Wang Xiao: Yes, it is. Hangzhou is a very beautiful garden city. I can assure you that

you will here with its scenic spots and historical sites. Mr. Brown: Oh, I bet I will. I’ve heard that Hangzhou is one of the earliest and most

beautiful garden cities in the world. I certainly will to visit the city this time. Could you make some arrangements for me?

Wang Xiao: No problem, I’ll do it. By the way, you’ll be staying at Sunshine Hotel, which is one of the best hotels in our city. The hotel has nice restaurants, a bar, a supermarket, 24-hour room service and laundry service. And facilities such as fax, telex, copying and typing, etc. at the Business Centre. We’ve booked with a private bath on the sunny side, overlooking the famous West Lake, the most beautiful part of Hangzhou.

Mr. Brown: Sounds great. But is it conveniently located? Wang Xiao: Of course, it is. …Oh, here we are. Mr. Brown: Wow! It looks very grand. That’s very kind of you. Wang Xiao: You’re welcome.

a sea of green trees_______________

_

enjoy your staying________________

take this opportunity________________

are available___________ a single room___________

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Situated Learning (Step 3)

Wang Xiao: This way, please. Let’s go to the front desk for check-in. Receptionist: Good morning. Welcome to Sunshine Hotel. Can I help you? Wang Xiao: Good morning. This is Mr. Brown from the United States. . Receptionist: Let me see. … Oh, a reservation of a single room for 3 days in the name of Mike

Brown, right? … , Mr. Brown? Mr. Brown: Certainly. Here you are. Receptionist: , Mr. Brown? Mr. Brown: Sure. Receptionist: Thank you for showing your passport. And how would you like to pay? Mr..Brown: Is Visa Card OK here? Receptionist: Certainly. Mr. Brown: Oh, could you tell me where I can find a supermarket? Receptionist: Well, it is on the second floor. The Health Club and the bar are on the third floor,

. Mr. Brown: I see. Receptionist: If there’s anything we can do for you, please let us know. The extension for the front

desk is "6". . Mr. Brown: OK. Thank you. Receptionist: Please sign your name here, Mr. Brown. It’s your keycard, and your room number is

2902. I’ll get a bellboy to take you to your room. Hope you enjoy your stay here. Mr. Brown: Thank you for your help. Receptionist: You’re welcome.

We reserved a single roomfor him two days ago

________________________

Could you show me your passport_______________________________

Would you please fill out this registration form_________________________________________

and the Business Center on the fourth floor_________________________________________________

We’ll be at your service________________________

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Situated Learning (Step 4)

Wang Xiao: Here we are. ? Mr. Brown: I like it. Thank you. Wang Xiao: By the way, you probably know you can’t drink the tap water,

right? You may drink boiled water, or you can drink bottled water. Mr. Brown: Oh, thanks for telling me. Wang Xiao: Mr. Brown, may I discuss with you about the two-day visit here

now? We plan to spend one day , and the other day sightseeing. Which do you prefer

to do tomorrow, going around the factory or the city? Or you just want to have a day of good rest?

Mr. Brown: It’s really kind of you, but I’m eager to have a look at your factory and the products we’ve mentioned before.

? Wang Xiao: I see. , doesn’t it? So I'll pick you up at

9:00 tomorrow morning. Is it OK? Mr. Brown: Fine. . Thank you for everything. Wang Xiao: It’s my pleasure.

Is the room OK for you___________________________

showing you around our factory anddiscussing the details

_____________________________________________

Will it be convenient for your company________________________________________________________

Work always comes first_______________________________

I’ll be expecting you

then

_______________________________

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Summary

It is a golden chance for you to give your clients a good initial impression by meeting them and helping them to check in at the hotel. The workflow of welcoming clients is as follows:

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Students Activities

Task one Tips for you (A)Situation: You are waiting at the airport for a new client who is going to

visit your company. The tips are for you to prepare a conversation. You are Fu Yu from China The Sales representative of New Pet Food Co., Ltd. Ningbo, China You Meet your client at the airport Talk about her journey Want to help her with her luggage

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Students Activities

Task one

Tips for you (B):Situation: The supplier is waiting for you at the airport. The tips are for

you to prepare a conversation. You are Susan White from Mexico The head of the Import Dept. of the Purina Pet Food Corp. You Express your thanks to Mr. Fu Yu Express your feeling about your journey Refuse his help and carry the luggage yourself

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Students Activities

Task Two Background

A new client named Georg Rodin from the Netherlands will visit Niche Company in Shanghai.

Task Description

Group work. The manager of Niche Company asks Li Meng to meet Mr. Rodin at the airport. Suppose you are Li Meng and Mr. Rodin, and discuss in group the following questions: How will you recognize your client? What important elements should be taken into consideration? And how will you start and continue your conversation with your client successfully? Then act out how you welcome your client.

Task Requirements

The conversation should last at least 6 minutes. The following items should be included:

1. meet your client at the airport

2. introduce the city on the way to the hotel

3. help your client to check in

4. confirm the schedule you have made for your client

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Students Activities

Task Two (group work)

1. Discuss in groups on how to welcome your clients in the airport, and how to start a conversation on the way to the hotel, then give a report to the whole class. Each group should give your comments on all the reports.

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Students Activities

Task Two (group work)

2. Improve your welcoming plan referring to the comments of your teacher and classmates.

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Students Activities

Task Two (group work)

3. Act out in groups on how you welcome your clients including meeting at the airport, chatting in the car, helping to check in and talking about visiting schedule.

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Assessment

Self- assessment Form

Name: Task: Grade:

Aspects Exemplary Commendable

Satisfactory

Unqualified

Knowledge

Skills

Language Notes

Language Delivery

Cooperation

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Assessment

Peer Assessment Form

Task

Name of group

Group members

Presenter(s)

Students’ feedback

Group No. Your comments on the performance of each group

Grade

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Study Material

Welcoming Clients

1. If foreign clients pay a visit to your place, it indicates that a business trade will be probably concluded. To welcome your clients in an appropriate way can leave a good impression and lay a positive foundation for your business.

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Study Material

2. Before the foreign clients start their activities in your place, you need to prepare a schedule, concerning a plan of activities and arrangements in order of time. You also need to learn how to address your clients acceptably on formal occasion and how to dress properly for the first meet. It is of great importance to confirm the time of their arrival and the flight number.

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Study Material

3. It is also necessary to reconfirm whether the airplane is due to arrive on time. You are supposed to reach the airport in advance. You’d better take the clients’ photo along with you or prepare a piece of poster with their names on it which can be easily recognized. When meeting the clients, handshakes are needed to convey your friendliness in China. Japanese always give their clients a gift after bowing. In some western countries people are likely to hug or kiss as a gesture of goodwill. Therefore, when a westerner expresses his/her friendliness this way, you’d better follow the suit lest your client be embarrassed.

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Study Material

4. Be helpful to your clients with their baggage. They will think you nice to offer them a hand for the baggage and arrange the transportation and accommodation for them. Talking about weather, trip and hobbies is a good way to break the ice on the way to the hotel and get closer in relationship. Avoid comments that could be taken as boastful, or about religion-politics, or private topics, such as salary, marriage, clothes price and so on. Conversations can be ignored if your clients seem tired or take little interest in it.

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Study Material

5. As for the arrangement of accommodation, you need to consider its location, cost, service, convenience, etc. Help your clients check in when you arrive at the hotel. Show the clients to the room and tell them where the dining room is. Before saying goodbye to the clients, you should know when to ring them up and discuss with them about the schedule in case there might be some changes. Do not spend too much time on this in that the clients need a rest after a long trip. The schedule should be updated immediately if any change occurs. Moreover, you also need to inform those people who will meet the clients of their activities or appointments by telephoning or sending e-mails respectively. The secretary must inform all parties involved of any change immediately.

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Study Material

new words 1. concerning [kən'sə:niŋ] prep. 关于2. acceptably [ək'septəbli] adv. 可接受地3. professional [prə'feʃənəl] adj. 专业的，职业的4. gesture ['dʒestʃə] n. 姿态，举止5. goodwill ['gʊd'wil] n. 友好6. embarrassed [im'bærəst] adj. 尴尬的7. comment ['kɔment] n. 评论8. boastful ['bəʊstfʊl]] adj. 自夸的9. private ['praivit] adj. 私人的10. ignore [ig'nɔ:] v. 忽略11. convenience [kən'vi:njəns] n. 便利12. respectively [ris'pektivli] adv. 分别地13. involved [in'vɔlvd] adj. 涉及的14. agent ['eidʒənt] n. 代理

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Study Material

Phrases and expressions1. on … occasion 在…的场合2. flight number 班次3. get into trouble 陷入困境4. be due to 定于5. be supposed to 应该6. take along with 随身带7. tend to 趋向8. break the ice 打破沉默9. in some cases 在某些情况下10. in case of 假如

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Comprehension of the passage

Read the text carefully, and choose the best answer for each of the following. 1. What is a schedule used for?

A. Learning how to address a client acceptably. B. Knowing the client’s flight number. C. Planning activities and arrangements. D. Informing those people who will meet the client.

2. Which of the following is involved in meeting the client for the first time? A. Take your photo and give him/her as a gift. B. Prepare some snacks. C. Take a poster with his/her name on it. D. Wait until the client gives you a call.

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Comprehension of the passage

Read the text carefully, and choose the best answer for each of the following. 3. To break the ice, you can make up a conversation like _____________.

A. “Tell you something, I just got my salary raised.”B. “Wow, you look great in this suit. What brand is it?”C. “It’s a nice day, isn’t it?”D. “Are you single or married?”

4. What should you consider when arranging the accommodation?A. Where it is.B. How much one-day stay there is.C. Whether it can offer good service or not.D. All the above.

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Comprehension of the passage

Read the text carefully, and choose the best answer for each of the following.

5. What will you do when your client changes the schedule?A. Update the schedule and inform all people involved immediately.B. Tell him/her that it is too late to change it.C. Pull a long face to him/her and ask the manager for help.D. Take notes of it and leave the hotel.

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Tips for welcoming clients

1. On formal occasions, you should address someone as ‘Mr.’ (for man) or ‘Ms.’ (for woman) with the person’s last name or surname unless the person asks you to call him/her by his/her first name.

2. Professional dressing is appropriate in Western business culture. Many companies require that their employees dress in a professional manner.

3. In Western culture, people are used to maintaining a relatively large physical distance between one and another during conversations or social meetings.

4. Men always shake hands firmly when meeting each other for the first time, while some women prefer verbal greeting only.

5. English speakers often ask ‘How are you?’ or ‘How are you doing?’ when you meet them. These are usually more greetings than real questions, and they do not always expect an honest answer. If you are well acquainted with this person, you might say how you are truly feeling. If not, the accepted response is usually ‘Fine, thank you. How are you?’ even if you are not feeling very well.

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Tips for welcoming clients

Tips for preparing a meeting at the airport:

• Men always shake hands firmly when meeting each other for the first time, while some women prefer verbal greeting only.

• English speakers often ask ‘How are you?’ or ‘How are you doing?’ when you meet them. These are usually more greetings than real questions, and they do not always expect an honest answer. If you are well acquainted with this person, you might say how you are truly feeling. If not, the accepted response is usually ‘Fine, thank you. How are you?’ even if you are not feeling very well.

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Useful expressions

Meeting at the airport1. Excuse me ， but are you Mr. Smith from New Jersey?2. How do you do? / How are you?3. I'm Liu Mei, from Shanghai Crafts& Arts Import& Export

Corporation. I’ve come to meet you. 4. Did you fly directly from London to Shanghai? 5. Did you have a good trip? / How was your flight?6. The journey was pleasant and the service on board was excellent. 7. It’s nice to see you again, here in Shanghai. 8. Thank you for meeting me at the airport.9. How many pieces of luggage do you have?10. Let me help with your luggage. 11. We have already reserved you a standard room at the Jingmao Hotel. 12. If you’re ready, we'd better start for the hotel. 13. Anyhow, it's a long way to China, isn’t it?14. Our car is in the parking lot 3.

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Useful expressions

Breaking the ice

15. I didn’t expect the airport to be so efficient!16. Well, I'm so glad to be able to come to this World Expo. 17. We’re glad to have you here, Mr. Johnson.18. We have a shuttle bus for Expo visitors over there.19. It's also very convenient to travel from the airport to the downtown area. 20. Have you ever been to Shanghai?21. I hope you could tell me the most convenient way to the West Lake.22. You can take a shuttle bus as well as the subway. And the magnetic levitation train,

which travels at a stunning speed. 23. It is a 10-minute drive to get there. 24. I certainly will take this opportunity to visit the city this time.25. We’ve already booked you a double room, seven days at the Fangda Hotel.26. This is a five-star one in this city.27. The hotel is conveniently located. 28. It is a bright and clean room facing the garden on the sunny side.

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Useful expressions

Check-in

29. Good evening. Welcome to the Nice Hotel. How can I help you? 30. My name is Jenny Lin, and I have a reservation for this week.31. Do you have any openings on November 11? 32. Let me see. Yes, we have a double room vacant on November 11. 33. Can I reserve it in my name? 34. Miss Louis, we've been expecting you. You'll be staying in room 611.

Would you please sign the register here? 35. Shuttle buses run every hour to the exhibition center. You can find

bus, train, and plane schedules on our information rack over there. 36. Can I change traveler's checks here at the hotel? 37. Could you give me a morning call at 7:30?38. It is our great pleasure! Have a good night's sleep.

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