Урок 1 - What's the problem?

resolve = remove/to dispel

reflect = think about carefully over a period of time

not so much (slang) = the opposite meaning

What's wrong with my computer?

I know, I will call the customer service hotline.

I do not understand you.

Could you speak a little louder?

Will you repeat that?

Урок 2 - Salutation

afford = have enough money to pay for something

employ = give someone a job

Hello! Welcome to WalMart!

Hello! My name is Jim. How may I help you today?

It's a great day to be a WalMart customer!

May I be of assistance to you?

Make sense? = a way of asking if you understand

Tips

3 important things:

• smile

• friendly demeanor

• eye contact

• never look bored or not interested in the current activity

• never be angry or antagonistic = act in a hostile or unfriendly manner

Урок 3 - A long-winded customer

long-winded = someone who talks a lot

encounter = a meeting, especially one that is unplanned

patron = customer

I don't want to take up too much of your time. What can I do for you?

Well, I'm sure you're busy, so I'll make this quick.

Will tomorrow at 10:00 be good for you?

Which do you prefer? Your money or a new phone?

Tips

• always be polite: show regard for others in manners, speech and behavior

• wait for a pause and then say

• avoid open-ended questions that can have multiple responses to it

• use closed-ended questions that are answered with a 'yes' or 'no'