Serving customers

Customers can be difficult so it helps to have the right vocabulary…

Conversation in a department store

Sales assistant: Hi, can I help you?

Female customer: I’m just looking, thanks. Is everything in the sale?

Sales assistant: Just the items that have been marked down, Madam. And all our products come with a guarantee.

Male customer: Excuse me, I’ve been waiting at the till over there for the last ten minutes for a refund.

Sales assistant: I’m very sorry sir, but my colleague in the electrical department has had to go down to the stock room. Can I help?

Male customer: As I said, I want a refund for this.

Sales assistant: Do you have the receipt?

Male customer: No, but I only bought it a couple of months ago, so it should still be under the guarantee.

Sales assistant: Well, sir, you should really keep your receipt as proof of purchase.

Female customer: Actually, could you give me some advice about these food processors. Which make do you recommend?

Sales assistant: I’ll be with you as soon as I can, Madam. If you’ll just let me finish with this gentleman ... Now, sir, what’s the reason for returning this item?

Male customer: It’s faulty.

Sales assistant: I see. Ah, it’s an electric shaver. I’m afraid you’ll need to take it to the men’s grooming department on the ground floor. If it is faulty, they’ll be happy to return it to the manufacturer for you.

Male customer: You mean I have to queue up again?

Sales assistant: I’m very sorry, Sir, but I can’t solve your problem for you here.

Male customer: Oh, just forget it.

Sales assistant: [Phone rings] Hello, Johnson’s Department Store, how can I help you?

Female customer: Er, do your prices all include VAT?

Sales assistant: Excuse me, Madam, while I just take this call...

Female customer: Yes, but...

Sales assistant: I’ll be with you in one moment.

Female customer: Honestly, have you never heard the phrase “the customer is always right?” I think I’ll take my custom elsewhere.

Sales assistant: Have a nice day, Madam...

Words and phrases from the conversation

Hi = bonjour (aujourd’hui beaucoup de vendeurs utilisent simplement "hi" au lieu de "good morning" ou "good afternoon")

Can I help you? = Puis-je vous aider ?

I’m just looking, thanks = Je regarde seulement, merci

in the sale = en solde

marked down = démarqué

till = caisse

refund = remboursement

electrical department = rayon électricité

stock room = réserve

Do you have the receipt? = Avez-vous le reçu ?

proof of purchase = reçu

Could you give me some advice? = Pourriez-vous me donner quelques conseils?

make = marque

I’ll be with you as soon as I can = Je suis à vous dès que je peux

I do apologize for keeping you waiting = Je m’excuse de vous avoir fait attendre

item = article

faulty = défectueux

return it to the manufacturer = le renvoyer au fabricant

Excuse me while I just take this call = Excusez-moi, je dois prendre un appel

department store = grand magasin

The customer is always right = Le client est roi

take one’s custom elsewhere = aller voir ailleurs

More vocabulary for serving customers

browse= regarder sans acheter

It’s a good make= C’est une bonne marque

made to order = fait sur commande

out of stock = épuisé

Yes, it’s in stock = Oui, il y en a en stock

Shalll giftwrap it for you? = Vous désirez un paquet-cadeau ?

this week’s special offer = la promotion de la semaine

pay by cheque/in cash payer = par chèque/en espèces

place an order = passer une commande

Your... is ready for collection = Vous pouvez venir chercher votre...

Here are some more phrases you might need when dealing with customers

Please have a look around

If you need any help, just ask

I’ll be with you as soon as I’ve finished with this other customer

Here are your purchases, sir

Your receipt is in the bag

Thank you for your custom

I’ll be able to help you in just a minute

I’ll be over by the’ counter if you need me

How would you like to pay?