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English as a second language for the Retail Sector. www.one2oneacademy.com
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Retail English Distinctive in every way, shopping is part of every day life. Customers expect good prices, products and high service levels. Businesses rely on the ser-vice element the most and this is where we come in.
Service levels rely on empathetic voice tones and strong communication skills. Learners often strug-gle with the way in which voice tones effect the English language. Intonation only comes with prac-tice and so you are expected to study from the au-dio recordings we provide you with outside of a classroom scenario.
One of our greatest strengths as a company is in the use of role play activities presenting the stu-dent with realistic problems where they have to find solutions.
Role play activities help the learner to identify with realistic situations. As teachers we want to demonstrate the use of voice tones and how they are directly related to the way in which you interact with customers.
Setting yourself away from the competition can of-ten give you an advantage and this course has been designed to demonstrate that strong com-munication skills within a retail environment is es-sential.
We hope that you enjoy this course and that you share your learning experience with others by leav-ing a comment on any of our platforms.
!Thank you
!The one2one team
Retail English
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Day 1 Modals
The first part of this course is with the identification of Modals and how they effect the Retail Sector. Good customer service re-lies on empathetic voice values and as such we will demonstrate exactly how to pronounce and apply them.
This unit will take an hour to complete, but you will be expected to study a minimum of 2 hours outside of a classroom environ-ment. Audio recordings will be supplied at specific points of this class to help you to perfect your pronunciation and identify with the stress points used within sentence constructions.
There will be a number of role play tasks provided, this will present you with actual situations where you are forced to react using the target sounds and pronunciation.
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“Work smarter not harder!”
Learning how to use a store phone is essential, Sales As-sistants must have the ability to state store opening and closing hours, deal with cus-tomer enquiries and take comprehensive messages.
This unit will demonstrate how to apply correct gram-matical structures, use of in-tonation, build vocabulary and provide you with the confi-dence to be able to interact with customers.
There are role play activities in this module and they are recorded so that you can identify with any mistakes made and learn from them.
Although this module is an hour, you will be expected to study at least 2 hours outside of a classroom scenario.
Learning is a process and our approach is to help you to learn one step at a time. A good study plan and a com-mitment to learning will help you to overcome any confi-dence issues that you may have.
Day 2 The Phone
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Numbers Money/ Time/ Dates
Most students are reluctant to entertain this topic as they of-ten feel that it’s an embarrass-ing topic.
Our course designer has taken this into account and has de-signed a short course of class-es that help you to view this subject from an adults per-spective.
We have based this course on 3 days and it shows the rela-tionship between the numeri-cal system and it’s application to dates, time and money.
Pronunciation is a key objec-tive but understanding how this relationship works also features heavily throughout this 3 day course.
The popularity of this course prompted the publication of this material on the ibooks platform and is free to download.
You will be expected to study for a minimum of 4 hours out-side of a classroom environ-ment.
There is a role play section and conversation section and as with all of the other modules, audio recordings are supplied.
Link: https://itunes.apple.com/us/book/numbers/id789888182?mt=11
* This book is only available on a Mac or iPad.
“An adults perspective”
Day 3
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Retail Audio’s Listening skills are key to mastering English as a sec-ond language. You will be pre-sented with a number of audio recordings from different retail scenarios such as a customer asking about taking more than 6 items into a changing room.
Your task will be to listen to these recordings and answer questions. This is an extreme-ly challenging module and will put your comprehension skills to the test.
There are 2 different types of audios used in this section, the first be-ing those that are made between the s t u d e n t a n d t h e teacher, the second being pre recorded audios specially designed for the Retail sector.
Day 6
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Day 7 !Question Structures
This module is based on the ability to understand how questions are formed and the structure that they adopt.
You will be presented with tasks that include ordering the correct struc-ture to a question.
This part of the course is based on 1 hour and all materials are provided.
There is a high level of interaction between the student and the teacher during this time.
Other tasks will include the correct voice tone used in both direct and indirect question formats.
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Small talk Day 8 “Building relationships”
Small talk is used on a day to day basis in every lan-guage and the English lan-guage is no exception.
This module will be of par-ticular interest to anyone who is involved in any type of sales activity.
This module is based on one class and you will be ex-pected to study at least 2 hours outside of a class-room environment.
This lesson plan lives up to it’s expectation and is both interactive and informative.
Topics that help form a rela-tionship with customers often enhances a shopping experience, increases the add on sales ratio and increases productivity. Learn how to apply these principles in a module that also includes website and video links.
You can expect that there will be a significant amount of role play tasks during this class which will provide you with the ability to build vocabulary, develop grammatical awareness and of course improve pronunciation.
Confidence in a language is critical and we are excited about the re-sults that this class has produced with our students.
At this stage in the course, your instructor will review points from the previous classes to check both understanding and application.
You will be encouraged to track through your audios from this course to see how you have pro-gressed. We would suggest that you store your recordings on a google drive, they are large files
and occupy a significant amount of storage space. If you require further information about cloud storage contact your instructor for assistance.
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“Your only as good as your last sale!”
Based on 2 hours you will learn how to give directions to a store location, to instruct customers on how to find items of clothing and providing directions to customers with a store.
Part of providing a non negotiable stan-dard of excellence is learning how to help customers to find an exit, clothing items and areas of a store.
This module has a very high
level of interaction between the teacher and the student. All materials are supplied and some additional study material which will
help you to identify with this topic.
The ability to guide a customer through a store will be one of your overall objec-
tives with this lesson plan.
Day 9!!Directions!!!
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Day 11 Review This lesson has been reserved for an overall review of the course. Your instructor will ask you questions from each module to evaluate understanding and make recommenda-tions.
We have never advertised our services and have grown as a business on the strength of testimonials from our students. We hope that you have enjoyed this course and take the time to leave a comment on any of our platforms.
Thank You
!The one2one team
“Proud to be different!”
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