Objectif du plan de formation de la profession
CFC CD 1 — Gestion des relations avec les clients.
Aperçu des questions
1Associe à chaque terme français du service après-vente son équivalent anglais.
À associer par paires :
La carte de fidélitéCumuler des pointsL'extension de garantieLe service clientèleLe rendez-vousSe désabonner (newsletter)
Customer serviceThe appointmentThe extended warrantyThe loyalty cardTo collect pointsTo unsubscribe
2Un client achète un aspirateur et demande : «What's the warranty?» Que réponds-tu correctement pour la Suisse ?
There is no warranty on electrical goods.A two-year legal warranty, and the manufacturer adds an extra year on top.Six months, like everywhere.The warranty is as long as you keep the box.
3Quand tu dis «Please keep the receipt as proof of purchase», tu expliques au client que le ticket est la preuve d'achat pour la garantie.
VraiFaux
4Tu veux proposer la carte de fidélité à une cliente. Quelle phrase est informative sans insister ?
You need our loyalty card, everybody has one.Sign up for the card, it takes two minutes, come on.Would you like to sign up? It only takes a minute.Our loyalty card is free: you collect points on every purchase. Want one?
5Classe chaque cas selon que la garantie légale le couvre ou non.
Catégories :
Covered by the legal warrantyNot covered
Éléments à classer :
A seam came apart on the first wash.The customer doesn't like the colour any more.The motor stopped working after six months.The phone fell in the lake.The screen flickered from day one.The shoes are worn out after three years.
6Remets la prise d'un rendez-vous de service dans le bon ordre.
À remettre dans le bon ordre :
Could I have your name and phone number?I can book your bike in for a service.Thursday at nine, then.We'll send you a reminder the day before.Would Tuesday or Thursday suit you?
7Le client demande pourquoi vous avez besoin de son adresse e-mail. Quelle réponse est honnête et correcte ?
For your receipt and, only if you agree, our newsletter. You can unsubscribe.Just give it to me, it's for the system.We send you offers every day, it's great.We don't really need it, but the boss wants it.
8«You've got fifty points on your card, that's five francs off your next purchase» signifie que la cliente paiera cinq francs de moins à son prochain achat.
VraiFaux
9Un client hésite à acheter l'extension de garantie à 49 francs. Coche les phrases qui conseillent correctement.
It extends the cover from two to four years.It also covers accidental damage, which the legal warranty doesn't.You can decide at home; you have thirty days to add it.Without it, the product will break and you'll have nothing.Everyone takes it, you should too.If you don't take it, I can't give you the receipt.
10Une cliente appelle : son appareil est en réparation depuis trois semaines et elle n'a aucune nouvelle. Que dis-tu ?
Repairs take time, be patient.Sorry for the silence. I'll check with the workshop and call you back today.I don't work in repairs.You should have called earlier.
Les bonnes réponses se découvrent en jouant le Kwiiz.
