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ModuleModuleModuleModule 4:4:4:4: ShoppingShoppingShoppingShopping TalkTalkTalkTalk ((((UpdatedUpdatedUpdatedUpdated,,,, JulyJulyJulyJuly 2019)2019)2019)2019)

(a)(a)(a)(a) UsefulUsefulUsefulUseful VocabularyVocabularyVocabularyVocabulary

01. adjust (clothing) 36. continental restaurant 71. grocery 106. preference02. alcohol 37. counter (service/paying) 72. gueridon service 107. price tag (NOT label)03. apparel 38. counterfeit 73. guidebook 108. purchase04. appliance 39. coupon 74. haggle 109. purpose/use05. aroma 40. customer service counter 75. hairdresser 110. purse06. authentic 41. dairy/milk bar 76. hotel business centre 111. queue/line07. bakery/bread shop 42. damaged 77. housewares department 112. rack08. bankrupt 43. deal (good/bad) 78. I.T district 113. receipt09. barcode 44. debit card/credit card 79. in cash/by card 114. refreshments10. bargain 45. defect 80. inferior 115. regret/feel guilty11. bargain-hunting 46. delicatessen 81. jewellery 116. restaurant area/district12. bargain store ($2 Shop) 47. delivery 82. just looking\browsing 117. return/take back13. basket (shopping basket) 48. designer 83. laundry service 118. rip off14. beautician (therapist) 49. discount 84. laybuy/layaway service 119. scale (trad. 'scales')15. beauty salon/parlour 50. dishonest 85. lease/rent/hire 120. scantily clad16. bespoke/tailor/custom 51. dispatch (also see 'ship') 86. limousine 121. scanner (barcode reader)17. beverage 52. eatery 87. luxury 122. servery18. bistro 53. electronics 88. manicure 123. shelf (also 'display shelf')19. branded products 54. elevator 89. match/matching 124. ship/shipping20. broke (no money) 55. emporium 90. material 125. shop assistant21. buffet 56. escalator 91. menswear/women's wear 126. shopping cart/trolley22. butcher 57. fabric 92. menu ('on the' and 'off') 127. size label23. cake shop/cakery 58. fake 93. merchant/vendor 128. souvenir24. calculate/calculator 59. fashion district 94. momento shopping 129. special offer/promotion25. care instructions (label) 60. franchise 95. nightclub/bar district 130. stale26. cashier (for cash!) 61. furniture department 96. on sale/discount 131. stingy/mean27. chainstore 62. generic products 97. organic/natural 132. stock/merchandise28. change (small coins) 63. genuine/authentic item 98. outlet mall 133. store directory/map29. change/fitting room 64. gift shopping 99. pasta restaurant 134. street hawker30. check out/pay counter 65. giftwrap (and service) 100. pedicure 135. swindle/swindled31. childcare/childminding 66. good deal 101. personal taste 136. till/cash register32. choice/selection/variety 67. good value 102. pirate copy 137. toiletries33. comparing/comparison 68. great bargain 103. pizzeria 138. too loose (wrong size)34. complimentary 69. great deal 104. postal/parcel service 139. too tight (wrong size)35. contaminated 70. greengrocer 105. postcard 140. value/economical

ContainerContainerContainerContainer VocabularyVocabularyVocabularyVocabulary

bag shopping bag, bag of flour, bag of gardening soil, courier company bag.bar chocolate, hand-soap,basket of groceries (a shopping basket, carry basket), laundry basket, also 'gift basket' of fruit, bread or meat.bottle milk, tomato sauce, juice, waterbox breakfast cereal, chocolates, matches, pencils, paints, McDonalds Fries!bucket water bucket, bathing bucket, popcorn, chicken (1970s KFC concept)bunch bananas, grapes, flowers,can soda, lemonade, cola, spray can, watering can,carton milk, eggs, cartons for goods deliveries (ie. computers) and household asset relocationcase beer, eyeglasses case, CD/DVD case, wine (nice, stamped wood, for presentation of wine)crate apples (also 'fruitcrate' for other fruits), milk, wine (for bulk wine delivery only)jar of jam, honey, glass jar, storage jar,loaf of bread, also 'meatloaf',packet biscuits, crisps, chewing gum, peanuts, uncooked ready-made pasta (including instant noodles).piece of toast, bread, cake, *cheese, *orange, *watermelon (*when cut rectangle or square, see 'slice' for other),roll of toilet paper, sticky-tape, cotton, ribbon, wool, carpet, cream roll (a type of cake), spring roll (Chinese!)sack potatoes, onions, corn, Santa - The big fat Christmas guy! (but people often say 'Santa's bag')slice pizza, ham, bacon, cheese, tomato, orange, watermelon, bread (never 'toast' see 'piece').tin soup, spaghetti, tuna, beans, cat food (not for humans), house paint (mmmm! - delicious!)tray ice cube tray, serving tray, paper tray in office,tub of ice-cream, yoghurt, honey (tubs are plastic, and usually have a clip-on lid).tube toothpaste, glue, suntan lotion, beauty and medicinal tubes of cream,

MakeupMakeupMakeupMakeup TypesTypesTypesTypes (Courtesy https://odyb.net/beauty/types-of-makeup-cosmetics)

FaceFaceFaceFaceFace Primer Pampers skin and creates a protective barrier. Put on BEFORE foundation makeup.Concealer Used to cover any imperfections of the skin.Foundation Put everywhere on face, to even out skin tone. Usually a liquid, cream, or powder,Face powder Used to set the foundation, giving a matte finish, and also to conceal small flaws or blemishes.BB Cream BB (blemish balm) covers redness, scars, AND has moisturizing, whitening, anti-aging, and SPF.Rouge/blush To redden cheeks so as to provide a more youthful appearance and to emphasize the cheekbones.Contour powder Sometimes a cream, it modifies face shapes (usually to make faces look thinner).Highlight Used to draw attention to the high points of the face as well as to add glow to the face.Setting Spray Used to keep makeup intact for long periods of time (sometimes a powder over foundation).

EyesEyesEyesEyesEye Primer Will help any makeup you put on your eye last longer.Mascara Used to darken, lengthen, and thicken the eyelashes.Eyelash Curler A hand-operated mechanical device for curling eyelashes.False Eyelashes To add length, thickness and fullness to natural eyelashes.Eyebrow Pencil A coloured pencil you can use to give your eyebrows a tint.Eyebrow Wax Used to even out eyebrows to your liking.Eyebrow Gels Used to set the eyebrows so that they stay in place all day.

LipsLipsLipsLipsLipstick Applies color, texture, and protection to the lips.Lip Gloss Used primarily to give lips a glossy luster and sometimes subtle color.Lip Liner adds depth to the colour of lipstick.Lip Plumper Used to make lips appear fuller.Lip Balm To seal moisture in lips and protect them from harmful external exposure.Lip Primer To be worn underneath lipstick, lip liner, and/or lip gloss.Lip Booster Hydrates the lips, helps restore collagen and maximizes lip gloss.

NailsNailsNailsNailsNail Polish A type of lacquer applied to fingernails and toenails to decorate and protect the nail plate.Fake Nails Acrylic, crystal, gel, powder, press, silk.

TypesTypesTypesTypes ofofofof BagsBagsBagsBags VocabularyVocabularyVocabularyVocabulary

WomenWomenWomenWomen WomenWomenWomenWomen andandandandMenMenMenMenathletic, backpack, baguette, barrel, beach, bowler,briefcase, bucket, cinch, clutch, cross body, doctor,duffel/sea, envelope, flap, frame, hobo, messenger,minaudiere, quilted, saddle, satchel, shopper, shoulder,sling, suitcase, tote, trapeze, wallet, wristlet.

athletic, backpack, beach, briefcase, cross body, doctor,duffel/sea, hobo, messenger, saddle, satchel, shopper,shoulder, suitcase, tote, wallet.

TypesTypesTypesTypes ofofofof ShoesShoesShoesShoes VocabularyVocabularyVocabularyVocabulary

WomenWomenWomenWomen MenMenMenMenankle boots, ankle strap, ballerina flats, bow sandals,brogues, chelsea boots, chunky, clogs, cowboy boots,derby, desert boots, dockside, d'orsay, espadrilles, flip-flop, gladiators, gumshoes, kitten heel, knee boots, lita,mary jane, moccasin, monks, mule, oxford, peep toe,platform, pump, slingback, slip-on, slippers, snow boots,stiletto, thigh high boots, trainers, t-strap, wedge boots.

black tie, boat, brogue boots, chelsea boots, chukka boots,derby, dress boot, espadrilles, loafer, monk,oxford/balmoral, sandals, slip-ons, sneakers.

PreciousPreciousPreciousPrecious StonesStonesStonesStones (Gemstones)(Gemstones)(Gemstones)(Gemstones) andandandand PreciousPreciousPreciousPrecious MetalsMetalsMetalsMetals VocabularyVocabularyVocabularyVocabulary

GemstonesGemstonesGemstonesGemstones MetalsMetalsMetalsMetalsagate, amber, amethyst, diamond, emerald, garnet, opal,pearl, quartz, ruby, sapphire, topaz, turquoise, zircon.

gold, silver, platinum, iridium.

TypesTypesTypesTypes ofofofof RingsRingsRingsRings www.stylishcircle.com TypesTypesTypesTypes ofofofof WeddingWeddingWeddingWedding RingsRingsRingsRingswww.evesaddiction.com

TypesTypesTypesTypes ofofofof BraceletsBraceletsBraceletsBracelets

For original image,click here -https://www.magnetic-products-store.com/golfers-magnetic-bracelets/augusta-bio-golfers-magnetic-therapy-bracelet-with-leather-strap.html

ShoeShoeShoeShoe BucklesBucklesBucklesBuckles (left)(left)(left)(left)andandandand LacesLacesLacesLaces (right)(right)(right)(right)

TypesTypesTypesTypes ofofofofBeltBeltBeltBelt BucklesBucklesBucklesBuckles

For original image,click here -https://www.casanova1948.com/meet-casanova1948/brand-name-belt-types-and-designer-buckles-compatibility/

TypesTypesTypesTypes ofofofofBeltBeltBeltBelt StrapsStrapsStrapsStraps

For originalimage,click here -https://www.artofmanliness.com/articles/complete-guide-mens-belts/

OverallOverallOverallOverall strapsstrapsstrapsstraps andandandand bucklesbucklesbucklesbuckles

DressDressDressDress strapsstrapsstrapsstraps andandandand(in(in(in(in picturepicturepicturepicture 4)4)4)4) ties.ties.ties.ties.

BraBraBraBra straps,straps,straps,straps, buckles,buckles,buckles,buckles, andandandand cupscupscupscups

For international cup size conversion chart,click here -https://www.gossard.com/Get-the-Perfect-Fit/Sizing-Guide

(b)(b)(b)(b) BrainstormBrainstormBrainstormBrainstormAboutAboutAboutAbout thethethethe RetailRetailRetailRetail WorldWorldWorldWorld

In your individual groups, brainstorm about the following questions:

01. How do you usually shop?

02. Do you like to window shop? Whether 'yes' or 'no', explain your answer.

03. What makes you want to shop at some stores, but not at others?

04. What things do you usually spend little money on?

05. What things do you usually spend a moderate amount of money on?

06. What things do you spend the most money on? (or 'a lot of' money on?)

07. What makes a person a good 'gift buyer?'

08. Why are brand names important to some people, but unimportant to others?

09. How do you feel about brand names?

10. Some psychologists say that you should not go shopping when you are 'unhappy',while other people believe in 'shopping therapy' when a person is unhappy.What do you think about these two ideas?

WhenWhenWhenWhen youyouyouyou’’’’rererere ready,ready,ready,ready, discussdiscussdiscussdiscuss youryouryouryour ideasideasideasideaswithwithwithwith youryouryouryour trainertrainertrainertrainer forforforfor feedbackfeedbackfeedbackfeedback

(c)(c)(c)(c) Reading:Reading:Reading:Reading: TheTheTheThe GlobalGlobalGlobalGlobal RetailRetailRetailRetail LandscapeLandscapeLandscapeLandscape

Read the following article, then do the exercise in section 'd', below.

The Global Retail LandscapeWritten byGlen Clifford

There are some very interesting formulaic differences in how retail stores (also called'shops') establish (ie. setup) and develop themselves in various countries. However, ahybrid of the establishment formulas developed in both the USA and Europe has provento be the dominant in the majority of countries. Even in Asia, where cultures differgreatly from the West, the USA/EU retail model formula has become the most desiredway to do business, to do retail. At the most basic level, the model breaks retail downinto the following types:

PartPartPartPart 1111 ---- TypesTypesTypesTypes ofofofof RetailRetailRetailRetail EstablishmentsEstablishmentsEstablishmentsEstablishments

SupermarketsSupermarketsSupermarketsSupermarkets: These establishments sell foodstuffs: fresh fruit, vegetables, bread,meat, and grocery items: factory-made sauces, jams, breakfast cereals, dishwashingand laundry detergents, and kitchen and bathroom cleaning chemicals. Supermarketsstock an assortment of brands, and the same brand named items can sometimes be foundat nearby department stores. However, when this item/product overlap exists, thesupermarket will usually concentrate on the 'lower-end' brands. Here is an example tohelp you understand what this means:

Many supermarkets have a 'variety' section that does not sell foodstuffs. In 'variety',you can find cameras, sportswear, glassware, plasticware... etc. When it comes tocameras, you will likely find 'lower end' camera brands like Fuji, Kodak, Olympus, andSamsung. But you are unlikely to find 'higher end' camera brands like Canon, Nikon,Panasonic, and Pentax. You would need to go to the nearby department store to findthese higher end brands. What makes the item/product overlap exist, is that thedepartment store is also likely to stock most of the lower-end brands, like Fuji, Kodak,Olympus, and Samsung.

Item overlap is not confined to the variety section of supermarkets... Some departmentstores feature a mini-supermarket that sell many of the same foodstuff and grocery itemsas supermarkets, although the price on many items is usually higher than the price foundin the supermarket. However, excluding foodstuffs/groceries, about 90 to 95 percentof the time, brands or items stocked by department stores do not overlap with what isbeing sold at supermarkets. At a supermarket, you can find 'life essentials', like a hugeassortment of cleaning cloths/scrubbers, plastic buckets and brooms, pet groomingequipment, and pet toys. You are not likely to find these items at most departmentstores.

'Life essentials' is probably one major characteristic of the supermarket. Anothercharacteristic would be 'minimum customer service', and this is how most people like it.In most cultures, people simply want to get their weekly supplies with a minimum offuss, drama or inconvenience, then go home to eat their new food. However, as youwill read in 'Supermarkets in China' (later in this training module), China has tried tochange various universal concepts of 'the supermarket' experience'.

DepartmentDepartmentDepartmentDepartment StoresStoresStoresStores: The first department store was opened my EnglishmanAlexander Stewart in 1862. It was called 'The Iron Palace' and took up a huge spacefrom Broadway and Ninth Street to Tenth Street, New York (Stewart had migrated to theUSA from the UK). Prior to The Iron Palace, Stewart had another huge store complexcalled 'The Marble Palace'. The Marble Palace was very impressive, but it did nothave a 'floor layout' (and corresponding 'organisation') of what we today know as a'department store'. However, when Stewart later created The Iron Palace, it had all thecharacteristics and features of a modern department store.

The second department store was opened by Englishman William Whiteley in 1863. Itwas called 'Whiteleys' and stood at Queens Road (now called 'Queensway'), WestLondon. As with the New York store 'The Iron Palace', Whiteleys had been inevolution for quite some time. The Whiteleys evolution continues today, as it will beclosed between December 2018 to 2022 for complete redevelopment. As with manyvery successful business ventures, Whiteleys has a 'dark side' to its history:

Over 6,000 staff were employed in the business, most of them living in companyaccommodation, and working from 7am-11pm, six days a week. Whiteley boughtfarmlands and built food-processing factories to provide produce for the store.

But despite the huge success of his business, and Whiteley's reputation as a greatpublic benefactor, in private he was a bully and philanderer. He was a tyranttowards his workers and seduced shop girls with impunity. Eventually his wifegrew tired of his infidelity, and sued for divorce on the grounds of adultery andcruelty.

On 24th January 1907, his disreputable behaviour caught up with him. Amancalled Horace Rayner, who claimed to be Whiteley's illegitimate son, shot Whiteleytwice in the head, killing him instantly.

https://www.telegraph.co.uk/finance/2923499/What-fate-had-in-store-for-Whiteley-and-Selfridge.html

Department stores are always bigger than supermarkets, and usually have at least four to12 floors. Nowadays they sell tableware, cooking and kitchen equipment, electronics(computers to audio-visual items), furniture, bedding, baggage/luggage, cosmetics, sportequipment, sportswear, and of coure clothing and footwear. A good department storeshould offer a wide assortment of brands, meaning a choice between (for example)Adidas, Asics, Converse, Fila, New Balance, Nike, Puma, Reebok, or (cameras) Canon,Fuji, Kodak, Nikon, Olympus, Panasonic, Pentax, Samsung, Sony, Panasonic...

Many department stores have 'brand floorspace' or 'brand booths' where only one brandis sold. The space or booth is usually furnished and subsidised by the brand, such asAdidas or Canon. In fact, the staff that work in the space usually receive extensivetraining by the brand, about the products they are employed to sell. In many countries,the staff are not even employed by the department store, but by the brand manufacturingcompany. Quality customer service is a characteristic of department stores, andwhenever possible, brands try to make their staff/sellers experts in the features andoperation of the company's products. This expertise not only improves customerservice, but also the efficiency of the selling/marketing process.

ConvenienceConvenienceConvenienceConvenience StoresStoresStoresStores: These stores are CONVENIENT, with most chains open 24hours a day, seven days a week... They are also 'convenient' because they are found atboth city and neighbourhood locations, seldom far from where you need them! But forthe double convenience of opening hours and locations, customers have to pay apremium... Most items at convenience stores are more expensive than at asupermarket, and the choice can be very limited, depending on the chain (note: seldomare convenience stores a one/single store operation). For example, there will likely beonly one brand of cooking oil, toothpaste, chocolate... etc.

The choice of items (good or bad) depends heavily on how much floorspace theconvenience store has, and - in some countries - how difficult it is to get fresh stock tostore locations. Prior to 2018, Hong Kong 7-11 was a shocking disappointment to anyglobal traveller. It had only a few hundred items, and all were boring and overpriced.

By total contrast, Taiwan 7-11 has always had an incredible range of at least 90 differentreasonably priced tasty drinks, derived from various juices and milk products. It's nocoincidence that Taiwan 7-11 is owned by Unipresident, a huge - Taiwan owned -beverage manufacture in Asia (and they have no connection to Hong Kong 7-11).However, Taiwan 7-11 goes even further, stocking drinks from other Taiwan beveragemanufacturers. Taiwan 7-11 also has an impressive range of fresh food, consideringthat each store is not much bigger (in floorspace) than many Hong Kong 7-11 stores.Quite simply, walking into any Taiwan 7-11, is a big Taiwan tourism experience!

From the beginning of 2018, Hong Kong 7-11 greatly improved, mostly due tocompetition from Family Mart and other major global chains. However, both HongKong 7-11 and Hong Kong Family Mart are still handicapped by floorspace issues, andthe fact that Hong Kong retail rent is the highest in the world. The rent issue meansthat Hong Kong convenience stores have two main criteria for every item they stock,(1) it must be an item that is very cheap to buy from the manufacturer in bulk supply,and (2) the same item must be very appealing (and sell very well) to the majority ofpeople, so that the store can charge the highest possible price, and profit greatly on anitem that cost the store very little, as they buy millions of it. In this way, rent is paid,staff are paid, and Hong Kong 7-11 and Family Mart still make a handsome profit...No wonder, despite improvements in variety/range, most items sold by Hong Kongconvenience stores are still boring (appealing to junkfood lovers and children) and veryover-priced.

MumMumMumMum &&&& PopPopPopPop StoresStoresStoresStores: These used to be commonly called 'General Stores'. They aresmall, family-owned or independent businesses, that sell many different items. Theydo not open 24 hours a day (such as convenience stores) and do not sell items forcheap/low prices (such as supermarkets). Also, unlike supermarkets and departmentstores, mum & pop stores seldom discount items and almost never have store-wide sales.However, when it comes to drinks and snacks, mum & pop stores are usuallycomparable or a bit cheaper than convenience stores.

The main advantage that mum & pop stores have is that the owner usually knows thecharacteristics of everything he sells. This doesn't mean that every item will be ofgood/great 'quality'. It simply means that the owner will usually know about thequality level, operation procedure and efficiency of almost every item sold in the store.By contrast, try asking an 18 year old who works at a supermarket to tell you about theoperation of an electric hair curling machine, or the quality of a potato! Nonetheless, itshould be stated that in recent years (since 2005 at least) supermarkets have started toheavily compete against mum & pop stores. Supermarkets are now more likely toemploy older people who do know about vegetables, condiments, and other item areas.

TraditionalTraditionalTraditionalTraditional MarketsMarketsMarketsMarkets: These are in many parts of the world, especially Africa, Asia,and South America... They come in several styles, or layouts: Some are undercover(in buildings), some are outside (under umbrellas and canopies). Some arepermanently established, others completely dismantle and vacate the area (even somethat are held in buildings shut down, vacate, and may return on the weekend or nextmonth). Many markets in Asia (especially China) are called 'wet markets' because theyare always wet! But let's look online for a more detailed definition:

TheTheTheThe ChineseChineseChineseChineseWetWetWetWetMarketMarketMarketMarketAwet market is a market selling fresh meat and other produce, such as fruit andvegetables. By contrast, dry markets sell durable goods, such as clothing, cloth,mats, carpets, electrical items and electronics.

Traditionally, wet markets sold dead and live animals out in the open. However,since SARS and similar virus outbreaks, live pigs and chickens have become anovelty, now rarely seen. Live fish, shellfish, and frogs are widely still available.

Wet markets also generally include butcher shops with fresh meat. The fresh meatand fish sections are separate from the fruit and vegetable stalls.

Most markets also have stalls that sell dried goods (including dried fish & red meats),spices, nuts, beans, eatable seeds, tofu, and cooked meats (especially, fried chicken).

https://en.wikipedia.org/wiki/Wet_market

If you work in Chinese hospitality, you should memorise every part of the above reading,as Chinese Wet Markets are a major international tourist attraction. Sadly, most hotelstaff and tour guides totally fail to explain to international visitors about wet markets.

PartPartPartPart 2222 ---- ChangesChangesChangesChanges inininin RetailRetailRetailRetail

Many items that are now commonly purchased at supermarkets and department stores,were traditionally sold by individual retailers/stores.

* Dolls, building blocks, trainsets, cars - and toys, toys, toys! They were once sold attoy stores/shops. For decades, department stores and supermarkets have been trying tosend the toy store bankrupt! While thousands have closed, toy stores have 'reinvented'themselves: They are now often 'specialty stores', selling Superhero (especiallyJapanese), Line (again, Japanese), Hello Kitty (German ~ No!), Barbie (American),Lego (Denmark), and others. Also, from 2000 to 2011, the U.S.A company 'Toys-R-Us' (basically, toy stores the size of supermarkets) expanded greatly. Despite partialbankrupcy in 2017, Toys-R-Us was relaunched in 2018. Most stores outside the U.S.Awere not affected by the 2017 bankrupcy, as they had been localised.

* Cured, spicy and - mainly - high quality finely prepared meats were originally sold bystores called delicatessens... These stores still exist, but are nowadays often found inboth supermarkets and department store grocery sections. In Australia and NewZealand, delicatessen products are collectively called 'smallgoods'. Also in AU/NZ,most delicatessens also stock good quality, but reasonably priced, bacon, ham and otherpig and bird products.

* More simple/regular meat was sold by a butchery (who later incorporated smallgoods).Supermarkets have caused the closure of most independent, privately owned, butcheries.

* Vegetable and flower seeds, soil, and gardening equipment were sold by a gardensupply store. In the 1980's, many of these business establishments grew in size, sellingready-grown plants, trees, outside (garden) fourniture, even barbeque sets! Therefore,they have often been called 'garden supply centres', rather than 'stores' or 'shops'.Supermarkets, with ever increasing floorspace, have sent most garden centres bankrupt.

* Hammers, nails, screwdrivers, screws, spanners/wrenches, bolts and nuts, were soldby a hardware store. These stores still exist, but nowadays their customers are themore 'professional' handyman or tradesman. Most people wanting a quick and cheapfix for a household/domestic problem, will likely visit the variety section of asupermarket, in order to buy their screws and screw-drivers. Many surviving hardwarestores have fully incorporated gardening items ('hardware and garden supply centres').

* Human skin moisturiser, makeup, lipstick, hand cream (this 'cream' is also amoisturiser and has no relationship to the cream from cows), UV protection lotion(called 'suntan lotion') fingernail polish (etc) were once sold at a beauty/cosmetic store.NOTE: Although 'fingernail polish' can be transparent, to 'polish/gloss' your fingernails,the words 'finger nail polish' usually refer to a paint that has a specific non-transparentcolour. Therefore, the word 'polish' can be deceiving. Sometimes it's polish, usuallyit's paint. Of course, nowadays, both supermarkets and departments stores are thehomes of beauty products, in their cosmetic sections or departments.

* Drugs/medicines/medications have been sold by drugstores, chemists and pharmacies(depending on the English speaking country). Since at least 1985, many drugstores,chemists and pharmacies have also sold baby nappies/diapers, milk powder for babies,male/female contraceptive items, vitamins, and even weight loss powder supplements(for adults). In much of Asia, a 'pharmacy' is a place to buy beauty and skincareproducts; drugs/medicine are totally absent from such businesses.

* Books, magazines, newspapers and sometimes comics were once sold at a book store,and although book stores still survive, department stores also stock the most populartitles. Many people also prefer to buy online for cheaper prices, or to buy the ebookversion instead. In some countries, a 'stationery store' will not only sell pencils, pensand paper, but also magazines, newspapers, comics and cheap novels. Interestingly, inthe U.S.A there is a very long - rather romantic - tradition of isolated lonely gas stations(ie. petrol stations) selling cheap novels to travellers, as they travel along lonelyhighways throughout the night.... No doubt tablet PCs have killed a lot of that tradition!

* Sneakers, slip-ons, sandals, trainers - and all other SHOES were once sold at shoestores! Shoe stores still exist, especially in Asia. But, similar to hardware stores,shoe stores in many Western countries now sell to people who are more serious aboutfootwear. For a cheap pair of sandals or slippers, many people choose the supermarket,or some types of department stores that have a generic shoe section.

* Supermarkets in China

In terms of global standards, 'customer service' at supermarkets is at a minimum, andthis is how most people like it... But not in China.

Since 2000, supermarkets in China have tried to change the - almost universal - modelof leaving the customer alone to shop in peace, so that they can simply get their weeklysupplies with no fuss, no drama, no interruption. Everywhere in China, even in thesmallest city-towns, supermarkets employ middle-aged campaign people to push brandsof shampoo, crackers, toothbrushes, sauces (etc) to passing-by, captive customers.

Both locals and Westerners living in China find this 'in your face' marketingintrusive/invasive. They tolerate but cannot accept being followed for 7-10 eternalseconds by a 47 year old woman, as she frantically and constantly proclaims howwonderful her toothbrush is, and that 'you should just buy one!' Such pushy (oftenridiculous) behaviour usually achieves minimum and negative results for the brand.Yet, Chinese supermarket owners do not want to stop this behaviour, and both local andinternational brands have been happy to pay for these brand pushers. (Note, brandpushers are not the same as recognisable 'campaign girls' who are at specific points).

So, why spend this time talking about supermarkets in China? Here is the answer: Itis important to be aware of these cultural differences, as they can make the experienceof your guest either a 'nice little adventure' or 'total hell'. Retail behaviour that localpeople have been accustomed to tolerate, can be a terrible experience for aninternational visitor. This is especially true, when a guest simply needs to buysomething with a minimum of fuss/drama.

For example, in the case of China, if a guest needs to buy some aspirin, and there is atypical Chinese supermarket across the street from the hotel/tourist attraction, shouldyou send him there? The answer is a big NO. The drugstore may be a little furtheraway, but that man with the headache is going to spend 15-25 minutes in a very noisysupermarket, being hounded by Mandarin speaking brand pushers, as he tries to find outif they even stock aspirin in a dosage high enough to cure his headache. Meanwhile,he could have spent only five minutes walking around the corner to the drugstore, andimmediately found aspirin in 600mg (headache curing) tablet dosages.

In such circumstances, at least 85% of the time, the international visitor is likely toemerge from the supermarket frustrated and empty handed. The supermarket is notlikely to have what is needed, whether it be aspirin, a head/sun cap, or a packet ofenvelopes. Before you offer suggestions or advice to people from other countries,think about whether your idea is the best possible solution... Then, THINK AGAIN:Is your idea the best possible solution for a person from another country? What willthey need to do, if they follow your initial advice? (or what hell will they 'go through').This basic - and quick - reflection can make a huge difference to the quality of yoursuggestion, which is also the quality of your customer service.

(d)(d)(d)(d) PuttingPuttingPuttingPutting itititit allallallall TogetherTogetherTogetherTogether

Now that you have finished the reading (in section 'c'), answer the following questions...Remember, when answering questions, this is NOTATEST. 'Not a test' means youshould not and will not find all the answers in the reading you have just finished.Instead, you should also talk from your own personal knowledge, your own lifeexperiences. Try to speak about your knowledge and experiences in English.

TraineeTraineeTraineeTrainee GroupGroupGroupGroup 1:1:1:1:1/ What do people shop at a supermarketfor?

2/ What's good about shopping at asupermarket?

3/ What disadvantages does this type ofstore have?

TraineeTraineeTraineeTrainee GroupGroupGroupGroup 3:3:3:3:1/ What do people shop at a conveniencestore for?

2/ What's good about shopping at aconvenience store?

3/ What disadvantages does this type ofstore have?

TraineeTraineeTraineeTrainee GroupGroupGroupGroup 2:2:2:2:1/ What do people shop at a departmentstore for?

2/ What's good about shopping at adepartment store?

3/ What disadvantages does this type ofstore have?

TraineeTraineeTraineeTrainee GroupGroupGroupGroup 4:4:4:4:1/ What do people shop at a local mum &pop store for?

2/ What's good about shopping at a localmum & pop store?

3/ What disadvantages does this type ofstore have?

WhenWhenWhenWhen youyouyouyou’’’’rererere ready,ready,ready,ready, discussdiscussdiscussdiscuss youryouryouryour ideasideasideasideaswithwithwithwith youryouryouryour trainertrainertrainertrainer forforforfor feedbackfeedbackfeedbackfeedback

(e)(e)(e)(e) PhrasesPhrasesPhrasesPhrases forforforforOfferingOfferingOfferingOffering Suggestions/AdviceSuggestions/AdviceSuggestions/AdviceSuggestions/Advice

Study the following ways of offering suggestions and advice. When studying don't tryto memorise sentences and phrases. It is better to approach this learning with a'playful' attitude. Try to exchange or 'swap around' words and phrases, to see if youcan make new sentences. You could try to create new sentences by modifying wordsand tired phrases. People often change the style of their communication by puttingnew words into sentences they have to say very often. If you find yourself speakingthe same words many times a day, you can try to introduce new vocabulary into everyutterance you make!

SuggestionsSuggestionsSuggestionsSuggestions

They SpecialiseDo you know about XYZ Store?They specialise in 1234

I know that XYZ Store stocks some wonderfullooking 1234. Have you heard of them?

Luxury - ReasonableWhere you go depends on what style you like andalso how much you want to spend. If it's aboutluxury, you can try the ABC district. If it's aboutreasonable prices, there's the DEF district.

Mature - YoungFor a mature style, you could take a trip to GHIdistrict. But for a younger and sometimes trendystyle, go a district called JKL.

Cheap - Better QualityWell, for cheap throw-away 1234, I recommendMNO district. But for better quality, I would sayPQR district.

Only One District/StoreFor the best deal in 1234, whether very cheap orvery expensive, I can totally recommend STUdistrict/store.

Not the Right CityActually, this city isn't really the best place to buysuch items. Are you planning to make a trip to(alternative city)? Or else, you can buy onlineand have shipped to the hotel.

(Alternative city) is the place where you will findthe best range and prices on exactly what youwant. Perhaps, if you have time, you couldtravel there.

AdviceAdviceAdviceAdvice

Required Items (need)You will need to go to the 1234 Store, they willhave what you need. It's quite nearby, just turnleft at the next corner, then walk one blockdown... It will be on your right hand side.

There is a 1234 Store nearby that has exactly whatyou need. Here is a map, and I'll mark the routeto take.

Desired Items (like/thing)If that's what you like, I can recommend 1234.You'll find them in the VWX district, just onesubway stop away.

1234 sells that type of thing. They havebranches right across the city. Would you likeme to help you find the nearest one?

A Much Better DealInferior Pty Ltd Store is not the place to go if youwant a good but cheap deal. Their items aregood, but too expensive. Can I recommend yougo to Good Deal Pty Ltd.

Many people would say 'go to High ClassDistrict'. But, as a local, I know you can find thesame items at nearly half the price in 'CommonersDistrict'.

Stay Away FromIf you want to get a good deal on 1234, then don'tgo to Evil District. They charge too much oneverything, and they swindle tourists andforeigners.

You're not going to find a bargain at CharlatanDistrict. Stay away from there, they willovercharge you.

(f)(f)(f)(f) TheTheTheThe RiskyRiskyRiskyRisky 'SHOULD''SHOULD''SHOULD''SHOULD'WordWordWordWord

Offering suggestions or advice to people from other countries can be a risky job!Many non-native English speakers can sound too 'pushy' and frequently 'rude'.The worst combination of words is 'You should'.

- Peter (AWesterner, SPEAKING)'I have a headache.'

- Wang (A Chinese, SPEAKING)'You should take some medicine' or'You should drink some water'(in China, water is a partial cure for everything,which to Westerners sounds ridiculous).

- Peter (now THINKING)Who the hell do you think you are, telling me what you think I SHOULD do! Do youthink I am stupid and can't think for myself! You do not control my life, and have noright to try to control my life!

In the above situation, one that I have heard hundreds of times in China, manyWesterners will even aggressively say to the Chinese, 'Don't you tell me what you think Ishouldshouldshouldshould do, just keep your opinions to yourself'. But, what the Westerner is actuallythinking (as in the above example) is usually a lot more serious.

The problem is both tone and connotation. Chinese will use the word 'should' with toomuch stress and seriousness. As for connotation, in most English speaking countries,'should' has strong connotations that somebody is 'wrong', 'obligated', somewhat 'stupid',a 'child', 'not taking proper action' (and several other very negative connotations).

But to slightly complicate matters, there are times when 'should' should be used. Readthe example below:

- Susan (AWesterner, SPEAKING)'He has been knocking on my door, quite drunk, every Friday night for almost a month.And last week he even vomited on my sofa! It's hard to believe that just six months ago,I thought he was Prince Charming'

- Jane (AWesterner, SPEAKING)'I think you should leave him, you can do much better than him'

Obviously, the above matter is a serious situation. But what you read above is asituation where Susan has already set the grim tone of the conversation. Because thesituation and conversation is already grim, Jane's suggestion ('you should leave him')would be no shock to Susan. However, compare the modification to the Susan/Janeconversation below:

- Susan (AWesterner, SPEAKING)'Last Friday evening when he came to my house, he was quite drunk '

- Jane (AWesterner, SPEAKING)'I think you should leave him, you can do much better than him'

- Susan (AWesterner, SPEAKING)'Don't tell me what you think I 'should' do; it's my life, not yours!'

Note that in the modified conversation, Jane offered a very strong suggestion ('I thinkyou should leave him...') after hearing Susan say only one negative thing about the guy!Normal, rational people would not speak like Jane, in this modified conversation.

In real life, if Susan only said one negative thing about the guy, Jane may ask, 'is thereanything else he has done' or 'do you know why he has been drunk so often?' Again,Jane would never jump to the conclusion 'I think you should leave him' after hearingonly one negative complaint. The situational context, after hearing only one complaint,would not warrant the strong and dramatic comment of 'I think you should leave him'.

Therefore, you can see that the word 'should' is risky because it is related to (1) tone,(2) pre-existing connotation, and (3) context. In the context of the modifiedconversation between Susan and Jane, 'Susan' would need to make more (and moreserious) complaints about 'the guy' to warrant Jane saying 'I think you should leave him'.

Let's look at another example where context is the deciding factor, when using the word'should':

- Trevor (AWesterner, SPEAKING)'That night club we went to the other day was great'

- David (AWesterner, SPEAKING)'Yeah... We really should go there again'

In the above example, the context is obliviously positive, and any obligatoryconnotation attached to the word 'should' is going to be very weak.

(g)(g)(g)(g) GuestsGuestsGuestsGuestsWantingWantingWantingWanting SuggestionsSuggestionsSuggestionsSuggestions andandandandAdviceAdviceAdviceAdvice

ByByByBy nownownownow youyouyouyou 'should''should''should''should' havehavehavehave readreadreadread sectionssectionssectionssections 'e''e''e''e' andandandand 'f''f''f''f' ofofofof thisthisthisthistrainingtrainingtrainingtraining module.module.module.module. NowNowNowNow youyouyouyou willwillwillwill bebebebe readyreadyreadyready totototo createcreatecreatecreate aaaa role-role-role-role-playplayplayplay basedbasedbasedbased onononon whatwhatwhatwhat youyouyouyou havehavehavehave readreadreadread about!about!about!about!

ALL GROUPS - IMPORTANT!Listen very carefully to the role-play conversations created by other groups. Later, youwill be asked to summerise what took place in their conversations.

TraineeTraineeTraineeTrainee GroupGroupGroupGroup 1:1:1:1:

SylviaSylviaSylviaSylvia from Italy wants to buy some jewellery!Please ~1/ Discuss with her what type of jewellery she wants,(necklaces, rings, broches, bracelets etc) and

2/ What style she likes/prefers, and3/ Offer suggestions based on quality and how much she can spend.(suggestions can also compare different types of stores)

TraineeTraineeTraineeTrainee GroupGroupGroupGroup 2:2:2:2:

TomokoTomokoTomokoTomoko from Japan wants to buy some cosmetics!Please ~1/ Discuss with her what she needs cosmetics for,(face, arms, hands, legs, feet etc) and

2/ What she wants the cosmetics to help improve/cure, and3/ Offer suggestions based on quality and how much she can spend.(suggestions can also compare different types of stores)

TraineeTraineeTraineeTrainee GroupGroupGroupGroup 3:3:3:3:

IngridIngridIngridIngrid from Germany wants to buy a bag!Please ~1/ Discuss with her what type of bags she is interested in,(especially, what she wants to use the bag for) and

2/ What material and style she likes, and3/ Offer suggestions based on quality and how much she can spend.(suggestions can also compare different types of stores)

TraineeTraineeTraineeTrainee GroupGroupGroupGroup 4:4:4:4:

KateKateKateKate from America wants to buy some shoes!Please ~1/ Discuss with her what type of shoes she is interested in,(if she doesn't know, ask where she wants to wear the shoes) and

2/ What material and style she likes, and3/ Offer suggestions based on quality and how much she can spend.(suggestions can also compare different types of stores)

SummarisationSummarisationSummarisationSummarisation ofofofofRole-PlayRole-PlayRole-PlayRole-Play ConversationsConversationsConversationsConversations

TraineeTraineeTraineeTrainee GroupGroupGroupGroup 1:1:1:1:A person from Trainee Group 1 will now summerise the conversation between theworker/staff and KateKateKateKate (the(the(the(the GroupGroupGroupGroup 4444 role-play).role-play).role-play).role-play).

TraineeTraineeTraineeTrainee GroupGroupGroupGroup 2:2:2:2:A person from Trainee Group 2 will now summerise the conversation between theworker/staff and IngridIngridIngridIngrid (the(the(the(the GroupGroupGroupGroup 3333 role-play).role-play).role-play).role-play).

TraineeTraineeTraineeTrainee GroupGroupGroupGroup 3:3:3:3:A person from Trainee Group 3 will now summerise the conversation between theworker/staff and TomokoTomokoTomokoTomoko (the(the(the(the GroupGroupGroupGroup 2222 role-play).role-play).role-play).role-play).

TraineeTraineeTraineeTrainee GroupGroupGroupGroup 4:4:4:4:A person from Trainee Group 4 will now summerise the conversation between theworker/staff and SylviaSylviaSylviaSylvia (the(the(the(the GroupGroupGroupGroup 1111 role-play).role-play).role-play).role-play).

(h)(h)(h)(h) Reading:Reading:Reading:Reading: ThingsThingsThingsThings totototo BuyBuyBuyBuy inininin ChinaChinaChinaChina

Read the following article, then do the exercise in section 'i', below.

Things to Buy in China, andWhat is Worth Buying in China

ThingsThingsThingsThings totototo BuyBuyBuyBuy inininin ChinaChinaChinaChinaBeijing: Cloisonné; fresh water pearls.Shanghai: Silk carpets, qipaos.Hangzhou: Longjing tea, silk.Suzhou: Silk.Guilin: Scroll paintings, South China Sea pearls.Tibet: Thangka (tanka: sheep skin wall hangings).Xi'an: Terracotta Warriors models, Tang Dynasty hand painted china.Yunnan: Mounted butterflies, Pu'er tea; Dali batik (tie-dyed fabric).Xinjiang: Carpets, jade articles, dried fruit.Guangzhou: Wholesale markets for clothes, shoes, toys, electronic products

and more. and more. and more.

WhatWhatWhatWhat iiiissss WorthWorthWorthWorth BuyingBuyingBuyingBuying inininin ChinaChinaChinaChina,,,, becausebecausebecausebecause it'sit'sit'sit's EXPENSIVEEXPENSIVEEXPENSIVEEXPENSIVE abroad.abroad.abroad.abroad.Glasses - or even just glasses frames, without the lenses!Jewellery - and other accessories for hair, phones, computers... etc.Tailoring - and all types of ready-made clothing.Leather Goods - bags, shoes, belts.

https://www.chinahighlights.com/travelguide/guidebook/shopping.htm

(i)(i)(i)(i) ReadingReadingReadingReading DiscussionDiscussionDiscussionDiscussion

NowNowNowNow thatthatthatthat youyouyouyou havehavehavehave readreadreadread thethethethe articlearticlearticlearticle inininin sectionsectionsectionsection 'h','h','h','h', answeransweransweranswer thethethethe followingfollowingfollowingfollowingquestions,questions,questions,questions, andandandand laterlaterlaterlater presentpresentpresentpresent youryouryouryour group'sgroup'sgroup'sgroup's answersanswersanswersanswers totototo thethethethe class.class.class.class.

TraineeTraineeTraineeTrainee GroupGroupGroupGroup 1:1:1:1:Why did the author of the above articlecreate two different lists? (The first being'Things to Buy in China', the second being'What is Worth Buying in China').

TraineeTraineeTraineeTrainee GroupGroupGroupGroup 3:3:3:3:Do you agree with the items included, orsuggestions made? Can you improve thearticle by adding items/suggestions?

TraineeTraineeTraineeTrainee GroupGroupGroupGroup 2:2:2:2:Did any of the suggestions in the section'What is Worth Buying in China' surpriseyou? If so, explain...

TraineeTraineeTraineeTrainee GroupGroupGroupGroup 4:4:4:4:Before reading this article, did you haveany preconceptions about what Westernersmay want to buy in China?

(j)(j)(j)(j) TrainerTrainerTrainerTrainer FeedbackFeedbackFeedbackFeedback

Trainees often don’t bother to write down trainer feedback/advice. However it is a factthat most trainees that do make the effort to write notes, often excel at language learning.By writing notes, trainees learn better by remembering corrections and other advice.Use the space below to write notes about the feedback/advice your trainer gives you.You can also use this space to write notes about the useful vocabulary and expressionsused by other trainees.