全屏显示专题章节

游客发现在定点商店购买的项链或珠宝有质量问题，要求退货，导游应该如何处理？

1.了解具体情况。

Figure out the details of the case.

2.积极协助，必要时陪同交涉退货事宜。

Offer timely help and accompany the tourist to the shop and negotiate with the shop if necessary.

3.如果商家拒绝退赔，可联系旅行社请相关部门协助解决。

If the shop refuses to refund or exchange it for a new one for the tourist,you can contact the travel agency and local tourism administrative departments for help.

★ Sample Dialogue—Changing or refunding defective goods

Joe has bought a necklace in the designated shop while visiting Chengdu.Before leaving,he found that the necklace is of inferior quality.He turns to the tour guide Cheng Yu for help.

Joe:Excuse me,Cheng Yu.Can you help me change my necklace I bought the day before yesterday? I think it may be of inferior quality.

Cheng Yu:What a shame! Can you tell me more about your necklace? What’s wrong?

Joe:Of course.Last night,I was talking with my wife on face time,I took out the necklace I bought for her and wanted to ask her if she likes it or not.Unfortunately,it slipped to the ground and there appeared a hairline crack on the diamond!

Cheng Yu:Oh my god! How could a diamond get a crack just after falling down to the ground? Did you take a close look carefully?

Joe:Sure.I can’t believe my eyes at first,so I checked again.And that’s sure! It was broken!

Cheng Yu:OK,I got it! 1.____________________________________(不要担心，明天我会帮您跟商家协商解决此事).

Joe:OK.Thank you so much.

Joe brought the necklace with the accompany of the tour guide,Cheng Yu.they got into the shop where he bought the gift.They found the sales manager and ask for refunding.

Sales manager:How may I help you?

Cheng Yu:We want to return the necklace we bought 3 days ago.2.___________________________________________________(我们认为这个商品存在质量问题).

Sales manager:Could you please show me the receipt?

Joe:Here you are.And this is the broken necklace.

Sales manager:OK.Please wait for a moment,we have to check if it is of inferior quality.

Joe:Thank you.

Sales manager:3.____________________________________(对于给您造成的不便，我深表歉意).According the regulation of our company,we can only change a new one for you.

Joe:But I just want my money back.

Sales manager:4.____________________________________(不好意思，我得向上级请示以后再答复您).

Cheng Yu:OK,we are waiting here for your reply.

Joe:What can I do if the result remains the same?

Cheng Yu:Don’t worry.5.____________________________________(如果您对经理的处理意见不满意，我会帮您联系旅行社请相关部门协助解决).

Joe:That’s very nice of you!