Retail Worker English Language Course
Comprehensive English language training for retail workers in Rochdale and Greater Manchester. Learning materials focused on customer service, sales, and shop floor operations with roleplay scenarios, professional vocabulary, and instant feedback for retail professionals.
Module 1
First Day Basics - Introductions and Shop Floor Orientation
Lesson 1.1: Meeting your team and learning shop layout
Roleplays
Roleplay 1: First day introduction - Supervisor (friendly, showing you around the shop)
Roleplay 2: Meeting a helpful colleague - Colleague (experienced, eager to help you settle in)
Roleplay 3: Learning till locations - Team leader (busy but patient, explaining shop systems)
Roleplay 4: Finding the staff room - New colleague (also starting today, equally confused)
Vocabulary
Common Phrases
Nice to meet you - Polite introduction
Where's the loo? - Finding toilets
I'm new here - Explaining your situation
Show us round - Request for tour
Colloquial Terms
Alright - Casual greeting
Mad busy - Very busy
Sorted - Organised/fixed
Proper - Very/really
Technical Terms
Till - Cash register
Stockroom - Storage area
Shift pattern - Work schedule
Uniform - Work clothing
Lesson 1.2: Understanding your role and daily responsibilities
Roleplays
Roleplay 1: Role explanation meeting - Manager (professional, explaining expectations clearly)
Roleplay 2: Daily tasks briefing - Supervisor (organised, going through checklist)
Roleplay 3: Break time questions - Colleague (relaxed, explaining unofficial rules)
Roleplay 4: End of shift duties - Team leader (tired but helpful, showing closing procedures)
Vocabulary
Common Phrases
What time's my break? - Asking about breaks
Can I go home? - Asking about leaving
Who's my supervisor? - Finding your boss
Is this right? - Checking if correct
Colloquial Terms
Clocking off - Finishing work
Nipping out - Going briefly
Having a brew - Taking tea break
Dead quiet - Very quiet
Technical Terms
Roster - Work schedule
Duties - Job responsibilities
Procedures - Standard methods
Protocol - Correct process
Lesson 1.3: Basic health and safety in retail environment
Roleplays
Roleplay 1: Safety briefing session - Health and safety officer (serious, covering important rules)
Roleplay 2: Spotting a hazard - Supervisor (appreciative that you noticed, explaining next steps)
Roleplay 3: First aid situation - First aider (calm, showing you where supplies are kept)
Roleplay 4: Emergency evacuation - Manager (urgent but controlled, explaining procedures)
Vocabulary
Common Phrases
Mind the step - Warning about hazard
Call for help - Request assistance
Something's not right - Noticing problem
Where's first aid? - Finding medical supplies
Colloquial Terms
Watch out - Be careful
Bit dodgy - Slightly dangerous
Sharp end - Dangerous part
Health and safety - Safety rules
Technical Terms
Hazard - Potential danger
Evacuation - Emergency exit
Incident - Accident/problem
PPE - Personal protective equipment
Module 2
Serving Customers - Daily Sales Interactions and Service
Lesson 2.1: Greeting customers and opening conversations
Roleplays
Roleplay 1: Morning customer greeting - Customer (cheerful, just browsing)
Roleplay 2: Busy period quick service - Customer (in a hurry, knows what they want)
Roleplay 3: Elderly customer chat - Customer (lonely, wants to have a conversation)
Roleplay 4: Teenage customer assistance - Customer (shy, unsure what they're looking for)
Vocabulary
Common Phrases
You alright there? - Checking if help needed
Just having a look - Customer browsing
Anything I can help? - Offering assistance
Let us know - Tell us if needed
Colloquial Terms
Hiya - Friendly hello
Duck - Term of endearment
Right then - Getting started
Lovely - Pleasant/good
Technical Terms
Browsing - Looking without buying
Assistance - Help/support
Greeting - Welcome/hello
Approach - How to start conversation
Lesson 2.2: Helping customers find what they need
Roleplays
Roleplay 1: Product location help - Customer (confused about shop layout, looking for specific item)
Roleplay 2: Size availability check - Customer (needs different size, slightly frustrated)
Roleplay 3: Gift recommendation - Customer (buying present, unsure what to choose)
Roleplay 4: Alternative suggestion - Customer (item out of stock, disappointed)
Vocabulary
Common Phrases
What you after? - What are you seeking?
Have a look - Examine/check
Down that way - Direction/location
Try this instead - Alternative suggestion
Colloquial Terms
Over there - In that direction
This way love - Follow me
Spot on - Exactly right
Bob's your uncle - There you go
Technical Terms
Available - In stock
Alternative - Different option
Location - Where item is
Specification - Product details
Lesson 2.3: Closing sales and saying goodbye professionally
Roleplays
Roleplay 1: Successful sale completion - Customer (happy with purchase, ready to pay)
Roleplay 2: Customer leaving without buying - Customer (couldn't find what they wanted)
Roleplay 3: Regular customer farewell - Customer (shops here often, friendly relationship)
Roleplay 4: Gift receipt request - Customer (buying present, wants receipt options)
Vocabulary
Common Phrases
Anything else today? - Checking for more needs
See you later - Friendly goodbye
Have a good day - Polite farewell
Thanks for coming - Gratitude for visit
Colloquial Terms
Cheers then - Goodbye/thanks
Take care - Look after yourself
See you soon - Hope to see again
Ta-ra - Goodbye
Technical Terms
Transaction - Purchase/sale
Receipt - Purchase record
Completion - Finishing sale
Follow-up - Further contact
Module 3
Product Knowledge - Describing Items and Making Recommendations
Lesson 3.1: Describing product features and benefits
Roleplays
Roleplay 1: Explaining product features - Customer (interested but needs more information)
Roleplay 2: Comparing similar items - Customer (choosing between two products)
Roleplay 3: Technical specification query - Customer (wants detailed information)
Roleplay 4: Benefits explanation - Customer (unsure if product is worth the price)
Vocabulary
Common Phrases
This one's got - Product features
Really good quality - High standard
Worth the money - Good value
Popular with customers - Well-liked product
Colloquial Terms
Cracking - Excellent/very good
Does the job - Works well
Right good - Very good
Proper quality - High quality
Technical Terms
Features - Product characteristics
Benefits - Advantages/positives
Quality - Standard/grade
Specification - Technical details
Lesson 3.2: Suggesting alternatives and add-ons
Roleplays
Roleplay 1: Out of stock alternative - Customer (disappointed their choice isn't available)
Roleplay 2: Upselling opportunity - Customer (considering basic option)
Roleplay 3: Complementary products - Customer (buying main item, might need accessories)
Roleplay 4: Budget-conscious customer - Customer (looking for cheaper option)
Vocabulary
Common Phrases
Goes well with - Complementary items
Might want this - Suggestion
Popular combination - Often bought together
Save you money - Cost reduction
Colloquial Terms
Bang for buck - Value for money
Two for one - Special offer
Decent price - Fair cost
Does me - Suits my needs
Technical Terms
Alternative - Different option
Complementary - Works well together
Upselling - Suggesting premium option
Cross-selling - Additional items
Lesson 3.3: Explaining sizes, colours, and specifications
Roleplays
Roleplay 1: Size consultation - Customer (unsure about sizing, needs guidance)
Roleplay 2: Colour availability - Customer (wants specific colour not on display)
Roleplay 3: Measurement assistance - Customer (needs help with dimensions)
Roleplay 4: Style variation explanation - Customer (confused by different styles)
Vocabulary
Common Phrases
What size you after? - Size inquiry
Comes in different colours - Colour options
Let me measure - Taking measurements
This style's popular - Fashionable option
Colloquial Terms
Bit tight - Too small
Roomy - Spacious/large
Nice colour - Attractive shade
Suits you - Looks good on you
Technical Terms
Dimensions - Size measurements
Variation - Different version
Specification - Exact details
Fitting - Size suitability
Module 4
Payment and Transactions - Tills, Returns, and Financial Processes
Lesson 4.1: Processing payments and using the till
Roleplays
Roleplay 1: Card payment processing - Customer (paying by card, transaction going smoothly)
Roleplay 2: Cash payment with change - Customer (paying cash, needs change calculated)
Roleplay 3: Contactless payment issue - Customer (card not working, slightly frustrated)
Roleplay 4: Split payment request - Customer (wants to pay part cash, part card)
Vocabulary
Common Phrases
Cash or card? - Payment method inquiry
Pin or contactless? - Card payment options
That's fifteen forty - Price statement
Here's your change - Giving money back
Colloquial Terms
Tap your card - Contactless payment
Bit short - Not enough money
Spot on - Exact amount
Nearly there - Almost finished
Technical Terms
Transaction - Payment process
Contactless - Tap payment method
Receipt - Purchase record
Processing - Handling payment
Lesson 4.2: Handling returns and exchanges
Roleplays
Roleplay 1: Standard return - Customer (polite, has receipt, item in good condition)
Roleplay 2: No receipt return - Customer (lost receipt, hoping for exchange)
Roleplay 3: Damaged item return - Customer (item broke quickly, wants refund)
Roleplay 4: Exchange for different size - Customer (item doesn't fit, wants different size)
Vocabulary
Common Phrases
Got your receipt? - Asking for proof
When did you buy? - Purchase date inquiry
What's wrong with it? - Problem identification
Change it for you - Exchange offer
Colloquial Terms
Not quite right - Something wrong
Bit dodgy - Poor quality
No worries - Don't worry
Sort you out - Fix your problem
Technical Terms
Return - Bringing item back
Exchange - Swap for different item
Refund - Money back
Policy - Shop rules
Lesson 4.3: Dealing with pricing queries and discounts
Roleplays
Roleplay 1: Sale price confirmation - Customer (checking if sale price is correct)
Roleplay 2: Price match request - Customer (saw item cheaper elsewhere)
Roleplay 3: Discount code question - Customer (has discount code, unsure how to use)
Roleplay 4: Bulk purchase discount - Customer (buying multiple items, asking for deal)
Vocabulary
Common Phrases
That's the sale price - Confirming reduced price
Let me check - Verification needed
Good deal that - Excellent price
Best I can do - Maximum discount offered
Colloquial Terms
Right bargain - Excellent deal
Bit steep - Expensive
Knock something off - Reduce price
Fair price - Reasonable cost
Technical Terms
Discount - Price reduction
Promotion - Special offer
Markup - Price increase
Wholesale - Bulk buying price
Module 5
Handling Problems - Complaints, Difficult Situations, and Solutions
Lesson 5.1: Listening to customer complaints effectively
Roleplays
Roleplay 1: Product quality complaint - Customer (angry about faulty item)
Roleplay 2: Service complaint - Customer (upset about previous poor service)
Roleplay 3: Delivery problem - Customer (order arrived late/damaged)
Roleplay 4: Pricing dispute - Customer (charged wrong amount)
Vocabulary
Common Phrases
I understand completely - Showing empathy
That's not on - Unacceptable situation
Tell me more - Encouraging explanation
I can see why - Acknowledging frustration
Colloquial Terms
Right pain - Very annoying
Not having that - Won't accept it
Proper nightmare - Terrible situation
Dead annoying - Very frustrating
Technical Terms
Complaint - Customer problem
Resolution - Solution/fix
Escalation - Passing to manager
Compensation - Making amends
Lesson 5.2: Apologising and offering solutions
Roleplays
Roleplay 1: Offering immediate solution - Customer (problem can be fixed quickly)
Roleplay 2: Need manager approval - Customer (problem requires higher authority)
Roleplay 3: Multiple solution options - Customer (can choose from several fixes)
Roleplay 4: Partial compensation offer - Customer (can't fully resolve, offering goodwill)
Vocabulary
Common Phrases
Really sorry about this - Sincere apology
Let me sort this - Taking action
What would help? - Solution inquiry
Make it right - Fix the problem
Colloquial Terms
My bad - My mistake
Right sorry - Very apologetic
Fix you up - Solve problem
Good as new - Fully repaired
Technical Terms
Apology - Expressing regret
Solution - Problem fix
Goodwill - Compensatory gesture
Resolution - Final outcome
Lesson 5.3: Escalating problems to management
Roleplays
Roleplay 1: Calling manager over - Manager (professional, taking over situation)
Roleplay 2: Explaining situation to supervisor - Supervisor (supportive, gathering information)
Roleplay 3: Customer wants higher authority - Customer (not satisfied, demanding manager)
Roleplay 4: Complex problem handover - Manager (experienced, handling difficult case)
Vocabulary
Common Phrases
Let me get manager - Escalating issue
Need someone senior - Higher authority required
Above my level - Beyond my authority
They'll sort this - Manager will help
Colloquial Terms
Boss'll know - Manager has answer
Out of my hands - Can't handle alone
Pass it up - Give to higher level
Big guns needed - Serious intervention required
Technical Terms
Escalation - Raising to higher level
Authority - Decision-making power
Handover - Passing responsibility
Management - Higher level staff
Module 6
Team Communication - Working with Colleagues and Supervisors
Lesson 6.1: Asking colleagues for help and information
Roleplays
Roleplay 1: Product location help - Colleague (busy but helpful, knows where everything is)
Roleplay 2: Till system question - Colleague (experienced, patient with technology)
Roleplay 3: Customer service advice - Colleague (friendly, sharing tips from experience)
Roleplay 4: Break coverage request - Colleague (tired but willing to help out)
Vocabulary
Common Phrases
Quick question for you - Asking for help
Know where this goes? - Location inquiry
How do I? - Process question
Could you help? - Request assistance
Colloquial Terms
Give us a hand - Help me
Not a clue - Don't know
Dead easy - Very simple
Show us how - Demonstrate method
Technical Terms
Procedure - Standard process
Protocol - Correct method
System - Computer/till setup
Guidance - Direction/help
Lesson 6.2: Reporting to supervisors and managers
Roleplays
Roleplay 1: End of shift report - Supervisor (tired but attentive, wants daily summary)
Roleplay 2: Problem escalation - Manager (professional, needs clear information)
Roleplay 3: Stock level alert - Supervisor (grateful for information, taking notes)
Roleplay 4: Customer feedback sharing - Manager (interested, asking for details)
Vocabulary
Common Phrases
Need to tell you - Important information
Bit of a problem - Issue to report
Running low on - Stock shortage
Customer mentioned that - Feedback sharing
Colloquial Terms
Heads up - Warning/information
Just so you know - Information sharing
Thought you'd want to know - Reporting something
FYI - For your information
Technical Terms
Report - Information update
Status - Current situation
Update - Latest information
Feedback - Customer comments
Lesson 6.3: Supporting new team members
Roleplays
Roleplay 1: Showing new starter around - New colleague (nervous, eager to learn)
Roleplay 2: Explaining shop procedures - New colleague (confused about processes)
Roleplay 3: Till training assistance - New colleague (struggling with technology)
Roleplay 4: Customer service guidance - New colleague (unsure how to handle situation)
Vocabulary
Common Phrases
Don't worry about it - Reassurance
You'll get it - Encouragement
Watch me first - Demonstration offer
Any questions just ask - Support offer
Colloquial Terms
Dead simple - Very easy
You're doing fine - Positive feedback
Getting the hang - Learning well
Soon pick it up - Will learn quickly
Technical Terms
Training - Learning process
Mentoring - Guiding new staff
Support - Help/assistance
Development - Learning progress
Module 7
Stockroom and Deliveries - Inventory Management and Supplier Relations
Lesson 7.1: Receiving and checking deliveries
Roleplays
Roleplay 1: Morning delivery arrival - Delivery driver (friendly, has regular route)
Roleplay 2: Damaged goods report - Delivery driver (concerned, wants to resolve quickly)
Roleplay 3: Missing items check - Delivery driver (checking paperwork, slightly rushed)
Roleplay 4: Special delivery instructions - Delivery driver (new driver, needs guidance)
Vocabulary
Common Phrases
Sign here please - Delivery confirmation
Something's missing here - Item shortage
Looks a bit damaged - Quality concern
Where does this go? - Storage location
Colloquial Terms
Right then - Getting started
Bit bashed about - Slightly damaged
Usual spot - Regular location
All good - Everything fine
Technical Terms
Delivery - Goods arrival
Invoice - Delivery paperwork
Inventory - Stock list
Damaged - Broken/faulty
Lesson 7.2: Organising stock and updating inventory
Roleplays
Roleplay 1: Stock rotation task - Colleague (methodical, explaining rotation system)
Roleplay 2: Inventory count - Supervisor (organised, checking accuracy)
Roleplay 3: New product placement - Manager (deciding on display location)
Roleplay 4: Stock level checking - Colleague (sharing workload, comparing notes)
Vocabulary
Common Phrases
First in first out - Stock rotation
Count them up - Inventory check
Running low on - Stock shortage
Where shall we put? - Placement question
Colloquial Terms
Bit of a faff - Complicated task
Loads left - Plenty remaining
Dead organised - Very systematic
Right mess - Disorganised
Technical Terms
Rotation - Stock movement system
Inventory - Stock counting
Placement - Item positioning
Stock level - Quantity available
Lesson 7.3: Communicating with suppliers and delivery drivers
Roleplays
Roleplay 1: Regular supplier call - Supplier (professional, discussing order)
Roleplay 2: Delivery schedule query - Supplier (helpful, checking availability)
Roleplay 3: Quality issue report - Supplier (concerned, wanting to resolve)
Roleplay 4: Special order request - Supplier (accommodating, checking possibilities)
Vocabulary
Common Phrases
When's the next delivery? - Schedule inquiry
Need to order more - Stock request
Problem with last batch - Quality issue
Can you get us? - Special request
Colloquial Terms
Usual order - Regular purchase
Bit short - Insufficient quantity
Good as gold - Excellent quality
Do us a favour - Special request
Technical Terms
Supplier - Company providing goods
Order - Purchase request
Batch - Group of items
Schedule - Delivery timing
Module 8
Seasonal Rush and Events - Managing Busy Periods and Special Occasions
Lesson 8.1: Managing queues during busy periods
Roleplays
Roleplay 1: Long queue management - Customer (impatient, waiting in long queue)
Roleplay 2: Opening additional till - Supervisor (coordinating queue management)
Roleplay 3: Queue jumping complaint - Customer (angry about someone pushing in)
Roleplay 4: Elderly customer assistance - Customer (needs help, slowing down queue)
Vocabulary
Common Phrases
Next person please - Queue management
Bear with us - Asking for patience
Won't be long - Time reassurance
This way please - Directing customers
Colloquial Terms
Mad busy - Extremely busy
Proper queue - Long line
Rushed off feet - Very busy
Doing our best - Working hard
Technical Terms
Queue - Line of customers
Peak time - Busiest period
Flow - Customer movement
Efficiency - Working quickly
Lesson 8.2: Coordinating team efforts during sales events
Roleplays
Roleplay 1: Sale preparation meeting - Manager (organised, assigning roles for sale)
Roleplay 2: Sale day coordination - Colleague (working together, managing sale rush)
Roleplay 3: Stock replenishment - Supervisor (urgent, coordinating stock movement)
Roleplay 4: End of sale summary - Manager (tired but pleased, reviewing success)
Vocabulary
Common Phrases
All hands on deck - Everyone helping
Keep stock moving - Replenish quickly
Work as team - Coordinate efforts
Nearly there now - Almost finished
Colloquial Terms
Proper mental - Very busy/crazy
Flying off shelves - Selling quickly
Pull together - Work as team
Smashed it - Did very well
Technical Terms
Coordination - Working together
Replenishment - Restocking
Strategy - Plan of action
Performance - How well done
Lesson 8.3: Staying calm under pressure
Roleplays
Roleplay 1: System failure during rush - Manager (calm, organising manual backup)
Roleplay 2: Difficult customer in busy period - Customer (very angry, making scene)
Roleplay 3: Staff shortage crisis - Supervisor (stressed, redistributing work)
Roleplay 4: End of day exhaustion - Colleague (tired, supporting each other)
Vocabulary
Common Phrases
Stay calm everyone - Encouraging composure
We'll manage this - Reassurance
Take deep breath - Calming advice
Nearly over now - End in sight
Colloquial Terms
Keep your hair on - Stay calm
Don't panic - Remain composed
Proper nightmare - Terrible situation
Hanging in there - Coping with difficulty
Technical Terms
Pressure - Stressful situation
Composure - Staying calm
Crisis - Emergency situation
Resilience - Ability to cope
See Lingly in action
Discover how Lingly can be tailored to your organisation's unique care environment and learn how our free pilot programme can get your team started with zero commitment.
