This is word-for-word my conversation with an American couple this afternoon:
Tourist: Is this the second floor?
Me: You’re in the basement
Tourist: Second floor?
Me: This is the basement Sir. The second floor is up there (I point to the ceiling). Can I help you, what are you looking for?
Tourist: We’re told there’s lots of art on the second floor.
Me: Yes, the paintings are all on the second floor. Take the elevator over there.
Tourist: Up two floors?
Me: Press TWO in the elevator
Me: I nod Yes.
Tourist: OK. Thank you.