资源简介

(共97张PPT)
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汽车商务英语（第二版）
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Automobile Sales
After-sale Services
Business Writing
Basic Knowledge about Automobiles
Module 1
Automobile Specifications
Module 2
Module 3
Module 4
Module 5
Module 4 After-sale Services
Automobile Insurance
1
Customer Feedback
2
Settling Complaints
3
Maintenance Reception
4
Automobile Maintenance and Repair
5
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Lesson 1 Automobile Insurance
Know basic risks of the automobile
Master what risks should be covered for different automobile
Grasp words about automobile insurance
Learning Objectives
Words and expressions buildup
insurance company 保险公司
insurance policy 保险单
insurance premium 保险费
insurance agent 保险代理
risks covered 保险范围
compulsory automobile liability insurance 机动车交通事故责任强制保险
Warming up
Words and expressions buildup
third party liability insurance 第三者责任险
vehicle damage insurance 车辆损失险
passenger liability insurance 车上人员责任险(含有司机和乘客)
the insurance for the stolen and robbed of the whole vehicle 全车盗抢险
the additional equipment damage insurance新增加设备损失险
the internal combustion damage insurance 自燃损失险
deductible-free risk 不计免赔险
Warming up
New words and expressions
insurance [ n' r( )ns] n. 保险；保险费；保险契约
protect [pr 'tekt] vt. 保护，防卫
financial [fa 'n n ( )l; f -] adj. 金融的；财政的
loss [l s] n. 减少；亏损；失败
accident [' ks d nt] n. 事故；意外
contract ['k ntr kt] vi. 收缩；感染；订约
vt. 感染；订约；使缩短
n. 合同；婚约
New words and expressions
premium ['pri m m] n. 额外费用；奖金；保险费;(商)溢价
define [d 'fa n] vt. 定义；使明确；规定
policy ['p l s ] n. 政策，方针；保险单
property ['pr p t ] n. 性质，性能；财产；所有权
liability [la 'b l t ] n. 责任；债务
medical ['med k( )l] adj. 医学的；药的
coverage ['k v( )r d ] n. 覆盖，覆盖范围
theft [θeft] n. 盗窃；偷；赃物
New words and expressions
legal ['li g( )l] adj. 法律的；合法的；法定的；依照法律的
responsibility [r sp ns b l t ] n. 责任，职责；义务
bodily ['b d l ] adj. 身体的
injury [' n(d) ( )r ] n. 伤害，损害；受伤处
damage ['d m d ] n. 损害；损毁；赔偿金 vi. 损害；损毁 vt. 损害，毁坏
treat [tri t] vt. 治疗；对待
injury [' n(d) ( )r ] n. 伤害，损害；受伤处
rehabilitation ['ri h ,b l 'te n] n. 复原，康复
New words and expressions
wage [we d ] n. 工资
funeral ['fju n( )r( )l] n. 葬礼；麻烦事 adj. 丧葬的，出殡的
expense [ k'spens; ek-] n. 损失，代价；消费；开支
compulsory [k m'p ls( )r ] adj. 义务的；必修的；被强制的
rob [r b] vt. 抢劫；使…丧失；非法剥夺 vi. 抢劫；掠夺
additional [ 'd ( )n( )l] adj. 附加的，额外的
equipment [ 'kw pm( )nt] n. 设备，装备；器材
deductible [d 'd kt b( )l] adj. 可扣除的；可减免的
Reading
Auto insurance protects you against financial loss if you have an accident. It is a contract between you and the insurance company. You agree to pay the premium and the insurance company agrees to pay your losses as defined in your policy.
Auto insurance provides property, liability and medical coverage: Property coverage pays for damage to or theft of your car. Liability coverage pays for your legal responsibility to others for bodily injury or property damage. Medical coverage pays for the cost of treating injuries, rehabilitation and sometimes lost wages and funeral expenses.
Chinese version
Reading
What will your policy cover
Compulsory automobile liability insurance
Third party liability insurance
Vehicle damage insurance
Liability insurance for the people in the vehicle
The insurance for the stolen and robbed of the whole vehicle
The additional equipment damage insurance
The internal combustion damage insurance
Deductible-free risk
Chinese version
Chinese version
如果发生意外，汽车保险保护你免受经济损失。保险是你和保险公司之间的合同。你同意支付保险费，保险公司同意按照保险单的规定偿付你的损失。
汽车保险的覆盖范围包括提供财产、责任和医疗：财产保险偿付你的车的损坏或被窃取。在你承担对他人人身伤害或财产损失的法律责任时，责任保险来偿付。 医疗保险用于支付伤病治疗费用、康复费用，有时也赔偿误工费和丧葬费。
back
Chinese version
你的保险单包括什么保险
机动车强制责任险
第三者责任险
车辆损失险
车上人员责任险
整车盗抢险
新增加设备损失险
自然损失险
不计免赔险
back
Exercises
Task 1. Fill in the blanks with the words from the table and change the form if necessary.
insure insurance rate in cash
cover price list damage premium
I want to have my car __________.
What kind of ____________ should I buy
A: What’s the insurance ____________
B: The total ___________ is 4,320 Yuan.
Generally speaking, what risks should be ___________ for a car
Our insurance _______ are very competitive.
A: Can I take these ___________
B: Please take them as you like.
Would you like to pay __________ or by credit card
This coverage pays for __________ you (or someone driving the car with your permission) may cause to someone else's property.
insured
damage
insurance
premium
covered
rates
price lists
in cash
premium
Exercises
Task 2 Translate the following phrases into Chinese or English.
1. third party liability insurance
第三者责任险
2. vehicle damage insurance
车辆损失险
3. liability insurance for the people in the vehicle
车上人员责任险
4. the insurance for the stolen and robbed of the whole vehicle
全车盗抢险
5. the additional equipment damage insurance
新增加设备损失险
6. compulsory automobile liability insurance
机动车交通事故责任强制保险
Exercises
Task 2 Translate the following phrases into Chinese or English.
7. 汽车保险
auto insurance
8. 医疗费用
medical costs
9. 财产损失
financial loss
10. 保险公司
insurance company
11. 不计免赔特约险
deductible-free risk
12. 自燃损失险
the internal combustion damage insurance
Thanks！
Automobile Insurance
1
Customer Feedback
2
Settling Complaints
3
Maintenance Reception
4
Automobile Maintenance and Repair
5
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Lesson 2 Customer Development
Know how to make a feedback call.
Master the basic telephone communication skills.
Grasp words and useful expressions.
Learning Objectives
Discuss the following questions and share your opinions by summarizing your discussion.
1. When and how should a 4S store clerk make a feedback call
You can discuss from the following aspects:
When a customer bought/repaired a car at the 4S store
When a customer is not satisfied with the car or the service
When is the best time to make a call
How to make a call in English
Do you know the basic rules of communication
Warming up
2. If you are a customer, what kind of feedback call do you think is good
and successful
3. Why to make a feedback call
Warming up
Customers’ loyalty
Make customers satisfied
… …
New words and expressions
Customer Service Department 客户服务部
convenient [k n'vi n nt] adj. 方便的
feedback ['fi db k] n. 反馈
survey [ s ve ] n. 调查；测量；审视；纵览 vt. 调查；vi. 测量土地
appointment [ 'p ntm( )nt] n. 任命；约定；任命的职位
appreciate [ 'pri e t; -s -] vt. 欣赏；感激 vi. 增值；涨价
repair [r 'pe ] vi. 修理 n. 修理，修补；修补部位
detail ['di te l] n. 细节，详情 vt. 详述；选派 vi. 画详图
New words and expressions
keep a record保持记录，作记录
reasonable ['ri z( )n b( )l] adj. 合理的，公道的；通情达理的
explanation [ekspl 'ne ( )n] n. 说明，解释；辩解
arrange [ 're n(d) ] vt. 安排；排列；整理 vi. 安排；排列；协商
re-check重新检查
satisfied ['s t sfa d] adj. 感到满意的
receptionist [r 'sep ( )n st] n. 接待员；传达员
New words and expressions
apologize [ 'p l d a z] vi. 道歉；辩解；赔不是 vt. 道歉；谢罪；辩白
mechanic [m 'k n k] n. 技工，机修工 adj. 手工的
approval [ 'pru v( )l] n. 批准；认可；赞成
environment [ n'va r nm( )nt; en-] n. 环境，外界
in addition 此外，另外
find out 找出，查明；发现，揭发
wholeheartedly [h l hɑ t dli] adv. 全心全意地，全神贯注地
Reading
Wang Wei (the customer) had his car repaired at Frank’s 4S store three days ago. Now Frank, the 4S store clerk , is going to make a feedback call. You can make the call like this:
Reading
Chinese version
Hello. This is Frank from Customer Service Department of Jiahua Auto 4S store. Is that Mr. Wang Wei, please Is it convenient for you to take one or two minutes to finish a simple service feedback survey now
Make appointments to call again at other time, like in the afternoon or at 3:00 pm.
Thank you. We are very appreciate that you chose to have your car repaired at our 4S store. Is everything going well with your car now
Yes
No
Reading
Chinese version
Ask details and keep a record. Give reasonable explanations and arrange re-check service.
Are you satisfied with the receptionist’s service
Yes
No
Ask details and keep a record. Give reasonable explanations and apologize.
No
Yes
Are you satisfied with the mechanic’s work
Reading
Chinese version
Ask details and keep a record. Give reasonable explanations and arrange re-check service.
Thank you for your approval to our job. Then are you satisfied with our 4S store’s environment
Yes
No
Ask details and keep a record. Give reasonable explanations.
No
Yes
Thank you for your feedback very much. In addition, how many points would you mark for our service if the total score is 10
Reading
Chinese version
Ask details and keep a record. Give reasonable explanations.
Find out what the problem is and ask for advice.
Thank you very much for your approval and support for our work. Please call us at 4008400600 If you need any help. We will serve you wholeheartedly. Wish you a happy day! Goodbye, Mr. Wang Wei.
10 points
Less than
10 points
Chinese version
back
您好，我是嘉华汽车4S店客户服务部的弗兰克，请问是王伟先生吗？耽误您1-2分钟做个简单的服务回访方便吗？
谢谢！非常感谢您将您的爱车送至我服务站进行维修，那么现在您的爱车使用状态好吗？
是
否
与客户另约时间：如下午或3个小时后。
Chinese version
back
在维修过程中，您对接待您的服务顾问的各项服务是否满意？
是
否
询问情况，并记录问题，做出相关合理解释，可以安排返修检查。
是
否
询问情况，并记录问题，做出相关合理解释，并致以歉意。
您对维修技师的维修/保养是否让您满意？
Chinese version
back
非常感谢您对我们工作的肯定。那么，您对我服务站的整体环境是否满意？
是
否
询问情况，并记录问题，做出相关合理解释，可以安排进站返修检查。
是
否
询问情况，并记录问题，做出相关合理解释。
非常感谢您的反馈意见。另外，还要麻烦您为我服务站的各项服务打分，满分为10分。
Chinese version
back
10分
非10分
询问情况，并记录问题，做出相关合理解释，如您认为我们欠缺在哪里？
非常感谢您对我们工作的认可与支持，如果有什么需要帮助的地方，请拨打4008400600联系我们。我们会竭诚为您服务的，祝您愉快！再见，王伟先生。
Exercises
Task 1 Read the following useful sentences loudly.
1. I’m calling to know whether everything is going well with your car.
我打电话想知道您的车是否运行良好。
2. Is everything going well with your car
您的车用的好吗？
3. It works well after being repaired.
车修过后很好开。
4. I feel the room of the car is so limited that I can’t move freely in it.
我感觉车内空间太小，以至于我在车内无法自由活动。
5. I really appreciate you for buying our car.
十分感谢您购买我们的车。
Exercises
Task 1 Read the following useful sentences loudly.
6. Have you got used to driving our car
驾驶我们的车习惯吗？
7. It’s necessary for us to know them well.
我们有必要了解这些。
8. We are ready for help at any time.
我们随时为您效劳。
9. The standard safety features are well equipped.
安全设施配备很好
10. Thank you for your cooperation.
感谢您的合作。
Exercises
Task 2 Make up dialogues.
Make up a dialogue according to the feedback call communication pattern in the reading part. Role play your dialogue with your partner to the class.
Thanks！
Automobile Insurance
1
Customer Feedback
2
Settling Complaints
3
Maintenance Reception
4
Automobile Maintenance and Repair
5
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Lesson 3 Settling Complaints
Master the way of dealing with customers’ complaints
Make up similar dialogues.
Grasp new words and useful expressions about complaints and dealing
with complaints.
Learning Objectives
Warming up
Common causes for complaints
inferior quality
Inadequate packing
Non-delivery or
part-delivery
Wrong delivery
Delayed delivery
Shortage of the goods
Discrepancies
in specification
Damage to the goods
Common Causes for
Complaints
Warming up
New words
complaint 抱怨；投诉
delivery 送货，投递货物
delay 延误
shortage 短缺
discrepancy 不符；矛盾；相差
specification 规格
damage 破损
inferior 下等的，差的
quality 质量
inadequate 不适当的
packing 包装
Warming up
Making complaints
Match the sentences with the right translations.
1. There is something wrong with …
2. I want to return/refund it.
3. I want someone to come over here
to fix it.
4. I want to speak to your manager.
5. I’m fed up with abnormal noise
of engine hydraulic tappets.
6. I’m tired of it.
7. I can hardly bear / tolerate / put
up with it any more.
我要退货/退款。
我受够了发动机液压挺杆有异响。
我厌倦了。
我再也不能忍受了。
我希望有人来修好它。
我要和你们经理谈。
……坏了。
Warming up
Settling complaints
Match the sentences with the right translations.
1. I’m sorry to hear that.
I’ll check it and send arepairman
to you side.
3. Sorry, we don’t offer returns.
If we were at fault, we should
make good your loss.
What would you like me to do to
fix the situation.
6. Your claim is unreasonable.
如果我方过错，我们将赔偿您的损失。
听到此事我很抱歉。
您想我方怎么做来挽救？
您的要求不合理。
我会查一下派维修人员上门。
抱歉，我们不提供退货。
New words and expressions
oriental [ r 'ent( )l; r-] adj. 东方的；东方人的n. 东方人
the sales manager 销售经理
trouble ['tr b( )l] n. 麻烦；烦恼；故障；动乱vt. 麻烦；使烦恼；折磨vi. 费心，烦恼
client ['kla nt] n. [经] 客户；顾客；委托人
inexcusable [ n k'skju z b( )l; nek-] adj. 不可原谅的；没法辩解的；不可宽恕的
order [' d ] n. 命令；顺序；规则；[贸易] 定单vt. 命令；整理；定购vi. 命令；定货
wheel alignment 四轮定位仪
receive [r 'si v] vt. 收到；接待；接纳vi. 接收
New words and expressions
signal ['s gn( )l] n. 信号；暗号；导火线
vt. 标志；用信号通知
adj. 显著的；作为信号的vi. 发信号
connection [k nek n] n. 连接；关系；人脉；连接件
mechanic [m 'k n k] n. 技工，机修工adj. 手工的
assure [ ' ; ' ] vt. 保证；担保；使确信；弄清楚
hesitate ['hez te t] vi. 踌躇，犹豫；vt. 踌躇，犹豫；有疑虑，不愿意
Reading
A: Hello, this is Jack Smith of the Oriental Trading Company. I’d
like to speak to the sales manager.
B: Hold the line, please. I’ll see if Mr. Green is in… Go ahead, Mr.
Green can take your call.
A: Hello, Mr. Green, this is Jack Smith of the Oriental Trading
Company. I’m afraid I have to make a serious complaint.
C: Hello, Mr. Smith. What seems to be the trouble
Chinese version
Reading
A: I’ve been your client for nearly six years and I must say that I have always been very satisfied with the service, but last Sunday something inexcusable happened.
C: Can you give me the details, Mr. Smith
A: Yes. Last week I ordered ten sets of wheel alignment. When I sent them to my clients, they found none is of good quality. It seems that there was something wrong with their computers, thus we couldn’t receive any signal.
Chinese version
Reading
C: Did you check the connection
A: Yes, I did. No problem there.
C: I see. I’m very sorry to hear that, Mr. Smith. I’ll send a mechanic to your side at once. I can assure you that such things won’t happen again.
A: I hope not.
C: Thanks for calling, Mr. Smith. If you have any further questions about our products, don’t hesitate to contact me directly.
A: I’ll do that, thank you. Good-bye.
C: Good-bye.
Chinese version
Chinese Version
A：你好，我是东方贸易公司的杰克·史密斯。我想找销售经理。
B：请稍等。我看看格林先生是否在…继续，格林先生可以接你的电话。
A：你好，格林先生。我是东方贸易公司的杰克·史密斯。恐怕我不得不向您提出一个严重
的投诉。
C：你好,史密斯先生。您似乎是碰到了什么麻烦？
back
Chinese Version
A：我已经称为您的客户近六年了。 我必须说我一直非常满意您的服务。但上个星期天却发生了一件不可原谅的事情。
C：你能给我详细说说吗,史密斯先生
A： 当然。 上周我订购10套四轮定位仪。当我发货给我的客户时，他们发现没有一个是质量好的。似乎定位仪的显示屏出了毛病，因此我们收不到任何信号。
back
Chinese Version
C： 您检查连接吗
A： 是的，我查过了，连接没有问题。
C： 我知道了。我很抱歉听到这个消息，史密斯先生。我马上派一个修理工到您那儿。我可以向你保证，这样的事情不会再发生。
A： 我希望不会再有。
C： 谢谢您打电话，史密斯先生。如果您对我们的产品有任何问题，请直接联系我。
A： 我会的，谢谢您。再见！
C： 再见！
back
Exercises
Task 1 Put the following sentences into English.
1. 我要投诉你们公司。(make a complaint)
I am going to/want to/would like to make a complaint with your company.
2. 你的车出了什么故障？(What’s wrong with…)
What’s wrong with your car
3. 我的车坏了。(break down)
My car broke down.
4. 我们会免费为您更换新的变速器。(for free)
We’ll change a new transmission for you for free.
5. 职员应该如何处理投诉？(How does a clerk)
How does a clerk dealing with/settling complaints
6. 我前几天才订购的新车。(order)
I ordered a new car just a few days ago.
Exercises
Task 2 Speaking: Make up dialogues.
Make up short dialogues based on the given situations.
1. You and a friend share an apartment, but gradually you find your friend has some living habits that you cannot bear. Try to talk to him / her.
2. You are staying in a hotel and a lot of things have gone wrong. Talk to the hotel receptionist and the deputy manager by complaining.
3. Your neighbor often makes a lot of noises at night, which makes it difficult for you to study and sleep. Go to talk to him/her.
Thanks！
Automobile Insurance
1
Customer Feedback
2
Settling Complaints
3
Maintenance Reception
4
Automobile Maintenance and Repair
5
*
Lesson 4 Maintenance Reception
Know how to greet and receive customers.
Know how to collect information.
Master common car maintenance tasks.
Grasp new words and useful expressions about auto maintenance and repair.
Learning Objectives
Warming up
Words and expressions build-up
Common car maintenance tasks轿车常见保养项目:
car wash 洗车
check or replace the engine oil 检查、更换机油
replace oil filters 更换机滤(机油滤清器)
replace fuel filters更换燃油滤清器
inspect or replace windshield wipers 检查、更换雨刮器
check or refill windshield washer fluid 检查、添加玻璃水
inspect tires for pressure and wear检查轮胎压力和磨损
tire balancing 轮胎动平衡
Warming up
Words and expressions build-up
wheel alignment 前轮定位
four-wheel alignment 四轮定位
check, clean or replace battery terminals 检查、清理、更换蓄电池极柱
top up battery fluid 添加蓄电池液
inspect or replace brake pads 检查、更换刹车片
check or flush brake, transmission, power steering, engine coolant fluid
检查或平滑制动系统、传动系统、动力转向系统、发动机冷却液
inspect or replace spark plugs, air filter, timing belt and other belts
检查或更换火花塞、空气过滤器、同步带和其它带子
Warming up
Words and expressions build-up
lubricate locks, latches, hinges 润滑车锁、插销、铰链
check all lights 检查车灯
tighten chassis nuts and bolts 加固底盘的螺母和螺栓
check if rubber boots are cracked and need replacement
检查橡胶靴是否有裂痕需要更换
test electronics, e.g., Anti-lock braking system or ABS
测试电子设备，如：防暴刹车系统
read fault codes from the engine control unit
读取发动机控制单元的故障码
New words and expressions
maintenance ['me nt( )n ns; -t n-] n. 维护，维修
reception [r 'sep ( )n] n. 接待；接收；招待会
language ['l gw d ] n. 语言；语言文字；表达能力
pattern ['p t( )n] n. 模式；图案
pick up捡起；获得；收拾
interrogation [ n,ter 'ge ( )n] n. 讯问；审问
regular maintenance 定期保养
Vehicle License 行驶证
Maintenance Manual 保养手册
registration [red 'stre ( )n] n. 登记；注册
New words and expressions
car seat cover 汽车座套
mileage ['ma l d ] n. 英里数
oil capacity 油量
interior [ n't r ] n. 内部；本质adj. 内部的；国内的；本质的
function key 功能键
valuable ['v lj b( )l] adj. 有价值的；贵重的
belonging [b 'l ] n. 所有物；行李；附属物
round-car inspection 环车检查
exterior [ k'st r ; ek-] adj. 外部的；表面的；外在的
trunk [tr k] n. 树干；躯干；象鼻；汽车车尾的行李箱
New words and expressions
scratch [skr t ] n. 擦伤；抓痕
lift [l ft] vt. 举起；n. 电梯；举起；起重机；搭车
praise [pre z] vt. 赞美，歌颂；表扬vi. 赞美；赞扬
estimate ['est me t] vi. 估计，估价
roughly ['r fl ] adv. 粗糙地；概略地
the customer lounge area 客户休息区
work sheet 工单
workshop ['w k p] n. 车间；研讨会；工场；讲习班
supervisor ['su p va z ; 'sju ] n. 监督人，[管理] 管理人；检查员
schedule [ dju l] vt. 安排，计划；n. 时间表；计划表
New words and expressions
QC inspector 质检员
notify ['n t fa ] vt. 通告，通知；公布
material fee 材料费
labor cost 工时费
Reading
Maintenance Reception Language Patterns
A. Picking up, Interrogation and Checking
1. Greet customers beside their cars.
Hello, sir/madam.
Good morning/afternoon. Mr./Ms. XXX.
2. Ask the customer’s purpose: regular maintenance or repairing？
" Mr./Ms. XXX, do you come to have your car served or repaired "
After getting the answer:
" Mr./Ms. XXX, can I have a look at your Vehicle License or Maintenance Manual for registration "
"Thank you"
"Can I put the car seat cover on your car "
(put on the three-piece suit for the car in front of customers)
Chinese version
Reading
3. Inform the customer of moving the vehicle to the parking space for pre-check.
" Mr./Ms. XXX, your current mileage is XX km" (must read out)
" Mr./Ms. XXX), your oil capacity is xx" (must read out)
4. Check car interior.
Check whether all function keys are normal, whether there are missing parts, and if there were any valuable belongings left.
"Please take your valuable belongings with you, such as your mobile phone and cash."
5. Do round-car inspection and keep a record(make sure the customer sign his/her name on the paper).
"Let's check your car exterior, OK "
"Can I open the trunk to confirm whether there are items left there "
"There is a scratch on your front door, do you want to have it fixed "
Chinese version
Reading
6. Lift the vehicle.
Check the chassis.
"The XXX parts of your car has been damaged. Would you like to replace it this time
7. Record telephone number.
" May I have your telephone number "
8. Praising the customer during chatting.
“You maintain your car very well.”
“Your car is really clean.”
“Your car seat covers are so beautiful.”
Chinese version
Reading
B. Make a reasonable maintenance plan and estimate the cost roughly.
" Based on your driving time, mileage and your car condition, I suggest that you do the following maintenance tasks: … …"
" Mr./Ms. XXX, your maintenance will cost ￥XX roughly and take XX minutes (hours).
“We provide free car wash service, do you want to have your car washed
“Please confirm and sign your name here."
" Mr./Ms. XXX, this is the customer lounge area, you can have a rest here. I will inform you when your car is ready.”
Chinese version
Reading
C. Send the work sheet and the pickup interrogation table to the workshop supervisor.
D. Schedule control
Check the maintenance schedule at least 2 times before the completion and report to the customer at any time.
E. The QC inspector and receptionist check the car: if it is qualified, allow pick-up and notify the customer.
" Mr./Ms. XXX, your car maintenance is completed and you can pick up the car now. please check the car."
Chinese version
Reading
F. Settle accounts.
"Sir, the total price of your maintenance is XX Yuan, including material fee XX Yuan and labor cost XX Yuan. If there is no questions, please sign your name here. “
G. Remind maintenance.
"Sir, I want to remind you that your maintenance mileage this time is xx km, the next maintenance mileage is xx km. Next time you are expected to maintain tasks like xx, which is expected to cost of xx Yuan."
H. Say goodbye.
"Good-bye!/See you."
Chinese version
Chinese Version
第四课 保养接待
A. 接车，问诊，检查
1. 出门迎接：
“先生/女士,您好!”
“XX先生/女士,上午好/下午好!”
2. 询问客户此次来店的目的：定期保养的还是维修？
“XX先生/女士,请问您是来做保养还是维修？”
得到答复后：
“XX先生(女士)，您的行驶证或保养手册给我登记一下好吗？”
“谢谢”
“我可以打开您的爱车套上座椅套吗？”
（当着客户的面套上三件套）
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Chinese Version
3. 告知客户须将车辆移动到预检车位
“XX先生(女士)，您目前的行驶里程是xx公里”（必须读出来）
“XX先生(女士)，您目前的油量是xx格”（必须读出来）
4. 车内检查
内饰，各功能键是否正常，是否有缺件，是否有贵重物品遗留
“请随身携带您的贵重物品，比如手机、现金。”
5. 做环车检查,记录(确保让客户在记录页上签字)
“我们一起来检查一下您车的外观,好吗 ”
“我可以打开您的后备箱确认一下物品吗？”
“您车子的前车门漆面有划伤，您看要修理吗？”
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Chinese Version
6. 举升车辆
检查底盘
“您车子的XXX部件已经损坏这次需要更换吗？
7. 记录电话号码。
“请问您方便告知一下联系电话吗？”
8. 聊天式的夸奖客户
“您的车保护的真好。”
“您的车真干净。”
“您车内的座套好漂亮啊。”
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Chinese Version
B. 为客户做出合理的维修保养方案并估算所需的大致费用。
“根据您目前的使用时间及行驶里程，综合考虑您的车况，我建议您保养的项目如下：……”
“XX先生(女士),您的保养约花费××元,大致需要××分钟(小时)。我们4S店为您提供了免费洗车项目,您的车需要清洗一下吗 请您确认后在委托书上签字”
“XX先生(女士),这边是客户休息区,您可以在这儿休息一会儿。您的车保养完后我会通知您的。”
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Chinese Version
三、开派工单、接车问诊表交给车间主管。
四、进度控制。
完工前最少查看2次维修进度,随时通报给客户。
五、质检员检验，接待人员检验，如合格则准予出厂并通知客户。
“XX先生(女士),您的车保养完毕,您可以提车了,请您来验一下车。”
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Chinese Version
六、办理结算。
“先生,您这次一共消费了××元，其中工时费××元,材料费××元。 如果没有问题，请您在这儿签字。”
七、提醒保养。
“先生,我提醒您一下,您本次保养的里程是 ×× 公里,下次保养的里程是××公里。下次预计保养的项目是××，预计费用××元。”
八、送客户。
“您慢走，再见！”
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Exercises
Task 1 Match the following Chinese into English.
( ) 行驶证 regular maintenance
( ) 雨刮器 air filter
( ) 发动机故障 windshield wipers
( ) 空气过滤器 Vehicle License
( ) 定期保养 engine failure
D
C
E
B
A
Exercises
Task 2 Speaking
Make up a dialogue according to the following situation:
Supposing you are servicing at the front desk, a customer comes in. she wants to do a basic maintenance for her car.
Thanks！
Automobile Insurance
1
Customer Feedback
2
Settling Complaints
3
Maintenance Reception
4
Automobile Maintenance and Repair
5
*
Lesson 5 Automobile Maintenance and Repair
Develop their ability to talk about the wrongs of cars.
Master knowledge on auto maintenance and repair
Improve ability to make a good conversation with customers;
Grasp new words and useful expressions about auto maintenance and
repair.
Learning Objectives
Warming up
Automobile Maintenance Steps
Can you translate the nine terms into Chinese
New words and expressions
piston ['pist n] n.【机】活塞，柱塞
inconvenience [ ink n'vi:nj ns] n. 不方便，不自由；
replace [ri(:)'pleis] vt. 代替，取代(by, with)； 接替，替换
warranty ['w r nti] n. 保证(书)；【律】(商品等的)保单
certificate [s 'tifikit] n. 证(明)书，执照，文凭；单据，证券
expire [iks'pai ,eks-] vi. 满[到]期，届满；断气，死，熄灭
unit ['ju:n t] n. 个体，(计量)单位，(军队的)部队单位
Reading
Repairman: Nice to meet you, Mr. Tang. I’m in charge of repairing your car.
Customer: Nice to meet you, too.
Repairman: what’s the matter with your car
Customer: I think something must be wrong with the engine because there is always a noise when I drive the car.
Repairman: Oh, the piston is worn out by use. I’m so sorry to have caused you so much inconvenience and I have to replace it. Let me have a look at your warranty certificate
Customer: Here it is.
Chinese version
Reading
Repairman: Well, your warranty is expired. We have to charge for the parts.
Customer: That’s all right, We’re dying for the normal work condition at any expense.

( Several minutes later, the repairman replaced the wrong unit.)

Repairman: It’s ok, you can drive the engine.
Customer: OK. That’s very great, there is no noise. Thank you very much.
Repairman: It’s my pleasure.
Chinese version
Chinese version
修理工：见到您很高兴，唐先生。我负责修理您的车。
顾客：见到您我也很高兴。
修理工：您的车怎么了
顾客：我想与引擎一定是有问题了，我开车时总是有噪音。
修理工：噢，那是活塞使用久了有磨损了。很抱歉给您造成这么多的不便，这个活塞必须更换。让我看一看您的保修证书
顾客：给您。
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Chinese version
修理工：嗯，你的保修期已经过了，那我们必须要收取的零件的费用。
顾客：没关系。不管花多少钱，我们希望发动机能正常工作。
（几分钟后，修理工更换了坏了的活塞。）
修理工：好了，您可以开开引擎了。
顾客：好的，这很好，没有噪音了。非常感谢！
修理工：这是我的荣幸。
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Exercises
Task 1 Learn the following useful sentences.
1. What’s up
什么问题？
2. Would you please state the facts first
你能先给我们说说具体情况吗？
3. We are really distressed to learn that it has caused
you so much inconvenience.
得知给您带来诸多不便我们深感不安。
4. We assure you of our best service at all times.
我们保证向您随时提供最佳服务。
Exercises
Task 1 Learn the following useful sentences.
5. Anyway, we’ll look into it and check how to make it good.
不管怎么样，看一看怎么来补救。
6. If there is anything we can do to help you, we shall be more than
pleased to do so .
您若有所需，我们一定尽力效劳。
7. But in this case, they have failed to live up to their high demand.
但在这种情况下，没有达到他们的要求。
Exercises
Task 2 Role play the following dialogue and make up a similar one with your partner.
A: What seems to be the trouble
B: I think I just had a flat tire.
A: Do you need any help
B: Actually, do you have tools for changing a tire
A: Yes, I do. Do you mean a tire iron and a jack
B: Yes. Could you lend them to me
A: Wait just one second.
B: Thanks a lot.
A: You are welcome.
Thanks！

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