汽車專業(yè)英語-銷售與售后服務(wù)

汽車專業(yè)英語-銷售與售后服務(wù)第一頁，共189頁。5.1Greetings

招呼客戶Theunitaimstoenablestudentsto:GreetcustomersKeepaconversationgoingFindoutneedsofcustomers分項(xiàng)目目標(biāo)Teachingobjective分項(xiàng)目目標(biāo)ThemethodofapproachDiscussing,listening,reading,presentingandrole-playingbythestudents;Explanationanddemonstrationbytheteachers;After-classresearchandpracticebythestudents.第二頁，共189頁。Dialogue1A:Welcometoourshop.CanIhelpyou?B:Yes.Canyoutellmewherethecar?A:Sure,I’llshowyou.第三頁，共189頁。Dialogue2A:Goodafternoon,madam.Areyoubeinghelped?B:No,I’mjustlooking.A:Ok,then.Pleasetellmeifyouneedanyhelp.第四頁，共189頁。Dialogue3A:Goodmorning,sir!CanIhelpyou?B:No,thanks.Icanlookbymyself.A:Pleasetakeyourtime.第五頁，共189頁。Dialogue4A:Feelfreetoaskanyquestions,please.B:Ok,Iwill.Thanks.A:You’rewelcome第六頁，共189頁。WordsandPhraseswelcome[‘welk?m]adj.

受歡迎的；可喜的；不必感謝的,不必客氣的help[help]vt.

幫助；輔助；援助show[∫?u]vt.

給...看；展出；顯示；出示；陳列第七頁，共189頁。NotesWelcometoourshop.

表示歡迎光臨。用于接待客戶的場(chǎng)合。Goodmorning.

招呼用語。用于較客氣的場(chǎng)合。

Icanlookbymyself.

我可以自己看看。Pleasetakeyourtime.

請(qǐng)您慢慢看。Feelfreetoaskanyquestions,please.

有什么事可以隨時(shí)問我。You’rewelcome.

不客氣。第八頁，共189頁。RelatedLinks您和顧客說的第一句話可以是:CanIhelpyou?MayIhelpyou?WhatcanIdoforyou?CanIhelpyoufindanything?Areyoubeinghelped?Isanyonehelpingyou?Doyouneedahandfindingsomething?Haveyoubeentakencareof?第九頁，共189頁。5.2IntroductionofNewModel

車款推介Theunitaimstoenablestudentsto:Describedifferentcars;Keepaconversationgoingwithcustomers;andLearnsomeusefulwordsandexpressions分項(xiàng)目目標(biāo)Teachingobjective分項(xiàng)目目標(biāo)ThemethodofapproachDiscussing,listening,reading,presentingandrole-playingbythestudents;Explanationanddemonstrationbytheteachers;After-classresearchandpracticebythestudents.第十頁，共189頁。Dialogue1A:MayIrecommendonecarforyou,sir?B:Yes,Iwanttobuyacarformyson.Couldyouintroduceoneforme?A:Noproblem.Howdoyoulikethisone,LandRoverDiscovery3?It’sabestseller.B:Oh,itlooksnice.A:Yes.Ibetyou’lllikeitmoreaftermyintroduction.It’sPowerSteeringwithAlloyWheels,CruiseControl,4WheelDrive.B:Verygood.Couldyoutellmemoreaboutthespecificationofthismodel?A:Sure.Asyoucanseeit’sofsportsutilitybodystylewithGreenexterior,4.0LiterV6engine.B:Ithinkmysonwilllikeit.What’stheprice?A:￥890,000.00B:It’stwoexpensive.Anydiscount?A:Yes.Youcanget10percentdiscount.B:Good.I’lltakeit.第十一頁，共189頁。Dialogue2A:Letmeshowyouonecar.Pleasefollowme,sir.B:Ok!A:Whatdoyouthinkaboutournewmodel2008ToyotaVoiz?B:Oh,itlooksgood.ButI’dliketoknowsomethingaboutitsfeature.A:It’sautotransmissionandfrontenginefrontdrive.Letmetellyoumorespecification.Theengine,1.6literL4.Thepriceis￥10,970.00.Ithinkit’squiteagoodcar.B:Yes,Ithinkso.ButI’dliketolookaroundandmakeadecisionafterseeingsomeothermodels.A:Sure.第十二頁，共189頁。Dialogue3A:Areyouinterestedinournewmodel?Wouldyouliketoknowmoreaboutit?B:Yes,Iwould.ButdoesithaveautotransmissionandAnti-lockBrakes?A:Yes,ofcourse.Andalsowiththeothersafetyfeaturessuchasfourairbags,ElectronicDifferentialSystem,frontbumperetc..B:Perfect,Iloveit.IthinkI’lltakethisone.A:thankyou.第十三頁，共189頁。Dialogue4A:Misslee,what’syourfavorite?Whataboutthisone?B:It’sbeautiful.What’sthemodel?A:It’sournewmodelSuzukiSwift.Itsellswell.B:Wouldyoutellmemoreaboutitsfeature?A:OK.Theengine,1.3literL4.Therearemanycolorsforitsexterior.White,black,pink,brownandsoon.B:Pink?Wonderful!Ithinkitfitsmeverymuch.I’lltakeit.A:Thankyou.第十四頁，共189頁。WordsandPhrases1.recommend[rek?'mend]vt.

推薦，介紹；勸告，建議；使可接受，使可歡迎2.introduce[?intr?'dju:s]vt.

介紹；帶領(lǐng)；引進(jìn)輸入；采用3.bet[bet]vt.

打賭4.introduction[?intr?'d?k∫?n]n.

介紹，傳入，初步，導(dǎo)言，緒論，入門5.steer[sti?]vt.

引導(dǎo)，駕駛，航行，控制6.alloy['?l?i]n.

合金7.cruise[kru:z]n.

(軍艦等)巡邏，巡航；游覽第十五頁，共189頁。WordsandPhrases8.dirve[dra?v]vt.開車，驅(qū)趕，推動(dòng)、發(fā)動(dòng)（機(jī)器等），駕駛（馬車、汽車）等9.specification[?spesifi'kei∫?n]n.詳述，規(guī)格，說明書，規(guī)范10.utility[ju:'tiliti]n.效用，有用11.exterior[eks'ti?ri?]n.外部，表面，外貌12.feature['fi:t∫?]n.面貌的一部分（眼、口、鼻等）特征，容貌，特色，特寫13.transmission[tr?nz'mi∫?n]n.播送，發(fā)射，傳動(dòng)，傳送，傳輸，轉(zhuǎn)播14.decision[di'si??n]n.決定，決心，決議，結(jié)果，果斷，堅(jiān)定第十六頁，共189頁。Notesrecommendsomethingforsomebody

向某人介紹某物bestseller

賣的好What’stheprice?

價(jià)錢是多少?Youcanget10percentdiscount.

您可以得到5%的折扣。（我們可以給您打9.5折。）Whatdoyouthinkabout…

您覺得……怎么樣？lookaround

周圍/四處看看makeadecision

下決定Wouldyouliketoknowmoreaboutit?

您想對(duì)此了解更多嗎？Anti-lockBrakes

防抱死制動(dòng)fourairbags

四氣囊ElectronicDifferentialSystem

電控差速器frontbumper

前保險(xiǎn)杠第十七頁，共189頁。RelatedLinks您看這輛怎么樣?Howaboutthisone?Whatdoyouthinkofthisone?Howdoyoulikethisone?第十八頁，共189頁。5.3NegotiationofPrice

價(jià)格討論Theunitaimstoenablestudentsto:Learntotalkaboutwaysofnegotiatingtheprice;Keepaconversationgoingwithcustomers;andLearnsomeusefulwordsandexpressions分項(xiàng)目目標(biāo)Teachingobjective分項(xiàng)目目標(biāo)ThemethodofapproachDiscussing,listening,reading,presentingandrole-playingbythestudents;Explanationanddemonstrationbytheteachers;After-classresearchandpracticebythestudents.第十九頁，共189頁。Dialogue1A:What’sthepriceforthisnewmodel550?B:it’s189,800Yuan.A:Oh,it’sabitexpensiveforme.I’dlikeitverymuch.Canyougivemeadiscount?B:Well,thisisthenewestmodelandverypopular.Ithinkit’sworththeprice.A:Ok,I’lltakeit.第二十頁，共189頁。Dialogue2A:it’snice.What’stheprice?B:138.800Yuan.A:Canyoucomedownalittlebit?Ican’taffordit.B:Ok,130,000Yuan.ThisisthebestpriceIcanofferyou.A:Ok,I’lltakeit.第二十一頁，共189頁。Dialogue3A:Wecanoffera15%discountforordersover15000pieces.B:15000?I’mnotsurewecanusethatmany.A:youcouldsavealotofmoney.B:Ok,I’llseewhatIcando.第二十二頁，共189頁。Dialogue4A:Pleasegivemeabetterprice.B:I’llmakeaspecialpriceforyouifyouwouldorderalittlemore.A:Howcouldwedothat?B:Weofferadiscountforlargeorders.A:Isee.Iorder10000pieces.Howmuch?B:Well,Iwillgiveyou15percentoff.That’s85,000Yuan.第二十三頁，共189頁。WordsandPhrases1.discount['diskaunt]n.折扣；【商】貼現(xiàn)，貼現(xiàn)率2.worth[w?:θ]adj.值，相等于...的價(jià)值；值得...的，有...的價(jià)值的3.afford[?'f?:d]vt.擔(dān)負(fù)得起費(fèi)用(損失、后果等)，花費(fèi)得起，經(jīng)受得住4.offer['?f?]vt.

提供，出價(jià)，貢獻(xiàn)，使出現(xiàn)，企圖，演出5.piece[pi:s]n.

[用作量詞]一片[塊，張，段，枝，個(gè)，幅，項(xiàng)，件]6.save[seiv]vt.

解救，保存，保全，保留，節(jié)省，儲(chǔ)蓄第二十四頁，共189頁。NotesCanyougivemeadiscount?你能給我打個(gè)折嗎？it’sworththeprice.物有所值comedownalittlebit便宜些ThisisthebestpriceIcanofferyou.這是我能給您的最低價(jià)了。largeorders大量訂貨第二十五頁，共189頁。RelatedLinks能便宜點(diǎn)兒嗎?CouldIhavealowerprice?Canyougivemeabetterprice?Couldyoucomedownalittlebit?CouldIhaveitcheaper?Canyoureducetheprice?第二十六頁，共189頁。RelatedLinks對(duì)不起，恐怕不行（不能便宜）。Sorry,I’mafraidnot.Sorry,Ican’t.Sorry,I’mafraidIcan’t.第二十七頁，共189頁。RelatedLinks您想出多少錢?Howmuchdoyouwanttospend?Whatpricedoyouhaveinmind?Howmuchdoyouliketopay?第二十八頁，共189頁。RelatedLinks您有××卡嗎？Doyouhaveamembershipcard?您有會(huì)員卡嗎？DoyouhaveaVIPcard?您有貴賓卡嗎？Doyouhaveadiscountcard?您有打折卡嗎？第二十九頁，共189頁。5.4TermsofPayment

支付方式Theunitaimstoenablestudentsto:Gettoknowandtalkaboutpayment;Keepaconversationgoingwithcustomers;andLearnsomeusefulwordsandexpressions分項(xiàng)目目標(biāo)Teachingobjective分項(xiàng)目目標(biāo)ThemethodofapproachDiscussing,listening,reading,presentingandrole-playingbythestudents;Explanationanddemonstrationbytheteachers;After-classresearchandpracticebythestudents.第三十頁，共189頁。Dialogue1A:Howwouldyouliketopay?B:Well,doyouacceptcreditcardsorIshouldpayincash?A:Yes,eitherisOK.Andyoucanpaybyinstallment.Thefirstinstallmentshouldbepaidnow.it’s40,000Yuan.Thenyoushouldpay475Yuanonmonthlyin20months.B:Oh,that’sverygood.Ican’tpaysomuchmoneyonetime.NowI’llpaythefirstinstallmentbycreditcards.A:Thankyou…Pleasesignhere.B:OK.A:Hereisyourreceiptandcreditcardslip.第三十一頁，共189頁。Dialogue2A:Letdiscussthetermsofpayment.B:Yes.ButisitOKIpaybyBanker’sTransfer?A:Sorry,I’mafraidnot.Weacceptpaymentsincashorbycreditcardonly.B:Oh,Idon’tthinkIhaveenoughcashwithmeandIhavenocreditcard.A:Wehaveinstallmentpaymentthatcanhelpyou.Thedownpaymentis1/4oftheprice.B:That’sgreat.I’llpaythedownpaymentnow.A:Ok.Thedownpaymentis100,000Yuan.B:Hereisthemoney.A:Thankyou.Hereisyourreceipt.第三十二頁，共189頁。Dialogue3A:Itcomesupto140,000Yuan,.B:Doyouacceptcreditcards?A:Sorry,I’mafraidnot.Thereissomethingwrongwiththemachine.Wouldyoupaybycash?B:Oh,Idon’tthinkIhaveenoughcashwithme.Whereisthebanknearby?A:Yes.Youwillseeoneontheleftoutofthedoor.Soclose.B:Thankyou…B:Hereisthemoney.A:Thankyou.Hereisyourreceipt.第三十三頁，共189頁。Dialogue4A:Howdoyouliketopay?B:I’veoneproposaltomakeonthemodeofpayment?A:What’sit?B:OurbusinessisconcludedbywayofL/C.Franklyspeaking,aletterofcreditwillraisethecostsofmygoods.Iheardyouwouldacceptdifferentkindsofpayments?A:That’strue.Butwecan’tdoit.PaymentbyL/Cisourusualpracticeofdoingbusiness.B:Wouldyouconsideranotherwayofpayment?OtherwiseIwouldprobablystopthebusiness.A:OK.I’llthinkaboutthatandtalktoyoulater.第三十四頁，共189頁。WordsandPhrases1.credit['kredit]n.信任，信用，聲望，榮譽(yù)，【財(cái)務(wù)】貸方，銀行存款2.cash[k?∫]n.現(xiàn)金3.installment[in'st?:lm?nt]n.部分4.sign[sain]vt.簽名，打手勢(shì)表達(dá)5.receipt[ri'si:t]n.收條，收據(jù)6.term[t?:m]n.學(xué)期，期限，期間，條款，條件，術(shù)語第三十五頁，共189頁。WordsandPhrases7.payment['peim?nt]n.付款，支付，報(bào)酬，償還，報(bào)應(yīng)，懲罰8.proposal[pr?'p?uz?l]n.提議，建議9.conclude[k?n'klu:d]vi.結(jié)束，終止，決定，作出結(jié)論

vt.推斷，斷定，締結(jié)，議定10.frankly['fr??kli]adv.真誠地，坦率地11.practice['pr?ktis]n.實(shí)行，實(shí)踐，實(shí)際，慣例，習(xí)慣，練習(xí)，實(shí)習(xí)，開業(yè)第三十六頁，共189頁。NotesHowwouldyouliketopay?請(qǐng)問您怎么付款？creditcards信用卡payincash以現(xiàn)金支付paybyinstallment分期付款Pleasesignhere請(qǐng)?jiān)谶@里簽字Letdiscussthetermsofpayment.讓我們來討論一下支付方式吧。Banker’sTransfer銀行匯款第三十七頁，共189頁。NotesThedownpaymentis1/4oftheprice訂金是售價(jià)的1/4。comesupto總共bywayofL/C以信用證方式（支付）Franklyspeaking坦白地說raisethecostsof提高……的成本differentkindsofpayments不同種類的支付方式第三十八頁，共189頁。RelatedLinks總共是××元。Altogether××yuan,please.It/That’s××yuaninall.Thetotal(price)is××yuan.It/Thatamountsto××yuan.It/Thatcomesupto××yuan.Theyaddupto××yuan.第三十九頁，共189頁。RelatedLinks我們接受×××付款。Weaccept/takecash.我們接受現(xiàn)金付款。Weaccept/takecreditcard.我們接受信用卡付款。Weaccept/takeforeigncurrency.我們接受外幣付款。accept/takeUSdollars.我們接受美元付款。第四十頁，共189頁。9.5Appointment

維修預(yù)約Theunitaimstoenablestudentsto:Bemoreconfidentwhenansweringthephone;Improvetheirabilitytomakeagoodimpressiononthephone;Learnsomeusefulwordsandexpressionstousewhenansweringthephone.分項(xiàng)目目標(biāo)Teachingobjective分項(xiàng)目目標(biāo)ThemethodofapproachDiscussing,listening,reading,presentingandrole-playingbythestudents;Explanationanddemonstrationbytheteachers;After-classresearchandpracticebythestudents.第四十一頁，共189頁。DialogueA:Goodmorning.Thisismaintenancereception,TengDaAutomobilecompany.WhatcanIdoforyou?B:Yes,thisisMr.Tang.I’dliketomakeanappointmenttorepairmycarthisweek.A:Well,let’ssee.I’mafraiditisfullybookedonMondayandTuesdayB:HowaboutThursday?A:Sorry,butIhavetosaythatitisfullybookedonThursdaytoo.So,willWednesdaybeO.K.foryou,Mr.Tang?B:IhavetoworkonWednesday.Bytheway,isitavailableonSaturday?.A:Saturday.Letmehaveacheck.Oh,great.ItwillbeavailableonSaturdayafternoonthisweek.B:That’sfine.Thankyou,I’llcomethen.第四十二頁，共189頁。WordsandPhrases1.maintenance['meintin?ns]n.維持；保持；維修；保養(yǎng)；維修保養(yǎng)費(fèi)用；生計(jì)2.reception[ri'sep∫?n]n.接見；接待；歡迎；接納，承認(rèn)3.appointment[?'p?intm?nt]n.任命，選派；約會(huì)，約定，預(yù)約4.available[?'veil?bl]adj.可以得到的，可達(dá)到的，可用的；有用的，有效的5.check[t∫ek]vt.檢驗(yàn)，校對(duì)，核算第四十三頁，共189頁。NotesWhatcanIdoforyou?我能幫您什么忙嗎？makeanappointment預(yù)約let’ssee.我看一看。itisfullybooked.已經(jīng)預(yù)約滿了。Howabout…？……怎么樣？Bytheway順便問一下haveacheck核查一下第四十四頁，共189頁。RelatedLinksI’dliketomakeanappointmenttorepairmycar.我想預(yù)約個(gè)時(shí)間修理一下我的車。CouldImakeanappointmenttorepairmycarthisweek?我能不能預(yù)約這周修理一下我的車？sometimethisweek這個(gè)星期隨便什么時(shí)候EitheronWednesdayorThursday.星期三或星期四都可以Woulditbepossibletorepairmycartomorrow?明天能修理一下我的車嗎?第四十五頁，共189頁。5.6MaintenanceReception

維修接待Theunitaimstoenablestudentsto:Developtheirabilitytotalkaboutthewrongsofcars;Improveabilitytomakeagoodconversationwithcustomers;Learnsomeusefulwordsandexpressions.分項(xiàng)目目標(biāo)Teachingobjective分項(xiàng)目目標(biāo)ThemethodofapproachDiscussing,listening,reading,presentingandrole-playingbythestudents;Explanationanddemonstrationbytheteachers;After-classresearchandpracticebythestudents.第四十六頁，共189頁。DialogueRepairman:Nicetoyou,Mr.Tang.I’minchargeofrepairingyourcar.Customer:Nicetoyou.Repairman:what’sthematterwithyourcar?Customer:IthinksomethingmustbewrongwiththeenginebecausethereisalwaysanoisewhenIdrivethecar.Repairman:Oh,thepistoniswornoutbyuse.Repairman:I’msosorrytohavecausedyousomuchinconvenienceandIhavetoreplaceit.Letmehavealookatyourwarrantycertificate?Customer:Hereitis.Tobecontinued

第四十七頁，共189頁。DialogueCustomer:Hereitis.Repairman:Well,yourwarrantyisexpired.Wehavetochargefortheparts.Customer:That’sallright,We’redyingforthenormalworkconditionatanyexpense.Severalminuteslater,therepairmanreplacedthewrongunit.Repairman:it’sok,youcandrivetheengine.Customer:OK.That’sverygreat,thereisnonoise.Thankyouverymuch.Repairman:It’smypleasure.第四十八頁，共189頁。WordsandPhrases1.piston['pist?n]n.【機(jī)】活塞，柱塞2.inconvenience[?ink?n'vi:nj?ns]n.不方便，不自由；為難之處，麻煩的事3.replace[ri(:)'pleis]vt.代替，取代(by,with)；接替，替換4.warranty['w?r?nti]n.保證(書)；【律】(商品等的)保單5.certificate[s?'tifikit]n.證(明)書，執(zhí)照，文憑；單據(jù)，證券6.expire[iks'pai?,eks-]vi.滿[到]期，屆滿；斷氣，死，熄滅7.unit['ju:n?t]n.個(gè)體，(計(jì)量)單位，(軍隊(duì)的)部隊(duì)單位第四十九頁，共189頁。NotesNicetoyou.見到您很高興。inchargeof負(fù)全責(zé),經(jīng)管,照顧what’sthematterwith………出了什么問題？wornout用壞,克服,消磨,疲勞warrantycertificate保修單chargefor收費(fèi)atanyexpense任何代價(jià)It’smypleasure.不客氣，這是我的榮幸。第五十頁，共189頁。RelatedLinksWhat’sup?什么問題？Itisduetodamageonland.是由于路上碰撞。Wouldyoupleasefirstofallstatethefacts.你能先給我們說說具體情況嗎？Wearereallydistressedtolearnthatithascausedyousomuchinconvenience.得知給您帶來諸多不便我們深感不安。Weassureyouofourbestserviceatalltimes.我們保證向您隨時(shí)提供最佳服務(wù)。第五十一頁，共189頁。RelatedLinksMayitwilltakeabitlongertime.時(shí)間還需長些。Wesparenoeffortsinendeavoringtobeofservicetoyou.我們不遺余力為您效勞。Anyway,we’lllookintoitandcheckhowtomakeitgood.不管怎么樣，看一看怎么來補(bǔ)救。Ifthereisanythingwecandotohelpyou,weshallbemorethanpleasedtodoso.您若有所需，我們一定盡力效勞。Butinthiscase,theyhavefailedtoliveuptotheirhighdemand.但在這種情況下，沒有達(dá)到他們的要求。第五十二頁，共189頁。5.7Users'Feedback

用戶反饋Theunitaimstoenablestudentsto:Developtheirabilitytomakeagoodimpressiontocustomers;Improveabilitytomakeagoodconversationwithcustomers;Learnsomeusefulwordsandexpressions.分項(xiàng)目目標(biāo)Teachingobjective分項(xiàng)目目標(biāo)ThemethodofapproachDiscussing,listening,reading,presentingandrole-playingbythestudents;Explanationanddemonstrationbytheteachers;After-classresearchandpracticebythestudents.第五十三頁，共189頁。DialogueSalesman:Hello,thisisTengDaAutomobileCompany.I’mcallingtoknowwhethereverythinghasgonewellwithyourcar’sengine.Customer:Thanksalot.Itworksexcellentlyafterbeingrepaired.Salesman:I’mveryhappytohearyousaysoandIdohopetheminorproblemdidn’tcauseyoumuchinconvenience.Customer:Thankyouverymuchforyourgoodservice.I’msureyourcompanywillbemakingmoremoney.Salesman:Itisalwaysourpolicytogivereliableandsatisfactoryservicestoourclients.Let’sfindoutwhatyoulikebydoingamarketresearchanditwillgiveusanindication.Customer:OK,IfeeltheopeningtimeofyourcompanyistooshortthatIhavetorepairmycaratweekend.第五十四頁，共189頁。DialogueSalesman:It’sagoodsuggestion.I’llreporttothemanagerrightnow!Customer:Irecommendtheopeningtimeisfrom8:00AMto10:00PM.Salesman:Thankyouforyourwarm-heartedreply.Ibelievewe’lldothebestinthefuture.Customer:It’sjustmyownopinion,I’dlikeyoutothinkitover.Salesman:We’llgointoitfurther,andletyouknowwhatdecisionwereach.Customer:Ishallbegladtohearfromyou.Salesman:Thankyouverymuch,bye-bye!Customer:Seeyoulater.第五十五頁，共189頁。WordsandPhrases1.excellently['eks?l?ntli]adv.優(yōu)良地，杰出地，出色地2.minor['main?]adj.較小的，較少的3.policy['p?lisi]n.政策，方針，策略，保險(xiǎn)單4.reliable[ri'lai?bl]adj.可靠的，可信賴的，確實(shí)的5.satisfactory[?s?tis'f?kt?ri]adj.令人滿意的(to)，圓滿的，良好的；符合要求的6.indication[?indi'kei∫?n]n.指示，象征，暗示7.suggestion[s?'d?est∫?n]n.建議，提議，意見8.reply[ri'plai]n.答復(fù)，回答，答辯9.opinion[?'pinj?n]n.意見,，看法，評(píng)價(jià)，主張第五十六頁，共189頁。Notesmarketresearch市場(chǎng)調(diào)查warm-hearted熱情的thinkitover考慮一下gointoitfurther深入Seeyoulater.再見。Let’sfindoutwhatthecustomerlikesbydoingamarketresearch.

我們做個(gè)市場(chǎng)調(diào)查看一看顧客的喜好。第五十七頁，共189頁。RelatedLinksHowdidyoufindthatlastlotofdamper?你認(rèn)為上一批減震器如何？Nowwhat’stheproblemwiththelatestlotexactly?最近這批貨究竟出了什么問題？Businesshasn’tbeenverybriskinourlinerecently.我們最近的生意不是很好。IthinkI’dbettermakeadetailedinvestigation.我想我可以做一個(gè)詳細(xì)的調(diào)查。Onereasonis,thatthemarkethasbeensluggish.Anotherreasonistoomanysuppliers.原因之一是市場(chǎng)已經(jīng)疲軟，另一個(gè)原因是供應(yīng)商太多了。第五十八頁，共189頁。RelatedLinksHowdoyouaccountforthat?Nodemandorover-stock?你認(rèn)為是什么原因呢？是沒有需要呢，還是庫存太多呢？Withoutanydoubt,appearancecomesbeforeprice.外觀比價(jià)格更重要，那是不容置疑的。Pleasewriteyourname,addressandphonenumberintheform.請(qǐng)?jiān)谶@張表格上寫上您的名字、地址和電話號(hào)碼。It’llgiveusanideaatleastandwewilldosomeadaptingbasedonresearch.至少會(huì)給我們一定的啟示，并且在調(diào)查的基礎(chǔ)上我們可以做一些相應(yīng)的調(diào)整。第五十九頁，共189頁。9.8ReplyforCustomers'Complaints

接受顧客投訴Theunitaimstoenablestudentsto:Developskillstomakeanddealwithcomplaints;Learnhowtokeepacustomerhappy;Learnsomeusefulwordsandexpressions.分項(xiàng)目目標(biāo)Teachingobjective分項(xiàng)目目標(biāo)ThemethodofapproachDiscussing,listening,reading,presentingandrole-playingbythestudents;Explanationanddemonstrationbytheteachers;After-classresearchandpracticebythestudents.第六十頁，共189頁。DialogueManager:Hello,ThisisSalesDepartment,TengDaAutomobileCompany.Customer:I’mafraidIhavetomakeacomplainwithyourcorporation.It’samostunpleasantincident.Manager:Oh,whatisitabout?I’msosorrytohearthat.Customer:Yes,IorderedWiperWashestheotherday.IreceivedandafterIexaminedthemonebyone,IfoundthattheremustbesomethingwrongwiththeWiperWashbecausetheonecan’twork.That’swhyIwanttoseethemanager.Manager:Iamsureeverythingisallrightwiththatshipment.YouseeIknowyou’reourregularcustomeranditisthefirsttimeformetomeetwithsuchaninconvenientthing.第六十一頁，共189頁。DialogueCustomer:Iwanttoreturnthem.Manager:Withoutsufficientevidencetosupport,yourclaimisuntenable.Ifwewereatfault,weshouldbeverygladtocompensateforyourloss.Customer:What’syouropinion?Manager:I’mterriblysorryaboutthat.Youcansendittous.We’lltestit.Ifit’sdefiniteourfault,We’llcompensateforyourloss.Customer:OK.Ihopetohearformyouassoonaspossible.Severaldayslater,themanagercallsthecustomerback.Manager:Hello,ThisisSalesDepartment,TengDaAutomobileCompany.Customer:Hello.第六十二頁，共189頁。DialogueManager:I’msosorrytohavecausedyousomuchinconvenience.ThereissomethingwrongwiththeWiperWashthatyousenttous.Ithinkit’sevidentlybrokenthroughcarelesshandling.Whatdoyoudemandfromusforcompensation?Customer:Ithinkthatyourcompanyshouldpaydamagestome.Howabout1000Yuan?Manager:Tobefairtoyou,Iamdirectedbyourmanagingdirectortosettlethisissuewithyouamicably.Customer:Iamsogladtohearofyourreadyagreement.Manager:We’llcompensateforyouassoonaspossible.Thankseversomuchforyourco-operation.Good-bye.Customer:Bye-bye.第六十三頁，共189頁。WordsandPplain[k?m'plein]n.抱怨，投訴2.corporation[?k?:p?'rei∫?n]n.公司3.unpleasant[?n'pleznt]adj.不高興的4.incident['insid?nt]n.小事件；插曲；事變5.inconvenient[?ink?n'vi:nj?nt]adj.(引起)不方便的；麻煩的；困難的6.claim[kleim]n.要求，要求權(quán)，斷言，權(quán)利第六十四頁，共189頁。WordsandPhrases7.untenable['?n'ten?bl]adj.(論點(diǎn)等)站不住的；守不住的8.compensate['k?mp?nseit]vt.償還，補(bǔ)償，付報(bào)酬9.evidently[kleim]n.要求，要求權(quán)，斷言，權(quán)利10.settle['setl]vt.解決11.issue['isju:]n.問題；爭端；論點(diǎn)12.amicably[`?m?k?bl?]adv.友善地第六十五頁，共189頁。Notesmakeacomplain投訴WiperWash雨刮器theotherday某一天（特指）somethingwrong不定代詞后加上形容詞,翻譯成“有些東西壞了”besure確信regularcustomer老客戶meetwith碰巧遇上，單獨(dú)的meet,其含義是“遇到”compensateforyourloss賠償您的損失paydamages賠償損失co-operation合作第六十六頁，共189頁。RelatedLinksI’msureyouitwon’thappenagain.我保證不會(huì)再發(fā)生了。Imustapologize.Itmaybethenewreceptionist.我必須道歉，可能是新來的接待員的原因。Wewouldagainaskyouforyourmercyinthisinstance.對(duì)于此事，再次請(qǐng)求您寬容。Weagainapologizeforcausingyoumuchinconvenience.再次為給您帶來諸多不便表示歉意。Wewilldoourbestnottorepeatsuchafailureinfuture.本公司將竭盡所能，今后不再重復(fù)同樣的失誤。第六十七頁，共189頁。RelatedLinksI’mafraidIhavegotacomplaintaboutthequality.恐怕我要談?wù)勝|(zhì)量問題。What’stheproblem?什么問題？I’msorrytosaythisdesignisnotsosatisfactory.很遺憾，這個(gè)樣式不太令人滿意。It’sreallythemostdifficulttransactionI’veeverdone.我真是從未做過這么難做的生意。We’renotatallsatisfiedwiththequalityofthesegoods.對(duì)于這些產(chǎn)品質(zhì)量我們絲毫不滿意。第六十八頁，共189頁。RelatedLinksIhopeit’snothingserious.

希望不是什么嚴(yán)重問題。We’llmakeathoroughinvestigation.

我們要進(jìn)行徹底調(diào)查。Haveyouhadsimilarcomplainsfromotherusers?

貴公司沒有其他的用戶有過同樣的抱怨嗎？Itisamistake.Nodoubtaboutthat.

那是個(gè)錯(cuò)誤，毫無疑問的。第六十九頁，共189頁。10Frequently-SeenEnglishIdentifierofImportedVehicles

進(jìn)口汽車常見英文標(biāo)識(shí)第七十頁，共189頁。10.1MarksofVehicleModel

汽車車型品牌標(biāo)識(shí)Theunitaimstoenablestudentsto:Knowaboutthemarksofvehiclemodel分項(xiàng)目目標(biāo)Teachingobjective分項(xiàng)目目標(biāo)ThemethodofapproachExplanationanddemonstrationbytheteachers;After-classresearchbythestudents.第七十一頁，共189頁。HomemadeSeries

國產(chǎn)車系第七十二頁，共189頁。HomemadeSeries

國產(chǎn)車系第七十三頁，共189頁。

EuramericanSeries歐美車系第七十四頁，共189頁。

EuramericanSeries

歐美車系第七十五頁，共189頁。

EuramericanSeries

歐美車系第七十六頁，共189頁。

EuramericanSeries

歐美車系第七十七頁，共189頁。

EuramericanSeries

歐美車系第七十八頁，共189頁。

AsianSeries亞洲車系第七十九頁，共189頁。

AsianSeries亞洲車系第八十頁，共189頁。10.2VehicleIdentificationNumber(VIN)

汽車識(shí)別代碼(VIN)Theunitaimstoenablestudentsto:knowabouttheVINlearnhowtousetheVIN分項(xiàng)目目標(biāo)Teachingobjective分項(xiàng)目目標(biāo)ThemethodofapproachDiscussing,listening,readingbythestudentsExplanationanddemonstrationbytheteachers;After-classresearchbythestudents.第八十一頁，共189頁。VINAVINnumber,orVehicleIdentificationNumber,isaunique"fingerprint"assignedtoavehicletoallowittobeidentified.

Allvehiclescurrentlymadeinquantitiesover500arerequiredtohaveaVINnumberassignedtothem.VINnumbershavetakenavarietyofshapesovertheyears.InearlycarsaVINwassimplyaserialnumber,recordingwhatsequentialnumberavehiclewasintheproductionrun.Theidentificationnumberwasinconsistentandoverlappedacrossmanufacturers.Thiscausedendlessconfusionwhenpeoplewantedtoidentifyaparticularcar.第八十二頁，共189頁。VINThenmanufacturersstartedencodingotherinformationintotheVIN,suchasmanufacturercode,year,evenmodelnumber.Thismadeiteasierforpeopletoassociatevehiclestoauniqueidentifier.TheVINbecameamoreimportanttooltobothmanufacturersandowners.Butstillunfortunatelythesystemwasflawed.SincenooneoversawhowVINnumberswerecreatedandassignedtherewasstillagreatchancethattherewouldbeoverlapbetweenmanufacturers.Italsopreventedanyonefromlookingatavehicleidentificationnumbersolelyandbeabletopositivelyidentifyacarjustbythatnumber.第八十三頁，共189頁。VIN

Modern-dayVehicleIdentificationNumbersystemsarebasedontworelatedstandards,originallyissuedbytheInternationalOrganizationforStandardization(ISO)in1979and1980;ISO3779andISO3780,respectively.CompatiblebutsomewhatdifferentimplementationsoftheseISOstandardshavebeenadoptedbytheEuropeanUnionandtheUnitedStatesofAmerica.ThisstandardizationofVINnumbersmeantthatauniqueseriesofdigitscouldfinallybeassignedtoonlyonevehicle,withoutthepossibilityofoverlap.The17-characterVINwasborn.EveryonefrompartsmanufacturerstolawenforcementuseVINnumbers第八十四頁，共189頁。VINtotrace,track,andpositivelyidentifyvehicles.EachmodernvehiclehastheVINnumberprintedinseveralplacesonthevehicle,includingontheframe.Thisallowsidentificationeveninthecaseofseveredamagefromaccidentorfire.It'sagoodideatobeawareofyourVINnumber.It'snotnecessarytokeepitsecret,aseverycarhasitclearlyprintedonitinplainsight.Butit'sagoodideatohavethisnumberhandy(suchasonacopyofyourregistration)incaseoftheftorcatastrophicdamage.第八十五頁，共189頁。

奧迪汽車股份