汽车专业英语-销售与售后服务

AutomobileSalesandAfterService

5.1Greetings

招呼客户Theunitaimstoenablestudentsto:GreetcustomersKeepaconversationgoingFindoutneedsofcustomers分项目目标Teachingobjective分项目目标ThemethodofapproachDiscussing,listening,reading,presentingandrole-playingbythestudents;Explanationanddemonstrationbytheteachers;After-classresearchandpracticebythestudents.Dialogue1A:Welcometoourshop.CanIhelpyou?B:Yes.Canyoutellmewherethecar?A:Sure,I’llshowyou.Dialogue2A:Goodafternoon,madam.Areyoubeinghelped?B:No,I’mjustlooking.A:Ok,then.Pleasetellmeifyouneedanyhelp.Dialogue3A:Goodmorning,sir!CanIhelpyou?B:No,thanks.Icanlookbymyself.A:Pleasetakeyourtime.Dialogue4A:Feelfreetoaskanyquestions,please.B:Ok,Iwill.Thanks.A:You’rewelcomeWordsandPhraseswelcome[‘welkəm]adj.受欢迎的;可喜的;不必感谢的,不必客气的help[help]vt.帮助;辅助;援助show[∫əu]vt.给...看;展出;显示;出示;陈列NotesWelcometoourshop.

表示欢迎光临。用于接待客户的场合。Goodmorning.

招呼用语。用于较客气的场合。

Icanlookbymyself.

我可以自己看看。Pleasetakeyourtime.

请您慢慢看。Feelfreetoaskanyquestions,please.

有什么事可以随时问我。You’rewelcome.

不客气。RelatedLinks您和顾客说的第一句话可以是:CanIhelpyou?MayIhelpyou?WhatcanIdoforyou?CanIhelpyoufindanything?Areyoubeinghelped?Isanyonehelpingyou?Doyouneedahandfindingsomething?Haveyoubeentakencareof?5.2IntroductionofNewModel

车款推介Theunitaimstoenablestudentsto:Describedifferentcars;Keepaconversationgoingwithcustomers;andLearnsomeusefulwordsandexpressions分项目目标Teachingobjective分项目目标ThemethodofapproachDiscussing,listening,reading,presentingandrole-playingbythestudents;Explanationanddemonstrationbytheteachers;After-classresearchandpracticebythestudents.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.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.Dialogue3A:Areyouinterestedinournewmodel?Wouldyouliketoknowmoreaboutit?B:Yes,Iwould.ButdoesithaveautotransmissionandAnti-lockBrakes?A:Yes,ofcourse.Andalsowiththeothersafetyfeaturessuchasfourairbags,ElectronicDifferentialSystem,frontbumperetc..B:Perfect,Iloveit.IthinkI’lltakethisone.A:thankyou.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.WordsandPhrases1.recommend[rekə'mend]vt.推荐，介绍;劝告，建议;使可接受，使可欢迎2.introduce[͵intrə'dju:s]vt.介绍;带领;引进输入;采用3.bet[bet]vt.打赌4.introduction[͵intrə'dʌk∫ən]n.介绍，传入，初步，导言，绪论，入门5.steer[stiə]vt.引导，驾驶，航行，

控制6.alloy['ælɔi]n.合金7.cruise[kru:z]n.(军舰等)巡逻，巡航;游览WordsandPhrases8.dirve[draɪv]vt.开车，驱赶，推动、发动（机器等)，驾驶（马车、汽车)等9.specification[͵spesifi'kei∫ən]n.详述，规格，说明书，规范10.utility[ju:'tiliti]n.效用，有用11.exterior[eks'tiəriə]n.外部，表面，外貌12.feature['fi:t∫ə]n.面貌的一部分（眼、口、鼻等)特征，容貌，特色，特写13.transmission[trænz'mi∫ən]n.播送，发射，传动，传送，传输，转播14.decision[di'siӡən]n.决定，决心，决议，结果，果断，坚定

Notesrecommendsomethingforsomebody向某人介绍某物bestseller卖的好What’stheprice?价钱是多少?Youcanget10percentdiscount.您可以得到5%的折扣。（我们可以给您打9.5折。)Whatdoyouthinkabout…您觉得……怎么样？lookaround周围/四处看看makeadecision下决定Wouldyouliketoknowmoreaboutit?您想对此了解更多吗？Anti-lockBrakes防抱死制动fourairbags四气囊ElectronicDifferentialSystem电控差速器frontbumper前保险杠RelatedLinks您看这辆怎么样?Howaboutthisone?Whatdoyouthinkofthisone?Howdoyoulikethisone?5.3NegotiationofPrice

价格讨论Theunitaimstoenablestudentsto:Learntotalkaboutwaysofnegotiatingtheprice;Keepaconversationgoingwithcustomers;andLearnsomeusefulwordsandexpressions分项目目标Teachingobjective分项目目标ThemethodofapproachDiscussing,listening,reading,presentingandrole-playingbythestudents;Explanationanddemonstrationbytheteachers;After-classresearchandpracticebythestudents.Dialogue1A:What’sthepriceforthisnewmodel550?B:it’s189,800Yuan.A:Oh,it’sabitexpensiveforme.I’dlikeitverymuch.Canyougivemeadiscount?B:Well,thisisthenewestmodelandverypopular.Ithinkit’sworththeprice.A:Ok,I’lltakeit.Dialogue2A:it’snice.What’stheprice?B:138.800Yuan.A:Canyoucomedownalittlebit?Ican’taffordit.B:Ok,130,000Yuan.ThisisthebestpriceIcanofferyou.A:Ok,I’lltakeit.Dialogue3A:Wecanoffera15%discountforordersover15000pieces.B:15000?I’mnotsurewecanusethatmany.A:youcouldsavealotofmoney.B:Ok,I’llseewhatIcando.Dialogue4A:Pleasegivemeabetterprice.B:I’llmakeaspecialpriceforyouifyouwouldorderalittlemore.A:Howcouldwedothat?B:Weofferadiscountforlargeorders.A:Isee.Iorder10000pieces.Howmuch?B:Well,Iwillgiveyou15percentoff.That’s85,000Yuan.WordsandPhrases1.discount['diskaunt]n.折扣;【商】贴现，贴现率2.worth[wə:θ]adj.值，相等于...的价值;值得...的，有...的价值的3.afford[ə'fɔ:d]vt.担负得起费用(损失、后果等)，花费得起，经受得住4.offer['ɔfə]vt.提供，出价，贡献，使出现，企图，演出5.piece[pi:s]n.[用作量词]一片[块，张，段，枝，个，幅，项，件]6.save[seiv]vt.解救，保存，保全，保留，节省，储蓄NotesCanyougivemeadiscount?你能给我打个折吗?it’sworththeprice.物有所值comedownalittlebit便宜些ThisisthebestpriceIcanofferyou.这是我能给您的最低价了。largeorders大量订货RelatedLinks能便宜点儿吗?CouldIhavealowerprice?Canyougivemeabetterprice?Couldyoucomedownalittlebit?CouldIhaveitcheaper?Canyoureducetheprice?RelatedLinks对不起，恐怕不行（不能便宜)。Sorry,I’mafraidnot.Sorry,Ican’t.Sorry,I’mafraidIcan’t.RelatedLinks您想出多少钱?Howmuchdoyouwanttospend?Whatpricedoyouhaveinmind?Howmuchdoyouliketopay?RelatedLinks您有××卡吗?Doyouhaveamembershipcard?您有会员卡吗?DoyouhaveaVIPcard?您有贵宾卡吗?Doyouhaveadiscountcard?您有打折卡吗?5.4TermsofPayment

支付方式Theunitaimstoenablestudentsto:Gettoknowandtalkaboutpayment;Keepaconversationgoingwithcustomers;andLearnsomeusefulwordsandexpressions分项目目标Teachingobjective分项目目标ThemethodofapproachDiscussing,listening,reading,presentingandrole-playingbythestudents;Explanationanddemonstrationbytheteachers;After-classresearchandpracticebythestudents.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.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.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.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.WordsandPhrases1.credit['kredit]n.信任,信用,声望,荣誉,【财务】贷方,银行存款2.cash[kæ∫]n.现金3.installment[in'stɔ:lmənt]n.部分4.sign[sain]vt.签名,打手势表达5.receipt[ri'si:t]n.收条,收据6.term[tə:m]n.学期,期限,期间,条款,条件,术语WordsandPhrases7.payment['peimənt]n.付款,支付,报酬,偿还,报应,惩罚8.proposal[prə'pəuzəl]n.提议,建议9.conclude[kən'klu:d]vi.结束,终止,决定,作出结论vt.推断,断定,缔结,议定10.frankly['fræŋkli]adv.真诚地,坦率地11.practice['præktis]n.实行,实践,实际,惯例,习惯,练习,实习,开业NotesHowwouldyouliketopay?请问您怎么付款?creditcards信用卡payincash以现金支付paybyinstallment分期付款Pleasesignhere请在这里签字Letdiscussthetermsofpayment.让我们来讨论一下支付方式吧。Banker’sTransfer银行汇款NotesThedownpaymentis1/4oftheprice订金是售价的1/4。comesupto总共bywayofL/C以信用证方式（支付)Franklyspeaking坦白地说raisethecostsof提高……的成本differentkindsofpayments不同种类的支付方式RelatedLinks总共是××元。Altogether××yuan,please.It/That’s××yuaninall.Thetotal(price)is××yuan.It/Thatamountsto××yuan.It/Thatcomesupto××yuan.Theyaddupto××yuan.RelatedLinks我们接受×××付款。Weaccept/takecash.我们接受现金付款。Weaccept/takecreditcard.我们接受信用卡付款。Weaccept/takeforeigncurrency.我们接受外币付款。accept/takeUSdollars.我们接受美元付款。9.5Appointment

维修预约Theunitaimstoenablestudentsto:Bemoreconfidentwhenansweringthephone;Improvetheirabilitytomakeagoodimpressiononthephone;Learnsomeusefulwordsandexpressionstousewhenansweringthephone.分项目目标Teachingobjective分项目目标ThemethodofapproachDiscussing,listening,reading,presentingandrole-playingbythestudents;Explanationanddemonstrationbytheteachers;After-classresearchandpracticebythestudents.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.WordsandPhrases1.maintenance['meintinəns]n.维持;保持;维修;保养;维修保养费用;生计2.reception[ri'sep∫ən]n.接见;接待;欢迎;接纳，承认3.appointment[ə'pɔintmənt]n.任命，选派;约会，约定，预约4.available[ə'veiləbl]adj.可以得到的，可达到的，可用的;有用的，有效的5.check[t∫ek]vt.检验，校对，核算NotesWhatcanIdoforyou?我能帮您什么忙吗?makeanappointment预约let’ssee.我看一看。itisfullybooked.已经预约满了。Howabout…?……怎么样?Bytheway顺便问一下haveacheck核查一下RelatedLinksI’dliketomakeanappointmenttorepairmycar.我想预约个时间修理一下我的车。CouldImakeanappointmenttorepairmycarthisweek?我能不能预约这周修理一下我的车?sometimethisweek这个星期随便什么时候EitheronWednesdayorThursday.星期三或星期四都可以Woulditbepossibletorepairmycartomorrow?明天能修理一下我的车吗?5.6MaintenanceReception

维修接待Theunitaimstoenablestudentsto:Developtheirabilitytotalkaboutthewrongsofcars;Improveabilitytomakeagoodconversationwithcustomers;Learnsomeusefulwordsandexpressions.分项目目标Teachingobjective分项目目标ThemethodofapproachDiscussing,listening,reading,presentingandrole-playingbythestudents;Explanationanddemonstrationbytheteachers;After-classresearchandpracticebythestudents.DialogueRepairman:Nicetoyou,Mr.Tang.I’minchargeofrepairingyourcar.Customer:Nicetoyou.Repairman:what’sthematterwithyourcar?Customer:IthinksomethingmustbewrongwiththeenginebecausethereisalwaysanoisewhenIdrivethecar.Repairman:Oh,thepistoniswornoutbyuse.Repairman:I’msosorrytohavecausedyousomuchinconvenienceandIhavetoreplaceit.Letmehavealookatyourwarrantycertificate?Customer:Hereitis.Tobecontinued

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.WordsandPhrases1.piston['pistən]n.【机】活塞，柱塞2.inconvenience[͵inkən'vi:njəns]n.不方便，不自由;为难之处，麻烦的事3.replace[ri(:)'pleis]vt.代替，取代(by,with);接替，替换4.warranty['wɔrənti]n.保证(书);【律】(商品等的)保单5.certificate[sə'tifikit]n.证(明)书，执照，文凭;单据，证券6.expire[iks'paiə,eks-]vi.满[到]期，届满;断气，死，熄灭7.unit['ju:nɪt]n.个体，(计量)单位，(军队的)部队单位NotesNicetoyou.见到您很高兴。inchargeof负全责,经管,照顾what’sthematterwith………出了什么问题?wornout用坏,克服,消磨,疲劳warrantycertificate保修单chargefor收费atanyexpense任何代价It’smypleasure.不客气，这是我的荣幸。

RelatedLinksWhat’sup?什么问题?Itisduetodamageonland.是由于路上碰撞。Wouldyoupleasefirstofallstatethefacts.你能先给我们说说具体情况吗?Wearereallydistressedtolearnthatithascausedyousomuchinconvenience.得知给您带来诸多不便我们深感不安。Weassureyouofourbestserviceatalltimes.我们保证向您随时提供最佳服务。

RelatedLinksMayitwilltakeabitlongertime.时间还需长些。Wesparenoeffortsinendeavoringtobeofservicetoyou.我们不遗余力为您效劳。Anyway,we’lllookintoitandcheckhowtomakeitgood.不管怎么样,看一看怎么来补救。Ifthereisanythingwecandotohelpyou,weshallbemorethanpleasedtodoso.您若有所需,我们一定尽力效劳。Butinthiscase,theyhavefailedtoliveuptotheirhighdemand.但在这种情况下,没有达到他们的要求。

5.7Users'Feedback

用户反馈Theunitaimstoenablestudentsto:Developtheirabilitytomakeagoodimpressiontocustomers;Improveabilitytomakeagoodconversationwithcustomers;Learnsomeusefulwordsandexpressions.分项目目标Teachingobjective分项目目标ThemethodofapproachDiscussing,listening,reading,presentingandrole-playingbythestudents;Explanationanddemonstrationbytheteachers;After-classresearchandpracticebythestudents.DialogueSalesman:Hello,thisisTengDaAutomobileCompany.I’mcallingtoknowwhethereverythinghasgonewellwithyourcar’sengine.Customer:Thanksalot.Itworksexcellentlyafterbeingrepaired.Salesman:I’mveryhappytohearyousaysoandIdohopetheminorproblemdidn’tcauseyoumuchinconvenience.Customer:Thankyouverymuchforyourgoodservice.I’msureyourcompanywillbemakingmoremoney.Salesman:Itisalwaysourpolicytogivereliableandsatisfactoryservicestoourclients.Let’sfindoutwhatyoulikebydoingamarketresearchanditwillgiveusanindication.Customer:OK,IfeeltheopeningtimeofyourcompanyistooshortthatIhavetorepairmycaratweekend.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.WordsandPhrases1.excellently['eksələntli]adv.优良地，杰出地，出色地2.minor['mainə]adj.较小的，较少的3.policy['pɔlisi]n.政策，方针，策略，保险单4.reliable[ri'laiəbl]adj.可靠的，可信赖的，确实的5.satisfactory[͵sætis'fæktəri]adj.令人满意的(to)，圆满的，良好的;符合要求的6.indication[͵indi'kei∫ən]n.指示，象征，暗示7.suggestion[sə'dӡest∫ən]n.建议，提议，意见8.reply[ri'plai]n.答复，回答，答辩9.opinion[ə'pinjən]n.意见,，看法，评价，主张Notesmarketresearch市场调查warm-hearted热情的thinkitover考虑一下gointoitfurther深入Seeyoulater.再见。Let’sfindoutwhatthecustomerlikesbydoingamarketresearch.

我们做个市场调查看一看顾客的喜好。RelatedLinksHowdidyoufindthatlastlotofdamper?你认为上一批减震器如何?Nowwhat’stheproblemwiththelatestlotexactly?最近这批货究竟出了什么问题?Businesshasn’tbeenverybriskinourlinerecently.我们最近的生意不是很好。IthinkI’dbettermakeadetailedinvestigation.我想我可以做一个详细的调查。Onereasonis,thatthemarkethasbeensluggish.Anotherreasonistoomanysuppliers.原因之一是市场已经疲软，另一个原因是供应商太多了。

RelatedLinksHowdoyouaccountforthat?Nodemandorover-stock?你认为是什么原因呢?是没有需要呢，还是库存太多呢?Withoutanydoubt,appearancecomesbeforeprice.外观比价格更重要，那是不容置疑的。Pleasewriteyourname,addressandphonenumberintheform.请在这张表格上写上您的名字、地址和电话号码。It’llgiveusanideaatleastandwewilldosomeadaptingbasedonresearch.至少会给我们一定的启示，并且在调查的基础上我们可以做一些相应的调整。

9.8ReplyforCustomers'Complaints

接受顾客投诉Theunitaimstoenablestudentsto:Developskillstomakeanddealwithcomplaints;Learnhowtokeepacustomerhappy;Learnsomeusefulwordsandexpressions.分项目目标Teachingobjective分项目目标ThemethodofapproachDiscussing,listening,reading,presentingandrole-playingbythestudents;Explanationanddemonstrationbytheteachers;After-classresearchandpracticebythestudents.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.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.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.WordsandPhrases1.complain[kəm'plein]n.抱怨，投诉2.corporation[͵kɔ:pə'rei∫ən]n.公司3.unpleasant[ʌn'pleznt]adj.不高兴的4.incident['insidənt]n.小事件;插曲;事变5.inconvenient[͵inkən'vi:njənt]adj.(引起)不方便的;麻烦的;困难的6.claim[kleim]n.要求，要求权，断言，权利

WordsandPhrases7.untenable['ʌn'tenəbl]adj.(论点等)站不住的;守不住的8.compensate['kɔmpənseit]vt.偿还，补偿，付报酬9.evidently[kleim]n.要求，要求权，断言，权利

10.settle['setl]vt.解决11.issue['isju:]n.问题;争端;论点12.amicably[`æmɪkəblɪ]adv.友善地Notesmakeacomplain投诉WiperWash雨刮器theotherday某一天（特指)somethingwrong不定代词后加上形容词,翻译成“有些东西坏了”besure确信regularcustomer老客户meetwith碰巧遇上，单独的meet,其含义是“遇到”compensateforyourloss赔偿您的损失paydamages赔偿损失co-operation合作RelatedLinksI’msureyouitwon’thappenagain.我保证不会再发生了。Imustapologize.Itmaybethenewreceptionist.我必须道歉,可能是新来的接待员的原因。Wewouldagainaskyouforyourmercyinthisinstance.对于此事,再次请求您宽容。Weagainapologizeforcausingyoumuchinconvenience.再次为给您带来诸多不便表示歉意。Wewilldoourbestnottorepeatsuchafailureinfuture.本公司将竭尽所能,今后不再重复同样的失误。

RelatedLinksI’mafraidIhavegotacomplaintaboutthequality.恐怕我要谈谈质量问题。What’stheproblem?什么问题?I’msorrytosaythisdesignisnotsosatisfactory.很遗憾，这个样式不太令人满意。It’sreallythemostdifficulttransactionI’veeverdone.我真是从未做过这么难做的生意。We’renotatallsatisfiedwiththequalityofthesegoods.对于这些产品质量我们丝毫不满意。

RelatedLinksIhopeit’snothingserious.希望不是什么严重问题。We’llmakeathoroughinvestigation.我们要进行彻底调查。Haveyouhadsimilarcomplainsfromotherusers?贵公司没有其他的用户有过同样的抱怨吗?Itisamistake.Nodoubtaboutthat.那是个错误，毫无疑问的。

10Frequently-SeenEnglishIdentifierofImportedVehicles

进口汽车常见英文标识10.1MarksofVehicleModel

汽车车型品牌标识Theunitaimstoenablestudentsto:Knowaboutthemarksofvehiclemodel分项目目标Teachingobjective分项目目标ThemethodofapproachExplanationanddemonstrationbytheteachers;After-classresearchbythestudents.HomemadeSeries

国产车系HomemadeSeries

国产车系

EuramericanSeries欧美车系

EuramericanSeries

欧美车系

EuramericanSeries

欧美车系

EuramericanSeries

欧美车系

EuramericanSeries

欧美车系

AsianSeries亚洲车系

AsianSeries亚洲车系10.2VehicleIdentificationNumber(VIN)

汽车识别代码(VIN)Theunitaimstoenablestudentsto:knowabouttheVINlearnhowtousetheVIN分项目目标Teachingobjective分项目目标ThemethodofapproachDiscussing,listening,readingbythestudentsExplanationanddemonstrationbytheteachers;After-classresearchbythestudents.VINAVINnumber,orVehicleIdentificationNumber,isaunique"fingerprint"assignedtoavehicletoallowittobeidentified.

Allvehiclescurrentlymadeinquantitiesover500arerequiredtohaveaVINnumberassignedtothem.VINnumbershavetakenavarietyofshapesovertheyears.InearlycarsaVINwassimplyaserialnumber,recordingwhatsequentialnumberavehiclewasintheproductionrun.Theidentificationnumberwasinconsistentandoverlappedacrossmanufacturers.Thiscausedendlessconfusionwhenpeoplewantedtoidentifyaparticularcar.VINThenmanufacturersstartedencodingotherinformationintotheVIN,suchasmanufacturercode,year,evenmodelnumber.Thismadeiteasierforpeopletoassociatevehiclestoauniqueidentifier.TheVINbecameamoreimportanttooltobothmanufacturersandowners.Butstillunfortunatelythesystemwasflawed.SincenooneoversawhowVINnumberswerecreatedandassignedtherewasstillagreatchancethattherewouldbeoverlapbetweenmanufacturers.Italsopreventedanyonefromlookingatavehicleidentificationnumbersolelyandbeabletopositivelyidentifyacarjustbythatnumber.VIN

Modern-dayVehicleIdentificationNumbersystemsarebasedontworelatedstandards,originallyissuedbytheInternationalOrganizationforStandardization(ISO)in1979and1980;ISO3779andISO3780,respectively.CompatiblebutsomewhatdifferentimplementationsoftheseISOstandardshavebeenadoptedbytheEuropeanUnionandtheUnitedStatesofAmerica.ThisstandardizationofVINnumbersmeantthatauniqueseriesofdigitscouldfinallybeassignedtoonlyonevehicle,withoutthepossibilityofoverlap.The17-characterVINwasborn.EveryonefrompartsmanufacturerstolawenforcementuseVINnumbersVINtotrace,track,andpositivelyidentifyvehicles.EachmodernvehiclehastheVINnumberprintedinseveralplacesonthevehicle,includingontheframe.Thisallowsidentificationeveninthecaseofseveredamagefromaccidentorfire.It'sagoodideatobeawareofyourVINnumber.It'snotnecessarytokeepitsecret,aseverycarhasitclearlyprintedonitinplainsight.Butit'sagoodideatohavethisnumberhandy(suchasonacopyofyourregistration)incaseoftheftorcatastrophicdamage.

奥迪汽车股份公司VIN编码规则与含义位置号含义1Manufacturingcountry汽车生产国家W—Germany德国2~3Make生产厂商AU—Germany奥迪汽车公司4Carlineseries车型品牌系列A—A62.8B—A4Turbo增压发动机车型B—A62.8Quattro四轮驱动车型B—A8C—A4Turbo增压发动机车型D—A4E—A4Quattro四轮驱动车型5Enginetype发动机类型A—2.8LV6172hp（马力）A—2.8LV6200hp（马力）B—1.8L4-cyhindertrubo4缸增压发动机C—2.8LV6172hp（马力）F—3697cc8—cylinder3697cc8缸发动机G—4172cc8—cylinder4172cc8缸发动机

奥迪汽车股份公司VIN编码规则与含义6Restraintsystem安全系统0—activebelt主动式安全带3—Dr/passairbag+Fr&Rrsideairbags驾驶员/乘客安全气囊+前、后侧面安全气囊4—ELRA紧急锁紧式安全带5—driverairbag驾驶员侧安全气囊8—driverandpassengerairbag驾驶员和乘客安全气囊7~8Model车型8D—A44A—A6wagon（旅游车）4B-A64I-A89Checkdigit工厂检验数字0through9or0~9或x10Modelye