汽车英语4—汽车英语实训篇 Module 2 Project 6 Follow up After Service.ppt

尚辅网 尚辅网 * * Owner： Miss Brown Address： Beijing Road, NanjingNumber VINType/ColorReceiving DateContactZJG 3688879999Dark blueJune30, 2010Shelly BrownTypeBuying DateDriving Miles Intended Delivering DateTelephoneJT 180June, 3. 200010,000June 30. 20101335576689Basic Situation Check （Normal√ abnormal ×）一、Car Body Electrical Equipment （ □Components □Circuit light □Air Conditioner ）二、Engine （□rare sound □ Technical condition）三、Chassis （□Front Axle □Transmission System □Back Axle）四、Gage （□Check Engine Warning Light □gages）Customer’s complaints, maintenance item, and requirement：There is something wrong with the car engine. Sometimes it gives in only after it starts just for one or two minutes. Sometimes it doesn’t start at all. The car is warm when it starts every time. * ? 2010 Abby ? 2010 Abby ? 2010 Abby 尚辅网 站长站素材 SC.chinaz.COM Module 2 After-sales Service 尚辅网 Contents 目录 Situational Practice Workplace in Miniature Secret to Your Success in Career Part I Part I Part I 尚辅网 岗位要求：通过电话等方式跟踪顾客，询问车辆使用情况，快速处 理客户抱怨，通知客户下次保养时间 实训目的：应知：了解售后服务跟进顾客的方式及工作流程 应会：能够使用规范的礼貌用语，对客户进行跟进，询 问车辆使用情况，快速处理客户抱怨，通知客户下次保 养时间 Project 6 Follow-up After Service 尚辅网 Part I Workplace in Miniature Direction: Watch the video carefully and finish the tasks below. 尚辅网 Scene 1 Are You Satisfied with Our Service? Mr. Li is calling to know if Mrs. White is satisfied with the service. Mr. Li: Hello, excuse me; this is Li Jiaming from shuntong 4s Agency. Is that’ Mrs. White, please? Mrs. White: Yes, this is. What’s the matter? Mr. Li: Oh, was your car repaired on June 5 in our agency? Mrs. White: Yes, why? Mr. Li: I’m calling to know if you are satisfied with our service. Is it convenient to answer my questions? It will not spend your time too long. Mrs. White: Please go ahead. Mr. Li: Are you