商务英语口语实训Unit13 AftrSale Service.pptVIP

Unit Thirteen After-Sale Service 售后服务 Part one Warm-up:  (1) What should be paid special attention when you are going to answer the customers’ questions about after-sale service. Discuss this topic with your partners in groups. Reference Answers (1)Solve the most important problems first, and then the less important ones. 先解决主要的问题。 (2) Don’t explain with such words as ‘absolutely’, ‘must’. 不要讲太绝对的话。 (3) Bear yourself well. 举止大方。 Key Word(s)：delivery Do you have home delivery service? 请问你们有送货到家服务吗? The store is more than happy to deliver goods to your home.本商店很乐意为你送货上门。 We would deliver goods to business unit and ensure proper storage of such food items.我们会搬运货物到业务部门并确保这些食品妥善存放。 Key Word(s)：air transportation空运 sea transportation海运 The goods were transported by air.货物是用飞机来运输的。 Please have the goods transported by air.请空运此批货物。 Please tell me that whether the cargo will be transported by air freight or ocean shipment.请告知这批货是走空运还是走海运。 Key Word(s)：anything wrong Is there anything wrong with the car?这辆车出毛病了吗？ Is there anything wrong with the radio?收音机是否有毛病了？ Is there anything wrong with your order, sir/madam?您的菜有什么问题吗？先生/夫人。 Key Word(s)：refund退款 Please know that I will refund all of you money if the package gets lost.请我会退还所有的钱，你如果包装丢失的话。 If you do not refund all of the money we have paid, we shall have no choice but to seek legal advice in the matter.如果您不能全额退还我们的货款，我们别无选择，只能向律师征询法律意见。 Why cant you refund the money directly? 为什么不能直接退钱给我? Key Word(s)：contact the after-sales service department We pay more attention to after-sales service, and keep contact with our customers. 公司更重视售后服务，安装完毕，保持与客户的联系。 Our company will be dedicated to provide you with high-quality after-sales service system.公司将热诚为您提供优质的售后服务体系！ Key Word(s)：warranty  How long is the warranty good for? 保修期是多长时间？ Youd better hope you warranty is still good. 你最好希望你的保修期还有效。 This warranty is good for one year after the date of the purchase of the product. 本保证书自购置此产品之日起有效期为一年。 Part Three Classroom Activ