汽车商务英语(第二版)全套课件.ppt

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. Automobile Insurance 1 Customer Feedback 2 Settling Complaints 3 Maintenance Reception 4 Automobile Maintenance and Repair 5 * 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 a