汽车英语4—汽车英语实训篇 Module 2 Project 2 receiving Customers Service Agency.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：用标准礼貌的用语接听电话、记录信息、安排预约时 间，迎接客户，准备预约项目，判断维修类型如报价、 零件准备、预估交车时间等。 实训目的：应知：了解售后服务顾客接待的工作流程及规范的礼貌 接待用语。 应会：能够使用规范的礼貌用语接待顾客，预约时间, 车进行环车初检，填写施工单，解释项目，估算时间和 价格，请顾客确认。 Project 2 receiving Customers Service Agency 尚辅网 Part I Workplace in Miniature Direction: Watch the video carefully and finish the tasks below. 尚辅网 Scene 1 I Need a 15,000-Kilometer Service Mr. Martin comes to the service agency. He needs a 15,000-kilometer service. Liu Yan: Morning! I’m Liu Yan. What can I help you? Mr. Martin: Hi! I’m in a hurry. Liu Yan: Please go ahead. Mr. Martin: I come here early because I’m taking my kids to climb the mountains. Anyway, I need a 15,000-kilometer service. My kids are really looking forwards to this trip. I just want to be sure that my car is