實用商務英語 售后服務

4　售后服務

你將聽到的

找負責人

I want to see the one who is responsible for selling computers.

說明情況

After you hit the keys on the computer keyboard, the instructions don't appear on the screen.

描述問題

Nothing can be displayed on the screen.

申請維修

Can you have it repaired?

維修費用

It is very expensive to pay for repairing after the expiration of the guarantee, isn't it?

你也許會說

保修服務

We guarantee the quality of the product we've sold for one year.

質(zhì)量追蹤

How are the responses to our products from the clients?

職場心經(jīng)

現(xiàn)代商業(yè)競爭已不僅僅是技術和產(chǎn)品質(zhì)量的競爭，技術水平的日益提高導致不同廠商之間的產(chǎn)品質(zhì)量所差無幾，因此售后服務便成為商家競爭的焦點。

為了在競爭中爭取主動，各商家均有完善的售后服務，免除了顧客的后顧之憂。當然，根據(jù)規(guī)定或商品的特性，也有的不能提供某些售后服務項目。因為售后服務的商品軟價值，是商品硬價值的補充，所以售后服務已成為公司保持或擴大市場份額的重要條件。

售后服務的優(yōu)劣能夠影響消費者的滿意程度，在推銷過程中，推銷員適時介紹商品的保修、售后服務等有關規(guī)定可使顧客吃下定心丸，使其擺脫疑慮、搖擺的心態(tài)，下決心購買所推銷的商品。

必備的詞匯熱身

●　simple [?simpl] adj.簡單的

●　warranty [?w?r?nti] n.保修單，保修期

●　defective [di?fektiv] adj.有毛病的

●　crack [kr?k] n.裂縫

●　repair [ri?pε?] v.修理

●　glorious [?ɡl?:ri?s] adj.榮譽的，光榮的

●　achievement [??t?i:vm?nt] n.成就

當提到售后服務的時候你會聽到

I want to see the one who is responsible for selling computers.

我想見見負責銷售計算機的人。

After you hit the keys on the computer keyboard, the instructions don't appear on the screen.

您按了鍵盤上的鍵之后，熒屏上不顯示指令。

Nothing can be displayed on the screen.

顯示屏上什么也看不見。

Can you have it repaired?

你能讓人修好它嗎？

It is very expensive to pay for repairing after the expiration of the guarantee, isn't it?

保修期過了之后維修費很高，是嗎？

當提到售后服務的時候你會說

1．We guarantee the quality of the product we've sold for one year.

我們售出的產(chǎn)品質(zhì)量保一年。

2．I'll certainly look into that.

我一定查清此事。

3．How are the responses to our products from the clients?

使用我們的產(chǎn)品后客戶的反應怎么樣？

4．Our company needs more feedback from the consumer in order to improve our goods.

我公司需要從消費者那里得到更多的反饋信息以提高產(chǎn)品質(zhì)量。

5．We will follow the contact about the quality of our products and the suggestions from the clients.

我們會定期地和你們聯(lián)系，跟進產(chǎn)品的質(zhì)量和客戶意見。

6．We provide you with a variety of maintenance services to increase performance and lifespan of our products.

我們可以為您提供各種維修服務來提升我們產(chǎn)品的性能并延長壽命。

7．In most cases, your screen needs a professional cleaning, due to the increasing dust.

在多數(shù)情況下，可能由于積塵的緣故，顯示屏需要進行一次專業(yè)的清理。

8．You can contact one of our service branches all over the city.

您可以聯(lián)系我們遍布全市的任何一個維修點。

9．Can I see the receipt?

我能看一下發(fā)票嗎？

10．Your guarantee will offer you free service and parts.

憑保修單您可以享受免費維修服務。

拓展學習

售后回訪

A：You may dial our 24-hour hot-line for business information.

您可以撥打我們的24小時熱線電話進行業(yè)務咨詢。

B：OK. I think your service is really nice.

好的，我認為你們的服務真的很棒。

Please give us your valuable comments about the product's quality.

對于產(chǎn)品質(zhì)量請給我們提寶貴意見。

I wish you can give us comments or suggestions any time.

我希望您將來能隨時給我們提意見和建議。

Please take care of the business card and service card.

請您保管好公司的業(yè)務卡和售后服務卡。

費用收取

A：I afraid it is out of warranty.

恐怕已經(jīng)過了保修期。

B：We charge for the replacement parts only then.

那我們只收取零件費。

Please come to us for a free cost estimate.

檢測是免費的。

But professional cleaning should be charge.

但專業(yè)清理的費用是需支付的。

場景應用

露西對售后服務工作掌握得非常細致，并且掌握了不少技巧。

A：Lucy, do you understand what job you're doing?

B：Yes. My job on the whole is to offer after-sale service to make our products stay sold.

A：That's right. But do you have an idea of how to do your job well?

B：I think I do. It's part of my job to find out how customers are using our company's products and give them any information they need about our products.

A：This is not an easy job. You must work hard and always keep your head fresh and well informed.

B：Yes. I always keep files of information about our products and customers in order to make it easy to find any document or record when needed.

A：Oh good! And what are all these printed sheets about?

B：They're quality inquiry sheet to be sent to our customers.

A：That's interesting.

B：Yes. They're something helpful. You see, we need feedback from our customers, whether negative or positive, to see how well our products are working and what comments our customers have on them. Customers don't buy products. They buy results.

A：露西，你了解你的工作性質(zhì)嗎？

B：是的，簡單地說就是售后服務，保證產(chǎn)品的良好銷售。

A：對。你對做好這項工作有自己的見解嗎？

B：是的。我工作的一部分是了解客戶對產(chǎn)品的使用情況并向他們提供所需的產(chǎn)品的信息。

A：那可不是件簡單的工作。你要努力的工作，要保持頭腦充實才行。

B：我總是把客戶和產(chǎn)品的信息歸檔，以便使用方便。

A：哦，好的。這些印刷品是什么？

B：這些是產(chǎn)品的質(zhì)量調(diào)查。

A：這很有意思。

B：是的，它們很有用處。你知道，我們需要客戶的反饋信息，不論是積極的還是消極的，都有助于我們了解產(chǎn)品的質(zhì)量，了解客戶的評價?？蛻糍I的是產(chǎn)品的效果，并不單是產(chǎn)品。

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as a whole，on the whole這兩個搭配的用法如下：

on the whole：總的來說，總體來說，總的看來，大體上，大體上看

On the whole, I'm in favor of the proposal.

總的說來，我贊成這個提議。

The two buildings are similar on the whole.

從整體來看，這兩幢樓是相似的。

as a whole：作為一個整體，整個看來，整個來說，總體上，通盤

This scandal will reflect badly on the Party as a whole.

這件丑聞可以說明這個黨在整體上不健康。

The population as a whole is/are in favor of the reform.

全體人民普遍擁護改革。

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在對產(chǎn)品留下了深刻的印象之后，客戶想進一步了解產(chǎn)品的售后服務，朱迪耐心地為對方進行了講解。

A：We are really quite impressed by your product. As for the after-sale service, we have some questions to ask you.

B：I'm glad you asked about that.

A：I see you have several regional offices in China. Are they all equipped to provide repair service?

B：Yes. Fully-trained engineers staff each office. If any trouble arises, we can deal with it promptly. Repairs take a maximum of 2 days.

A：How long is the warranty?

B：The main mechanism carries a three-year warranty. Any peripheral equipment is guaranteed for one year. Within the warranty periods, all repairs are free.

A：What about after the warranty expires?

B：All repairs are billed at cost.

A：我們對你們的產(chǎn)品印象很深刻。至于售后服務，我們還有一些問題需要問你們。

B：很高興您問到這個問題。

A：我看見你們在中國有幾個區(qū)域辦事處。全部有修理服務嗎？

B：有的，每一個辦事處都有訓練有素的工程人員。如果有任何問題發(fā)生，我們立刻就能解決，修復時間最多不超過2天。

A：保修期多久？

B：主要的機械裝置附有3年的保修；其他周邊設備則保修1年。保修期間，所有修理費用全免。

A：保修期限過后呢？

B：一切的修理只收取成本費。

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be impressed by\with被深深打動

例：I was very impressed with their craftsmanship.

他們的工藝給我留下了深刻印象。

I believe the audiences will be deeply impressed by the story and scenery。

我相信這部影片的情節(jié)和場面一定會給觀眾留下深刻印象。

在這里，by和with起的作用基本相同，表述的是被打動的理由，而by更強調(diào)這個理由，with弱一點。

還有一種用法：have impressed on意思是對某事物起著重要影響，是指前者對后者的影響。

例：Your exhibits have impressed me with the high speed of development.

貴方展品給我留下了高速發(fā)展的深刻印象。

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