实用商务英语 售后服务

4　售后服务

你将听到的

找负责人

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

说明情况

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

描述问题

Nothing can be displayed on the screen.

申请维修

Can you have it repaired?

维修费用

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

你也许会说

保修服务

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

质量追踪

How are the responses to our products from the clients?

职场心经

现代商业竞争已不仅仅是技术和产品质量的竞争，技术水平的日益提高导致不同厂商之间的产品质量所差无几，因此售后服务便成为商家竞争的焦点。

为了在竞争中争取主动，各商家均有完善的售后服务，免除了顾客的后顾之忧。当然，根据规定或商品的特性，也有的不能提供某些售后服务项目。因为售后服务的商品软价值，是商品硬价值的补充，所以售后服务已成为公司保持或扩大市场份额的重要条件。

售后服务的优劣能够影响消费者的满意程度，在推销过程中，推销员适时介绍商品的保修、售后服务等有关规定可使顾客吃下定心丸，使其摆脱疑虑、摇摆的心态，下决心购买所推销的商品。

必备的词汇热身

●　simple [ˈsimpl] adj.简单的

●　warranty [ˈwɔrənti] n.保修单，保修期

●　defective [diˈfektiv] adj.有毛病的

●　crack [kræk] n.裂缝

●　repair [riˈpεə] v.修理

●　glorious [ˈɡlɔ:riəs] adj.荣誉的，光荣的

●　achievement [əˈtʃi:vmənt] n.成就

当提到售后服务的时候你会听到

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

我想见见负责销售计算机的人。

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

您按了键盘上的键之后，荧屏上不显示指令。

Nothing can be displayed on the screen.

显示屏上什么也看不见。

Can you have it repaired?

你能让人修好它吗？

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

保修期过了之后维修费很高，是吗？

当提到售后服务的时候你会说

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

我们售出的产品质量保一年。

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?

使用我们的产品后客户的反应怎么样？

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

我公司需要从消费者那里得到更多的反馈信息以提高产品质量。

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

我们会定期地和你们联系，跟进产品的质量和客户意见。

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

我们可以为您提供各种维修服务来提升我们产品的性能并延长寿命。

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

在多数情况下，可能由于积尘的缘故，显示屏需要进行一次专业的清理。

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

您可以联系我们遍布全市的任何一个维修点。

9．Can I see the receipt?

我能看一下发票吗？

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

凭保修单您可以享受免费维修服务。

拓展学习

售后回访

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

您可以拨打我们的24小时热线电话进行业务咨询。

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

好的，我认为你们的服务真的很棒。

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

对于产品质量请给我们提宝贵意见。

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

我希望您将来能随时给我们提意见和建议。

Please take care of the business card and service card.

请您保管好公司的业务卡和售后服务卡。

费用收取

A：I afraid it is out of warranty.

恐怕已经过了保修期。

B：We charge for the replacement parts only then.

那我们只收取零件费。

Please come to us for a free cost estimate.

检测是免费的。

But professional cleaning should be charge.

但专业清理的费用是需支付的。

场景应用

露西对售后服务工作掌握得非常细致，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，你了解你的工作性质吗？

B：是的，简单地说就是售后服务，保证产品的良好销售。

A：对。你对做好这项工作有自己的见解吗？

B：是的。我工作的一部分是了解客户对产品的使用情况并向他们提供所需的产品的信息。

A：那可不是件简单的工作。你要努力的工作，要保持头脑充实才行。

B：我总是把客户和产品的信息归档，以便使用方便。

A：哦，好的。这些印刷品是什么？

B：这些是产品的质量调查。

A：这很有意思。

B：是的，它们很有用处。你知道，我们需要客户的反馈信息，不论是积极的还是消极的，都有助于我们了解产品的质量，了解客户的评价。客户买的是产品的效果，并不单是产品。

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as a whole，on the whole这两个搭配的用法如下：

on the whole：总的来说，总体来说，总的看来，大体上，大体上看

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

总的说来，我赞成这个提议。

The two buildings are similar on the whole.

从整体来看，这两幢楼是相似的。

as a whole：作为一个整体，整个看来，整个来说，总体上，通盘

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

这件丑闻可以说明这个党在整体上不健康。

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

全体人民普遍拥护改革。

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在对产品留下了深刻的印象之后，客户想进一步了解产品的售后服务，朱迪耐心地为对方进行了讲解。

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：我们对你们的产品印象很深刻。至于售后服务，我们还有一些问题需要问你们。

B：很高兴您问到这个问题。

A：我看见你们在中国有几个区域办事处。全部有修理服务吗？

B：有的，每一个办事处都有训练有素的工程人员。如果有任何问题发生，我们立刻就能解决，修复时间最多不超过2天。

A：保修期多久？

B：主要的机械装置附有3年的保修；其他周边设备则保修1年。保修期间，所有修理费用全免。

A：保修期限过后呢？

B：一切的修理只收取成本费。

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be impressed by\with被深深打动

例：I was very impressed with their craftsmanship.

他们的工艺给我留下了深刻印象。

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

我相信这部影片的情节和场面一定会给观众留下深刻印象。

在这里，by和with起的作用基本相同，表述的是被打动的理由，而by更强调这个理由，with弱一点。

还有一种用法：have impressed on意思是对某事物起着重要影响，是指前者对后者的影响。

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

贵方展品给我留下了高速发展的深刻印象。

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