Unit 5 售后服务 After sale Service

Section A: Listening

1. Pre-listening Vocabulary

Tangible

Intangible

Deed

Performance

Warranty

Associate with

Satisfied one’s need

Intangibility

Inseparability

Provision

Perishability

Diversity

Stem from

Labor intensive

Diversified

Variation

2. Hash then listen

Goods are those tangible products that consumers can physically possess. Services are intangible products involving a deed, a performance, or maintenance that can not be physically possessed. Take an automobile for example; when a consumer purchases a car, he takes ownership of a physical item. But the warranty associated with the purchase is the service. The basic concept of services is to satisfy customers’ needs. In other words, the seller must provide the right service for the right people at the right place and at the right time. The seller must also communicate with consumers to make them aware of the services available to them. To understand the question of services, it is necessary to make clear the characteristics of services. Services have four basic characteristics: Intangibility, inseparability of provision and consumption, perishability and diversity. Intangibility stems from the fact that services are performances. They can not be seen, touched, tasted or smelled, nor can they be possessed. Related to intangibility, is inseparability of production and consumption. Services are normally produced at the same time they are consumed. Because provision and consumption occur at the same time, services are also characterized by perishability. Finally, because most services are labor intensive, they are diversified. That’s to say, there are maybe variation from one service to another or from day to day.

Section B: speaking up

1. Typical dialogue.

1) Background information: Roger, from the after sales department of DIC Co., Ltd., comes to the Architectural Designing Institute for the after sale service. Mr. Jason Cooper, who is in charge of the computer room, receives him.

Roger, Mr. Jason Cooper.

2) Practical dialogue

I am Roger, from the after sale department of DIC. We are investigating the quality of our products. I am here to heed your feedback opinions about our computing equipment.

Yes, we bought a batch of computers and peripheral devices from your company last August.

Is this batch of equipment going on well?

Yes, it’s all right. Technically speaking, the equipment is stable and reliable and goes on well.

Did anything go wrong?

Yes, but it was solved quickly after consulting your company.

Anything else needs to be done?

No, nothing at present.

Would you please fill in the product quality investigation form?

OK, I’ll fill it in.

Do you mind signing your name here and here? Our company wants it.

No, done. You take serious attitude towards your after sale service.

Yes, we do. Thank you. Bye for now.

2. Typical dialogue

1) Background information: In the sales department, the salesman’s introduction of their after sale service duly removes the doubts of Sam Yang. Salesman, Mr. Sam Yang.

2) Practical dialogue:

I am quite impressed by your sporting motor bicycles.

But you’ll be more impressed by our after sale service.

How is it?

Take America. We have dozens of regional offices there. Each office’s staffed with fully-trained technicians who are available for after sale service.

But it will cost you a lot of money and human labor. How do you solve this problem?

You’ve asked a good question. In each office, our technicians repair not only our sporting motor bicycles, but also similar products from other sources from which they are designed to make profit.

How long will you get your products repaired in case of any trouble?

We can deal with it properly. Repair’s taking maximum of three days.

How long is the guarantee of your sporting motor bicycles?

The main mechanism is guaranteed for 3 years and any peripheral equipment for two years. Within the guarantee periods all repairs are free.

I think I’ll make purchases from you.

Vocabulary aid

Dialogue 1

Heed

Feedback opinion

Batch

Peripheral device

Technically

Consult

Attitude

Dialogue 2

Sporting motor bicycle

Take America

Staff

Fully trained

Technician

Source

Design

Guarantee

Mechanism