Vocabulary 必用词汇
1. surveyn. 调查
I need to see the results of your survey before making a recommendation.
在做出推荐之前，我需要看到意见调查的结果。
同义词：measurement
2. share占有率
What's the market share held by your plant？
贵厂的市场占有率是多少？
同义词：occupation
3. costn. 成本
Could you tell me the cost of production per unit？
请您告诉我每件产品的生产成本好吗？
同义词：costing
4. percentagen. 比例
What's the percentage of overseas markets in proportion to domestic markets for your product？
贵厂产品的内销与外销比例是多少？
同义词：ratio
5. annual 年度的
What's the total amount of your annual sales？
请问贵公司年度总销售额是多少？
同义词：year's
6. justify 证明……正确的
This market report does not justifyyour price adjustment.
这份市场报告并不能证明你方调价是有道理的。
同义词：rationalize
7. convince 使……信服
Their good service and quick response convinced us that the company was quite efficient.
他们的良好服务和迅捷回应使我们相信，这家公司的工作效率很高。
同义词：assure
8. tight紧的，紧张的
The supply of the raw materials is comparatively tight for the time being.
目前材料的供应比较紧张。
同义词：firm
9. rangen. 范围，产品系列
It covers a wide range of technologyand equipment.
其中包括品种繁多的技术和设备。
同义词：extent
10. supreme 最重要的
It is the supreme quality that is themost competitive in market.
优良的产品质量才是市场上最具有竞争力的。
同义词：uppermost
1market analyst 市场分析人员；
2marketing assistant 市场助理；
3product manager 产品经理；
4product supervisor 产品主管；
5trade marketing supervisor市场通路主管；
6promotions manager 促销经理；
7qualitative research 定性研究；
8motivation research 动机研究；
9multi-dimensional scaling多方面衡量；
10multi-brand strategy多品牌战略；
11price analysis 价格分析；
12price sensitive 价格敏感；
13price discrimination 价格歧视；
14recommended price 建议价格；
15impulse buying 冲动购买；
16deive research描述性调研；
17exploratory research探测性调研；
18causal research 因果性调研；
19experience survey 经验调查；
20case analysis 案例分析；
Phrases 常用短语
David： I went over the sales figures in the market research report. If you takethat report and compare it with our survey of consumer buying habits，
there's only one conclusion...
Kate： What's that？
David： It seems this market is sensitive to price. When our product was marketup at a higher introductory price， our sales after product launch werevery low. At a discounted introductory priced， we landed more sales.
Kate： So， we should start low？
David： I think that would be a good idea. Price is an important variable in ourmarket， so we can use it to build our customer base. If our customersget hooked on the low introductory price， they will buy and becomemore loyal to our brand. Later on， when we hit a peak in sales and afterour customer base is sold on our products， we can bring the price up.
大卫：我看了市场调查报告中的销售数字。如果拿这份报告和我们对消费者购物习惯所做的调查相比，只有一个结论……
凯特：什么结论？
大卫：市场似乎对价格很敏感。当我们的产品价格标得较高，产品投放后，销售量就非常低。定价打折之后，销售量则大
凯特：那么我们开始时应该把价格定低吗？
大卫：我想这主意不错。价格在我们市场上是个重要的变量，所以我们可以利用价格建立我们的顾客基础。如果顾客被我们的低价位所吸引，他们就会购买我们的品牌并成为我们较忠实的消费者。日后我们创下销售纪录，在我们的产品的顾客基础稳固之后，我们再把价格提高。
Bear： Excuse me， I'm doing a market survey for a new business. I'd like to askyou a few questions if you don't mind.
David： That's fine， ask anyway.
Bear： This business will be“fast food”， so the questions will be related to that.
David： OK.
Bear： Which of the major fast food hamburgers do you prefer？
David： I like Burger King. I think you get more for your money.
Bear： Which soft drink do you prefer， Coca Cola or Pepsi products？
David： I'd rather have a Pepsi.
Bear： Would that preference be a deciding factor in which place you choose？
David： Not usually.
Bear： Are you concerned about the fat content of the food？
David： I'm not， but I know my sister is.
拜尔：打扰一下，我在为一家新店做市场调查，要是您不介意的话，我想问您几个问题。
大卫：行，问吧。
拜尔：这家店将是“快餐”店，所以问题都与快餐有关。
大卫：好的。
拜尔：主要的快餐汉堡店您最喜欢哪一家？
大卫：我喜欢汉堡王，因为买汉堡更划算。
拜尔：您喜欢哪种软饮料，可口可乐还是百事可乐？
大卫：我爱喝百事可乐。
拜尔：这个偏爱是不是您选择餐馆的决定因素呢？
大卫：一般不是。
拜尔：您是不是在乎食物里的脂肪含量呢？
大卫：我倒不在乎，但我知道我姐姐很在乎。
有关市场份额
1. Our market share has fallen in each of the last 3 quarters.我们的市场份额在过去的3个季度里连续下降。
2. We have about 5 percent of the Chinese soap market.我们大约占有中国肥皂市场5%的份额。
3. You can increase market share only at the expense ofcompetition. 如果你想提高市场份额，就必须竞争。决定实施调研活动
1. Do you have any particular plan to open up new markets？为了开拓新的市场，你有何具体计划？
2. Research really takes up lots of time and energy.研究工作确实耗费很多时间和精力。
3. We usually base our projections on the current target market.我们通常根据当前目标市场情况进行预测。
4. We must do the most complete testing possible before webegin to market it. 在该产品上市前，我们必须尽可能全面地测试。
随机调查
1. We sent questionnaires to both manufacturers and users ofelectric vehicles. 我们向电车的制造商和用户发了调查问卷。
2. We want to know how many people use the Amway detergent.我们想知道多少人在使用安利洗涤剂。
3. May I know why you've chosen that？能告诉我你为什么选择那个吗？
关于调查结果
1. The value of research is determined by its results.调研的价值是由其结果决定的。
2. We've included some of the preliminary findings.我们的报告包括了一些初步调查结果。
3. It has good prospects. 这个产品前景看好。
4. Prices will come down soon. 价格不久会下降的。
5. We're still testing the market. 我们还在测试市场。
6. The market situations is much better than we expected.市场行情比我们预计得要好得多。
7. We had no idea that the product would sell so well.我们没有想到那种产品会卖得那么好。
8. In addition to improving the quality of our products， we needopen more international market. 除了改进我们的产品质量以外，我们需要开拓更多的国际市场。
市场调研问卷(questionnaire) 是调查过程中使用的一系列问题，用以了解人们的观点(opinion)、行为(behaviour)和习惯(practice)
。市场调研经常以讨论组(a focus group)的形式进行。讨论组由若干人组成，他们参加精心组织的讨论，并对产品和服务的态度(attitude)及反应(response)提供信息资料。像这样的资料称为始资料(primary data)，而从期刊、政府出版物、网上数据库和其他来源搜集到的信息称为二级资料(secondary data)。市场调研的结果称为调研结果。在调研任务结束后要汇报调研结果。
Vocabulary 必用词汇
1. advertise 登广告
We should advertise some informa tion in newspaper.
我们应该在报纸上登些广告。
同义短语：put on an advertisement
2. cost花费，代价
We have made special arrangements at the cost of declining some ordersfromother clients.
我们作了特殊安排，代价是拒绝了其他客户的一些订单。
同义词：expense
3. magazine杂志
Maybe I should advertise our products in a magazine for female readers.
也许我应该在一份供女性读者阅读的杂志上登广告。
同义词：publication
4. commercialn. 广告
I think TV commercials would be more effective and can reach a hugenumber of consumers.
我觉得电视广告会更有效，覆盖率会更高。
同义词：advertisement
5. image形象
I think the specific product advertising hasonly limited effect. But in the long run， it'simage that really counts.
具体的产品广告，效果是有限的。然而从长远来看，企业形象才是真正重要的。
同义词：appearance
6. convey 传达
They used visuals and music to convey anoverall image， but did not say much abutthe product.
那个广告用视觉与音乐的效果来表达整体的形象，对产品的说明却很少。
同义词：inform
7. indispensableadj. 必不可少的
They have proved an indispensable role ofthe marketing process.
事实证明他们是市场环节中必不可少的一部分。
同义词：required
8. worthv. 值得
It's worth doing so long as the resultin satisfactory.
只要效果满意，这么做是值得的。
同义词：deserve
9. aimv. 对准，面向
That is to say I should aim at big importers and chain stores.
也就是说，我应面向进口商和连锁店。
同义短语：be directed at
10. publicize 做广告
In order to increase your turnover， youhave to publicize our products by allsports of means.
为了你们的贸易额，你们必须采取各种方法给我们的产品做广告。
同义词：proclaim
1work out 制定出，决定；
2come to the point 触及要点；
3airport advertising 机场广告；
4billboard advertising 路牌广告；
5brand advertising 品牌广告；
6gift advertising 赠品广告；
7light box advertising 灯箱广告；
8regional advertising区域性广告；
9magazine advertising杂志广告；
10newspaper advertising报纸广告；
11outdoor advertising 户外广告；
12poster advertising 招贴广告；
13subway advertising 地铁广告；
14yellow page advertising黄页广告；
15store advertising 店铺广告；
16brand interest 品牌兴趣；
17market share 市场份额；
18potential market 潜在市场；
19consumer behavior 消费行为；
20price element 价格因素；
Conversations 实用对话
Jack： How much does it cost if I want to have an advertisement in a magazine？
Tony： That depends on the kind of ads you want to have， for example whetheryou want to have an ad with colorful pictures or not. Normally， ads inblack and white are cheaper.
Jack： Well， I don't think I need ads with colorful pictures.
Tony： And it is relatively cheaper if you have a few more small ads than severalbigger ones.
Jack： I didn't get what you said.
Tony： I mean if it is under the same condition， the frequency you have for yourads is more important than the specification of your ads.
Jack： That is reasonable.
Tony： So， we will have some ads in black and white first.
杰克：如果我想在杂志上做广告，需要花费多少？
托尼：这取决于您想做是哪类广告，比如你是想做彩色的还是黑白的。通常黑白广告比彩色广告费用要低得多。
杰克：嗯，我认为不需要做彩色的。
托尼：一般来说多做些小广告比只做几个大广告要便宜些。
杰克：我不明白您的意思。
托尼：我是说在同一情况下，广告的次数比规模更重要。
杰克：有道理。
托尼：所以我们从做黑白广告开始。
Jack： I'm so happy to tell you that the initial results are excellent. We're gettinga lot of orders these days！
David： So our advertisements have been successful. I'm glad to hear that.
Once I help you start on the right foot， you will become a billionaire butnot only a small account for my agency！
Jack： Thank you. So I think I'll keep on running these advertisements.
David： Yes， indeed.
Jack： Now let's make a plan for the next period.
David： Yes. We can make advertisements on some popular newspaper andremember to keep good records of where you are getting orders from，so we can know which advertisements are the most effective.
杰克：很高兴告诉您初步效果非常好。这几天我们收到了许多订单！
大卫：这么说我们的广告很成功，听到这个我很高兴。一旦我帮您走上正轨，您会成为亿万富翁的，而不只是我的小客户。
杰克：谢谢您。所以我觉得广告要继续做。
大卫：是的，确实如此。
杰克：现在为下一阶段订个计划吧。
大卫：好吧。我们可以在一些受欢迎的报纸上登广告并且记录好从哪些地方得到的订单，这样咱们就可以知道哪种广告最有效。
广告投放计划
1. It is effective at building awareness， knowledge and along-term image for the product. 在为产品创造知名度、对产品的了解和建立长期的象方面，广告是很有效的。
2. We are now thinking of advertising on TV to stimulatesales. 我们正在考虑在电视上做广告刺激销售。
3. We'll have to run a good advertising campaign.我们得开展一场强大的广告攻势。
4. We may be constantly running ads in newspapers， popularmagazines and trade journals. 我们可以不断在报纸、畅销杂志及商业刊物上登广告。
5. The social and cultural aspects must be taken into accountin advertising too. 做广告时还必须考虑社会和文化的因素。
6. Though difficult and often expensive， measuring advertisingeffectiveness is essential for advertisers. 对广告客户而言，衡量广告的效果尽管很困难而且成本很高，但却十分必要。
与广告商洽谈
1. We'll be aiming at a well-off， sophisticated market.我们将目标锁定在生活优越、高水准的顾客群。
2. Can you use your advertising to drum up some business？能否凭借你的广告来促进一下业务？
3. I hope you can come up with a good marketing strategy.希望你们能想出些推销的好点子来。
如今，越来越多的公司在开展商务活动的同时，越来越注意商品的广告与营销策略。借助电视、报纸、广播、网络等方式来宣传产品，并且根据不同的市场情况而采取不同的营销策略，在注重包装的工商企业中，推销挂帅早已不足为奇，利用媒体来塑造公司或产品的形象更是今后商业竞争的主要形式。其中，电视(TV commercials)、杂志及报纸的广告(advertisements in newspapersand magazines) 最能达到效果。企业若能加以利用，必能提高销售业绩，创造更高的利润。营销主管杰克在向经理汇报最近的销售情况时说，“I think we're in good shape. ”是在向经理表示公司的运营状况良好。在The main promotion will be through advertising.
这个句子里的promotion 是促销，类似的还有，salesmanship/ sale-pushing (推销)，sole distribution（包销）等。老板说Let me check 意思等同于Let me see， 都是“让我想想”的意思。
4. Our extensive advertising has expanded the product marketfor several firms. 我们大规模的广告曾使好几家公司的产品扩大了市场。
5. All these will create a large market for your products.这些广告可以为你的产品创造很大的市场。
6. Each ad， poster， and package will contain the dragon logofor easy recognition of your products. 每一则广告、海报及包装袋都会有龙的标志以便很容易识别你们的产品。
7. Products can be dramatized through the use of color， sound，and visuals. 通过使用颜色、声音和图像等手段，产品可以得到生动的展示。
Vocabulary 必用词汇
1. rangen. 系列
We have a wide range of table clothsin stock.
我们库存有各种各样的桌布。
同义词：series
2. launchvt. 投放
This new model will be launched next month.
这种型号的产品下个月将会投放市场。
同义词：introduce
3. quantityn. 数量
Can you tell me the quantity you require？
你能告诉我你们需要的数量吗？
同义词：number
4. poor 低劣的
We've got many complaints from our customers about the poor quality of your product.
我们从客户那里接到了许多关于你方产品质量低劣的投诉。
同义词：destitute
5. newly-developed新开发的
Our newly -developed home mini -buses are well received at home andabroad.
我们新开发的家庭微型小汽车在国内外很受欢迎。
6. maintenancen. 维修
You can send your mobile phone to us for maintenance free of charge.
你可以把手机送到我们这里免费维修。
同义短语：keep in good repair
7. promotion促销
We should not neglect the short-termism of sales promotion， which may damage the brand value.
我们不应忽视可能损坏品牌价值的短期促销。
8. found 建立
Our factory was founded in 1950's and hasbeen continuously growing over the years.
我们工厂是在20 世纪50 年代成立的，近年来保持了持续的。
同义短语：set up
9. important 重要的
It's very important not to touch themachinery.
不要乱摸机器很重要。
同义词：vital
10. designv.设计
This product of ours is carefully designed to insure full satisfaction toits users.
我们这项产品是为了确保其使用者能完全满意而精心设计的。
同义词：depcit
1make great efforts to do...作出很大努力做……
2in one world 总而言之；
3brand recognition 品牌识别；
4brand strategy 品牌战略；
5brand awareness 品牌意识；
6brand extension 品牌扩展；
7brand loyalty 品牌忠诚度；
8brand name 品牌名称；
9brand positioning 品牌定位；
10customer analysis 顾客分析；
11customer loyalty 顾客忠诚度；
12customer satisfaction顾客满意度；
13data collection 数据收集；
14customer feedback 顾客回应；
15annual marketing plan年度营销计划；
16customer service 顾客服务；
17customer segment pricing顾客细分市场定价；
18personal selling 派员销售；
19promotional event 促销活动；
20consumer coupon 顾客优惠券；
Conversations 实用对话
Mr. Yang： Good morning， Mr. William.
Mr. William： Good morning， I'm very interested in toys for children.
Mr. Yang： Right. Here is a brochure for some new models. Please have a look.
Mr. William： OK. Could you tell me something about them？
Mr. Yang： Certainly. The toys on these pages are machine toys， electronic toysand intellectual toys， suitable for children from the age of five upwards.
The toys on those pages are bamboo wooden toys， plastictoys and plush toys， suitable for children under five. They are allavailable from stock.
Mr. William： Quite interesting.
Mr. Yang： They've only been on the market for a few months， but they alreadyare very popular.
杨先生：早上好，威廉先生。
威廉先生：早上好，我对儿童玩具十分感兴趣。
杨先生：好的，这是介绍我们新型玩具的小册子，请过目。
威廉先生：好的。能否请您介绍一下？
杨先生：当然可以。这几页是机械玩具、电动玩具和智能玩具，适合5岁以上的儿童。这几页是竹木玩具、塑料玩具和长毛绒玩具，适合5岁以下的儿童。所有的玩具我们都有现货。
威廉先生：真是太有趣了。
杨先生：这些产品上市几个月就很受欢迎。
Mr. Yang： We sent you a sample a few days ago. Are you interested in it？
Mr. Paula： Yes. I've brought with me a return sample for your confirmation.
Mr. Yang： Let me have a look at it. Oh， it's excellent.
Mr. Paula： We'll manufacture immediately once it's confirmed.
Mr. Yang： I bring it back and have it tested. I'll let you know the results at 10 amtomorrow.
Mr. Paula： Thank you. Oh， by the way， we'd like you to seal the sample afteryour confirmation to avoid unnecessary disputes.
Mr. Yang： We'll arrange it.
杨先生：几天前我公司寄给贵公司一个样品。贵公司对此有兴趣吗？
波拉先生：有兴趣。我带来了一份回样供贵公司确认。
杨先生：让我看一下。哦，做得真好。
波拉先生：一经确认，我公司就可立即生产。
杨先生：我带回去测试一下。明天上午10点我会告诉您结果的。
波拉先生：谢谢。哦，顺便提一下，我公司要贵公司确认后封样以避免不必要的纠纷。
杨先生：我公司会安排的。
推荐产品
1. Many people bought this because of the gift attaching.买这种的人特别多，而且有赠品。
2. I strongly recommend this product. 我竭力推荐这种产品。
3. If I were you， I'd choose this product.如果我是你的话，我就选这个产品。
4. So many people bought it and it is said that it's not bad.买的人可多了，听说效果不错。
产品展示
1. I guess you'd like to see a brand new product.我相信您想看全新的产品。
2. These are our latest design. 这是我们最新的设计。
3. This is our own design. 这是我们自主设计的。
产品优点
1. It's a electricity saving style. 它是节电模式的。
2. Reliability is our strong point. 可靠性正是我们产品的优点。
3. The distinction of our product is its light weight.我们产品的特点就是它很轻。
4. All materials used are non-toxic. 所用的料都是无毒的。
产品前景
1. This product represents the development trend for the nextdecade. 这种产品代表今后10年的发展趋势。
2. This product sold remarkably fast during the domestic trialExpressions Marketingsales period. 这种产品在国内试销期间很抢手。
3. Our products have occupied the world's market.我们的产品已占领了国际市场。
客户的回应
1. Do you have a brochure？I'd like to take a look at the productyou offer. 你有产品手册吗？我想看一下你们提供的产品。
2. I'm pretty happy with your products and would like to buysome more. 我很喜欢你们的产品，想多买一些。
在介绍产品的时候，切记要面带微笑，主动询问客户：May Ihelp you？ (需要我帮忙吗？) 并且将准备好的宣传品、手册送给客户做参考。如果客户欲立即订购时，需要先准备好必要的文件，千万不能手忙脚乱，给客户留下不好的印象。在推销产品的时候，首先要了解产品的优、缺点以及开发这项新产品的背景及思路。其次，要收集新信息，掌握各项与商品有关的情报，如客户的价值观，生活方式，产业动态，新的政策等。最重要的是，要有一个清晰的表达思路，完善的表达能力。这个对话发生在眼镜店和顾客之间，当顾客王先生夸奖太阳镜的质量后，店员刘小姐说：
“Yes， they are the latest designs. Would you like to try them on？
(是的，这些是最新的款式，您想试一试吗？)”。注意最新款式用the latest designs 表达，而最新研发则用newly developed 来表示。此外，试穿衣服，试戴眼镜等都用的是try…on 这个词组。
另外需注意的是如果表达价格从多少到多少不等用的是rangefrom…to. . .这个词组，如Prices range from two hundred to athousand. 就是一个很地道的表达。
Vocabulary 必用词汇
1. challenge挑战Opportunities exist with challenges.We should seize opportunities and take up challenges.
机遇与挑战并存，我们要抓住机遇，迎接挑战。
同义词：dare
2. invest 投资
We have decided to invest in bonds.
我们已决定投资债券。
同义短语：lay out
3. advantagen. 优势
We are regretful that we can not takeadvantage of your offer of this time.
不能利用你们的这次发盘，对此我们感到很遗憾。
同义词：vantage
4. effectively葬凿有效地
They have effectively taken measures in order to lower the production cost.
为降低生产成本，他们有效地采取了措施。
同义词：availably
5. marketing营销
The marketing mix consists of four groups of variables known as the“four Ps”.
营销组合包括被称为“4P”的四组变量。
同义短语：commercial sale
6. feature特点
Our new personal computer has many features. Among them is its efficiency in datamemorization.
本公司的新型个人电脑具有诸多特色。其中之一便是资料存储的高效性。
同义词：characteristic
7. material材料
Ours are products of the finest materials and the highest techniques.
我们的产品是最好的材料及最高技术的结晶。
同义词：goods
8. warranty保修期
We'll give a full warranty on this product for 2 years.
我们对此种商品整体保修2年。
同义短语：guarantee period
9. goal目标
Our long -term goal is to dominate the market.
我们的长期目标是主导市场。
同义词：aim
10. growth
What's the rate of growth in this market？
这个市场的率是多少？
同义词：increase
1buying behavior 购买行为；
2to be informed 被通知；
3service branch 维修部；
4free of charge 免费；
5freight free 运费免付；
6fine service 优质服务；
7repair fee 修理费；
8immediate response 及时应答；
9routine maintenance 日常维护；
10free delivery 免费送货；
11problemrecognition 问题认知；
12information search 信息搜集；
13organization market组织者市场；
14derived demand 派生需求；
15department store 百货公司；
16convenience store 便利店；
17discount store 折扣店；
18promotion mix 促销组合；
19communicating information交流信息；
20advertising strategy 广告策略；
Conversations 实用对话
David： Excuse me， sir. But may I have a word with the person who is in chargeof the Service Center？
Mr. Yang： I'm the very person you like to talk to. Anything I can do for you？
David： Oh， the thing goes like this. About five months ago， our firm bought 500sets of machine tools from your Selling Department. They workedperfectly up to one week ago. We hadn't any complaints about them. Butrecently they are found not to perform properly. I wonder whether youcan have them repaired？
Mr. Yang： Of course. I'll send several technicians to your factory to solve theproblem.
David： Thank you. Then how about repair fee？
Mr. Yang： That will be on your account， as your machines have already beenbeyond our period of guarantee-three months. But the charge couldbe preferential to you.
大卫：打扰了，先生，我想跟维修中心的负责人谈谈。
杨先生：我就是，有什么可以帮您的呢？
大卫：噢，事情是这样的。大约5个月前，我公司从你们的销售部购买了500 台机床，这些机床直到一周前运行一直正常。我们对此毫无怨言，但是最近，运行出了问题，我想问问你们能否修好它？
杨先生：当然。我们将会派技术人员去你厂里解决问题。
大卫：谢谢！那么修理费呢？
杨先生：由于机器已过了3 个月的保修期，因此费用得由你们支付，不过价钱可以优惠些。
Jack： First of all， I'd like to know what kind of after-sale service your companyprovides.
Tony： After-sale service is one of the important parts of our sale service. We'llperformance according to the contract.
Jack： I'm quite interested in your after-sale service. Please tell me your idea ofafter-sale service.
Tony： We need feedback from our customers. Because customers don't buyproduct， they buy results.
Jack： I'm sure your good service will help increase the export.
Tony： Exactly. If we overlook after-sale service we'll have no customers.
杰克：首先我想知道你们公司能提供什么样的售后服务。
托尼：售后服务是我们销售服务的一个重要环节。我们将严格按照合同上的条款执行。
杰克：我对你们的售后服务很感兴趣，请告诉我你们售后服务的理念是什么呢？
托尼：我们需要客户的反馈意见，因为客户买的并不只是产品，而是产品的效果。
杰克：我相信你们良好的售后服务将会有助于出口业务。
托尼：确实如此。如果我们忽略了售后服务，我们将失去顾客。
讨论条款
1. We have some questions about after鄄sales service.关于售后服务我们有些问题。
2. How long is the warranty on this machine？这部机器的保修期有多久？
3. Can you have it repaired free of change？ 你能免费修理吗？
4. Can the goods be refunded at your counter？你们柜台的商品可以退吗？
客户抱怨
1. I really wonder what has gone wrong with it.我真不知道它什么地方出了毛病。
2. To be honest， I amnot happy at all. 老实说，我很不满意。
3. I'd really prefer a refund. 我真的希望你能退钱。
4. Could I please have a refund？ 我可以退钱吗？
处理投诉
1. We'll send a person to explain how to operate the machine.我们会派人去说明怎么操作机器。
2. I'll go myself in a minute. 我马上亲自去。
3. Please informus whenever we can be of service to you.如需要服务，请随时告之。
维修与保养服务细则
1. Within the warranty periods， all repairs are free.在保修期间，所有的维修都是免费的。
2. There is no charge for service during the three-year war-rnaty period. 3年保修期间的服务都是免费的。
3. We usually bill for service calls by the hour.我们通常以小时来计算服务费。
4. Periodic maintenance is included in the price.定期保养费包括在价格内。
5. Service calls are free， but you will be charged cost for anyparts needed. 服务电话免费，但换零件另计费用。
6. If there is any trouble in the future we will give quick service.无论将来有何种问题，我们都会提供快速的服务。
在向客户提供有关售后服务时，下面几条注意事项需要大家铭记：
1. Thank the customer for inquiring about services or support.
谢谢客户关于售后服务和技术支援的咨询。
2. Before writing a response， ask yourself： what are the customer'sspecific needs？回复之前，问问你自己：客户最明确的需要是什么？
3. Write your answer according to the customer's needs， emphasizingwhat is most useful to him.根据客户需要给出你的答复，着重写他最需要的。
4. Offer suggestions if you can.如果可以的话，提供一些建议。
5. Offer contact information. 提供联系方式。
6. Enclose printed information if necessary.如果有必要，把一些已印刷好的资料一同附上。