汽车英语实训篇整套课件完整版PPT教学教程最全电子讲义教案(最新).ppt

2010 Abby站长站素材站长站素材 SC.chinaz.COMModule 1Before-sales ServiceContentsContents目录Situational PracticeWorkplace in MiniatureSecret to Your Success in CareerPart IPart IPart I 2010 Abby岗位要求：用标准礼貌的用语接打电话，与潜在客户 有效沟通，为汽车销售做好准备实训目的：应知：了解与客户沟通的基本知识 应会：学会管理、开发、搜寻潜在客户 Project 1 Customer DevelopmentProject 1 Customer Development 2010 AbbyPart I Part I Workplace in MiniatureWorkplace in MiniatureDirection: Watch the video carefully and finish the below. 2010 AbbyScene 1Scene 1 May I Speak to ?(Li Wei is making a phone call. He wants to talk to Mr. Smith. )Li Wei: Hello, this is Li Wei from JinTong Auto Sales Company. May I speak to Mr Smith? Mrs. Smith: Hello, but Im sorry my husband is not in now.Li Wei: Oh, hello, Mrs. Smith. Since that Id like to talk to you.Mrs. Smith: OK. Go ahead.Li Wei: You bought your car from our company on 15th Sept. 2006, yes?Mrs. Smith: Thats right.Li Wei: Then your car insurance and annual vehicle inspection is become due. Would you like us to do these for you?Mrs. Smith: Oh, thank you for reminding me. My husband uses the car often. Will you please contact him? He usually gets home at seven.Li Wei: I see, thank you. Ill ring you back later, Sorry for disturbing you.Chinese for reference 2010 Abby(After seven oclock, Mr. Li calls Smiths again)Li Wei: Hello, Mr. Smith, please? I called your wife right this afternoon, she told me to phone you at this time of the day. Mr. Smith: Oh, yes, sheve told me yet. Would you please do annual vehicle inspection for me? I will get my car insurance.Li Wei: OK. With pleasure. Er, you have had it for four years. So ,do you plan to buy a new car?Mr. Smith: Well, I may give it a thoughtLi Wei: Oh, yes? What type of car do you have in mind? If you buy from us, we can do second-hand car exchange for you, then you can enjoy a much bigger promotion as well.Mrs. Smith: Good. We may visit your store sometime.Li Wei: OK. Then I can make you a detailed introduction.Mrs. Smith: Great.Li Wei: See you then. Bye-bye.Mrs. Smith: Bye.Chinese for reference 2010 Abbyduea.到期的到期的remindv.提醒disturbv.打扰，妨碍，干扰detaileda.详细的，详尽的1. annual vehicle inspection 汽车年检2. second-hand car exchange 二手车置换New wordsNew wordsNotesNotesCBADQuestionsAnswers1. Who Mr. Li is speaking with now? A. Yes. 2. Who uses the car often? B. Mr. Smith. 3. Does Mr. Smith want to buy a new car? C. Mrs. Smith. 4. When will Mr. Li call back? D. After seven oclock. Choose the right answer according to what youve watched. ( )( )( )( ) 2010 AbbyScene 2Scene 2 Are You Free Tomorrow Morning or Afternoon?(Li Wei is making an appointment with Mr. Harry by phone.)Li Wei: Hello, could I speak to Mr. Harry?Mr. Harry: This is Harry speaking.Li Wei: Mr. Harry, this is Li Wei from JinTong Auto Sales Company. Yesterday you came to our company for information. You showed great interest in our cars, but left at once. I would like to explain our cars and service to you.Mr. Harry: Yes, I had a call then I had to go. Go ahead.Li Wei: So, Mr. Harry, which model do you prefer?Mr. Harry: Im interested in Toyota GL 1.6 MT.Li Wei: You have made a good choice. We can definitely fit your needs, and can I make a suggestion?Mr. Harry: Sure. What is it?Chinese for reference 2010 AbbyLi Wei: If it is convenient to you tomorrow, I will pay you a visit for a detailed explanation. In this way, you can have a better idea of the car. Do you agree with me?Mr. Harry: Yes. How much time will it take?Li Wei: No more than 60 minutes. Will you be free on tomorrow morning or afternoon?Mr. Harry: Afternoon is best for me.Li Wei: Would 14:30 be all right?Mr. Harry: Its OK.Li Wei: Good. Ill visit you then at 14:30 tomorrow afternoon.Chinese for reference 2010 Abbymodeln.型号型号definitelyad.一定地，肯定地1. show great interest in 对表现出极大的兴趣2. at once 立刻，马上3. Toyota GL 1.6MT 丰田1.6升手动挡标准型 GL-grand luxury 基本型 MT-manual transmission 手动4. fit sbs needs 满足某人的需求5. How much time will it take? 要花多长时间？ 句型： It takes sb. sometime to do sth.New wordsNew wordsNotesNotesNo.Date of the Client ReviewNameTel.Intended ModelDate of First VisitInterestOutcome of the ReviewComment by Sales ManagerFill the blanks with the information mentioned in the video. Service Log for Client ReviewSales DepartmentXXX Company 2010 AbbyPart 2 Part 2 Situational PracticeSituational PracticeSituation: Take turns to be A, a salesman in an auto sales company. Student B takes the role of the customer, who shows great interest in the cars, but he doesnt tell if he wants to buy, then he leaves the store. Now A phones B. Try to speak fluently and naturally.Task 1Task 1 For Student B (a customer)1. Explain why left at once last time.2. Tell the salesman which car you are interested in.3. Ask some questions about the model.4. Agree with the salesmans suggestion.5. Discuss the time to meet. For Student A (a salesman)1. Ask the customer whether he plans to buy a car.2. Introduce the cars and service.3. Ask the customer which model he prefers.4. Suggest a visit to the customer for a detailed explanation.5. Arrange an appointment with the customer.Useful Patterns Dont I know you? 我好像认识您。Ive heard a great deal about you. 久仰大名。I cant thank you enough. 真不知道该如何感谢您。You have made a good choice. 您的眼力真不错。Thank you for your spending so much time 谢谢您花那么多时间answering my questions. 回答我的问题。Dont forget Ill invite you out to dinner tonight. 别忘了今晚我邀请你到外 面去吃饭。Shall we say seven oclock? 那说好七点钟，行吗？Im sorry to take you so long time. 很抱歉占用你这么长时间。Shall we fix a time for a talk? 我们能约个时间谈谈吗？A friend of mine recommended you. 我的一个朋友推荐我来找你。Task 2Task 2Translate the following sentences into English.1. 你今天有空还是明天有空？（Will you be free）_Will you be free tomorrow or the day after tomorrow?2. 我们能完全满足您的需求。（We can definitely）_We can definitely fit need your needs.3. 我会拜访您，向您做仔细说明。（I will pay a）_I will pay you a visit for a detail explanation.4. 难道您对购买新车不感兴趣吗？（Dont you take）_Dont you take any interest in buying a new car?5. 我希望没有打扰你们吃饭。（I hope）_I hope I wont disturb your dinner. 2010 AbbyPart 3 Part 3 Secret to Your Success in CareerSecret to Your Success in Career1. Listen to your customers instead of talking so much. 倾听客户的心声，而不是大谈特谈。 2. Work smart, not just hard. 不仅要努力工作，更要聪明地工作。3. As a salesman, you may get to know whether your customer has already had a car and know about his/her current car. 销售顾问应询问顾客现在是否有车或现在所开的车辆情况。 4. To know your customers occupation, family and interests. 销售顾问要求向顾客了解相关情况，如职业、家庭情况、兴趣爱好等。 5. To know your customers reasons to buy a new car, use and driving preference. 销售顾问要求向顾客了解购车原因、用途及驾驶偏好。6. Make record of customers information. 要求对顾客了解的个人信息做记录。 7. Try to ask open questions, do not let your customers make simple judgment. You may start from asking simple questions. 问题尽量采用开放式，不要让顾客只作简单判断。但可以从简单判断 的问题开始。8. Make sure youve got the correct information from your customers. 您所了解的顾客信息确定是准确的！9. Do not try to judge your customers according to your own interest or guessing. Let your customers tell. The more he/she tells you, the more confidence he/she has in you. 不要按自己的兴趣和猜测去判断顾客的情况，要由顾客自己说，顾客 说得越多对您的信任越高。 2010 Abby谢 谢场景场景1 我要找。接电话我要找。接电话(李维正在打电话，他想和史密斯先生谈话。)李维： 你好，我是金通汽车销售公司的李维，您是史密斯先生吗？史太太： 哦，你好！我先生现在不在。李维： 哦，史密斯太太，那我就和您说吧。史太太： 好吧.李维： 您家的车是2006年9月15日在我公司购买的吧！史太太： 是的。李维： 那您的车保险和年检日期都快到了，要我们代为办理吗？史太太： 哦，谢谢你提醒我，车子基本上我先生在用，你联系他好吗？ 他大概7点到家。李维： 好的，谢谢，我到时再打过来。那打扰您了。back （七点钟后，李维又打电话到史密斯家。）李维： 喂，您是史密斯先生吗？我今天下午打电话给您太太，她要我这 个时候打电话给您。史先生：哦，是的。她都告诉我了，麻烦你们帮我代办年检，保险我自己 去办。李维： 好的。您的车子快四年了，请问您有更新的打算吗？史先生：恩，可以考虑换一辆。李维： 那有看中的车型吗？如果继续购买我们这个牌子可以办2手车置 换，而且会有比较大的优惠幅度。史先生：好的。哪天我们可以到你的店去看看。李维： 好的，您二位来时可以通知我，我可以为您作下全面的介绍。史先生：好的。李维： 那好，到时见。拜拜。史先生：拜拜。back 场景场景2 您是明天上午还是下午有时间？您是明天上午还是下午有时间？（李维正在打电话，跟哈里先生预约。）李维：李维： 请问哈里先生在吗？哈里先生：哈里先生：我就是。李维：李维： 哈里先生，我是金通汽车销售公司的李维。昨天您来我们4S 店咨询，对我们的车表现了极大的兴趣，但是很快就离开 了，所以我没能向您介绍我们的服务。哈里先生哈里先生: 我当时有个电话，不得不离开。请继续说。李维：李维： 哈里先生，您更喜欢哪款车？哈里先生：哈里先生：我对丰田1.6升手动挡的车感兴趣。李维：李维： 您真有眼力，我们肯定能满足您的需求。我能提个建议吗？哈里先生：哈里先生：当然可以。back 李维：李维： 假如您方便的话我想拜访您，向您做详细的说明。这样您就 可以更清楚地了解这款车，可以吗？哈里先生：哈里先生：行。拜访需要多长时间？李维：李维： 不超过一个小时。您是明天上午还是下午有空？哈里先生：哈里先生：明天下午最好。李维：李维： 下午两点半钟，行吗？哈里先生：哈里先生：行。李维：李维： 很好，届时我会去拜访您。谢谢。back 2010 Abby岗位要求：热诚欢迎客户到来；学会分析顾客的需求 和期望，发掘购买动机实训目的：应知：了解和客户互动的方法 应会：掌握和客户互动的技巧，收集客户 信息，为后续流程的执行奠定基础 Project 2 Customer Reception 2010 AbbyPart I Part I Workplace in MiniatureWorkplace in MiniatureDirection: Watch the video carefully and finish the tasks below. 2010 AbbyScene 1Scene 1 I Prefer a Family CarMr Gray comes to a 4S store. Mr. Li, a salesman , receives him.Li Wei: Good morning. Welcome to our 4S store.Mr. Gray: Morning.Li Wei: I am Li Wei, the salesman of the store. May I have your name?Mr. Gray: Im Gray.Li Wei: Mr. Gray, what can I do for you?Mr. Gray: Yes, Id like to look around first. I plan to buy a car, but havent decided which one to buy.Li Wei: OK. Maybe I can help. What type of car do you have in mind?Mr. Gray: I prefer a family car. Hatchback is better, because its easy to park.Chinese for reference 2010 AbbyLi Wei: Well, its lucky for you to come to our store. GOLF is our classic hatchback car. It is the most popular family car in the European market; also it is hot selling domestically. Mr. Gray: Really? Li Wei: Yes. GOLF 6th makes amazing breakthrough in environmental protection, power and economy. You will never regret to have one.Mr. Gray: Yes? I must have a close look.Li Wei: OK. Let me introduce something more about it. You may have a look at the technical parameter table. If you are interested we can arrange a test drive for you.Chinese for reference 2010 Abbyhatchbackn.两厢车两厢车classica.经典的domesticallyad.国内地，本土地amazinga.令人惊异的breakthroughn.突破性进展arrangev.安排，准备 4S store 4S店。4S指sale(整车销售)、spare part(零配件供应)、 service（售后服务）、survey（信息反馈）。2. technical parameter table 技术参数表3. test drive 试驾New wordsNew wordsNotesNotesCABDQuestionsAnswers1. Where is Mr. Gary? A. A hatchback. 2. What type of car does Mr. Gary prefer? B. No. 3. Li Wei recommends GOLF 6th to Mr. Gray because its less expensive. C. At a 4S store. 4. Is that a test drive possible?D. Yes. Choose the right answer according to what youve watched. ( )( )( )( ) 2010 AbbyScene 2Scene 2 Happy Birthday, MadamMr. & Mrs. Smith comes out of a 4S store, and is visiting Mr. Lis.Li Wei: Good afternoon. Welcome!Mr.&Mrs. Smith: Good afternoon.Li Wei: What can I do for you?Mr. Smith: Yes, wed like to buy a car. But we want to look around first.Li Wei: O.K. Who will be the driver, you or your wife? Mr. Smith: My wife. It will be her birthday in several days. So I want to give her a car as birthday gift. Li Wei: Oh, yes? Great. Happy birthday to you first, madam. We have two types of cars designed for women. One is fashionable as well as dynamic, the other is much stretched in design. Which type do you prefer, madam?Chinese for reference 2010 AbbyMrs. Smith: Id like a car with a fashionable appearance and energy- saving.Li Wei: Thats the perfect car for you. It is streamlined and dynamic in styling and turbine pressure in engine. It assures you power and saves oil. Also you have 9 choices of colures. Here is the color card, would you please have a look at it?Mrs. Smith: They all look great, I even dont know which one to choose.Li Wei: OK. We have sample cars of all the colors in our parking lot. Why not go to see the cars and make your choice then?Mr. Smith: Great.Chinese for reference 2010 Abbydynamica.动力的动力的stretcheda.舒展的streamlineda.流线型的assurev.向保证1. look around 随便看看2. energy-saving 节能3. turbine pressure 高压涡轮New wordsNew wordsNotesNotesFTFTrue or Fales ( )( )( )Mr. Smith wants to buy a car himself.Mrs. Smith cares much about the cars appearance.There are few choices of colors for the car. 2010 AbbyPart 2 Part 2 Situational PracticeSituational PracticeSituation: Take turns to be Student A, a salesman in an auto sales company. Student B takes the role of the customer, who comes to the store. Try to act it out . You can refer to the useful expressions and patterns supplied in the following. Task 1Task 1 For Student B（a customer）1. Tell the salesman your job.2. Tell the salesman which car you are interested in.3. Ask some questions about the model.4. Receive a call and have to leave now. For Student A（a salesman）1. Welcome the customer and introduce yourself.2. Have some small talks with the customer, eg. his job, pastime,etc .3. Ask the customer which model he prefers.4. Show him around.5. Ready to help if any questions.Dialogue for reference Useful Patterns and patterns1. Welcome to our motor shop. 欢迎光临本店。2. What can I do for you? 能为您效劳吗？3. Please come in. 请进。4. Would you like a cup of tea? 来杯咖啡吗？5. Sit down, please. 请坐。 6. May I know your name? 能认识您吗？7. Is this your first time to visit our showroom? 您是第一次到我们展厅吧？ 8. Be sure to call me if you need anything. 如有什么需要，请叫我。9. Id like to just look around. 我只是看看而已。10.Can I show you around? 我来带你四处看看好吗？11. Our market share is very high. 我们的市场占有率很高。12. This model sells very well. 此车型很畅销。13. Our company is sole agency in the area. 我们公司是本区独家代理。14. We have about five percents of the Chinese auto market. 我们大约占中国汽车市场百分之五的份额。15. Our company is one of the best-known car manufacturers in the world. 我们公司是全球知名的汽车制造厂。16. This car costs 2 times as much as regular ones. 这种车的售价是普通车的两倍。17. Our products enjoy high popularity. 我们的产品很受欢迎。18. Here is our showroom arranged with all our products. 展厅里陈列了我们所有的产品。19. The new model features some new equipment. 新款车装备有一些新的设置。The model enjoys its market performance all the way. 此款车一直在市场上卖得很好。 2010 AbbyTask 2Task 2Fill the blanks with the information while conducting the dialogue.Service Log of Potential Customers NO.NameTelIntended ModelSources of CustomerFirst Date of Contact (y/m/d)Present ClassRate of Process1 2 3 4 5 6 7 81(e.g.)Mr.Zhang Ning18805718871.6LMT(1)20100501CSources of Customer：（：（1）Arrivals at the store （2）Incoming calls （3）New developed （4）Promotion （5）Client introduce or buy more Process Marking： H-H Class（Order within a week） A-A Class（Order within a month） B-BClass（Order within 3 months） C-C Class（Order within 6 months） D-Order placed 0-Delivery X-Failed客户来源分类：（客户来源分类：（1）来店）来店 （2）来电）来电 （3）开拓）开拓 （4）活动）活动 （5）客户介绍或增购）客户介绍或增购进度状况标记：进度状况标记： H-H级（一周内订车）级（一周内订车） A-A级（一月内订车）级（一月内订车） B-B级（三月内订车）级（三月内订车） C-C级（六月内订车）级（六月内订车） D-订车订车 0-交交车车 X-败战败战 2010 AbbyPart 3 Part 3 Secret to Your Success in CareerSecret to Your Success in Career1. Know your products. 了解产品。2. Be grateful for your customers. 对你的客户心存感激。3. Dress formally, greet politely and formally, then offer your customers something to drink. 端正着装，使用规范的礼貌用语，并向顾客提供饮品。4. As a salesman, you shake hands, exchange cards and introduce yourself formally to greet your customers first. 在开始交谈前，销售顾问应主动向顾客握手、递交名片并作自我介绍。5. Keep records of your customers names and phone numbers. 销售顾问询问并记录顾客的姓名和联系电话。 2010 Abby谢 谢场景场景1 我想买辆家用轿车我想买辆家用轿车 (格雷先生来到一个4S车店。李维-这家车店的销售人员，接待了他。)销售人员：早上好。欢迎光临本店！格雷先生：早上好。销售人员：我叫李维，我是本店的销售员，请问您贵姓？格雷先生：我叫格雷。销售人员：格雷先生，有什么我可以帮您的吗？格雷先生：恩，我先随便看看，是想买一辆车，不过还没有想好具体买 那款。销售人员：好的，那我为您介绍下我们的几款车型，请问您具体有什么 要求？格雷先生：我想买一辆家用轿车，最好是两厢的，方便停放。back 销售人员销售人员：那您真是来对这里了，高尔夫是我们这的经典款型。它是欧洲 市场最畅销的家用轿车，国内也卖的非常火爆。格雷先生格雷先生：哦，是吗？销售人员销售人员：是的，6代高尔夫无论是在环保，动力还是经济性上都有惊人 的突破，买这辆您一定不会后悔。格雷先生格雷先生：真的吗？我得仔细瞧一瞧。销售人员销售人员： 好，我给您具体