Part Ⅰ Situational Dialogues
Situational Dialogue 1
Mr.Brook is inquiring about aftersales service.
（A：customer service representative，B：Mr.Brook）
A：Good morning，may I help you，sir？
B：Oh，yes，I’m quite impressed by your products. I’d like to know about the aftersales your company provides.
A：I can assure you that we offer the highest quality of care for all of our customers. After-sales service is one of the most important parts of our sales service.
B：I see your have several regional offices in China. Are they all equipped to provide repair service？
A：Yes. Each office has fully-trained engineers. If any trouble arises，you can contact the nearest office. Repairs take a maximum of five days.
B：How long is the warranty？
A：The main mechanism carries a three-year warranty. Any peripheral equipment is guaranteed for one year. Within the warranty period，all repairs are free.
B：What about after the warranty expires？
A：All repairs are billed at cost.
B：Do your offer free delivery and installation for，say，air conditioners？
A：Most goods purchased from our company enjoy free delivery and installation. For special items such as AC，there might be additional costs in view of the mounting height.
B：Well，fair enough. Do you specify the additional service charges in your brochures？
A：Sorry，not in the brochures，but on our website instead. Or you can call 84592458 to discuss the additional costs.
B：I see. Thank you. I’ll take a closer look at your products and see which particular item interests me.
A：You’re welcome，Sir. I’ll be willing to help if you want to know more information.
Practice 1
Task 1：Listen to the dialogue and role-play it in pairs.
Task 2：Simulated situational conversation.
Suppose you are Mr.Brook. You come to fetch the computer you have ordered online. In the store you inquire carefully about the aftersales service of the computer and find the answers very satisfactory，so you rest assured and pay the money.