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4S店售后接待台：向发火的车主道歉，讲清延误，给出补偿

4S店售后接待台Graham · 英国口音　Declan · 爱尔兰口音

点「看一看」，Graham 和 Declan 就在这里把这一场演一遍；轮到你开口的 5 个地方会停下来，给你看要说的意思和三种说法。

读一读全文 ↓

开口前 App 里的练习场景 · 餐饮酒店与零售最后更新：

AI角色、对话和声音都由 AI 生成，只用于练习。

这一场在哪里，发生了什么？

周四下午 5 点，曼彻斯特一家汽车经销店的售后接待台，车主下班直接冲过来

车主 Graham 上周一把车送来换刹车片、做年度保养，说好周三修好，结果到今天周四还没完，也没人打电话通知他。原因是刹车片从德国发货晚了两天，今天下午三点才到。你是售后顾问，车间主管 Declan 就在旁边，能帮你确认进度。

和谁对话？

Graham
英国口音。车主，做销售的，每天开车见客户，很生气，说话很冲
Declan
爱尔兰口音。车间主管，务实少话，能确认维修进度

你要做到什么？

先道歉，承认超时和没通知是我们的问题；讲清刹车片晚到两天、今天下午三点才到；让主管背书，承诺明天中午 12 点前修好；今晚先给他一辆免费代步车；保养工时费打七五折，并留下他的电话，修好马上通知。

这一场轮到你开口 5 次：

  1. 先道歉
  2. 讲原因
  3. 确认时间
  4. 给代步车
  5. 补偿收尾

全文：这一场怎么说？

中英对照，不用注册。每一句都能点「听」，录音就是 App 里这一场的录音，只有角色的台词。轮到你的地方，写着你想说的意思、三种说法和值得记住的说法：能说清是短句，先保证对方听懂；自然是同事平时会说的；高密度更紧凑、信息更多。

Graham

Excuse me. I dropped my car off last Monday for brake pads and a service. You promised it by Wednesday.

打扰一下。我上周一把车送来换刹车片、做保养。你们答应周三修好的。

听懂：dropped my car off 把车送来（放下） · brake pads 刹车片 · a service （车的）保养

Graham

It's Thursday, five o'clock, and nobody's even rung me. I've been taking taxis to clients. What's going on?

今天都周四五点了，连个电话都没人打给我。我一直打车去见客户。到底怎么回事？

听懂：nobody's even rung me 连个电话都没人打给我（英式说法） · What's going on? 到底怎么回事

轮到你：先道歉

先道歉，承认超时是我们的问题，而且没提前打电话通知他。

你想说的意思：非常抱歉，这完全是我们的问题。我们应该提前打电话告诉您的，可是没有。

  • 能说清
    I'm really sorry, Mr Hughes. That's on us. We should have rung you, and we didn't.
  • 自然
    I'm really sorry, Mr Hughes. The delay is on us, and we should have rung you to let you know.
  • 高密度
    I'm really sorry, Mr Hughes. That's completely on us. We should have rung you to let you know, and we didn't.
值得记住的说法中文
That's completely on us这完全是我们的责任on us＝怪我们，比 our fault 更口语
should have rung you本该给您打电话should have done＝本该做却没做
to let you know告诉您一声
Graham

Sorry won't get me to my clients. So what actually happened to my car?

道歉又不能送我去见客户。那我的车到底怎么了？

听懂：won't get me to my clients 没法让我去见客户 · what actually happened 到底发生了什么

轮到你：讲原因

解释原因：刹车片配件晚到了两天，今天下午三点才到。

你想说的意思：刹车片配件发货耽误了两天，今天下午三点才到货。

  • 能说清
    The brake pads were late by two days. They only came in at three today.
  • 自然
    The brake pads were held up for two days. They only came in at three this afternoon.
  • 高密度
    The brake pads were held up in shipping for two days, and they only came in at three this afternoon.
值得记住的说法中文
were held up被耽误了说货、车、人被耽搁都能用
only came in at ………才到货come in 说配件、货物到了
this afternoon今天下午
Declan

I can back that up, Graham. The parts were held up, but they're here now. We'll have it done by twelve tomorrow.

这个我能作证，Graham。配件确实耽误了，不过现在到了。明天十二点前给你修好。

听懂：back that up 证实、给（你）撑腰 · held up 被耽误

Graham

Tomorrow? You told me Wednesday last time. Can you actually guarantee it this time?

明天？上次你们说的是周三。这次真能保证吗？

听懂：guarantee 保证 · this time 这一次

轮到你：确认时间

借主管的确认，明确承诺明天中午 12 点前一定修好，并表示会亲自盯着。

你想说的意思：能保证。Declan 已经跟我确认了，明天中午 12 点前一定修好，我会亲自盯着。

  • 能说清
    Yes. Declan's confirmed it. It will be ready by noon tomorrow. I'll check it myself.
  • 自然
    Yes. Declan's confirmed it with me: it'll be ready by noon tomorrow, and I'll keep an eye on it myself.
  • 高密度
    Yes, Declan's confirmed it: it'll be ready by noon tomorrow at the latest, and I'll keep an eye on it personally.
值得记住的说法中文
Declan's confirmed itDeclan 已经确认了借专业同事背书，更有说服力
by noon tomorrow at the latest最晚明天中午前at the latest＝最晚
keep an eye on it盯着这件事
Declan

You have my word. Your car's first on the list in the morning, and I'll check it myself before it goes out.

我说话算数。你的车明早第一个修，出厂前我亲自检查。

听懂：You have my word 我保证（说话算数） · first on the list 排第一个

Graham

Fine. But I've got clients first thing tomorrow. What am I meant to drive tonight?

行吧。可我明天一大早就要见客户。今晚我开什么？

听懂：first thing tomorrow 明天一大早 · What am I meant to drive? 我该开什么车

轮到你：给代步车

今晚就给他一辆免费代步车（小型掀背车，含保险），一直用到明天取车。

你想说的意思：今晚我先给您安排一辆免费代步车，含保险，您一直用到明天来取车就行。

  • 能说清
    We can give you a free car tonight. It's insured. Keep it until you pick yours up.
  • 自然
    Let me sort you out with a courtesy car tonight. It's free of charge, and you can keep it until you pick yours up.
  • 高密度
    Let me sort you out with a courtesy car tonight, free of charge and fully insured. Keep it until you pick yours up tomorrow.
值得记住的说法中文
sort you out with …给您安排……英式口语，帮人解决问题时常说
courtesy car（修车期间的）代步车
free of charge免费比 free 正式一点
until you pick yours up一直到您来取自己的车
Graham

Right. That helps a bit. But honestly, I'm still not happy paying the full price after all this.

好吧，这还算有点帮助。不过说实话，折腾成这样还要我付全价，我可不乐意。

听懂：That helps a bit 这还算有点用 · the full price 全价

轮到你：补偿收尾

保养工时费打七五折（180 英镑变 135 英镑），刹车片价格不变；留下他的电话，修好马上通知。

你想说的意思：作为补偿，保养工时费给您打七五折，180 英镑变 135 英镑，刹车片按原价。我留一下您的电话，修好马上打给您。

  • 能说清
    We'll take 25% off the labour. It's £135, not £180. The pads cost the same. Can I take your number? I'll ring you when it's done.
  • 自然
    To make up for it, we'll take 25% off the labour, so £135 instead of £180. The pads stay the same. Can I take your number? I'll ring you the moment it's done.
  • 高密度
    To make up for it, we'll knock 25% off the labour, so £135 instead of £180, pads as quoted. Let me take your number, and I'll ring you the moment it's done.
值得记住的说法中文
To make up for it作为补偿先说这句，再说具体补偿
knock 25% off the labour工时费减 25%knock … off＝减掉，口语
£135 instead of £180135 英镑，而不是 180
the moment it's done一修好就……比 when it's done 更显得着急、上心
Graham

Okay, that's fair. Just ring me the minute it's ready. I don't want to chase you again.

好，这还算公道。修好了马上打给我。我可不想再来追着你们问。

听懂：that's fair 这还算公道 · the minute it's ready 一好就…… · chase you 追着你们催

Declan

No bother. We'll get it right this time, Graham.

没问题。这次一定给你办好，Graham。

听懂：No bother 没问题（爱尔兰常用说法） · get it right 做好、不出错

没听清、卡住时怎么接？

这一场准备的救场的话：没听清、一时想不起词，先用一句接住，再想内容。

英文中文
Sorry, could you say that again a bit slower?抱歉，能慢一点再说一遍吗
I completely understand. Let me explain.我完全理解，让我解释一下
Give me one second, I'll check with the workshop.稍等，我跟车间确认一下
Just to make sure I've got it right, …我确认一下有没有理解对……

在开口前练这一场

读过一遍，再开口说一遍：在开口前打开这一场，Graham 和 Declan 用各自的口音说话，轮到你时停下来等你开口，不限时间；想不起来，提示先给首字母，再给英文说法，最后才给中文。

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内容来源
开口前 App 里的练习场景「4S店售后接待台：向发火的车主道歉，讲清延误，给出补偿」：情境、角色、全文、三种说法和救场的话都是 App 里的原文，录音是 App 里这一场的录音。人名和情节是虚构的。
AI 的使用
角色、对话和声音都由 AI 生成。
更新记录
2026-11-01 更新。发现错误，写信到 hello@kaikouqian.com。

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