Module 1 Before Sales Service

1. Module 1Before Sales Service

2. Auto English Auto English Project 2 Customer Reception • 岗位要求：用标准礼貌的用语为顾客介绍不同种类的车险，帮助顾客选择合适的险种。 • 实训目的： • 应知：了解作为保险代理人员的基本礼仪及规范的礼貌接待用语 • 应会：能够与顾客谈论各种险别、保险金，帮助顾客选择合适的险种 浙江经济职业技术学院 汽车英语实训教材编写组

3. Workplace in Miniature Auto English Part I

4. Dick:Hi, John, I have done all but car insurance. John:Oh, yes. I’ll put you in contact with Bob, an insurance agent of the People’s Insurance Company of China, with which our 4S store cooperates. Dick:Great. How about their rates? John:Here is the offer of PICC for you reference. Dick: OK. Thanks. John:You are welcome. Customers of our store can usually enjoy special prices. Bob talks wth Dick. Bob: Hello, good afternoon, I’m Bob. How may I help you? Auto English Scene 1 Buy Car Insurance Dick wants to buy insurance for his car.John introduces Bob an insurance agent to him.

5. Dick: Good afternoon, I would like to get insurance for my car. Bob:OK. What model is your car? Dick:It is a Santana 2000. I bought it three years ago. Bob: What kind of deductible would you like to have? Our regular policy is 25% deductible. Dick:What does it mean? Bob: A deductible is an amount the insurance would not pay. For example, if the wax is 1,000 Yuan and deductible is 25%, the insurance company only pays 750 Yuan. Dick: Oh, I know. Bob: We recommend a third person liability, and property damage liability. Auto English Scene 1 Buy Car Insurance Dick wants to buy insurance for his car.John introduces Bob an insurance agent to him.

6. Dick: How much would that cost me? Bob:Well, the premiumcomes to 1,250 Yuan before sales tax. Dick: That’s a little expensive. Bob:Our rates are very competitive. Dick: OK, I want to think it over. Bob:Of course. As the subscriber of our company, you could enjoy more discounts of the car-insurances in the following years. Dick:Sounds great. Bob:Also, we offer 24-hour free trailer service. Whenever your car gets into troubles, and wherever you are, we would help you out to the scene. Dick:Good. Let’s leave insurancenow. Auto English Scene 1 Buy Car Insurance Dick wants to buy insurance for his car.John introduces Bob an insurance agent to him.

7. agent n. 代理人，代理机构 cooperate v. 合作 rate n. 保险费率 quotation n. 报价 deductible n. / adj. 免赔额; 可扣除的，可减免的 Auto English New words

8. wax n.腊 recommend v. 推荐 premium n. 保险费 subscriber n.用户 （这里指购车者） cylinder n. 汽缸 Auto English New words

9. put A in contact with B 把B介绍给A；帮助A联系B the People’s Insurance Company of China 中国人民保险公司 for your reference 供您参考 third person liability 为“第三者责任险” Property damage liability “财产损失险”。 How may I help you 等同于 Can I help you,但是前者显得更加的有礼貌性 Auto English Notes

10. Our rates are very competitive. Competitive是“ (价格等)有竞争力的”的意思。在这里此句话可以意为“我们的费率已经很低了。” 24-hour free trailer service 二十四小时免费拖车服务 to the scene 到现场 leave insurance “保险问题就谈到这里”。 要结束某个话题是可用“leave…”句型。 Auto English Notes

11. Mr. William: Is there anybody in? Mr. Zhang: Yes, what can I do for you, sir? Mr. William: I am going tohave my new car insured. I’d like to know the rates and services your company can provide. Mr. Zhang: It’s my pleasure. Mr. William: What kinds of risks I should cover? Mr. Zhang: Is it a private car? Mr. William: Yes. What I need to purchase for coverage for my private car, Mr. Zhang: Do you mind my asking you several questions? Mr. William: Never mind, please. Mr. Zhang: How old are you, and what do you do for a living? Mr. William: I’m 35 years old, and I’m a teacher. Auto English Scene 2 Economy Insurance Mr. William wants to buy insurance for his car. Mr. Zhang meets him in the office of the People’s Insurance Company of China.

12. Mr. Zhang:Do you often drive your car? Mr. William:Sometimes. Mr. Zhang: According to your situation, we recommend you to buy “Economy insurance”-----vehicle insurance losses, third person liability, excluding special risk insurance deductible and all cars. I think these kinds ofrisks suit your car. Mr. William: En, what’s the insurance premium? Mr. Zhang:Give me a few minutes, while I calculate the premium. Mr. William: OK. Mr. Zhang: The total premium is 1,550 Yuan for the year. Mr. William:Your price seems a little higher than other companies Auto English Scene 2 Economy Insurance Mr. William wants to buy insurance for his car. Mr. Zhang meets him in the office of the People’s Insurance Company of China.

13. Mr. Zhang: We could make them lower for you. The terms are clearly written in the insurance policy. Mr. William: Can you give me one? I’ll discuss with my families. Mr. Zhang: Of course. Here you are. Mr. William: Thank you. And I’d like to have these catalogues. Mr. Zhang: Sure, go ahead. Mr. William: And I want these price lists as well. Mr. Zhang: Please take whatever you like. Here’s my name card. If there is anything unclear, feel free to call me. Mr. William: OK. Mr. Zhang: Do you have a calling card? Mr. William: Yes, right here. Mr. Zhang: Thanks. Mr. William: You’re welcome. Auto English Scene 2 Economy Insurance Mr. William wants to buy insurance for his car. Mr. Zhang meets him in the office of the People’s Insurance Company of China.

14. purchase v.购买 coverage n. 覆盖范围 （这里指投保范围） private adj.私人的 calculate v.计算 catalogue n. 目录 Auto English New words

15. have my car insured. 给汽车上保险。 句型：have sth. done请某人做某事 Economy insurance经济保险方案。 险种组合risks suit： 车辆损失险vehicle insurance losses +第三者责任险third person liability +不计免赔特约险+全车盗抢险excluding special risk insurance deductible and all cars Auto English Notes

16. Auto English True or false Exercise Scene 2 Bob is John’s friend. Dick calls Bob to ask something about insurance. Dick thinks Bob offering good service and will buy it.

17. Auto English True or false Exercise Scene 2 Mr. William has a car accident recently. Mr. William makes his living by teaching. Mr. William buys insurance for his car right away.

18. Situational Practice Auto English Part II

19. Take turns to be Student A, a customer, who walks into an insurance company. Student B takes the role of an insurance agent who receives the customer. Try to speak fluently and naturally. Auto English Task 1 Situation

20. Tell the agent you are looking for insurance for your car. Tell the agent what happened to your car. Ask the agent what risks to buy. Answer some questions from the agent. Tell the agent you need to talk with your families. Auto English Task 1 Situation For Student A (a customer)

21. Welcome the customer to your office. Ask the customer some questions about his car. Recommend the customer suitable risks. Explain it for customer. Ask for the customer’s calling cards and wish to do business with him later. Auto English Task 1 Situation For Student B (an insurance agent)

22. I am looking for insurance from your company. 我是来贵公司投保的。 Please fill in the application form. 请填一下保单。 What risks should be covered? 您看应该保哪些险？ Let’s leave insurance now. 好吧，保险的问题就谈到这里。 It’s better for you to see the leaflet, and then make a decision. 您最好先看看说明书，再决定保什么险。 The total premium is 1500 Yuan. 保险费总共是1500元。 Auto English Useful Patterns

23. What’s the insurance premium? 保险费是多少？ These kind of risks suit your car. 这些险种适合您的车。 Do you want insurance? 您想要买保险吗？ I would like to get insurance for my car, may I talk 我想为我的车买保险，我能和代理 To an agent, please? 谈一下吗？ Auto English Useful Patterns

24. Secret to your success in career Auto English Part III

25. Auto English Secret to your success in career Get online of these insurance companies to study their insurance policies for differnt car insurances so that you can give your customer some helpful suggestions. 上网浏览以下这些保险公司网站，研究一下各大保险公司对不同车型的保险条款，以便能够为你的客户提供建设性的建议。

26. Auto English True or false Exercise Scene 2 F Bob is John’s friend. F Dick calls Bob to ask something about insurance. T Dick thinks Bob offering good service and will buy it.

27. Auto English True or false Exercise Scene 2 T Mr. William has a car accident recently. T Mr. William makes his living by teaching. F Mr. William buys insurance for his car right away.