从预约、接车、环检、报价、进度、交车到回访，覆盖一辆车进店到离店的全链路。
SA: Good morning, [Brand] Service Department. This is Kevin speaking. How may I help you? （早上好，[品牌]售后服务部，我是 Kevin，请问有什么可以帮您？）
C: Hi, I'd like to book a service for my car. （你好，我想给我的车预约保养。）
SA: Sure. May I have your last name and the vehicle registration number, please? （好的，请告诉我您的姓氏和车牌号。）
C: It's Smith, plate number AB12 CDE. （姓 Smith，车牌 AB12 CDE。）
SA: Thank you, Mr. Smith. I see your vehicle is due for its 20,000-mile service. Is that what you'd like to book? （谢谢。系统显示您的车该做 2 万英里保养了，您是想约这个吗？）
C: Yes, and could you also check the brakes? They feel a bit soft. （对，另外帮我检查一下刹车，感觉有点软。）
SA: Absolutely. I've noted that. We have an opening this Saturday at 9 a.m. or 1 p.m. Which works better? （没问题，已记录。本周六上午 9 点或下午 1 点有空位，哪个方便？）
C: 9 a.m., please. （上午 9 点吧。）
SA: Perfect. I've booked you in for Saturday at 9. Please allow about two hours. Do you need a courtesy vehicle? （好的，已为您登记周六 9 点。大约需要两小时。需要代步车吗？）
C: Yes, that would be great. （需要，太好了。）
SA: Noted. I'll have a loaner ready. Please bring your driver's license and proof of insurance. See you Saturday! （已记录，会为您备好代步车。请带驾照和保险证明，周六见！）
| book / schedule /bʊk/ | 预约 / 安排 |
| registration number /ˌredʒɪˈstreɪʃn/ | 车牌号（英）；美常用 license plate |
| due for service | 到期该保养了 |
| courtesy vehicle / loaner /ˈloʊnər/ | 代步车 / 备用车 |
| proof of insurance | 保险证明 |
我想预约保养请告诉我您的___您的车该做___保养了__点有空位，哪个方便？大概需要___小时SA: Welcome! You must be Mr. Smith. We spoke on the phone. （欢迎！您是 Smith 先生吧，我们电话聊过。）
C: That's right. Here are the keys. （对，钥匙给您。）
SA: Great. Before we start, let's do a quick walkaround together so we're both clear on the current condition. （好。开始前我们一起绕车快速检查一下，确认现车状况，双方都清楚。）
C: Sure. （好的。）
SA: I notice a small scratch on the rear bumper and the fuel cap is a bit stiff. I'm noting these on the tablet. Anything else you'd like me to flag? （我注意到后保险杠有一道小划痕，油箱盖有点紧。我都在平板上记下了。还有其他要标注的吗？）
C: No, that's it. Also, there's a rattling noise from the dashboard. （没有了。另外仪表台有异响。）
SA: Got it — dashboard rattle noted as the main concern. I'll have the technician road-test it. Please confirm the mileage reads 21,340. （收到——仪表台异响作为主要问题记录，会让技师路试。请确认里程是 21,340。）
C: Yes, that's correct. （对，没错。）
SA: Perfect. I'll text you the digital inspection photos once the car is on the lift. Anything personal in the car we should know about? （好。车上台架后我把环检照片发短信给您。车里有什么私人物品需要我们注意吗？）
C: No, all good. （没有，放心。）
| walkaround /ˈwɔːkəraʊnd/ | 绕车检查 |
| DVI (Digital Vehicle Inspection) | 数字化车辆环检 |
| bumper /ˈbʌmpər/ | 保险杠 |
| scratch / dent /skrætʃ/ /dent/ | 划痕 / 凹痕 |
| rattling noise | 异响 / 嘎吱声 |
| road-test | 路试 |
| mileage /ˈmaɪlɪdʒ/ | 里程 |
我们一起快速绕车检查一下我记在平板上了还有别的要标注的吗？我把环检照片发短信给您SA: Thanks for waiting. Our technician inspected the car and here's what we found. （让您久等了。技师检查完了，这是我们发现的情况。）
C: Okay, what's the verdict? （好，结果怎么样？）
SA: The 20K service is straightforward — oil, filter, and a multi-point check. But we also found your front brake pads are at 3mm, below the safety limit of 4mm. I'd recommend replacing them now. （2 万保养很常规——机油、机滤、全车点检。但我们发现前刹车片只剩 3mm，低于 4mm 的安全线，建议现在换。）
C: How much is that going to cost me? （这要花多少钱？）
SA: The service is $189. The brake pads, parts and labor, come to $320. Total before tax is $509. （保养 189，刹车片含工料 320，税前合计 509。）
C: That's more than I expected. Do I have to do the brakes today? （比我预期多。刹车今天必须换吗？）
SA: It's your call, but I wouldn't advise driving long on 3mm — it affects stopping distance. I can prioritize the service and hold the brakes if you'd like to think about it. （这取决于您，但我不建议 3mm 还开长途——影响制动距离。您若想考虑，我可以先做保养、刹车暂缓。）
C: Let's just do both. Go ahead. （两个都做吧，开始吧。）
SA: Great. Please sign here to authorize the repair order. We'll have it ready by 2 p.m. （好。请在这里签字授权维修工单，下午 2 点前交车。）
| verdict /ˈvɜːrdɪkt/ | 结论 / 诊断结果 |
| multi-point check | 全车点检（多项目检查） |
| brake pads /breɪk pædz/ | 刹车片 |
| parts and labor | 配件 + 工时（材料人工） |
| repair order (RO) | 维修工单 |
| authorize /ˈɔːθəraɪz/ | 授权 / 批准 |
| stopping distance | 制动距离 |
这是我们发现的（问题）我建议现在就___税前合计___您决定，但我不建议___请签字授权维修工单SA: Hi Mr. Smith, it's Kevin from the service desk. Your car is on the lift now and the service is nearly done. （Smith 先生您好，我是服务台的 Kevin。您的车正在台架上，保养快做完了。）
C: Sounds good. （好的。）
SA: One thing — the inspection shows your engine air filter is quite clogged. It's not urgent, but replacing it improves fuel economy. It's $45. Want me to add it? （有件事——环检显示空气滤芯挺脏了。不急，但换了能改善油耗，45 块。要加上吗？）
C: Sure, go ahead. （加吧。）
SA: Done. We also topped up your windshield washer fluid at no charge. We're on track to finish by 2. I'll call when it's ready. （好的。我们还免费加满了玻璃水。按计划下午 2 点前完成，好了我打电话给您。）
C: Perfect, thanks. （太好了，谢谢。）
| on the lift | 在举升机上 / 台架上 |
| clogged /klɒɡd/ | 堵塞的 |
| fuel economy /iˈkɒnəmi/ | 燃油经济性 / 油耗 |
| top up | 加满 / 补充 |
| washer fluid | 玻璃水 |
| on track | 按计划进行 |
您的车正在台架上不急，但___能改善___要加上吗？免费SA: All done, Mr. Smith! Here are your keys. Let me walk you through what we did. （都做好了 Smith 先生！这是钥匙。我给您过一遍做了什么。）
C: Great. （好。）
SA: We completed the 20K service, replaced both front brake pads, and changed the air filter. Here are the old pads so you can see the wear. （完成了 2 万保养、更换了前刹车片、换了空滤。这是旧刹车片，您能看到磨损。）
C: Wow, they were thin. （哇，真薄。）
SA: Exactly why we changed them. Your invoice total is $554 including tax. We've also reset your service light and updated the digital record. （所以才换。含税发票总额 554，已重置保养灯并更新电子档案。）
C: Can I pay by card? （能刷卡吗？）
SA: Of course. I'll send the terminal over, or you can tap here. （当然，我把 pos 机拿过来，或您直接这里感应。）
C: (pays) Done. （付好了。）
SA: Thank you! Your next service is due at 30,000 miles or 12 months. We'll text a reminder. Safe driving! （谢谢！下次保养在 3 万英里或 12 个月，我们会短信提醒。一路平安！）
| walk you through | 带您过一遍 / 讲解 |
| old parts / core | 旧件（可展示给客户） |
| wear /wer/ | 磨损 |
| invoice /ˈɪnvɔɪs/ | 发票 |
| service light | 保养提示灯 |
| terminal / POS | 刷卡机 / 收银终端 |
| tap (to pay) | 闪付 / 感应支付 |
我给您过一遍做了什么这是旧件，您能看到___含税总额___下次保养在___SA: Hi Mr. Smith, Kevin from [Brand]. Just checking in — how's the car running since the service? （Smith 先生您好，我是[品牌]Kevin，回访一下，保养后车开得怎么样？）
C: It feels great, braking is much better. （很好，刹车好多了。）
SA: Glad to hear it. You'll receive a short survey by email — we'd really appreciate your feedback, it helps my team. （很高兴听到。您会收到一封简短邮件问卷，非常希望您给反馈，这对我们团队很重要。）
C: Sure, I'll fill it out. （好，我会填的。）
SA: Thank you! And if anything comes up, my direct line is on the invoice. Have a great week. （谢谢！有任何问题，发票上有我的直拨电话。祝您一周愉快。）
| check in | 回访 / 问候近况 |
| running (the car runs well) | 车况 / 行驶状态 |
| survey /ˈsɜːrveɪ/ | 问卷 / 调研 |
| feedback /ˈfiːdbæk/ | 反馈 |
| direct line | 直拨电话 |
不是「推销」，而是听清客户真实诉求，再给专业建议。西方客户极重视「被倾听」。
SA: Welcome to [Brand]! First time with us? （欢迎来到[品牌]！第一次来我们店？）
C: Yes, just moved to the area. （对，刚搬来这附近。）
SA: Great to have you. Let me set up your profile. What do you mainly use the car for — commuting, family, or long trips? （欢迎。我帮您建个档案。车主要用途？通勤、家用还是长途？）
C: Mostly school runs and weekend trips. （主要是接送孩子和周末出游。）
SA: Got it. Family use — so reliability and safety are top priorities. Any issues or warning lights lately? （明白，家用——可靠和安全是重点。最近有故障或报警灯吗？）
C: No warning lights, just the regular service. （没报警，就是常规保养。）
SA: Perfect. I'll keep your profile noted as a family vehicle so we tailor recommendations accordingly. （好，我会把您的车标记为家用，后续建议都按这个来。）
| profile /ˈproʊfaɪl/ | 客户档案 |
| commuting /kəˈmjuːtɪŋ/ | 通勤 |
| school run | 接送孩子（英式常用） |
| warning light | 报警灯 / 故障灯 |
| tailor /ˈteɪlər/ | 量身定制 |
车主要用途是什么？___是重中之重最近有___吗？我们会相应调整建议C: Something's wrong with the steering, it feels weird. （转向有点问题，感觉怪怪的。）
SA: I understand. To help the technician, can you tell me — does it happen at low speed or highway speed? （明白。为了帮到技师，能说说低速还是高速时出现？）
C: Mostly when I'm parking, at low speed. （大多是停车、低速时。）
SA: And is it a noise, a vibration, or the wheel feels heavy? （是异响、震动，还是方向盘变沉？）
C: A kind of whining noise. （一种呜呜的响声。）
SA: So to confirm: a whining noise from the steering, mainly at low speed like parking. Is that right? （确认一下：转向处呜呜声，主要在低速如停车时出现。对吗？）
C: Exactly. （正是。）
SA: Thank you, that's very clear. We'll inspect the power steering system. （谢谢，很清楚。我们会检查助力转向系统。）
| steering /ˈstɪrɪŋ/ | 转向 |
| vibration /vaɪˈbreɪʃn/ | 震动 |
| whining noise /ˈwaɪnɪŋ/ | 呜呜声（高频啸叫） |
| power steering | 助力转向 |
| to confirm | 确认 |
是___还是___时出现？是异响、震动还是___？确认一下：___。对吗？SA: Based on your mileage, you service about twice a year. Our Maintenance Plan covers three services a year at a fixed price — it usually saves members 15 to 20 percent. （按您的里程，一年大概保养两次。我们的养护套餐含一年三次保养，固定价，会员通常省 15–20%。）
C: Is there a catch? （有什么套路吗？）
SA: No catch at all. It includes parts, labor, and genuine oil. You also get priority booking and free seasonal checks. Cancel anytime. （绝无套路。含配件、工时和原厂机油，还有优先预约和免费季节检测，随时可取消。）
C: That sounds reasonable. How do I sign up? （听起来合理。怎么加入？）
SA: I can enroll you right now — it takes two minutes and there's no upfront fee today. （我现在就能帮您登记，两分钟搞定，今天不收预付费。）
| Maintenance Plan | 养护套餐 / 保养计划 |
| genuine parts / oil | 原厂件 / 原厂机油 |
| priority booking | 优先预约 |
| cancel anytime | 随时可取消 |
| enroll /ɪnˈroʊl/ | 登记加入 |
| upfront fee | 预付费用 |
按您的___，您大概___通常能省___%绝无套路我现在就能帮您登记C: Honestly, money's tight this month. What's the bare minimum I need? （说实话，这个月手头紧。最少必须做哪些？）
SA: I hear you. Let's split it into "must-do" and "can-wait". The oil change is essential — overdue oil risks engine damage. The brake pads are safety-critical, so I'd put those in must-do too. （明白。我们分「必须做」和「可暂缓」。换机油是必须的——超期伤发动机；刹车片关乎安全，也列必须。）
C: Okay. （好。）
SA: The air filter and the cosmetic scratch can safely wait a few months. That brings your today's cost to $420 instead of $554. （空滤和外观划痕可以放心缓几个月。这样今天费用从 554 降到 420。）
C: That helps a lot. Let's do the must-do list. （帮大忙了，就做必须的吧。）
SA: Smart choice. I've noted the deferred items and we'll remind you next visit. （明智。我记下了暂缓项目，下次提醒您。）
| bare minimum | 最少 / 最低限度 |
| must-do / can-wait | 必须做 / 可暂缓 |
| essential /ɪˈsenʃl/ | 必要的 |
| safety-critical | 安全关键的 |
| deferred /dɪˈfɜːrd/ | 暂缓的 / 延期的 |
手头紧，最少做哪些？我们分成___和______可以放心缓一缓这样您的费用降到___按具体维修项目拆分，每个都是客户常问的高频场景。
SA: For the 30K service we'll change engine oil and filter, rotate the tires, check all fluids, and inspect brakes and suspension. Estimated two hours. （3 万保养含机油机滤、轮胎换位、全车油液检查、刹车和悬挂检查，预计两小时。）
C: Do you use synthetic oil? （你们用合成机油吗？）
SA: Yes, fully synthetic, grade 0W-20, which your engine specifies. （用，全合成 0W-20，正是您发动机要求的标号。）
| rotate tires | 轮胎换位 |
| synthetic oil /sɪnˈθetɪk/ | 合成机油 |
| suspension /səˈspenʃn/ | 悬挂 |
| grade / viscosity | 机油标号 / 粘度 |
C: The car pulls to the left when I brake. （刹车时车往左偏。）
SA: That often points to a sticking caliper or uneven pad wear. We'll measure both front brakes and check the rotor surfaces. （通常是卡钳卡滞或刹车片磨损不均。我们会测两侧前刹、检查刹车盘表面。）
C: Is it safe to drive home? （开回家安全吗？）
SA: I'd avoid hard braking, but it's drivable short-term. We can fit you in this afternoon. （避免急刹，短途能开。我们下午能安排您进厂。）
| pull to one side | 偏向一侧（刹车跑偏） |
| caliper /ˈkælɪpər/ | 刹车卡钳 |
| rotor / disc | 刹车盘 |
| uneven wear | 磨损不均 |
| drivable | 可行驶的 |
C: I think I have a slow puncture. （我好像慢撒气。）
SA: We'll dunk the tire in the water tank to find the leak, then decide repair vs. replace. If it's in the tread and under ¼ inch, it's repairable. （我们把胎泡水槽找漏点，再决定补还是换。若在胎面且小于 1/4 英寸可补。）
C: How long will a repair take? （补胎要多久？）
SA: About 30 minutes. We'll also rebalance the wheel. （约 30 分钟，并做动平衡。）
| puncture /ˈpʌŋktʃər/ | 扎胎 / 穿孔（英）；美常用 flat |
| slow leak | 慢撒气 |
| tread /tred/ | 胎面花纹 |
| rebalance | 动平衡 |
C: The A/C blows warm air. （空调吹热风。）
SA: Likely low refrigerant or a faulty compressor. We'll pressure-test the system first — that's a $49 diagnostic, waived if you proceed with the repair. （可能冷媒不足或压缩机故障。我们先测压——检测费 49，若维修则免收。）
C: And the battery died twice last week. （电瓶上周亏电两次。）
SA: We'll load-test it. If it's below 12.4 volts under load, replacement is recommended. （我们做负载测试。若负载下低于 12.4 伏建议更换。）
| refrigerant /rɪˈfrɪdʒərənt/ | 冷媒 / 制冷剂 |
| compressor /kəmˈpresər/ | 压缩机 |
| pressure-test | 测压 / 打压测试 |
| diagnostic fee /ˌdaɪəɡˈnɑːstɪk/ | 检测费 |
| load-test (battery) | 电瓶负载测试 |
C: The check engine light came on. （发动机故障灯亮了。）
SA: Is the car driving normally, or is it misfiring? （车开起来正常吗，还是缺缸抖动？）
C: Seems fine, no loss of power. （好像正常，没掉动力。）
SA: Good sign. We'll scan for the fault code with our diagnostic tool. A loose gas cap can even trigger it. We'll advise before any repair. （好现象。我们用诊断仪读故障码，油箱盖松了都可能触发。维修前会先告知您。）
| check engine light | 发动机故障灯 |
| misfire | 缺缸 / 失火 |
| fault code / DTC | 故障码 |
| scan tool | 诊断仪 / 读码器 |
| trigger /ˈtrɪɡər/ | 触发 |
C: Is this covered under warranty? （这个在保修范围内吗？）
SA: Let me check your VIN. You're within the 5-year / 60,000-mile warranty, and this part is a warranty item, so there's no charge to you. （我查下 VIN。您在 5 年/6 万英里保修期内，这零件属保修项，您无需付费。）
C: Great. How long will it take? （太好了，要多久？）
SA: We need to order the part — should arrive tomorrow. I'll also check for any open recalls on your VIN while it's here. （需订件，明天到。顺便我会查您 VIN 是否有未执行的召回。）
| warranty /ˈwɔːrənti/ | 保修 |
| VIN (Vehicle ID Number) | 车架号 |
| warranty item | 保修项目 |
| recall /rɪˈkɔːl/ | 召回 |
| open recall | 未执行的召回 |
这在保修内吗？您在___保修期内您无需付费我查下有无未执行召回SA: The water pump isn't in stock. I've ordered it from the regional depot — ETA is two business days. （水泵没现货，我已从区域库订，预计两个工作日到。）
C: Can I get a loaner in the meantime? （这段时间能给代步车吗？）
SA: Absolutely. I'll set you up with a courtesy car today and call the moment the part lands. （当然。今天给您安排代步车，配件一到立刻打电话。）
| in stock | 有现货 |
| regional depot | 区域配件库 |
| ETA (Estimated Time of Arrival) | 预计到达时间 |
| the moment it lands | 一到货（口语） |
C: My car won't start in the parking lot. （车在停车场打不着火。）
SA: Don't worry. I'll dispatch our shuttle to pick you up, and we can send a technician or call roadside assistance for a jump-start. Are you safe where you are? （别担心。我派班车接您，并安排技师或道路救援来搭电。您待着安全吗？）
C: Yes, I'm fine. （安全，没事。）
SA: Good. Roadside is on the way, ETA 25 minutes. We'll tow it in if the battery is dead. （好。救援已在路上，预计 25 分钟。若电瓶没电我们就拖回厂。）
| won't start | 打不着火 |
| dispatch /dɪˈspætʃ/ | 派遣 |
| shuttle | 班车 / 接送车 |
| jump-start | 搭电 / 跨接启动 |
| roadside assistance | 道路救援 |
| tow /toʊ/ | 拖车 |
SA: Mike, bay 3 — customer reports a whining noise from the steering at low speed. Priority is diagnosis, then quote. （Mike，3 号工位——客户报低速时转向呜呜响。先诊断再报价。）
T: Copy. I'll scan and road-test. Give me 40 minutes for the diag. （收到。我先读码再路试，诊断给我 40 分钟。）
SA: Sounds good. If it's the power steering pump, flag it — customer is budget-conscious, so confirm with me before any parts. （好。若是助力泵先标注——客户预算紧，换件前先跟我确认。）
T: Understood. I'll hold on parts until you authorize. （明白，换件前等你授权。）
| bay /beɪ/ | 工位 |
| copy (radio slang) | 收到 / 明白 |
| flag it | 标注 / 标记（提示） |
| hold on parts | 暂缓换件 |
你作为管理者，要会给团队做培训、开早会、盯 KPI。这些英语让你在老外团队面前立得住。
M: Good morning, team. Quick huddle — three things today. （早，团队。快速晨会，今天三件事。）
M: First, safety: remember to chock the wheels and wear eye protection when grinding. No exceptions. （第一，安全：磨削时务必塞轮挡、戴护目镜，没有例外。）
M: Second, we have eleven cars booked, two of them loaner returns — inspect those thoroughly. （第二，今天约了 11 台，其中两台是代步车归还，要彻底检查。）
M: Third, our CSI target this month is 92%. Let's nail the mid-repair call on every job. Any blockers? （第三，本月 CSI 目标 92%，每台都做维修中途电话。有卡点吗？）
Team: All good, boss. （没问题，老板。）
M: Great. Let's have a safe, productive day. （好，祝大家安全、高效的一天。）
| huddle /ˈhʌdl/ | （球队式）短会 / 晨会 |
| chock the wheels | 塞轮挡（防溜车） |
| eye protection | 护目镜 |
| grinding /ˈɡraɪndɪŋ/ | 打磨 / 研磨 |
| blockers | 障碍 / 卡点 |
| productive /prəˈdʌktɪv/ | 高效的 |
快速晨会，今天三件事没有例外我们把___做扎实有卡点吗？M: When a customer arrives, greet them by name within ten seconds. Then always do the walkaround together — never skip it. （客户到店 10 秒内叫名字问候。然后一定一起绕车，绝不省略。）
SA: What if they're in a rush? （要是赶时间呢？）
M: Even then, take 60 seconds for the key photos — bumper, lights, and mileage. It protects you and the store. （即便如此，也花 60 秒拍关键照片——保险杠、灯光、里程。这是保护你也是保护店。）
SA: Got it. And the estimate? （明白。报价呢？）
M: Always get a signed RO before any work beyond the booked service. No signature, no extra work. That's policy. （超出预约项目前必须拿到签字工单。没签字不加项目，这是规定。）
| greet by name | 叫名字问候 |
| within ten seconds | 10 秒内 |
| key photos | 关键照片（环检） |
| policy /ˈpɑːləsi/ | 规定 / 政策 |
M: Last week we missed the mid-repair call on four jobs. That's why two surveys came back low on "kept informed". （上周有 4 台漏打中途电话，所以两份问卷在「信息同步」上打分低。）
M: Going forward, the advisor sets a calendar reminder the moment the RO is opened. Let's close that gap. （以后工单一开就设提醒。把这个漏洞补上。）
Team: Agreed. （同意。）
M: Also, every completed RO needs a final QC sign-off before the car hits the wash bay. （另外，每台完工工单交车前需 QC 签字。）
| missed the call | 漏打电话 |
| kept informed | 信息同步 / 被通知（CSI 维度） |
| going forward | 今后 / 往后 |
| close the gap | 弥补差距 / 堵漏洞 |
| QC sign-off | 质检签字 |
M: Your CSI is 88, just below the 90 floor. The comments mention wait time at the counter. （你 CSI 88，略低于 90 底线。评论提到前台等待时间。）
SA: Mornings get slammed, I admit. （早高峰确实挤，我承认。）
M: Let's batch the paperwork during quiet hours and pre-write the RO template. That should cut your counter time. I'll review next month. （我们把文书集中在空闲时段、预填工单模板，能压缩前台时间。下月复盘。）
SA: Makes sense. I'll try that. （有道理，我试试。）
| floor (target floor) | 底线 / 最低线 |
| slammed | 爆满 / 忙翻（口语） |
| batch the paperwork | 批量处理文书 |
| quiet hours | 空闲时段 |
| cut the time | 缩短时间 |
M: Before anyone uses the new lift, complete the certification. Never go under a car until the safety locks engage. （用新举升机前先考证。安全锁到位前绝不下到车底。）
M: Hybrids and EVs have high-voltage orange cables — label them and never cut without training. （混动和电车有高压橙色线缆，要标注，未受训绝不剪。）
| certification /ˌsɜːrtɪfɪˈkeɪʃn/ | 认证 / 持证 |
| safety locks | 安全锁 |
| high-voltage | 高压（电） |
| EV (Electric Vehicle) | 电动车 |
西方门店的 CSI（客户满意度指数）直接挂钩厂家返利和你的奖金。学会怎么问、怎么要好评。
SA: We'd love your honest feedback on yesterday's visit. On a scale of 1 to 10, how likely are you to recommend us? （想听您对昨天服务的真实反馈。1 到 10 分，您推荐我们的意愿有多高？）
C: Probably a 9. （大概 9 分。）
SA: That's great to hear — what stopped it being a 10? （很高兴，是什么没让您打满分？）
C: I waited a bit at pickup. （取车时等了一会儿。）
SA: Fair point. We're adding a text alert when the car is ready so you're not guessing. Thanks for the candor. （有道理。我们会增加「车好了」的短信提醒，免得您干等。谢谢坦诚。）
| honest feedback | 真实反馈 |
| on a scale of 1 to 10 | 1 到 10 分制 |
| recommend us | 推荐我们 |
| candor /ˈkændər/ | 坦诚 |
您推荐我们的意愿有多高？是什么没让您打满分？谢谢您的坦诚SA: If you were happy with the service, we'd be grateful if you left a quick Google or DealerRater review. It really helps my team. （若满意，麻烦在 Google 或 DealerRater 留个简短好评，对我们团队帮助很大。）
C: Sure, where do I go? （好，去哪留？）
SA: I'll text you the link. Takes two minutes — just mention Kevin if you can. （我把链接发短信。两分钟，能提一句 Kevin 最好。）
| leave a review | 留好评 |
| DealerRater | 欧美汽车经销商评价网站 |
| grateful /ˈɡreɪtfl/ | 感激的 |
SA: On a 0–10 scale, how likely are you to recommend our service to friends or family? （0–10 分，您向亲友推荐我们服务的可能性多大？）
C: A 10, honestly. Kevin was brilliant. （10 分，Kevin 太棒了。）
SA: That means a lot, thank you! Would you mind if I shared that with my manager? （太感谢了！介意我转告经理吗？）
| NPS (Net Promoter Score) | 净推荐值 |
| brilliant /ˈbrɪljənt/ | 出色的（英式夸人） |
| would you mind if ___ | 您介意___吗？ |
投诉是售后最考验英语和心理的环节。核心四步：倾听 → 共情 → 解决 → 跟进。
C: I was told two hours, it's been three! This is unacceptable. （说好两小时，都三小时了！不可接受。）
SA: You're absolutely right to be upset, and I'm sorry. Let me find out exactly where we are right now. （您生气完全合理，我道歉。我马上查现在到底到哪一步了。）
SA: (checks) The part was delayed from the depot. I should have called you. That's on me. （查了——配件从库里延迟了。我本该打电话给您，这是我的责任。）
C: So when will it actually be done? （那到底什么时候好？）
SA: The part just arrived. We'll prioritize your car and have it ready by 5. I'll waive the diagnostic fee for the wait. （配件刚到。我们优先您的车，5 点前好。等待的检测费我给您免了。）
C: Fine. But keep me posted. （行，但随时通知我。）
SA: I will — text every step. Thank you for your patience. （会的，每步都发短信。谢谢您的耐心。）
| unacceptable /ˌʌnəkˈseptəbl/ | 不可接受的 |
| upset /ʌpˈset/ | 生气的 / 沮丧的 |
| that's on me | 这是我的责任（口语） |
| waive the fee /weɪv/ | 免除费用 |
| keep me posted | 随时通知我 |
| patience /ˈpeɪʃns/ | 耐心 |
您生气合理，我道歉这是我的责任我免除___费我会随时通知您C: You "fixed" my AC last week and it's warm again. What now? （上周你们「修好」的空调又吹热风了，现在怎么办？）
SA: I'm sorry it didn't hold. That's not the standard we want. Bring it back and we'll re-diagnose at no charge — and if we missed something, the rework is on us. （抱歉没修住，这不是我们要的标准。开回来免费重诊，若是我们漏了，返工我们承担。）
C: I need it by tomorrow, I have a trip. （明天前要，我要出远门。）
SA: Understood — I'll slot you first thing tomorrow morning and give you a loaner today so you're not stuck. （明白——明天一早优先给您，今天给代步车，不耽误您。）
| didn't hold | 没修住 / 没撑住 |
| re-diagnose | 重新诊断 |
| rework /ˈriːwɜːrk/ | 返工 |
| slot you in | 给您插进档期（口语） |
| not stuck | 不耽误 / 不卡住 |
C: I never approved this $200 charge! （这 200 块我根本没同意！）
SA: Let me pull up your RO. You're correct that this line wasn't on the original estimate — I see it was added during the job. （我调出工单。您说得对，这项不在原报价里——是维修中加的。）
SA: Since we didn't get your okay in writing, I'll remove it. You'll only pay the agreed amount. （既然没拿到您书面确认，我去掉这项。您只付约定金额。）
C: Thank you — that's all I asked. （谢谢，我要的就是这个。）
| approve /əˈpruːv/ | 批准 / 同意 |
| pull up the RO | 调出工单 |
| original estimate | 原报价 |
| in writing | 书面（确认） |
| remove the charge | 删掉这笔费用 |
C: You're denying my warranty claim? This is ridiculous! （你们拒我保修？太离谱了！）
SA: I understand the frustration. The claim was declined because the service history shows missed scheduled maintenance, which the warranty requires. （理解您的沮丧。拒保是因为保养记录显示漏了定期保养，而保修要求必须按时保养。）
C: But I didn't know! （可我不知道啊！）
SA: I hear you, and I'll appeal it to the regional manager with your case — sometimes they grant goodwill coverage. No promise, but I'll push for you. （我懂，我向区域经理申诉您的个案——有时会给善意保修。不保证，但我会为您争取。）
C: At least someone's trying. （至少有人在帮我。）
| deny a claim | 拒赔 / 拒保 |
| frustration /frʌˈstreɪʃn/ | 沮丧 / 挫败 |
| missed maintenance | 漏保 / 漏保养 |
| appeal /əˈpiːl/ | 申诉 |
| goodwill coverage | 善意保修 / 通融赔付 |
理解您的沮丧拒保是因为___我向___申诉我会为您争取M: Sir, I'm the service manager. I want to hear exactly what happened, and I'll own this until it's resolved. （先生，我是售后经理。我想听清楚发生了什么，这事我来负责到底。）
C: Your advisor was rude and my car's still broken! （你们顾问态度差，车还没修好！）
M: That's not good enough, and I apologize. Let's separate the two issues. First, the car — I'll have my senior tech on it now. Second, the attitude — I'll address that with the advisor personally. （这不行，我道歉。我们分开两件事：车——我马上派资深技师；态度——我亲自跟顾问谈。）
M: Give me 20 minutes to assess, then I'll come back with a clear plan and a fair offer. Deal? （给我 20 分钟评估，然后回来给您明确方案和公平补偿。行吗？）
C: Fine. Twenty minutes. （行，20 分钟。）
| service manager | 售后经理 / 服务经理 |
| own this | 负责到底（口语） |
| rude /ruːd/ | 无礼的 / 态度差的 |
| senior tech | 资深技师 |
| assess /əˈses/ | 评估 |
| fair offer | 公平补偿 / 方案 |
这事我负责到底我们把两件事分开我回来给您明确方案行吗？（口语确认）SA: Mr. Smith, following up on the wait issue from Tuesday — your car's been running well since, correct? （Smith 先生，跟进周二等待的事——之后车开得还好吧？）
C: Yes, no problems. （对，没问题了。）
SA: Glad to hear it. I've noted your feedback so we improve. If anything else comes up, I'm your direct contact. （高兴听到。我已记录您的反馈以便改进。再有事直接找我。）
C: Appreciate you following up. （谢谢你回访。）
| following up on ___ | 跟进___（的事） |
| closing the loop | 闭环 / 收尾 |
| direct contact | 直接对接人 |
| appreciate /əˈpriːʃieɪt/ | 感激 |
通勤、值班前扫一眼，混个眼熟。
| 英文 | 中文 | 英文 | 中文 |
|---|---|---|---|
| Service Advisor (SA) | 服务顾问 / 接待 | Technician / Tech | 技师 |
| Service Manager | 售后经理 | Repair Order (RO) | 维修工单 |
| Digital Vehicle Inspection (DVI) | 数字环检 | Invoice | 发票 |
| Estimate / Quote | 报价 / 估价 | VIN | 车架号 |
| Walkaround | 绕车检查 | Bay | 工位 |
| 英文 | 中文 | 英文 | 中文 |
|---|---|---|---|
| Oil change | 换机油 | Oil filter | 机油滤清器 |
| Synthetic oil | 合成机油 | Multi-point check | 全车点检 |
| Brake pads / rotors | 刹车片 / 刹车盘 | Calipers | 刹车卡钳 |
| Tire rotation | 轮胎换位 | Wheel balance | 车轮动平衡 |
| Battery / load-test | 电瓶 / 负载测试 | Refrigerant | 冷媒 |
| Compressor | 压缩机 | Suspension | 悬挂 |
| Check engine light | 发动机故障灯 | Fault code / DTC | 故障码 |
| Water pump | 水泵 | Power steering | 助力转向 |
| Warranty / Recall | 保修 / 召回 | Goodwill coverage | 善意保修 |
| 英文 | 中文 | 英文 | 中文 |
|---|---|---|---|
| Book / Schedule | 预约 | Drop-off | 交车（进厂） |
| Loaner / Courtesy car | 代步车 | Roadside assistance | 道路救援 |
| Mid-repair call | 维修中途电话 | Delivery / Handover | 交车（出厂） |
| CSI (Customer Satisfaction Index) | 客户满意度指数 | NPS | 净推荐值 |
| Upsell | 增值推荐 | Maintenance Plan | 养护套餐 |
| Waive the fee | 免收费用 | Authorize | 授权 |
| 英文 | 中文 | 英文 | 中文 |
|---|---|---|---|
| Complaint | 投诉 | De-escalate | 化解 / 降温 |
| Escalate | 升级（上报） | Appeal | 申诉 |
| That's on me | 我的责任 | Keep me posted | 随时通知我 |
| Fair offer | 公平补偿 | Close the loop | 闭环 |
先背熟这台车的参数和保修，客户问任何「能跑多远、充多久、保几年」你都能秒答。
| 项目 | 英文 / 术语 | 数值（澳洲版） |
|---|---|---|
| 车型 | Chery E5 (formerly Omoda E5) | 纯电小型 SUV，前驱 FWD |
| 动力电池 | Traction / HV battery — LFP "Blade" | 61 kWh（比亚迪刀片 LFP） |
| 续航 | WLTP range | 430 km |
| 驱动电机 | Front drive motor | 150 kW / 201 hp，340 Nm |
| 0–100 km/h | Acceleration | 约 7.2–7.6 秒 |
| 直流快充 | DC fast charge (CCS2) | 最高 80 kW，30%→80% 约 30 分钟 |
| 交流慢充 | AC charge (Type 2) | 车载三相充电机 onboard charger |
| 充电口 | Front charging port | 车头前方（右舵布局） |
| 电池保修 | HV battery warranty | 8 年 / 不限公里（奇瑞澳洲） |
C: What's the real-world range? The sticker says 430. （实际续航多少？标的是 430。）
SA: The 430 is the WLTP lab figure. In Australian conditions, with the A/C on and city-plus-highway driving, you'll realistically see 340 to 380 km. Cold mornings and highway speeds pull it down a bit. （430 是 WLTP 实验室值。澳洲实际开空调、城乡结合，您大概能看到 340–380。冷早晨和高速会再低些。）
C: And how long to charge? （充电要多久？）
SA: On a public DC fast charger at 80 kW, 30 to 80 percent takes about half an hour — that's roughly 200 km of range in 30 minutes. At home on a 7 kW wallbox, a full charge overnight is 8 to 9 hours. （公共 80kW 直流快充，30%–80% 约半小时——相当于 30 分钟补 200 公里。家里 7kW 壁挂桩，整夜慢充 8–9 小时。）
C: Good to know. （明白了。）
| real-world range | 实际续航 |
| WLTP (lab figure) | 全球统一轻型车测试程序（实验室值） |
| wallbox /ˈwɔːlbɒks/ | 家用壁挂充电桩 |
| pull it down | 拉低（续航） |
| overnight | 过夜 / 整夜 |
___是 WLTP 实验室值澳洲实际您会看到___30%到80%约需___C: Everyone says "three-electric" — what does that even mean? （大家都说「三电」，到底啥意思？）
SA: Great question. In an EV the "three electrics" replace the old engine and gearbox. They are: the traction battery that stores energy, the drive motor that turns it into motion, and the electronic control system — the BMS, MCU and VCU — that manages everything. （好问题。电车里「三电」取代传统发动机和变速箱，指：存能量的动力电池、把能量变动力的驱动电机、以及管理一切的电控系统——BMS、MCU、VCU。）
C: So the battery is just one of three? （所以电池只是三分之一？）
SA: Exactly. People focus on the battery, but the motor and the controllers are just as critical to range and reliability. （对。大家盯着电池，但电机和控制器对续航、可靠性同样关键。）
| three electrics / three-electric system | 三电系统 |
| traction battery | 牵引电池 / 动力电池 |
| drive motor | 驱动电机 |
| electronic control | 电控 |
| BMS / MCU / VCU | 电池管理 / 电机控制 / 整车控制 |
客户不懂技术，你要能用大白话讲清电池、电机、电控，并回答「为啥会这样」。
C: Is the battery safe? I read about EVs catching fire. （电池安全吗？我看到过电车自燃的新闻。）
SA: Understandable concern. Your E5 uses an LFP "Blade" battery — lithium iron phosphate. It's far more stable than older chemistries and very resistant to thermal runaway. It also lasts longer — most still have 80%+ capacity after years. （理解。E5 用的是 LFP 刀片电池（磷酸铁锂），比老化学体系稳定得多，极难热失控，也更耐用——多年后多数仍保持 80% 以上容量。）
C: How do I make it last? （怎么让它耐用？）
SA: Two tips: keep charge between 20 and 80 percent for daily use, and avoid leaving it at 100% or 0% for long. Use fast chargers when you need them, but home AC charging is gentler on the pack. （两点：日常电量保持在 20%–80%，别长期满电或亏电；快充按需用，家用交流慢充对电池更友好。）
| LFP / lithium iron phosphate /ˈlɪθiəm ˈaɪən ˈfɒsfeɪt/ | 磷酸铁锂 |
| Blade battery | 刀片电池 |
| thermal runaway /ˈθɜːml ˈrʌnəweɪ/ | 热失控 |
| capacity / SOH | 容量 / 电池健康度 |
| chemistry | 电池化学体系 / 类型 |
您的 E5 用的是___电池它比___稳定得多电量保持在___到___之间C: There's no engine — what actually moves the car? （没发动机，到底是什么驱动车？）
SA: A front-mounted drive motor. The MCU — the motor control unit, basically an inverter — converts the battery's DC power into AC to spin the motor. No gears, no oil changes for the drivetrain. （前置驱动电机。MCU（电机控制器，本质是逆变器）把电池直流电转交流电驱动电机。无挡位、传动系不用换油。）
C: So fewer things to break? （所以坏的东西更少？）
SA: Right — an EV has about 20 moving parts versus over 2,000 in a combustion engine. That's why maintenance is simpler, though the high-voltage side needs trained technicians. （对——电车约 20 个运动件，燃油机超 2000。所以保养更简单，但高压部分需受训技师。）
| drive motor / traction motor | 驱动电机 |
| MCU (Motor Control Unit) | 电机控制器 |
| inverter /ɪnˈvɜːrtər/ | 逆变器 |
| DC → AC conversion | 直流转交流 |
| drivetrain | 传动系统 |
| combustion engine | 内燃机 |
SA: Think of three "brains". The BMS watches the battery — temperature, voltage, state of charge. The VCU is the main brain that decides how much power you get when you press the pedal. The MCU then drives the motor. On top, the OBC charges the battery from your wall, and the PDU distributes high-voltage power safely. （想象三个「大脑」。BMS 看电池——温度、电压、电量；VCU 是主脑，决定踩油门给多少力；MCU 再驱动电机。此外 OBC 负责从家里充电，PDU 安全分配高压电。）
C: And the 12-volt battery? （那 12V 小电池呢？）
SA: Smart question — the 12V runs the lights, screens and door locks. The big battery charges the 12V through a DC-DC converter. If the 12V dies, the car won't even "wake up", even with a full traction battery. （问得好——12V 供灯光、屏幕、门锁。大电池通过 DC-DC 转换器给 12V 充电。12V 亏电，车连「醒」都醒不了，哪怕大电池满电。）
| BMS (Battery Mgmt System) | 电池管理系统 |
| VCU (Vehicle Control Unit) | 整车控制器 |
| OBC (Onboard Charger) | 车载充电机 |
| PDU (Power Distrib. Unit) | 高压配电盒 |
| DC-DC converter | 直流变换器（高转低） |
| state of charge (SOC) | 电量 / 荷电状态 |
C: Why does my range drop so much with the heater on? （为什么一开暖风续航掉这么多？）
SA: Unlike a petrol car that gets heat free from the engine, an EV makes cabin heat from the battery. In winter that can cost 20 to 30 percent of range. Pre-condition the cabin while still plugged in — that uses grid power, not your battery. （燃油车暖风是发动机余热白送的，电车暖风要从电池取电。冬天会吃掉 20–30% 续航。插着电时先预热座舱——用的是电网电，不耗电池。）
C: And the weird braking feel? （还有那奇怪的刹车感？）
SA: That's regenerative braking — the motor slows the car and puts energy back into the battery. It feels different but saves range. In cold weather or low charge it's reduced on purpose to protect the pack. （那是能量回收——电机拖慢车并把能量送回电池。感觉不同但省电。寒冷或低电量时会主动减弱以保护电池。）
| thermal management | 热管理 |
| regenerative braking /rɪˈdʒenərətɪv/ | 能量回收 / 再生制动 |
| pre-condition | 预加热 / 预处理（插电时） |
| cabin heat | 座舱暖风 |
| grid power | 电网电 |
这是你最该练熟的部分：客户车坏了/报警了，你如何问清现象、解释原因、给方案。
C: My E5 is fully charged but it won't even turn on — dead as a doornail. （E5 满电但完全打不开，一点反应没有。）
SA: Even with a full traction battery, this is almost always the 12-volt auxiliary battery. The big battery can't "wake" the car if the 12V is flat. Do the dashboard lights or door locks work at all? （即便大电池满电，这几乎总是 12V 辅助电池的问题。12V 没电，大电池也「唤不醒」车。仪表灯或门锁有任何反应吗？）
C: Nothing. Totally dark. （完全没有，全黑。）
SA: That confirms it — the 12V is flat. We can jump-start it from the front terminals, or I can send roadside assistance. Once running, we'll test and likely replace the 12V. The traction battery is fine. （确认了——12V 亏电。我们可以从前部接线柱搭电，或派道路救援。启动后我们检测、大概率换 12V。大电池没事。）
C: Okay, come quick. （好，快点来。）
| 12-volt auxiliary battery | 12V 辅助电池（小电池） |
| flat / dead | 没电的 |
| won't turn on / wake up | 打不开 / 唤不醒 |
| jump-start (the 12V) | 搭电（搭 12V） |
| front terminals | 前部接线柱 |
| roadside assistance | 道路救援 |
即便大电池满电，这几乎总是___若___，大电池也唤不醒车确认了——___C: The fast charger keeps stopping at 5 percent. It says "communication error". （快充到 5% 就停，提示「通信错误」。）
SA: That's a handshake fault between the car and the charger — common with CCS2. Let's try a different stall or a different network first; sometimes it's the charger, not the car. （那是车与桩之间的握手故障——CCS2 常见。先换一个车位或换一家网络；有时是桩的问题不是车。）
C: Tried two chargers, same thing. （试了两个桩，都一样。）
SA: Then it's likely the charge port or the onboard charger. Book it in and we'll scan the charging system, check the CCS2 connector for damage, and test the OBC. If it's a hardware fault, it's covered under the 8-year HV warranty. （那可能是充电口或车载充电机。请预约进厂，我们扫充电系统、查 CCS2 接口有无损坏、测 OBC。若是硬件故障，在 8 年高压保修内。）
C: Good, I'll book it. （好，我预约。）
| handshake fault | 握手故障（通信失败） |
| communication error | 通信错误 |
| stall / bay | 充电桩车位 |
| charge port / connector | 充电口 / 接头 |
| onboard charger (OBC) | 车载充电机 |
| hardware fault | 硬件故障 |
C: My wallbox won't charge the car overnight. （家里壁挂桩整夜充不进。）
SA: Let's check the basics: is the wallbox showing power, and does the car click when you plug the Type 2 cable in? Also, is the scheduled charging set to off-peak hours? （查下基础：壁挂桩有电吗？插 Type 2 线时车有「咔哒」声吗？另外，是否设了错峰充电时段？）
C: The box has power, but no click. （桩有电，但没咔哒声。）
SA: No click means the car isn't sensing the connector — could be the cable, the port, or a setting. Try the public Type 2 once to isolate it; if that works, it's your wallbox or cable. Bring it in either way and we'll diagnose. （没咔哒声说明车没识别接头——可能是线、口或设置。先用公共 Type 2 试一次排除；若公共能充，就是您家桩或线的问题。无论如何开来我们诊断。）
| wallbox / home charger | 家用壁挂桩 |
| Type 2 cable | Type 2（欧标）充电线 |
| scheduled / off-peak charging | 预约 / 错峰充电 |
| sensing the connector | 识别接头 |
| isolate the fault | 定位 / 隔离故障 |
C: A red battery warning came on and the car lost power. （红色电池报警亮了，车没动力了。）
SA: That's the high-voltage isolation warning — the system detected a possible insulation fault, so it shuts down power to keep you safe. Please stop driving and call us; we'll tow it in. Do not open the frunk or touch any orange cables. （那是高压绝缘报警——系统检测到可能的绝缘故障，于是断电保护您安全。请停车联系我们拖走。别开前舱、别碰任何橙色线缆。）
C: Orange cables? （橙色线？）
SA: Yes — all high-voltage wiring is orange by law. Only our certified techs handle it. We'll scan for the fault code, check for water ingress or a damaged harness, and repair under warranty if needed. （对——所有高压线依法为橙色。只有持证技师能处理。我们读故障码、查进水或线束损坏，必要时保修内修。）
| HV isolation warning | 高压绝缘报警 |
| insulation fault | 绝缘故障 |
| shuts down power | 断电 / 切断动力 |
| frunk (front trunk) | 前备箱 / 前舱 |
| water ingress | 进水 |
| harness | 线束 |
C: I only got 280 km, not 430. The battery must be faulty. （只跑了 280，不是 430，电池肯定坏了。）
SA: I get why that feels wrong, but it's normal for LFP in winter. Cold thickens the electrolyte and the heater draws extra power. 280 in cold weather with the heater on is expected — not a fault. As it warms up you'll see more. （理解您的感受，但 LFP 冬天这样是正常的。冷天电解液变稠、暖风额外耗电。冷天开暖风跑 280 是预期内的，不是故障。天暖会回来。）
C: How do I get more? （怎么多跑点？）
SA: Pre-heat while plugged in, use seat heaters instead of full cabin heat, and keep speed steadier. That can recover 40 to 60 km. （插电时预加热、用座椅加热代替全暖风、稳住车速，能多跑 40–60 公里。）
| electrolyte /ɪˈlektrəlaɪt/ | 电解液 |
| expected, not a fault | 预期内，非故障 |
| seat heaters | 座椅加热 |
| recover range | 找回续航 |
C: The one-pedal mode stopped working and the car coasts. （单踏板模式不工作了，车会溜。）
SA: Regen is reduced on purpose when the battery is cold or nearly full — there's nowhere for the energy to go safely. Once the pack warms up or you use some charge, strong regen returns automatically. It's a protection feature, not a problem. （电池冷或快满时，能量回收会主动减弱——能量没处安全去。等电池热起来或您用掉些电，强回收会自动回来。这是保护功能，不是问题。）
| one-pedal mode | 单踏板模式 |
| coast /koʊst/ | 滑行 |
| regen reduced on purpose | 回收主动减弱 |
| protection feature | 保护功能 |
C: A "battery temperature" warning flashed on the highway. （高速上闪了「电池温度」报警。）
SA: The thermal management system is protecting the pack — likely after sustained high speed or a very fast charge back-to-back. Pull over, let it cool for 15 minutes, and avoid DC charging again until it settles. If it repeats, book it in and we'll check the coolant loop. （热管理系统在保护电池——可能是持续高速或连着快充。靠边停、冷却 15 分钟，暂缓直流快充直到恢复。若反复出现，预约进厂查冷却回路。）
| thermal management system | 热管理系统 |
| battery temperature warning | 电池温度报警 |
| pull over | 靠边停 |
| coolant loop | 冷却回路 |
| back-to-back charging | 连续快充 |
C: The tire pressure light is on and there's a "12V battery low" message. （胎压灯亮了，还有「12V 电池电量低」提示。）
SA: Two easy ones. The 12V message means the auxiliary battery is aging — we'll test and likely replace it. The tire light is probably just cold morning pressure; we'll top them to the door-card spec, around 36 PSI, and reset the sensor. （两个都好办。12V 提示说明辅助电池老化——我们检测、大概率换。胎压灯大概是冷 morning 胎压低；我们按门框标定值补到约 36 PSI 并复位传感器。）
| tire pressure monitoring (TPMS) | 胎压监测 |
| door-card spec | 门框（标注）标准值 |
| PSI | 胎压单位（磅/平方英寸） |
| reset the sensor | 复位传感器 |
| aging battery | 老化电池 |
C: After two years the range feels shorter. Is the battery worn out? （两年后续航感觉短了，电池废了吗？）
SA: Let's check the SOH — state of health — with our diagnostic tool. A small drop is normal; the warranty covers the pack if SOH falls below 70 percent within 8 years. Most E5s stay well above that. I'll print the report for you. （我们用诊断仪查 SOH（健康度）。小幅下降正常；8 年内 SOH 掉到 70% 以下保修包。多数 E5 远高于此。我给您打印报告。）
| SOH (State of Health) | 电池健康度 |
| worn out | 报废 / 磨损殆尽 |
| small drop is normal | 小幅下降正常 |
| print the report | 打印报告 |
C: I ran out of charge on the freeway. （我在高速上没电了。）
SA: Stay safe — move to the shoulder, turn on hazards, and stay in the car. I'll dispatch roadside with a flatbed; we tow EV-style with the wheels up, never drag it. We'll bring it in and fast-charge at the store. （注意安全——靠应急车道、开双闪、待在车里。我派道路救援用平板拖车；电车要抬轮拖，绝不能拖着走。拖回店我们快充。）
| ran out of charge | 没电了 |
| shoulder | 应急车道 |
| hazards / hazard lights | 双闪 / 危险报警灯 |
| flatbed tow | 平板拖车 |
| wheels up, never drag | 抬轮拖，绝不拖行 |
SA: Bay 2, E5 — red HV isolation warning, no power. Customer says no water exposure. Scan for insulation fault and check the HV harness. （2 号位，E5——红色 HV 绝缘报警、无动力。客户说没进水。读绝缘故障、查高压线束。）
T: Copy. I'll power down, lock out the HV, and use the insulation tester. Give me an hour. （收到。我先下电、锁定高压，用绝缘测试仪。给我一小时。）
SA: Roger. And confirm the 12V while you're in there — customer had a low-12V message last week. （好。顺便确认下 12V——客户上周有过 12V 低提示。）
| power down / lock out HV | 下电 / 锁定高压（上锁） |
| insulation tester | 绝缘测试仪 |
| scan for fault | 读故障码 |
| no water exposure | 无进水 |
EV 保养项目比油车少，但「该做的」一项不能漏——尤其是安全件和高压检测。
C: It's electric — do I even need a service? （电车还要保养？）
SA: Yes, though lighter than a petrol car. No oil or spark plugs, but we still check brakes, tires, suspension, cabin filter, and — importantly — the high-voltage system: battery health, coolant, and charging port. Skipping it can void parts of your warranty. （要，只是比油车轻松。没机油没火花塞，但刹车、轮胎、悬挂、空调滤芯仍要查，还有重要的高压系统：电池健康、冷却液、充电口。漏保可能让部分保修失效。）
C: How often? （多久一次？）
SA: We recommend every 12 months or 20,000 km, whichever comes first. Cheaper and quicker than an ICE service. （建议每 12 个月或 2 万公里，先到为准。比油车便宜也快。）
| lighter than a petrol car | 比油车轻松 |
| spark plugs | 火花塞 |
| cabin filter | 空调滤芯 |
| void the warranty | 使保修失效 |
| whichever comes first | 先到为准 |
虽比___轻松，我们仍___漏做会让___失效每___或___，先到为准SA: As part of the EV check we read the battery SOH, inspect the cooling loop, and top up the thermal coolant if needed. The coolant is separate from any engine — it's for the battery and motor. （EV 检查含读电池 SOH、查冷却回路、必要时补热管理冷却液。这冷却液和发动机无关——是给电池和电机用的。）
C: Is the coolant special? （冷却液特殊吗？）
SA: It's a specific low-conductivity coolant for high-voltage systems — never use generic antifreeze. Our techs use the exact Chery spec. （是专用于高压系统的低导电率冷却液——绝不能用普通防冻液。技师用的是奇瑞指定型号。）
| cooling loop / coolant | 冷却回路 / 冷却液 |
| thermal coolant | 热管理冷却液 |
| low-conductivity | 低导电率 |
| generic antifreeze | 普通防冻液 |
| exact spec | 指定型号 / 规格 |
SA: Two safety items EVs still need: brake fluid replacement every 2 years, and tire rotation. Your E5 is heavier because of the battery, so tires wear a bit faster and unevenly — rotation every 10,000 km keeps them even. （电车仍要的两项安全件：刹车油每 2 年换、轮胎换位。E5 因电池更重，轮胎磨损略快且不均——每 1 万公里换位能保持均匀。）
C: Makes sense. （有道理。）
| brake fluid | 刹车油 |
| tire rotation | 轮胎换位 |
| heavier due to the battery | 因电池更重 |
| wear unevenly | 磨损不均 |
C: The screen said "update available". Should I do it? （屏幕说「有更新」，要更吗？）
SA: We can do it here on the workshop Wi-Fi — faster and safer than your home. Updates improve the BMS, charging speed and infotainment. We'll also check for any manufacturer campaigns while it's connected. （我们可以在店里的工位 Wi-Fi 上升级——比家里快也更稳。更新能改进 BMS、充电速度和车机。连着时我们也查有无厂家升级活动。）
| software / OTA update | 软件 / 空中升级 |
| workshop Wi-Fi | 车间 Wi-Fi |
| infotainment /ɪnfnteɪnmənt/ | 车机 / 信息娱乐系统 |
| manufacturer campaign | 厂家升级活动 / 技术服务 |
C: It only charged at 40 kW, not 80! I want this fixed. （只充到 40kW，不是 80！我要修。）
SA: Fair point to raise. The 80 kW is the peak, reached only between roughly 10 and 50 percent and in warm conditions. As the battery fills or if it's cold, the rate drops on purpose to protect the cells — that's normal, not a fault. （提得合理。80kW 是峰值，只在约 10%–50% 且温度适宜时达到。电量越高或天冷，速率会主动降以保护电芯——正常，非故障。）
C: So it's fine? （那没事？）
SA: For that session, yes. But if you ever see under 30 kW at 20 percent on a warm day at a known 150 kW stall, then we'll investigate the OBC. I'll note your concern. （那次是正常的。但如果您在任何温暖天、known 150kW 桩、20% 电量时见到低于 30kW，那我们再查 OBC。我记下您的顾虑。）
| peak rate | 峰值速率 |
| as the battery fills | 电量越高 |
| drops on purpose | 主动下降 |
| protect the cells | 保护电芯 |
| investigate the OBC | 查车载充电机 |
在澳洲卖奇瑞新能源，这些本地化场景你一定会撞上。
C: What cable do I need for public chargers here? （公共桩我需要什么线？）
SA: Australia uses the CCS2 standard. Your E5 has one port: Type 2 for AC slow charging, and the same port adds the two DC pins for CCS fast charging. Most public stations here — Chargefox, Evie, Ampol — are CCS2, so you just plug in, no adapter needed. （澳洲用 CCS2 标准。E5 一个口：Type 2 交流慢充，同一口加两针直流就是 CCS 快充。这里多数公共桩——Chargefox、Evie、Ampol——都是 CCS2，直接插，不用转接。）
C: And at home? （家里呢？）
SA: A standard Type 2 wallbox on your garage circuit. We can recommend a certified installer. （车库电路上装标准 Type 2 壁挂桩。我们可以推荐持证安装商。）
| CCS2 standard | CCS2 标准（澳/欧） |
| Type 2 (AC) / CCS (DC) | 欧标交流 / 直流 |
| no adapter needed | 无需转接 |
| Chargefox / Evie / Ampol | 澳洲主流公共充电网 |
| certified installer | 持证安装商 |
C: Can I drive it to the outback? （能开它去内陆（偏远地区）吗？）
SA: Absolutely on sealed highways — plan charging stops using the PlugShare app and aim to arrive with 20 percent to spare. In remote areas chargers are sparse, so for true outback trips a petrol car is still safer. Around the city and coast you're perfectly fine. （铺装公路完全行——用 PlugShare App 规划充电站、预留 20% 余量。偏远地区桩少，真去内陆还是油车更稳。城市和海岸完全没问题。）
| outback | 澳洲内陆偏远地区 |
| sealed highways | 铺装公路 |
| PlugShare (app) | 充电站地图 App |
| sparse / sparse chargers | 稀疏 / 桩少 |
| to spare | 预留 / 富余 |
SA: A quick note for Australian driving: your E5 is right-hand drive, charging port is at the front, so pull nose-in at CCS stalls. Also, road trains and wildlife are real hazards up north — regen helps in traffic but keep a safe gap. （澳洲驾驶小提示：E5 是右舵，充电口在前，CCS 桩请车头朝内停。另外北部有公路列车和野生动物，注意车距，拥堵时能量回收有帮助。）
| right-hand drive (RHD) | 右舵 |
| nose-in parking | 车头朝内停 |
| road train | 公路列车（长拖挂） |
| wildlife hazard | 野生动物隐患 |
| keep a safe gap | 保持安全车距 |
C: If the battery fails, am I covered? （电池坏了保吗？）
SA: Yes. Chery Australia gives an 8-year, unlimited-kilometre warranty on the high-voltage battery. It covers defects and abnormal capacity loss — defined as SOH below 70 percent. We document the SOH reading and lodge the claim with Chery; if approved, the pack or module is replaced at no cost to you. （保。奇瑞澳洲给高压电池 8 年不限公里保修，覆盖缺陷和异常衰减——即 SOH 低于 70%。我们记录 SOH 读数并向奇瑞提索赔；通过则电池包或模组免费换。）
C: And the 12V? （那 12V 呢？）
SA: The 12V is a standard 12-month/20,000 km item, separate from the HV warranty. We'll quote that one. （12V 是常规 12 个月/2 万公里项，独立于高压保修。这个我们单独报价。）
| 8-year unlimited-km warranty | 8 年不限公里保修 |
| abnormal capacity loss | 异常容量衰减 |
| lodge a claim | 提交索赔 |
| module replacement | 模组更换 |
| at no cost to you | 您零费用 |
___享 8 年不限公里保修定义为 SOH 低于___您零费用通勤前扫一眼，混个眼熟；高压安全是底线，务必背熟。
| 英文 | 中文 | 英文 | 中文 |
|---|---|---|---|
| Traction / HV battery | 动力电池 / 高压电池 | LFP "Blade" | 磷酸铁锂刀片电池 |
| Drive / traction motor | 驱动电机 | MCU (inverter) | 电机控制器（逆变器） |
| BMS | 电池管理系统 | VCU | 整车控制器 |
| OBC | 车载充电机 | PDU | 高压配电盒 |
| DC-DC converter | 直流变换器 | SOC / SOH | 电量 / 健康度 |
| 12V auxiliary battery | 12V 辅助电池 | Regenerative braking | 能量回收 |
| 英文 | 中文 | 英文 | 中文 |
|---|---|---|---|
| CCS2 / Type 2 | 澳标直流/交流接口 | DC fast charge | 直流快充 |
| AC wallbox | 交流壁挂桩 | Handshake fault | 握手/通信故障 |
| HV isolation warning | 高压绝缘报警 | Thermal runaway | 热失控 |
| Flatbed tow | 平板拖车 | Pre-condition | 插电预热 |
| Peak charge rate | 峰值充电速率 | Water ingress | 进水 |
| 网络 | 说明 |
|---|---|
| Chargefox | 澳洲最大快充网，长途主干道覆盖广 |
| Evie Networks | 150kW 高速快充为主 |
| Ampol / BP Pulse | 加油站场站内的快充 |
| Tesla Supercharger | 部分站点已向非特斯拉开放（CCS2） |
| PlugShare (App) | 查桩、看状态、做路线规划的必备 App |
澳洲人问候超随意，一句 "How ya going?" 走天下。别把它当真问题——它就是 "hi"。
SA: G'day! How's it going? （你好！最近怎么样？——澳洲最地道的开场）
C: Good thanks, and you? （挺好，你呢？）
SA: Yeah, not too bad! What can I do for you today? （还不错！今天有什么能帮您的？）
C: Just dropping the car off for a service. （就是来送车做保养。）
SA: No worries, you've come to the right place. Let's get you sorted. （没问题，来对地方了，这就给您办。）
| G'day /ɡəˈdeɪ/ | 你好（澳洲专属，Good day 缩写） |
| How's it going? | 最近怎样？（=hi） |
| Not too bad | 还不错（澳式谦虚说法） |
| No worries | 没事 / 不客气 / 没问题 |
| Let's get you sorted | 这就给您办妥 |
你好！最近怎样？今天有什么能帮您的？您来对地方了SA: Hey, good to see you again! How've you been? （嘿，又见到您真好！最近好吗？）
C: Been busy, but can't complain. （挺忙，但没啥好抱怨的。）
SA: Ha, that's the way. How's the E5 been treating you? （哈，就该这样。E5 开着还顺心吧？）
C: Love it, honestly. （说真的，很喜欢。）
SA: Great to hear. Let's have a look at what she needs today. （太好了。来看看今天它需要做什么。）
| Good to see you again! | 又见到您真好 |
| How've you been? | 最近怎样？ |
| Can't complain | 还行 / 没啥好抱怨 |
| How's it treating you? | （车/东西）用着顺心吗？ |
SA: Happy Friday! Got any big plans for the weekend? （周五快乐！周末有啥大计划？）
C: Just relaxing, maybe a barbie. （就放松放松，可能来个烧烤。）
SA: Can't beat a barbie. Perfect weather for it too. （烧烤最棒了，天气也正合适。）
SA:(周一版) How was your weekend? Get up to much? （周末过得如何？忙活啥了吗？）
| Happy Friday! | 周五快乐 |
| Big plans for the weekend? | 周末有大计划吗？ |
| barbie | 烧烤（BBQ） |
| Get up to much? | 忙活啥了吗？ |
天气是英语世界最安全的破冰话题，澳洲尤其如此。注意：澳洲季节和北半球相反！
SA: Hot one today, isn't it? （今天挺热的，是吧？）
C: Absolutely stinking. Forty degrees they reckon. （热死了。据说有 40 度。）
SA: Yeah, a real scorcher. Good day to be inside with the aircon. （是啊，大热天。适合待在有空调的屋里。）
C: Tell me about it. （可不是嘛。）
| Hot one today, isn't it? | 今天挺热吧？ |
| a scorcher | 大热天 |
| stinking hot | 闷热难受 |
| they reckon | 据说 / 人们觉得 |
| Tell me about it | 可不是嘛（强烈认同） |
SA: Bit wet out there today, hey? （今天外面有点湿哈？）
C: Bucketing down. I got soaked walking in. （倾盆大雨，我走进来全淋透了。）
SA: Oh no! Grab a coffee, warm up. We needed the rain though, been so dry. （哎哟！来杯咖啡暖暖。不过这雨是真需要，太干了。）
C: True, the garden will love it. （也是，花园会很开心。）
| Bit wet out there, hey? | 外面有点湿吧？ |
| bucketing down | 倾盆大雨 |
| got soaked | 淋透了 |
| We needed the rain | 这雨正需要（万能接话） |
SA: Beautiful day out, isn't it? （今天天气真好，是吧？）
C: Gorgeous. Finally feels like spring. （美极了，终于有春天的感觉了。）
SA: Right? Perfect weekend coming up for it. （对吧？这周末正好合适。）
| Beautiful / lovely day, isn't it? | 今天天气真好吧？ |
| Gorgeous | 美极了 |
| Feels like spring/summer | 有春天/夏天的感觉了 |
| Perfect weather for it | 正合适的天气 |
澳洲是体育狂热国，会聊体育=瞬间拉近距离。但他们聊的和世界其他地方不太一样，重点：AFL、NRL、板球。
SA: Did you catch the footy on the weekend? （周末看橄榄球了吗？）
C: Yeah, my team got smashed unfortunately. （看了，可惜我的队被打惨了。）
SA: Ah, tough one. Who do you barrack for? （哎，够呛。您支持哪队？）
C: Collingwood, for my sins. （科林伍德，认命了。）
SA: Ha! There's always next week. （哈！下周还有机会嘛。）
| catch the footy | 看橄榄球比赛 |
| Who do you barrack for? | 你支持哪队？ |
| got smashed / thrashed | 被打惨了 |
| There's always next week | 下周还有机会（安慰） |
| AFL / NRL | 澳式足球联盟 / 橄榄球联盟 |
SA: Watching much of the cricket this summer? （今夏看板球多吗？）
C: The Test match on Boxing Day, always. Tradition. （节礼日的测试赛必看，传统了。）
SA: The MCG on Boxing Day, can't beat it. Reckon we'll win the Ashes? （节礼日的墨尔本板球场，无敌。您觉得我们能赢「灰烬杯」吗？）
C: Fingers crossed! （但愿如此！）
| the cricket | 板球（比赛） |
| Test match | 测试赛（板球最高级别） |
| Boxing Day | 节礼日（12月26日） |
| the MCG | 墨尔本板球场 |
| Fingers crossed! | 但愿好运！ |
C: Not really into footy, to be honest. （说实话我对橄榄球没啥兴趣。）
SA: Fair enough! Are you more of a tennis or a soccer person? The Aussie Open's on soon. （可以理解！您更喜欢网球还是足球？澳网快开始了。）
C: Love the tennis, actually. （其实我挺爱网球的。）
SA: Same here. Great atmosphere in January. （我也是。一月份氛围超棒。）
| Not really into ___ | 对___没太大兴趣 |
| Fair enough | 有道理 / 可以理解 |
| more of a ___ person | 更偏好___的人 |
| the Aussie Open | 澳网 |
等车的十几分钟，聊爱好最自然。学会「怎么问」比「怎么答」更重要。
SA: So what do you get up to when you're not working? （那您不上班时喜欢做点啥？）
C: Bit of fishing, mostly. （大多是钓鱼。）
SA: Oh nice, whereabouts do you go? （不错，一般去哪儿钓？）
C: Down the coast, weekends. （周末去海边。）
SA: Sounds like the life. Catch anything good lately? （听着真惬意。最近钓到啥好货没？）
| What do you get up to? | 你平时喜欢做啥？ |
| whereabouts | 大概在哪 |
| Sounds like the life | 听着真惬意 |
| Catch anything good? | 钓到好货没？ |
whereabouts / how long / how often do you...? → 深入一层你怎么开始玩这个的？听着真棒，我一直想试试C: I've just taken up golf. （我刚开始打高尔夫。）
SA: Good on ya! How are you finding it? （真棒！打着感觉如何？）
C: Harder than it looks! （比看起来难多了！）
SA: Ha, isn't everything. Stick with it, you'll get there. （哈，啥不是呢。坚持下去，会进步的。）
| Good on ya! | 真棒！/ 为你高兴 |
| take up (a hobby) | 开始玩某爱好 |
| How are you finding it? | 感觉如何？ |
| Stick with it | 坚持下去 |
| You'll get there | 你会做到的 |
SA: Are you a bit of a car person yourself? （您自己也算个车迷吧？）
C: Yeah, I've got an old ute I tinker with. （算吧，有辆老皮卡我常鼓捣。）
SA: Nice! Weekend project, is it? （不错！周末项目对吧？）
C: Something like that. Keeps me out of trouble. （差不多，省得我闲着没事。）
| a car person | 车迷 / 喜欢车的人 |
| ute | 皮卡 / 工具车 |
| tinker with | 鼓捣 / 修修弄弄 |
| weekend project | 周末项目 |
「周末干嘛了」是最高频的闲聊。澳洲的节假日和中国完全不同，记住几个关键日子。
SA: Get up to anything on the weekend? （周末干啥了？）
C: Took the kids to the beach, had a barbie. （带孩子去海滩，搞了个烧烤。）
SA: Beauty. Can't beat a beach day. Weather held up alright? （棒。海滩日无敌。天气还行吧？）
C: Perfect, actually. （其实完美。）
| Get up to anything? | 干啥了？ |
| Beauty! / Bewdy! | 太好了 / 棒！ |
| Can't beat a ___ day | 没什么比___天更棒 |
| Weather held up? | 天气还行吧？ |
SA: Doing anything for the Australia Day long weekend? （澳洲国庆长周末有安排吗？）
C: Just a barbie with mates. （就和朋友烧烤。）
SA: Sounds perfect. Enjoy the long weekend! （听着完美。长周末愉快！）
| 节日 (英文) | 时间 | 说明 / 能聊什么 |
|---|---|---|
| Australia Day | 1月26日 | 国庆，烧烤、海滩（注意：部分原住民视为敏感日，别太深入政治） |
| ANZAC Day | 4月25日 | 澳新军团日，纪念退伍军人，庄重，说 "Lest we forget" |
| Easter | 3–4月 | 复活节长假，常去露营/度假 |
| King's Birthday | 6月（多数州） | 公共假期长周末 |
| Melbourne Cup | 11月首个周二 | 「让全国停摆的赛马」，维州公共假期 |
| Christmas / Boxing Day | 12月25–26日 | 盛夏过圣诞！海滩、板球、家庭聚餐 |
| long weekend | 三天长周末（含公共假期） |
| public holiday | 公共假期 |
| mates | 朋友们（澳洲高频） |
| Enjoy the long weekend! | 长周末愉快！ |
SA: All set for Christmas? （圣诞都准备好了吗？）
C: Getting there. Driving up the coast to see family. （差不多了。要开车沿海岸去看家人。）
SA: Lovely. That's why we're getting the car sorted, eh? Safe travels. （真好。所以才来把车弄妥当，对吧？一路平安。）
| All set for ___? | ___都准备好了吗？ |
| Getting there | 快好了 / 进行中 |
| up the coast | 沿海岸往上（北） |
| Safe travels | 一路平安 |
很多客户是带娃的家庭用户（尤其买 SUV/EV）。聊家庭要温暖但有分寸，别打听隐私。
SA: I see you've got the baby seats in — how old are the little ones? （看到您装了儿童座椅——孩子多大了？）
C: Three and five. Full-on at the moment! （三岁和五岁，正是闹腾的时候！）
SA: Ha, I bet! Busy years but the best years, they say. （哈，肯定的！忙但据说是最美好的几年。）
C: That's what everyone tells me. （大家都这么说。）
| the little ones | 小家伙们 |
| full-on | 忙翻了 / 精力旺盛 |
| I bet! | 可不是嘛 / 我信 |
| busy years but the best years | 忙碌但最美好的时光 |
SA: Looks like you've got a furry passenger — dog hair on the seats! （看来您有个毛茸茸的乘客——座椅上有狗毛！）
C: Ha, guilty. Big golden retriever. （哈，被抓包了。一只大金毛。）
SA: Aw, love a golden. We can throw in a quick vacuum if you like. （哎，金毛最可爱了。您愿意的话我们顺手吸个尘。）
C: That'd be great, cheers! （那太好了，谢谢！）
| furry passenger | 毛茸茸的乘客（宠物） |
| guilty (as charged) | 被说中了 / 认了 |
| throw in | 附送 / 免费加 |
| cheers | 谢谢 / 再见 / 干杯 |
聊工作要浅尝辄止，重点是共鸣（都不容易），别追问收入等隐私。
SA: Taking a day off work to sort the car, or working from home? （请假来弄车，还是在家办公？）
C: Working from home today, luckily. （今天正好在家办公。）
SA: Handy. What line of work are you in, if you don't mind me asking? （方便。冒昧问一句，您做哪行？）
C: I'm a sparky — electrician. （我是电工。）
SA: Ah, handy bloke to know! （啊，认识您这种能人真好！）
| What line of work are you in? | 您做哪一行？ |
| work from home (WFH) | 在家办公 |
| sparky / tradie / chippie | 电工 / 技工 / 木工 |
| bloke | 男人 / 家伙 |
| if you don't mind me asking | 冒昧问一句 |
C: Everything's so expensive these days. （现在什么都好贵。）
SA: Tell me about it. Petrol, groceries, you name it. At least the EV saves you at the pump! （可不是嘛。油、菜，样样涨。好在电车省了油钱！）
C: Ha, true, that's a win. （哈，也对，这算赚了。）
| Everything's so expensive | 什么都贵 |
| you name it | 样样都算上 |
| save you at the pump | 省油钱（加油站） |
| that's a win | 这算赚了 / 好事 |
你是新来的外国人，"你从哪来/觉得澳洲怎样"是客户超爱问的。答得得体能圈粉。
C: You're not from around here, are you? Where are you from? （您不是本地的吧？从哪来？）
SA: Good ear! I'm from China — moved here to help run the service department. Still getting used to the accent! （耳朵真尖！我来自中国——过来帮忙管售后部。还在适应口音呢！）
C: How are you finding Australia? （觉得澳洲怎么样？）
SA: Loving it, honestly. The people are so relaxed and friendly. Still can't get over how good the coffee is! （说真的，很喜欢。人都很放松友好。还是没法淡定这咖啡怎么这么好喝！）
C: Ha, wait till you try a proper meat pie. （哈，等你尝了正宗肉派再说。）
| Good ear! | （听出口音）耳朵真尖 |
| getting used to | 正在适应 |
| How are you finding Australia? | 觉得澳洲怎么样？ |
| can't get over | 一直惊叹于 |
| relaxed and friendly | 放松又友好 |
SA: Got any trips planned this year? （今年有旅行计划吗？）
C: Thinking about a road trip along the Great Ocean Road. （在考虑沿大洋路自驾。）
SA: Oh, that's on my bucket list! Perfect car for it, too. （哦，那在我的心愿清单上！这车也正合适。）
C: That's the plan! （就是这么打算的！）
| Got any trips planned? | 有旅行计划吗？ |
| road trip | 自驾游 |
| bucket list | 人生心愿清单 |
| That's the plan! | 就是这么打算的 |
澳洲咖啡文化世界闻名，聊咖啡=秒速融入。你还能顺势给客户递一杯。
SA: Can I grab you a coffee while you wait? We've got a proper machine. （等的时候给您来杯咖啡？我们有正经咖啡机。）
C: Oh, go on then — a flat white, thanks. （那来一杯吧——馥芮白，谢谢。）
SA: Good choice. Sugar? （好选择。加糖吗？）
C: No thanks, just as it comes. （不用，原味就好。）
SA: Coming right up. （马上来。）
| Can I grab you a coffee? | 给您来杯咖啡？ |
| flat white / long black | 馥芮白 / 美式（澳式叫法） |
| go on then | 那就来吧 |
| just as it comes | 原味 / 不加料 |
| Coming right up | 马上来 |
SA: Any good lunch spots around here you'd recommend? Still finding my feet. （这附近有推荐的午饭好去处吗？我还在摸索。）
C: The bakery on the corner does a cracking meat pie. （拐角那家面包房的肉派超赞。）
SA: A meat pie — very Aussie! I'll have to try it. （肉派——太澳洲了！我得试试。）
C: You haven't lived till you have one. （没吃过肉派算白活。）
| good lunch spots | 午饭好去处 |
| finding my feet | 还在熟悉 / 摸索 |
| cracking | 极好的 / 一流的 |
| very Aussie | 太澳洲了 |
真诚的赞美和漂亮的收尾，是留下好印象的最后一击。
SA: Love the colour you went for on the E5 — really sharp. （超喜欢您 E5 选的颜色——真精神。）
C: Thanks! The wife picked it. （谢谢！我太太挑的。）
SA: She's got good taste. Suits the car. （她眼光真好，很配这车。）
| Love the ___ you went for | 超喜欢您选的___ |
| really sharp | 真帅气 / 利落 |
| got good taste | 有品味 |
| suits the car | 很配这车 |
SA: Alright, you're all sorted! Great chatting with you. （好了，都办妥了！和您聊得很开心。）
C: You too, thanks for everything. （我也是，谢谢一切。）
SA: No worries at all. Enjoy the rest of your day, and take care! （不客气。今天剩下的时间愉快，保重！）
C: Cheers, see ya! （谢谢，再见！）
SA: See ya later! （回头见！）
| You're all sorted! | 都给您办妥了 |
| Great chatting with you | 和您聊得很开心 |
| Enjoy the rest of your day | 今天剩下的时间愉快 |
| Take care! | 保重 |
| See ya (later)! | 回头见 |
You're all sorted! Great chatting with you.Enjoy the rest of your day / Have a good one / Safe travels.Take care! Cheers, see ya!抱歉，能再说一遍吗？我还在适应澳洲俚语，哈！（真诚又拉近距离）那是什么意思呀？哦是吗？真棒！有道理不会吧！（表惊讶）就该这样不说了，我这就给您办好了，不耽误您了这些是澳洲人天天挂嘴边、书本学不到的词。会用几个，客户立刻觉得你「懂行」。
| 俚语 | 意思 | 俚语 | 意思 |
|---|---|---|---|
| G'day | 你好 | How ya going? | 最近怎样？(=hi) |
| No worries | 没事/不客气/没问题 | Cheers | 谢谢/再见/干杯 |
| No dramas | 没问题（同 no worries） | Too easy | 小事一桩/搞定 |
| Good on ya | 真棒/为你高兴 | Fair enough | 有道理/可以理解 |
| You beauty! / Bewdy! | 太好了！ | Reckon | 觉得/认为(=think) |
| 俚语 | 意思 | 俚语 | 意思 |
|---|---|---|---|
| mate | 兄弟/朋友（对谁都能用） | bloke | 男人/家伙 |
| mates | 朋友们 | legend | 大好人/靠谱的人（夸人） |
| tradie | 技术工人 | sparky | 电工 |
| chippie | 木工 | truckie | 卡车司机 |
| 俚语 | 意思 | 俚语 | 意思 |
|---|---|---|---|
| arvo | 下午 (afternoon) | servo | 加油站 |
| barbie | 烧烤 (BBQ) | brekkie | 早餐 |
| ute | 皮卡/工具车 | rego | 车辆注册/年检 (registration) |
| servo / bottle-o | 加油站 / 酒水店 | Maccas | 麦当劳 |
| heaps | 很多/非常 (heaps good=超好) | keen | 很想/很乐意 |
| 俚语 | 意思 | 俚语 | 意思 |
|---|---|---|---|
| cracking / ripper | 极好的/一流的 | stoked | 超开心/兴奋 |
| knackered | 累坏了 | chuffed | 很满意/高兴 |
| dodgy | 不靠谱/有问题的 | full-on | 忙翻/强度大 |
| heaps good | 超棒 | flat out | 忙得不可开交 |