Clerk：OK，you want to have a refund or you'd like to see other shoes？We have the same style of shoes.They are in stock at the moment.
Cathy：I'd like my money back.
Clerk：All right.You can get your money back if you go to the refund-counter with the receipt.
Cathy：Thank you for your help.
Clerk：You are welcome.
我想退货
（一个顾客拿着一双有问题的鞋来商店，要求退货。）
店员：我能为您帮忙吗？
凯茜：是的，恐怕我要给您添些麻烦。我的鞋子坏掉了，我可以退货吗？
店员：您什么时候买的？
凯茜：去年。
店员：我们所有的鞋都担保一年，在一年内有什么问题，可以退货。我能看一下您的收据吗？
凯茜：在这儿呢。
店员：好吧。您是打算退还是再看一下其它的鞋？我们现在还有同一款式的鞋。它们现在有货。
凯茜：还是退钱给我吧。
店员：那好，您拿着这个收据，到退货处，您就可以退货了。
凯茜：谢谢您帮了这么多忙。
店员：不用客气。
Typical Sentences典型句子
I'm afraid I bring you some trouble.
恐怕我要给您添些麻烦。
All our shoes are guaranteed for one year.
我们所有的鞋都担保一年。
It can be refunded，If there is something wrong with it in a year.
在一年内有什么问题，可以退货。
They are in stock at the moment.
它们现在有货。
You can get your money back if you go to the refund-counter with the receipt.
您拿着这个收据，到退货处，您就可以退货了。
相关句子
1.I'd like to return this shirt.
我想把这件衬衫退了。
2.I bought this T-shirt yesterday，but I find a stain here.
我昨天买的这件T恤，但是我在这里发现了一个污点。
3.Show me your receipt and I'll return it for you.
请让我看一下收据，我马上把它退了。
4.It can be exchanged if there's something wrong with it.
如果是质量问题，可以换一台。
5.Do you have the receipt？Please have it with you.
您有收据吗？请把它带来。
6.I'm afraid these shoes do not fit me best.
恐怕这双鞋子我穿着不合适。
7.I'd like to get a refund on this.
我想退掉这个东西。
8.I'd like to exchange this.
我想换掉这个东西。
9.Without receipt，I'm sorry I can't help you.
没有发票，对不起我不能帮您。
10.You bought it on sale，so you can't return it.
你是在打折的时候买的，所以不能退还。
Notes小注
refund['ri：f?nd]v.退还
guarante['ɡ?r?n'ti：]n.担保、保证
receipt[ri'si：t]n.收据
They are in stock at the moment.它们现在有货。in stock表示“有库存，有现货”。例如：All our items are in stock now.我们所有的商品都有现货。与in stock相反的是out of stock，表示“缺货，已脱销，无库存”。例如：I’m sorry，that table is completely out of stock.对不起，那种桌子现在已经完全脱销了。
相关词汇
salable畅销的
popular有销路的
find a market销售
selling line销路
trial sale，test sale，test market试销
salable goods畅销货
popular goods快货
the best selling line（the best seller）热门货
good market畅销
poor（no）market滞销
goods that sell well畅销货
sell like wild fire畅销，销得很快
to find（have）a ready market有销路，畅销
to have a strong footing in a market很有销路
2.Cultural Baptism文化洗礼
享受美国售后服务
我在美国工作的地方给我配备了一台Dell的手提电脑，用了没几个月就发现屏幕角落上出现了两条彩纹，这也许和我平时开关电脑屏幕时用力有关。我给Dell的客服部打了电话，技术人员在电话里让我试了不同情况下条纹显示的状态，然后告诉我，是显示屏的问题。他们让我给出电脑背面贴的用于服务的号码。这个号码是不重号的，一台电脑一个号。对方很容易根据这个号码查到我的电脑型号、购买日期和保修信息等。他们告诉我，我的电脑买了三年的保修。
在与客服部通话不久，我就接到Dell当地服务商的电话，和我确认了上门服务的事，给了我咨询的电话号码，以及这次服务对应的号码。第二天，我接到电话，告知技术员在几点之前来我这里，再次确认了地点。技术员到来之前又给我打来电话，告知几分钟之内到。到了之后，非常娴熟地给我换了新的显示屏。当时，我的工作离不开电脑，他们快捷的服务一点没耽误我的工作。
过了一段时间，我发现电脑的充电电池不怎么充电了。给客服部打了电话之后，他们说还在一年保修期内，第二天就给寄来一个全新的电池。当时，还问我需不需要技术员上门服务，我说自己安装就行了。
第三次服务也是非常令我惊讶。我不小心把电脑从手里掉了，机壳有个地方出了一个小凹陷，还有一个刮痕。后来我在清理键盘时把一个“Shift”键弄掉了，本来以为可以很容易安装上去，却发现“Shift”键背面某处突出的地方有微小损害，使“Shift”键安回去也是微翘着的，不好用。我给Dell客服打电话说了键盘的事，也说了机壳损坏的事，他们二话没说，也没问是不是我自己弄坏的，就又派了一个技术人员第二天就上门服务。我本以为只换个“Shift”键就可以了，技术员说键盘便宜，所以就换了新的。
Complaints and Claims投诉与索赔
1.Daily Dialogue日常会话
Making a claim
Green：There's something you could help me with.
Smith：Please go ahead.
Green：I ordered 10，000 pairs of lady's shoes，but I received the same amount of men's beyond expectation.
Smith：I'm awfully sorry，sir.I was informed just now that someone in our company has made a mistake in filling your order.I would apologize to your company on behalf of our company.
Green：Can you do anything about the goods mistakenly shipped？
Smith：We'll manage to send you the correct goods as quickly as possible.
Green：How long should we wait for？I hope our clients can get them before the New Year's Day.
Smith：We'll try our best to make sure that we ship the goods by the end of the month.
Green：How about the wrong goods？
Smith：If you could sell them at the spot price at your end，so much the better.
Green：I'm afraid it's not an easy job.Because the design is not popular in China.But for the sake of friendship，we'll glad to help you.
Smith：Your offering help to sell the goods will be highly appreciated.
投诉
格林：有件事您得帮助我解决。
史密斯：请说。
格林：本来我订购的是10，000双女式皮鞋，但是没想到收到的却是相同数目的男式皮鞋。
史密斯：真是太抱歉了，先生。刚才得到通知，我们公司某人填错了你们的订货单。我愿代表我公司向贵公司道歉。
格林：货物装错了，您看怎么办？
史密斯：我们将设法尽快把你方的订货运来。
格林：需要等多长时间？我希望我们的客户能在元旦前收到这批货。
史密斯：我方将尽力确保这批货在这月发出来。
格林：错发的货怎么办？
史密斯：如果你们能就地现价销掉，那是最好的。
格林：恐怕这不是件轻而易举的工作。因为这种式样在中国不大受欢迎。不过如果你们可以削价，我们将乐于帮忙。
史密斯：贵方帮助销售这批货物，我们深表谢意。
Typical Sentences典型句子
I would apologize to your company on behalf of our company.
我愿代表我公司向贵公司道歉。
Can you do anything about the goods mistakenly shipped？
货物装错了，您看怎么办？
We'll try our best to make sure that we ship the goods by the end of the month.
我方将尽力确保这批货在这月发出来。
If you could sell them at the spot price at your end，so much the better.
如果你们能就地现价销掉，那是最好的。
Your offering help to sell the goods will be highly appreciated.
贵方提供帮助销售这批货物，我们深表谢意。
相关句子
1.The goods supplied by you are below the quality we requires.
贵方供应的货物比我方要求的质量要低。
2.I'm not at all satisfied with the quality of these goods.
对于这些货的质量我一点也不满意。
3.You should take steps to avoid the inferior quality of the goods.
你方应该采取措施避免质量问题发生。
4.Please let there be no recurrence of this error.
不要再有这种错误发生。
5.We accept the claim you filed for the inferior quality of the goods.
我方接受你方提出的关于货物质量问题的索赔。
6.You should be responsible for all the losses resulting from the delayed shipment.
你方应对延误装运造成的一切损失负责。
7.We wish you can handle our claims as soon as possible.
希望你能尽快处理我方索赔。
8.The buyers are rather disappointed at the postponement of delivery of the goods.
买方对延期交货很失望。
9.Can you do anything about the goods shipped mistakenly？
货物装错了，您看怎么办？
10.We make a claim for the loss we have sustained.
我方就所受损失提出索赔。
Notes小注
beyond[b?'j?nd]v.超过
apologize[?'p?l?d?a?z]v.道歉
spot price 现货价格
inferior[in'fi?ri?]a.低劣的
recurrence[ri'k?r?ns]n.再发生
Notes 小注
file['fail]v.提出
delayed[di'leid]a.延迟的