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簡述當維修項目發生變化時作為服務顧問需要做哪些工作

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正確答案:

盡早通知客戶服務信息的變更,避免在預計交車時間前30分鐘內再通知客戶關于服務信息的變更確認變更的服務項目、服務費用和預計交車時間等服務信息,利用特約店運營管理系統重新制作維修委托書或者制作能夠確認變更服務信息的表單

第一時間找到客戶,通知在客戶休息區或者在其他區域等候的客戶,向客戶說明服務項目、服務費用和預計交車時間等服務信息的變更原因,向客戶說明立即維修增加的服務項目對車輛和客戶的益處,征求客戶的同意或者根據客戶的需要安排其他時間再次進店維修,向客戶說明變更后的維修委托書或者確認變更服務信息的表單中記錄的變更的服務信息,并且請客戶簽字確認,向客戶提示本次檢查出來的但是未得到客戶同意的項目,說明進行相應的維修所帶來的益處和暫時不進行維修可能導致的潛在危害,并且請客戶簽字確認

知離店等候的客戶時:以客戶首選的聯系方式聯系客戶,向客戶說明服務項目、服務費用和預計交車時間等服務信息的變更原因,向客戶說明立即維修增加的服務項目對車輛和客戶的益處征求客戶的同意或者根據客戶的需要安排其他時間再次進店維修,保留聊天記錄,并等客戶進店時確認簽字。

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new weapon to fight cancer 1. British scientists are preparing to launch trials of a radical new way to fight cancer, which kills tumours by infecting them with viruses like the common cold. 2. If successful, virus therapy could eventually form a third pillar alongside radiotherapy and chemotherapy in the standard arsenal against cancer, while avoiding some of the debilitating side-effects. 3. Leonard Seymour, a professor of gene therapy at Oxford University, who has been working on the virus therapy with colleagues in London and the US, will lead the trials later this year. Cancer Research UK said yesterday that it was excited by the potential of Prof Seymour’s pioneering techniques. 4. One of the country’s leading geneticists, Prof Seymour has been working with viruses that kill cancer cells directly, while avoiding harm to healthy tissue. "In principle, you’ve got something which could be many times more effective than regular chemotherapy," he said. 5. Cancer-killing viruses exploit the fact that cancer cells suppress the body’s local immune system. "If a cancer doesn’t do that, the immune system wipes it out. If you can get a virus into a tumour, viruses find them a very good place to be because there’s no immune system to stop them replicating. You can regard it as the cancer’s Achilles’ heel." 6. Only a small amount of the virus needs to get to the cancer. "They replicate, you get a million copies in each cell and the cell bursts and they infect the tumour cells adjacent and repeat the process," said Prof Seymour. 7. Preliminary research on mice shows that the viruses work well on tumours resistant to standard cancer drugs. "It’s an interesting possibility that they may have an advantage in killing drug-resistant tumours, which could be quite different to anything we’ve had before." 8. Researchers have known for some time that viruses can kill tumour cells and some aspects of the work have already been published in scientific journals. American scientists have previously injected viruses directly into tumours but this technique will not work if the cancer is inaccessible or has spread throughout the body. 9. Prof Seymour’s innovative solution is to mask the virus from the body’s immune system, effectively allowing the viruses to do what chemotherapy drugs do - spread through the blood and reach tumours wherever they are. The big hurdle has always been to find a way to deliver viruses to tumours via the bloodstream without the body’s immune system destroying them on the way. 10. "What we’ve done is make chemical modifications to the virus to put a polymer coat around it - it’s a stealth virus when you inject it," he said. 11. After the stealth virus infects the tumour, it replicates, but the copies do not have the chemical modifications. If they escape from the tumour, the copies will be quickly recognised and mopped up by the body’s immune system. 12. The therapy would be especially useful for secondary cancers, called metastases, which sometimes spread around the body after the first tumour appears. "There’s an awful statistic of patients in the west ... with malignant cancers; 75% of them go on to die from metastases," said Prof Seymour. 13. Two viruses are likely to be examined in the first clinical trials: adenovirus, which normally causes a cold-like illness, and vaccinia, which causes cowpox and is also used in the vaccine against smallpox. For safety reasons, both will be disabled to make them less pathogenic in the trial, but Prof Seymour said he eventually hopes to use natural viruses. 14. The first trials will use uncoated adenovirus and vaccinia and will be delivered locally to liver tumours, in order to establish whether the treatment is safe in humans and what dose of virus will be needed. Several more years of trials will be needed, eventually also on the polymer-coated viruses, before the therapy can be considered for use in the NHS. Though the approach will be examined at first for cancers that do not respond to conventional treatments, Prof Seymour hopes that one day it might be applied to all cancers. Questions 1-6 Do the following statements agree with the information given in the reading passage? For questions 1-6 write TRUE if the statement agrees with the information FALSE if the statement contradicts the information NOT GIVEN if there is no information on this in the passage 1.Virus therapy, if successful, has an advantage in eliminating side-effects. 2.Cancer Research UK is quite hopeful about Professor Seymour’s work on the virus therapy. 3.Virus can kill cancer cells and stop them from growing again. 4.Cancer’s Achilles’ heel refers to the fact that virus may stay safely in a tumor and replicate. 5.To infect the cancer cells, a good deal of viruses should be injected into the tumor. 6.Researches on animals indicate that virus could be used as a new way to treat drug-resistant tumors. Question 7-9 Based on the reading passage, choose the appropriate letter from A-D for each answer. 7.Information about researches on viruses killing tumor cells can be found (A) on TV (B) in magazines (C) on internet (D) in newspapers 8.To treat tumors spreading out in body, researchers try to (A) change the body’ immune system (B) inject chemotherapy drugs into bloodstream. (C) increase the amount of injection (D) disguise the viruses on the way to tumors. 9.When the chemical modified virus in tumor replicates, the copies (A) will soon escape from the tumor and spread out. (B) will be wiped out by the body’s immune system. (C) will be immediately recognized by the researchers. (D) will eventually stop the tumor from spreading out. Questions 10-13 Complete the sentences below. Choose your answers from the list of words. You can only use each word once. NB There are more words in the list than spaces so you will not use them all. In the first clinical trials, scientists will try to ……10…… adenovirus and vaccinia, so both the viruses will be less pathogenic than the ……11…….These uncoated viruses will be applied directly to certain areas to confirm safety on human beings and the right ……12…… needed. The experiments will firstly be ……13……to the treatment of certain cancers
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