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首页 4S shop front desk consultant standard speaking(…

4S shop front desk consultant standard speaking(4S店前台服务顾问标准话术).doc

4S shop front desk consultant s…

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2018-11-10 0人阅读 举报 0 0 暂无简介

简介:本文档为《4S shop front desk consultant standard speaking(4S店前台服务顾问标准话术)doc》,可适用于社会民生领域

Sshopfrontdeskconsultantstandardspeaking(S店前台服务顾问标准话术)Sshopfrontdeskconsultantstandardspeaking(S店前台服务顾问标准话术)ComplainaboutthehighfuelconsumptionDialogueshouldbe:,economicconsumptionreferstothespecifictestconditions(nowind,roadsurface,etc),thevehicleatthesamespeedofeconomicspeedTheaveragefuelconsumptionwascalculatedoveraperiodofdistance,testfuelconsumption,therealstandardcannotbeinthecityasthestandard,becauseofwaiting,trafficlights,airconditioningandsoonwillaffectyouFuelconsumption,,onthefuelconsumptioncalculationmethod:itisrecommendedtofillupthetank,inbetterroadconditions(highspeed,etc)driveonehundredAroundthekilometer,fillthetankupagain(andaddittothesamepositionlasttime),dividedbytheamountofoiladdedsecondtimesMileage,thatis,onehundredkilometersoffuelconsumptionoftheapproximatevalue,thefactorsaffectingfuelconsumptionaremanywhethertherunninginperiodvehicleroadtestspeed,roadconditions,windspeed,loadandsoonDrivinghabitsanddrivingexperiencetheuseofelectricalpowerfrequency(suchasairconditioinguish,soitiseasytobuyinferiorproducts,andautomobilemaintenanceisahighlytechnicalservice,ifyouusethespuriousfittingorimpropermaintenance,easilyleadtovehiclefaultTherefore,IsuggestyoustillbuythefactorypartsWecomplainaboutthehighcostsofworkinghoursDialogueshouldbe:Hello,Ishopallthemaintenanceprojectsaredevelopedaccordingtothefactorywarrantystandardworkinghours,thelaborstandards,notjusttoseetheactualconstructiontimeofmaintenance,whichincludestechnicaldifficulty,maintenanceandconstructionofthefaultinspectionandotherfactors,butalsointhemaintenanceprocess,fromsmalltolargescrews,tooperateeachpartofthevehicleAccordingtothestandarddataofvehicleproductionplanttooperate,canensureyourvehicletomaintainthebestconditionforuse,Andthenextendtheservicelifeofthevehicle,soitisrecommendedthatyoustrictlyinaccordancewiththerequirementsofmanufacturers,regularvisitstotheSshoporserviceshopformaintenanceandmaintenanceIcomplainedaboutthesameproblemseveralrepair,therepairisnotgood(alwaysbelongstointermittentfault)Dialogueshouldbe:Hello,becausesomeproblemsareintermittent,needtorepeatedlytesttoconfirmthecauseofthemalfunction,soeverytimeyouenterthefactory,wewillbededicatedtoyourvisitistofollowthevehiclemaintenanceafteryourresults,ifthereisstillaproblem,myhandwillstoreyourcasetothemanufacturerforpositivefeedbackontheotherhand,willalsohelpyoutoconsiderothermethodsofmaintenanceIfbecauseoftechnology,accessoriesandmanyotherexternalcausesofthedelay,resultinginaguestMakeacomplaint:Dialogueshouldbe:Hello!IunderstandyourfeelingsverywellWeareverysorryfortheproblemsyouhaveencounteredAllowmetoexplainittoyouIntheprocessofwaitingforyou,ourtechniciantodoacomprehensivemaintenanceforyourcar,butnowtheproblemis(correspondingtoexplainthereasonsforthedelayofthecar),youalsoneedtowait*hours,ifyouareinahurry,thenwecanusethebustotakeyoutothedestinationAgreetostopthecomplaint(keyrequirementsinthesitewaitingforthe)Pleasewaitafewmoreminutesandwe'llletyouknowwhenthemaintenanceprocessismadeIsthatallrightwithyouAgreetostopthecomplaintHereisacomplaintSirmadam,wouldyoulikeit,Ihavetotellusthesituationofleadership,healsoattachesgreatimportancetothematter,ifyouhavewhatotherrequirements,canwefurthercommunicationwiththeleadership,IbelievewewillgiveyouasatisfactoryanswerButwhynottostartthecarDialogueshouldbe:Sorry,thebadstartinsummerisarealannoyanceIfthisproblemarises,itisusuallyassociatedwithpoorfuelqualityandcarbonaccumulationinthevalve,whichmakesitdifficultfortheenginetoestablishnormalcylinderpressure,soitisdifficulttostartInseverecases,thevalverockerisbrokenFromasafeandeconomicpointofview,itisrecommendedthatyouusepremiumgasoline,orusefueladditivesrecommendedbythemanufacturer,whichwillreducevalvecarbonaccumulationButwhycan'tIdrivemyselfintotheworkshoporworkshoptoseeifthevehiclemaintenanceprocessitselfDialogueshouldbe:Wecanfullyunderstandyourfeelings,foryoucanrestassuredthequalityofmaintenance,PAGmaintenanceworkersareskilledtechnicians,andafterinspection,wewilldotheinspectionYoucantakecareofyouraffairsduringthisperiodofmaintenanceIfyouhaveanyquestions,wewillcontactyouintimeIfthecustomerstillinsistsonenteringtheworkshopIntheworkshop,thevehiclekeepsmovingandtheliftingmachinekeepsliftingthevehicleupanddownFromasafetypointofview,wedon'trecommendyoutoentertheworkshopAlso,youcanimagineifeachofourcustomersgoesintotheworkshoptolookatthedimensionWhatwillourworkshopbelike!Besides,repairingcarsisaverypreciseandcarefulprocess,JustlikedoctorsdoingsurgeryIfyouareadoctor,therearealotofpeoplearoundyouwhowillseeyouhaveanoperationWhatfeelingIfyourbrandaccessorieswhynotgoIaminthefield,whereIlivewithoutaftersalesservicecenter,maintenanceisveryinconvenient,canyousellaccessoriestome,ItakebacktorepairDialogueshouldbe:Yourfeelingsareverycleartous,andothercustomershavehadsimilarquestionsPleaseletmeexplainXXThecarisaclosedsupplyofspareparts,thepurposeistoensurethatXXownersinXXcangetGotthepurequalityaccessoriesofXXcarsAsyouknow,themaintenanceandmaintenanceofautomobilesrequireahigherlevelofexpertise,Generalnonprofessionalsaredifficulttomaster,forthemajorityofPAGownerstoensuresafety,manufacturersspecifyaccessoriesNotakeaway,incasenonprofessionalsprovideinappropriateservicestotheownersofPAG,therebyendangeringtheownerDrivingsafetyThelasttimeIreplacedpartsofhighprices,thepriceoftheaccessories,backtotheunittotheleadershipcannotexplain,partspriceschangetoofast,alwaysinthechange,cannotchangeDialogueshouldbe:AccessoriespricesdropinordertorepaythemajorityofPAGownersofthefactory'slove,andsavetheuseofcarownersThisYoursituationisveryspecial,ifnecessary,wecanPAGrelevantinstructionstoyourleadership,HowdoyoulikeitIfmycarhadtrouble,findtheproblemsinyourmaintenanceandinspection,whileittookyouawholeday,butIdon'twanttorepairnow,butyouwillreceivemyinspectionfees,nottosaythatyouXXtestingisfreeofchargeWhydoyouchargemefortestingnowDialogueshouldbe:Faultdiagnosisandmaintenancebeforeisakeylinkofmaintenance,especiallytothehightechnologicalDifficultmiscellaneousdiseasesWithextensiveexperience,youmayalsouseaspecialtesterIfaccurate,faultisequaltomaintenanceHalfway,therefore,accordingtotheindustryandmanufacturersregulations,theappropriatecollectionoftestingfeesisreasonableWhythemaintenanceshortlyafterandthereisaproblemDialogueshouldbe:WeareverysorryfortheinconveniencecausedbytheseproblemsWe'llberightwithyouThecarisdetectedTherearemanyreasonsforthecar'sfailure,afterthetestresultscameout,WewillgiveyouasatisfactoryanswerandsolutionassoonaspossibleButhowdoyourepair,repairthesameproblemseveraltimesCanyoufixitintheendDialogueshouldbe:WeareverysorryfortheinconvenienceWewillmakeacomprehensiveinspectionofyourcarPleasefeelfreetoworryaboutit,Youwillreceiveasatisfactoryreplyintheshortestpossibletime(suchasservicestationmaintenancequalityproblems,andthenmakesomeapologies,andcustomerconsultations,acceptableprogramIfitisnotaservicestationmaintenancequalityproblems,politelyexplainthetestresultstocustomers,getcustomerunderstanding,identify,andproposesolutions)ButIdon'thaveanappointment,IwillcometoyourownairservicecenterDialogueshouldbe:WecanfullyunderstandyourfeelingsBut,sir,youonlyneedflowersdaysbeforeAfewminutestoconfirmthetimeofyourconvenientrepaircansaveyouafewhourswaitingforyouDon'tyouthinkanappointmentisreallygoodforyouWeoftencall,visit,customertrouble(especiallythoseoldcustomerstodoregularmaintenance)"MycarisallrightWhydoyoualwayscall"I'mbusy"Dialogueshouldbe:I'msorrytodisturbyouatthistime!ThereareonlytwoquestionstotakeoneminuteofyourtimeThefirstquestioniswhetheryourcarisrunningwellaftermaintenance(repair)Thesecondquestionis,areyousatisfiedwithourserviceButwhyyoutimechargeregionalservicecenterisnotthesame,somecheaporexpensiveDialogueshouldbe:ThankyouverymuchforaskingthisquestionBecauseeachregion'sindustryregulations,pricelevelsaredifferent,sothePAGhourswillvaryslightlyButpleasebeassuredthatallthePAGworkinghoursaresubjecttothestrictapprovaloftherelevantdepartmentsofthestateIfyouhaveanyquestionsaboutyourbill,pleasefeelfreetocontactusandwewillgiveyouasatisfactoryreplyassoonaspossibleThesameaccessories,whyinthemarketcanbuy,andthepriceischeapDialogueshouldbe:Toensurethatyoucanusepurehighqualitycustomerserviceservicepartsmanufacturers,alltheaccessoriesarealluptothequalitystandardofPAGglobal,andmarketpartsfromdifferentchannels,qualityandsafetycannotbeguaranteedAtthesametime,yourreplacementatPAGwillbeguaranteedforyears"Safetyandhighquality"isourcommitmenttoeverycustomerIfmycarisimported,nowwhystopsupply,onlyforthedomesticoneDialogueshouldbe:Thisisconsideredfromtwoaspects:first,thedomesticpartsarestrictlytestedandtested,andthequalityrequirementsareconsistentwiththeimportedparts(thequalityofdomesticpartsisevenbetterthanthequalityofimportedparts)Second,thepriceofthedomesticpartsislowerthantheimportedparts,thusgreatlyreducingthecustomer'smaintenancecostsDomesticpiecequalityisgood,thepriceischeap,howdoyouseeButwhymycartochangetheassemblyratherthanrepair(asofasteeringmachine)Dialogueshouldbe:XXautopartsreleaseprocessaccordingtothemanufacturers,andcombinedwiththestatusofChina'sautorepairtechnology,partofthereplacementpartsmaintenancerequirements,inordertoensurethesafetyoftheuseofPAGvehiclesForexample,thereplacementofthedirectionofthemachineoilseal,theneedforspecialtoolsandhighertechnicalrequirements,PAGgenerallycannotguaranteethequalityofrepair,andthereforeledtothedirectionofthemachineoilleakage,failure,therewillbegreatsecurityrisksOfcourse,whentherepairprocessisnothighenoughorthecorrespondingrepairtechnologyisguaranteed,themanufacturerwillscattertheassemblyasmuchaspossibleIfmycarwasrelativelyfarawayfromtheservicecenter,servicecentercannotchangetheoilDialogueshouldbe:Ofcourse,ifyouwanttochangetheoilonyourown,pleasepayattentiontousingthesamegradeofoilandchangethefilteratthesametimeButwesuggestyouchangetheoiltoPAGBecause,afterPAGprofessionaltrainingofaftersalesstaff,willchangetheoilatthesametimetocheckyourvehicle,andmakerecommendationsformaintenance,andthepartsusedarepurecomponentsIfavehiclemalfunctioniscausedbyreplacingtheoilinthenonPAG,additionaldamagewillbeaddedtoyouButwhyuseoriginalpartsWhyisthecostofworkhourshigherthanotherrepairshopsDialogueshouldbe:Inresponsetotheseproblems,thestandardanswerhasbeenestablishedAllmaintenancepersonnelcanbeansweredinaunifiedmannersoastocommunicatewithcustomersmoreeffectivelyCustomerswillalsofeelmorecomfortableandmoretrustingofyourrepairshopToday'svehiclesusecomputercontrolledcomplexelectronicsystemsThediagnosisandrepairofthissystemrequirestechnicianstoundergoadvancedtechnicaltrainingandrequirethemaintenanceshoptointroduceequipmentWekeepgettingthelatestinformationfromthemanufacturer,soyoucangetthebestmaintenanceinourrepairshopForexample,youonlybuyascrew,theoriginalfactorypartsstructuresizeprecisioninthethreadedpart,canrealizetightengagementWeuseisdesignedspecificallyfororiginalpartsWebelievewecanprovideyouwithqualityserviceIfyougivethevehicletoanotherrepairshop,thewarrantycontentmaynotberecognizedFortherepairitemslistedonthewarrantylist,youmayfindthatyouspendmoremoneyonthefinalpaymentIfyouletusserve,wheneverthefactory,wewillbeunderthewarrantyordinanceforyourrepairIbelieveyouwillgetalotofbenefits,yousayBecauseweareauthorizeddealers,whenweencountercustomerdissatisfactionwiththevehicle,wewillreportthissituationtothemanufacturerThemanufacturerswillimprovethevehicleaccordingtothisinformationandusethecustomerintheendtobenefitfromitThisisonlyforsubsequentmodelsifthecustomerhaspurchasedavehiclefailure,wewillimmediatelyfindoutwhyAslongasitisgoodforvehiclemaintenance,wewilldoitSoyoucanseethatifyouletusservethevehicle,youwilleventuallybenefitWhythetimecostissohighDialogueshouldbe:Thismayseemalittlehighifyousimplycompareservicefeeswithotherrepairshops,ourhoursarenotthecheapestButyouhavepaidforthetechnicalcontentTobefair,weshouldcomparethemaintenancetechniquesofthetworepairshopsunderthesameconditionsMayItakeafewminutesofyourtimetoexplainittoyouWeusetheadvancedtechnicalexpertisesupportedbythemanufacturer'stechnicalqualitysystemcertificationtorepairandprovidemaintenanceservicesfortheautomotivetechnologyeducationThelatestequipmentweusecanbequicklydiagnosedandrepairedAsyoucansee,ourrepairshopcanalwaysbekeptcleanYourcarshouldbeservedinacleanenvironmentAtthesametime,youknow,ifthetechnologyisdifficulttodiagnoseararefaultaccurately,hewilllookforthehelpoftheworkshopdirectorormanagerTheirextensiveexperienceandtheentiremanufacturer'stechnicalsystemcanhelptechnicianssolveanyproblemsInaword,youcanrestassuredthatwewillhaveacarefuloverhaulofyourcarInsomerepairprojects,ourfeesmaybehigherthanthoseofotherrepairshops,butourrepairshopisreasonableintermsoftheoverallservice,whichwillmakeyoufeelgoodaboutyourvalueWhywemustusetheoriginalpartsDialogueshouldbe:Betterqualityandperformanceinordertoperformtheinitialdesignperformance,themostimportantthingforeachcomponentistoplayitsintendedfunctionTheoriginalpartsmustpassthemostrigoroustestbythemanufacturersoastoguaranteetheirqualityTherefore,youcanbeassuredthatthepartswillleadtoadeclineinvehicleperformanceorsafetylevelDurabilityandeconomybecausethecompetitivenessofnonoriginalpartsisonlytheirprice,nottheirqualityTheyarenotdurableandhavetobereplacedfrequentlyAlthoughyoucan'tjudgeapartfromitsappearance,experiencetellsusthatinthelongrun,theoriginalpartsaremoredurableandthereforemoreeconomicalButwhythereiselectric(batteryelectriceyeisgreen)cannotstartDialogueshouldbe:Infact,agreenbatteryelectriceyeisonlythesurfaceofbatterypower,thebatteryhasmuchpoweralsoneedspecialtoolstomeasureItislikeadrybatterythatiswidelyusedinlifeWhenelectricityispresent,butthepowerisnotenough,ifyouloadawalkman,youcanlistentoradiomusicinsteadoflisteningtotapesThecarbatteryisthesame,agreenelectriceyefromanyviewonvoltagevoltageV~VbetweenMay,ifthevoltageislowerthanVtoomuch,thecarwillnotstartWhytheinflatedtirepressure,thelightisstillonDialogueshouldbe:ThetirepressuremonitoringsystemisasoftwaredrivensysteminwhichasoftwaresystemdetectstherelativerotationaldifferencesduetothelowtirepressurethroughawheelspeedsensorWhenatireislessthanKpa(PSI)abovetheothertirepressure,thepressuremonitoringindicatorislitThetirepressuremonitormustberesetwhenthetirepressureiscorrectThisensuresthattheresettirepressuremonitoringsystemwillworkproperlyUndernormalcircumstances,thetirepressuremonitoringsystemcanbemonitoredwithintherangeof~KMHWhenthevehiclespeedisgreaterthanKMH,themonitoringsystemfunctionisclosedInadditiontothetirepressurelow,afterrebalancingtirepressurechange,tires,replacementtires,wheels,shouldalsobeselflearningtoresetthetirepressuremonitorforaperiodoftime,otherwisethesystemmaybeinmotionwilltirepressuremonitorindicatorlightInaddition,thebrakecontrolmodulesystemislowinvoltage,orthetiresensorlineisinbadcontact,orwet,orrunningcontinuouslyonunevenslipperyroadsurfacewillalsomakethetirepressureindicatorlightEncounterthissituation,pleasegototheservicestationforprofessionalstoautomaticallydebugthesystemforyouThefrontbrakeafterthebrakewearthanhowfastDialogueshouldbe:ThebrakepadswearfastandaregenerallyrelatedtothefrequencyofuseandtheforceonthebrakepadsThebrakingfrequencyofthefrontandrearbrakepadsofthesamecarisalmostthesame,butthebrakingforceofthefrontandrearbrakepadsisdifferentfromthatofthewheels,becausethebrakingforceisdirectlyproportionaltotheaxleloadIt'slikeapingpongballfromrollingstopthanhavingaballfromrollingstatetostopitBecauseXXXXcarsaremostlyfrontwheeldrivemotorswithfrontengine,thefrontaxlebearingismuchmoreimportantthanrearbearing,sothebrakepadswearfasterbecausethebrakingforceislargerthantherearbrakepadsIfmycarantifreezeislesswaterDialogueshouldbe:Ifthereisalackofantifreeze,adddistilledwater(commonlyknownascookedwater),becausethereisnoimpuritiesinthedistilledwater,willnotcausescaling,affectingtheenginethermalcycleOrdinarywaterbecauseofimpuritiesmore,addordinarywater,justlikehotwaterbottleswillhavescale,easytocausecongestion,affectthenormaloperationoftheengineTheenginefaultlightcantravelDialogueshouldbe:Inthecaseofthelighton,ifyoucontinuetodrive,afteraperiodoftime,emissioncontrolwillnotworkproperly,fueleconomywilldecline,andfinallyledtotheenginecannotfunctionproperlyThiswillresultincostlyrepairsAndnotwithinthewarrantyItisadvisedtostopimmediatelyandcontactthenearestservicestationThefuellevellightbutalsohowmanykilometresDialogueshouldbe:ThefuellevellightisonPleasetrytoaddfuelimmediatelyIfyoucontinuetodrive,itwillcausefuelpumpwearandshortentheservicelifeofthefuelpumpItisadvisednottowaituntilthepetrolrunsoutbeforerefuellingButwhymycarbrakelevelwilldeclineWhatdoesthishavetodowiththebrakepadsDialogueshouldbe:TherearetworeasonsforthedecreaseofthebrakefluidlevelinthebrakefluidreservoirFirst,thefrictionofthebrakepadcausesthebrakefluidleveltodropAfterreplacingthebrakefrictionplate,theliquidlevelcanberecoveredOtherwise,brakesystemfailureornaturallosswillalsocausebrakefluidtodropIfthebrakefluidleveldrops,directlytothebrakefluidreservoirwithbrakefluidisverydesirable,becausethebrakepadsarechangedafterthenewbrakefluidmaybeexcessive,excessivebrakefluidoverflowisverydangerous,notonlyitiscorrosive,highlycombustibleand,ifsplashedtotheenginepartsburningcancauseburningThebrakefluidcanbeaddeddirectlytothebrakefluidreservoironlywhenthebrakefluidisnaturallywornoutTherefore,itissuggestedthatiftheliquidlevelinthestoragetankislowered,theprofessionalsshouldbeimmediatelycheckedforthecausesandrelatedtreatmentWhythecoolantinmycarwilloftenaddDialogueshouldbe:Evenundernormalconditions,thecoolanthasacertainamountofvolatilization,anditsconsumptiondependsontheengineoperatingtemperatureandtheambienttemperatureManufacturersrequiretheuseofspecialcoolingliquidconcentration,thereplacementcycleforyearsorthousandkm(whichevercomesfirst),addedinyearsorthousandkilometersdependingonthecircumstances,becauseofthecoolingliquidofdifferentbrandsanddifferenttypesofmixermaycausechemicalreactions,pleaseaddspecialcoolantrecommendedbythemanufacturerThesparkplugwhyshouldchangeregularlyDialogueshouldbe:Thereplacementcycleofsparkplugsismainlydeterminedbythetypeofsparkplugused,andalsodependsontheoperatingconditionsoftheengineDifferentmodels,eventhesparkplugsofthesametype,willhavedifferentservicelifeNormally,asparkplugshallbeinspectedannuallyundernormaldrivingconditionsSparkplugsshallbereplacedeveryyearsorKM(whichevercomesfirst)SeetheusermanualforspecificmodelsButwhydofourwheelpositioningDialogueshouldbe:YouputforwardaveryprofessionalandcomplexproblemInbrief,inordertoensurethesafetyandstabilityofthecarintherunningandcorneringconditions,thetireinstallationhasacertaininclination(calledfourwheelpositioning),soastoachievethebestdrivingeffectYourcarafteraperiodofuse,especiallyintherunningofvehiclesrunning,runningstability,tiregrindingorskirl,professionaltechniciansneedtodetectandadjusttothisvalue,makesureyourcarisalwaysingoodrunningcondition,andreducetirefriction,suspensionpartsso,youcanaccordingtotheirowncaruse,GototheservicestationintimetoadjustthefourwheelalignmentThebelttensioner,whyshouldchangeregularlyDialogueshouldbe:Timingbelttensionerisveryimportantontheengineofapairofmutuallymatchedrotatingparts,withtheuseofcarswillgraduallywear,pleaseinstrictaccordancewiththeprovisionsoftheusermanualandregularreplacementoftimingbelttensioner,otherwiseitwillendangeryourdrivingsafetyHowlongthenewperiod,topayattentiontowhatHowmanyyardsdoesthetopspeedofthenewcaropenDialogueshouldbe:Thenewcarisnotmandatorytohaveanewperiod,butaspeopleintheinfantperiod,themostvulnerabletoinjury,needcarefulcare,wesuggesttopayattentiontothefollowingitemsinKMofdomesticdemand:avoidsuddenaccelerationorbraking,notalwaysinaspeed(highorlow)driving,andcertainlydon'tdraganyotherthingsthatmakethecarpartstobeadjustedenhancetheabilitytoadapttotheenvironmentThenozzletotheregularcleaningthecarwhyDialogueshouldbe:Becausethequalityofdomesticoilisnothigh,andtheoilcontainsacertainamountofimpurities,afteraperiodofdriving,itwillcausefuelinjectionnozzlecloggingandcokedeposition,whichwillaffectthepowerandemissionoftheengineTherefore,inordertoimprovetheefficiencyandeffectivenessoftheinjection,andmaketheengineworksmoothly,werecommendthatyoualwayscleanthefuelinjectorInthelongrun,thisisactuallysavingmoneyandsavingoi
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4S shop front desk consultant standard speaking(4S店前台服务顾问标准话术)

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