Lesson #46: お客様のお車の場合 (Okyakusama no okuruma no baai)

Recommending additional repairs

English Title: Recommending additional repairs

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Role-play Setup

You’re working as an auto mechanic. While inspecting a customer’s car for the requested repair, you discover the brake pads are worn and need replacement. You need to recommend this additional repair to the customer.

Full Script & Explanation

Greeting the Customer

Okyakusama / Customer

すみません。予約してた佐藤です。
Sumimasen. Yoyaku-shiteta Satoo desu.
Excuse me. I’m Sato, who made a reservation.

「予約してた」is the casual past form of「予約していた」, meaning “had made a reservation.” [introducing oneself]

Student

お待ちしておりました。佐藤様ですね。
Omachi-shite orimashita. Satoo-sama desu ne.
We’ve been expecting you. You’re Mr./Ms. Sato, right?

「お待ちしておりました」is the humble polite form of “we were waiting.” [greeting]

Okyakusama / Customer

はい、そうです。
Hai, soo desu.
Yes, that’s right.

Confirming identity. [confirming]

Student

今日はエンジンオイルの交換ですね。
Kyoo wa enjin-oiru no kookan desu ne.
Today it’s an engine oil change, right?

「エンジンオイル」is “engine oil.”「交換」means “exchange” or “replacement.” Confirming the service. [confirming]

Okyakusama / Customer

はい、お願いします。
Hai, onegai-shimasu.
Yes, please.

Standard polite request. [requesting]

After the Inspection

Student

お待たせいたしました。
Omatase itashimashita.
Thank you for waiting.

「お待たせいたしました」is the humble polite form for “I kept you waiting.” Standard phrase after a customer waits. [apologizing]

Student

エンジンオイルの交換が終わりました。
Enjin-oiru no kookan ga owarimashita.
The engine oil change is finished.

Informing the customer the service is complete. [giving factual information]

Okyakusama / Customer

ありがとうございます。
Arigatoo gozaimasu.
Thank you.

Expressing gratitude. [expressing gratitude]

KEY PHRASE - Recommending Additional Repairs

Student

あの、お客様のお車の場合、ブレーキパッドの交換をお勧めいたします。
Ano, okyakusama no okuruma no baai, bureeki-paddo no kookan o osusume itashimasu.
Um, in the case of your car, I recommend replacing the brake pads.

「お車の場合」means “in the case of your car.”「ブレーキパッド」is “brake pad.”「お勧めいたします」is the humble polite form of “to recommend.”

This phrase is the professional way to recommend additional repairs. Using「お車の場合」personalizes it to the customer’s specific situation, and「お勧めいたします」maintains polite, professional distance while making a clear recommendation. [making suggestions]

Okyakusama / Customer

そうなんですか。
Soo nan desu ka.
Is that so?

Expressing surprise or interest. [responding]

Student

はい、今すぐ交換しないといけないわけではありませんが、かなりすり減っています。
Hai, ima sugu kookan-shinai to ikenai wake dewa arimasen ga, kanari suri-hette imasu.
Yes, it’s not that you must replace them right away, but they’re quite worn down.

「わけではありません」means “it’s not that…“「かなり」means “quite” or “considerably.”「すり減る」means “to wear down.” [giving factual information]

Student

このままだと、危険ですので。
Kono mama dato, kiken desu node.
If left as is, it’s dangerous, so…

「このまま」means “as is” or “in this state.”「危険」means “dangerous.”「ので」gives a reason. [explaining reason]

Okyakusama / Customer

分かりました。それじゃあ、お願いします。
Wakarimashita. Sorejaa, onegai-shimasu.
I understand. Then, please go ahead.

The customer agrees to the additional service. [granting permission]

Student

ありがとうございます。それでは、作業に入ります。
Arigatoo gozaimasu. Soredewa, sagyoo ni hairimasu.
Thank you very much. Then, I’ll begin the work.

「作業に入る」means “to begin work” or “to start the operation.” [expressing gratitude] [stating intention]

Vocabulary

予約 (yoyaku) - reservation, appointment
Example: 予約を取りました。(I made a reservation.)

エンジンオイル (enjin-oiru) - engine oil
Example: エンジンオイルを交換してください。(Please change the engine oil.)

交換 (kookan) - exchange, replacement
Example: タイヤの交換が必要です。(Tire replacement is necessary.)

ブレーキパッド (bureeki-paddo) - brake pad
Example: ブレーキパッドが減っています。(The brake pads are worn.)

お勧め (osusume) - recommendation
Example: これがお勧めです。(This is what I recommend.)

かなり (kanari) - quite, considerably, fairly
Example: かなり古いです。(It’s quite old.)

すり減る (suri-heru) - to wear down, to be worn
Example: 靴底がすり減っています。(The shoe soles are worn down.)

危険 (kiken) - danger, dangerous
Example: 危険な状態です。(It’s a dangerous condition.)

作業 (sagyoo) - work, operation, task
Example: 作業を始めます。(I’ll start the work.)

Cultural Notes

Recommending Additional Services in Japan

Japanese customer service culture for additional recommendations:

  1. Be consultative, not pushy - Frame as recommendation, not requirement
  2. Explain clearly - State the current condition and potential consequences
  3. Give options - Make clear if it’s urgent or can wait
  4. Use polite language - 「お勧めいたします」rather than direct commands
  5. Respect customer decision - Accept their choice gracefully

The Importance of「お客様のお車の場合」

This phrase personalizes the recommendation:

Japanese Auto Service Culture

Auto mechanics in Japan:

Grammar Points

Using「場合」to Describe Specific Cases

Pattern: [noun] + の場合

「場合」means “case,” “occasion,” or “situation.”

Examples:

The Pattern「わけではありません」

Pattern: [verb/adjective plain form] + わけではありません

This means “it’s not that…” or “it doesn’t mean that…”

Examples:

Usage: This softens negative statements or clarifies misunderstandings.

Using「このまま」

「このまま」means “as is,” “in this state,” or “if things continue this way.”

Examples:

Tips from this Dialogue

お待たせいたしました (omatase itashimashita)

This is the standard phrase after making someone wait.

Breakdown:

Usage occasions:

Alternatives:

すり減る (suri-heru) - to wear down

This compound verb describes gradual wearing or erosion.

Components:

Examples:

Related verbs:

作業に入る (sagyoo ni hairu)

This phrase means “to begin work” or “to start the operation.”

Pattern: [noun] + に入る (to enter/begin [noun])

Examples:

Keego (Polite Language)

Different Ways to Recommend

From casual to formal:

  1. これがいいよ。(Casual)
  2. これがいいと思います。(Polite)
  3. これをお勧めします。(Business polite)
  4. こちらをお勧めいたします。(Humble polite)
  5. こちらをお勧め申し上げます。(Very formal)

Levels of “Your Car”

Referring to a customer’s car:

  1. 車 (kuruma - neutral)
  2. お車 (okuruma - polite)
  3. お客様の車 (customer’s car - polite)
  4. お客様のお車 (customer’s car - very polite)
  5. お客様のお車様 (never used - too polite!)

Car Maintenance Vocabulary

Common Car Parts

エンジン (enjin) - engine
タイヤ (taiya) - tire
ブレーキ (bureeki) - brake
バッテリー (batterii) - battery
ワイパー (waipaa) - wiper
エアコン (eakon) - air conditioner
ライト (raito) - light
オイル (oiru) - oil

Common Services

交換 (kookan) - replacement
点検 (tenken) - inspection
修理 (shuuri) - repair
整備 (seebi) - maintenance
洗車 (sensha) - car wash
車検 (shaken) - vehicle inspection (mandatory in Japan)

Conditions

すり減る (suriheru) - worn down
壊れる (kowareru) - broken
故障 (koshoo) - breakdown, malfunction
劣化 (rekka) - deterioration
危険 (kiken) - dangerous
安全 (anzen) - safe

Kanji

予 - beforehand, previous
Reading: ヨ (yo)
Example: 予約 (yoyaku - reservation), 予定 (yotee - plan)

約 - promise, approximately
Reading: ヤク (yaku)
Example: 予約 (yoyaku - reservation), 約束 (yakusoku - promise)

交 - mix,交erse, cross
Reading: まじ (maji), か (ka), コウ (koo)
Example: 交換 (kookan - exchange), 交通 (kootsuu - traffic)

換 - interchange, convert
Reading: か (ka), カン (kan)
Example: 交換 (kookan - exchange), 両替 (ryoogae - currency exchange)

勧 - recommend, advise
Reading: すす (susu), カン (kan)
Example: 勧める (susumeru - to recommend), お勧め (osusume - recommendation)

減 - decrease, diminish
Reading: へ (he), ゲン (gen)
Example: 減る (heru - to decrease), すり減る (suriheru - to wear down)

危 - dangerous, fear
Reading: あぶ (abu), キ (ki)
Example: 危険 (kiken - danger), 危ない (abunai - dangerous)

険 - precipitous, steep
Reading: けわ (kewa), ケン (ken)
Example: 危険 (kiken - danger), 険しい (kewashii - steep)

作 - make, work
Reading: つく (tsuku), サク (saku), サ (sa)
Example: 作業 (sagyoo - work), 作る (tsukuru - to make)

業 - business, study
Reading: ギョウ (gyoo), ゴウ (goo)
Example: 作業 (sagyoo - work), 仕事 (shigoto - job)

Source

Based on NHK WORLD-JAPAN’s “Easy Japanese for Work” Lesson #46
https://www3.nhk.or.jp/nhkworld/en/tv/easyjapaneseforwork/skit46.html