第一篇：2013年報關員外貿基礎知識：接待客戶實用小技巧

報關員網絡視頻免費試聽 http://edu.21cn.com/kcnet750/

一般大家都非常重視外國客戶的來訪。

其實做接待也是很有技巧的。細節上多注意下會給客人留下非常好的印象，為之后的合作添加多一份成功的把握。

首先我們先談下一般的接待吧：

1.客人來到公司的時候，我們帶他到會議室或者展廳里面就座的時候，不妨詢問下：Can I bring you something to drink?(您想喝點什么?)或者簡單點：coffee or tea?(咖啡還是茶?)一般來說，很多客人在中國的時間安排的比較緊，早餐都吃的比較倉促，有的餐廳早上沒有咖啡供應，對于他們來說是很難受的。(程度不亞于我們早上起來沒有刷牙就去上班的感覺)如果在正式談生意之前可以給他們來上杯咖啡的話，不但有助提神，而且他們會覺得很心情都會變的很好。當然，不是很多外國人喜歡速溶咖啡，就像我們也不是很多人喜歡茶包泡的茶。如果是水的話，瓶裝的礦泉水是最好的。(老外們崇尚健康比我們厲害的多)

2.會議室里與其放水果，不如放點小糖果(薄荷糖或者咖啡糖，小巧包裝的巧克力也不錯)。其實外國人，基本上沒有不喜歡甜食的。在中國的飲食不習慣也導致他們比較容易有饑餓感。這個時候。小糖果就起了大作用了。一般的水果要吃的文雅那都要輔助以工具。但是你總不能在人家辦公室削蘋果吧?

3.如果他們來到的時間是下午3.4點，那么沒有什么比做工精致的小蛋糕更好了舉個例子，有人曾告訴過我說由此次在展會，他陪老外在一個展位洽談了很長時間，這個時候他們一個女孩子打包了一盒隔壁酒店做的巧克力慕絲蛋糕過來。而他看到老外們的臉剎那間就亮了起來。補充了“彈藥”以后，剩下的生意在愉快的氣氛中談完了。不能說蛋糕有絕對的作用，但是蛋糕所帶來的好心情和對公司的好印象是絕對功不可沒的。

之后我們再談下帶客戶出去吃飯吧。

1.餐廳的選擇：不一定豪華，但是一定要看起來干凈。因為外出工作，身體非常重要。要是因為拉肚子干不了活，他們的中國之行就虧大了。

2.菜式的選擇：之前一定要問：Do you have anything that you don't eat?(有沒有什么你是不吃的?)這個問題其實是很關鍵的。老外的體質跟中國人有很大的不同。他們對很多東西都會過敏。很多人都對很多種食物過敏。雞蛋，海鮮，貝殼都不可碰。吃了就渾身癢，嚴重的呼吸困難。對面粉類東西過敏聽說過嗎?還有就是印度人，要是你聽到他說他是個vegetarian(素食主義者)也別見怪，他們的宗教要求就是這樣的。對于他們，如果他沒有自己帶食物來中國吃，那就要給他特殊點全素的食物。在點菜的時候要特別關照下點菜員。而且最好不要給他們點過辣的食物。因為他們實在是不耐中國的辣，吃點辣椒第二天就要拉肚子。(就算他在自己國家很能吃辣也不行)

3.吃飯的餐具：大城市大餐廳一般都有刀叉，但是如果你是個小地方，不妨請外國客戶吃飯的時候提前幫他們準備套刀叉帶著。因為讓他們使用筷子他們會有點難堪。尤其是第一次使用筷子，如果弄臟了衣服對于商務出行人士是非常麻煩的一件事情。

4.上菜：上菜前要提醒下服務員，雞一定一定一定要去頭去腳再端上來。魚也盡量不要點魚頭之類的菜。(也別點什么吃活魚活蝦)對于他們來說，看見腦袋在盤子里面是非?？植?/p>

報關員網絡視頻免費試聽 http://edu.21cn.com/kcnet750/的事情。狗啊貓啊蛇啊一般不要點。也不要和他們說我們吃這些。要不他們家里在家里寶貝孩子一樣的狗，看到咱們吃狗肉，心里別扭。

5.夾菜：由于公筷的使用也不是很普遍。上菜的時候大家先別動筷子，讓服務員先用公共的筷子把菜撥到外國客人的盤子里。(當然事先要詢問：do you want to try this ?)然后大家再一起吃。

6.甜點：如果有甜食，放到最后上就最合適了。沒有的話，水果盤也可以湊合。

7.飲料：差點忘記說了。對于大部分人來說，中國的啤酒度數比他們那邊的高的多，要是飯后還有工作的話，不妨叫青島啤酒，度數低點，口感也比較適合他們。要是你看他不喝酒，身體又比較胖的話，減肥可樂/健怡可樂(diet cola/light cola)就最好了。但是飯店不一定都有。那就要看你有沒有心了~~ 要是啤酒也不喝可樂也不要的，就上100%純果汁。絕對沒有錯：)但是無論什么時候都不要強迫客人喝白酒。我們的白酒對于他們來說都是非常烈的。外國人喝過中國的白酒之后對那難受的感覺都是刻骨銘心的。要是你想讓你的客戶難受——灌他白酒就錯不了!

第二篇：外貿人接待客戶必備58句

? 外貿人接待客戶必備58句

1.Excuse me.Are you Susan Davis from Western Electronics？ 對不起，你是來自西方電子公司的蘇姍?戴衛斯嗎？

2.Yes, I am.And you must be Mr.Takeshita.是的，我就是，你一定是竹下先生吧。

3.Pardon me.Are you Ralph Meyers from National Fixtures？ 對不起，請問你是從國家裝置公司來的雷夫?梅耶史先生嗎？

4.I“m Dennis.I am here to meet you today.我是丹尼斯，今天我到這里來接你。

5.I”m Donald.We met the last time you visited Taiwan.我是唐納德，上次你來臺灣時我們見過面。

6.I“m Edwin.I”ll show you to your hotel.我是愛德溫，我帶你去旅館。

7.How was your flight? Was it comfortable? 你坐的班機怎么樣？還舒服嗎？

8.It was quite good.But it was awfully long.班機很好，就是時間太長了。

9.Did you have a good flight？ 你旅途愉快嗎？

10.Not really, I“m afraid.We were delayed taking off, and we encountered a lot of bad weather.不太好，我們起飛延誤了，還遭遇了惡劣的氣候。

11.How was your flight？ 你的航班怎樣？

12.Did you get any sleep on the plane？ 你在飛機上睡覺了嗎？

13.Mr.Wagner, do you have a hotel reservation？ 華格納先生，你預訂過旅館嗎？

14.No, I don’t.Will it be a problem? 不，我沒有，會有困難嗎？

15.I don’t think so.I know several convenient hotels.Let me make some calls.我認為沒有，我知道有幾家便利旅館，讓我打幾個電話。

16.I’ve made a reservation at the hotel you used last time.我已預訂了你上次住過的旅館。

17.We’ve booked a Western-style room for you.我們已為你訂了一間西式的房間。

18.Let’s go to the station to get a train into town.我們到火車站去乘車進城。

19.Does it take long to get into Taibei from here？ 從此地去臺北要很久嗎？

20.It’s about an hour.大概要一個小時。

21.We’ll get a taxi from the station.我們到火車站乘出租車。

22.There’s a shuttle bus we can use.我們可搭乘機場班車。

23.I’ve brought my car, so I can drive you to your hotel.我開車來的，所以我開車送你到旅館。

24.You must be hungry.Shall we get something to eat？ 你一定餓了，我們吃點東西好嗎？

25.That sounds good.Let’s get something at the hotel restaurant.I feel a little tired.那太棒了，我們就到旅館餐廳吃點東西，我有點累了。

26.Would you like to have some dinner？ 你想吃飯嗎？

27.What would you like to eat？ 你想吃什么呢？

28.Can I take you out to dinner? It”ll be my treat.我帶你出去吃飯好嗎？這次我請客。

29.If you’re hungry, we can eat dinner now.如果你餓了，我們現在就去吃飯。

30.Have you had breakfast yet？ 你吃過早餐了嗎？

31.Yes.It was delicious.是的，味道很好。

32.Good.Let’s go to the office.好的，我們去辦公室吧。

33.How is your room？ 你的房間怎樣？

34.Did you sleep well last night？ 你昨晚睡得好嗎？

35.Why don’t we go to the office now？ 為何我們現在不去辦公室呢？

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36.We’ll start with an orientation video.It runs about 15 minutes.我們將從一個電視簡報開始，大概放15分鐘。

37.The tour will take about an hour and a half.We ought to be back here by 3:00.參觀大概要一個半小時，3點鐘以前回到這里。

38.Our new product line has been very successful.We’ve expanded the factory twice this year already.我們新的生產線非常成功，我們今年已把工廠擴展了兩倍。

39.I’d like to introduce you to our company.Is there anything in particular you’d like to know？ 我將向你介紹我們的公司，你有什么特別想知道的嗎？

40.We have some reports to show you for background information.我們還有一些報告向你介紹背景資料。

41.Is your factory any different from other plastics factories？ 你們工廠和其他塑膠工廠有何差別呢？

42.Yes, our production speed is almost twice the industry-wide average.是的，我們的生產速度是其他工廠兩倍。

43.I’d like to explain what makes this factory special.我要向你說明本工廠的特性。

44.This is the most fully-automated factory we have.這是我們的全自動化工廠。

45.It’s the most up-to-date in the industry.這是同業中最新型的。

46.We’ve increased our efficiency by 20% through automation.通過自動化我們的效率增加了20%.47.Could you tell me the cost of production per unit？ 請你告訴我每件成品的生產成本好嗎？

48.I’m afraid I don’t know.Let me ask the supervisor in this section.恐怕我不知道，讓我來詢問一下該組的負責人。

49.I’m not really sure about that.Mr.Jiang should know the answer to that.關于那事我不敢確定，蔣先生應該知道答案。

50.Let me direct that question to the manager.讓我直接問經理好了。

51.I’m not familiar with that part.Let me call someone who is more knowledgeable.那部分我不熟悉，讓我找專業人士來說明。

52.Yes, I’d like to know your daily production.是的，我想知道你們的日生產額。

53.Is there anything you"d like to know？ 你想知道什么？

54.Is there anything I can explain fully？ 有什么事情要我詳細說明的嗎？

55.What did you think of our factories？ 你認為我們的工廠怎樣？

56.I was impressed very much.我有深刻的印象。

57.thank you very much for giving us your valuable time.我們占用了你寶貴的時間，非常感謝。

58.We have a small gift for you to take with you when you leave the factory.你離開工廠時，我們有件小禮物要送給你。

久仰！I've heard so much about you.好久不見了！Long time no see.辛苦了！You've had a long day.You've had a long flight.尊敬的朋友們！Distinguished/Honorable/Respected friends 閣下(多用于稱呼大使)Your Excellency 我代表北京市政府歡迎各位朋友訪問北京。On behalf of the Beijing Municipal government, I wish to extend

第2頁，共19頁 our warm welcome to the friends who have come to visit Beijing.對您的大力協助，我謹代表北京市政府表示衷心的感謝。On behalf of the Beijing Municipal government, i wish to express our heartfelt thanks to you for your gracious assistance.在北京過得怎么樣？ How are you making out in Beijing?

我一定向他轉達您的問候和邀請。I'll surely remember you and your invitation to him.歡迎美商來北京投資。American businessmen are welcome to make investment in Beijing.歡迎多提寶貴意見。Your valuable advice is most welcome.不虛此行!It's a rewarding trip!

您的日程很緊,我們的會見是否就到此為止。As you have a tight schedule, I will not take up more of your time.請代我問候王先生。Please remember me to Mr.Wang.感謝光臨！Thank you so much for coming.歡迎再來！Hope you'll come again.歡迎以后多來北京！Hope you'll visit Beijing more often.請留步，不用送了！I will see myself out, please.多保重！Take care!

祝您一路平安！Have a nice trip!

愿為您效勞！At your service!

為…舉行宴會/宴請 Host a dinner/banquet/luncheon in honor of …

歡迎宴會 Welcome dinner

便宴 Informal dinner

午宴（附有情況介紹或專題演講等內容）Luncheon

便餐 Light meal

工作午餐 Working luncheon

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自助餐 Buffet dinner/luncheon

答謝宴會 Return dinner

告別宴會 Farewell dinner

慶功宴 Glee feast

招待會 Reception

慶祝中華人民共和國成立四十五周年招待會 Reception Celebrating the 45th Anniversary of the Founding of the People's Republic of China

雞尾酒會 Cocktail party

茶話會 Tea party

包餐/點餐 Table d'hote/a la carte

上菜 Serve a courst

您的位置在這里。Here is your seat.請入席！Please have a seat.歡聚一堂 Enjoy this happy get-together

請隨便！Please yourself at home./Please enjoy yourself.請各位隨意用餐。Help yourself please.您喝點什么？ What would you like to drink?

現在我提議，為了…和…之間的合作，為了…參議員的健康，干杯！At this point, I propose a toast: to the cooperation between … And … , to the health of Senator…, cheers!

最后，我借主人的酒，提議為…干杯！Lastly, taking up this glass of fine wine, I propose a toast to …

請各位舉杯并同我一起為所有在座的朋友們的健康干杯！I'd ask you to raise your glass and join me in a toast ot the health of all our friends present here.敬您一杯！Here's to you!

第4頁，共19頁 祝你健康！To your health!

我要為此干杯！I'll drink to that!

隨量！Whatever you like!

我失陪一會兒！Excuse me for a minute.菜不好，請多多包涵！Hope you enjoy yourself.外賓接待實用英語（2）

女士們先生們，歡迎各位光臨，演出很快就要開始了，請盡快就坐。Ladies and gentlemen, good evening.The concert/show would start soon.Please get yourself seated.Thank you.招待會現在開始。The reception will now begin.全體起立，奏國歌！All rise please.For the P.R.C.National Anthem!

出席今天招待會的貴賓有… The distinguished guests paarticipating the reception are …

現在請…講話 I have the honour to call upon …

開幕式現在結束。This concludes the opening ceremony.隆重慶祝 Grand celebration

慶祝成立…一周年 Celebrating the 1st Anniversary of the Establishment of …

熱烈祝賀第一屆…錦標賽 Hail the first FIFA of …

值此節日之際致以節日的祝賀！On the occasion of the season, I would like to extend season's greetings.祝您工作順利、事業成功、身體健康、家庭幸福！Wish you the very best of luck in your job, every successin your future endeavours, good health and a happy family!

衷心祝賀您當選… Hearty congratulations on your recent ecletion as …

舉行會議/研討會/大會/座談會/學術報告會

Hold a meeting/seminar/conference/forum/symposium

贊助人/主辦人/承辦人/協辦人 Patron/sponsor/organizer/co-organizer

舉行談判 Enter into negotiation

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交涉 Make representations with sb.On sth./deal with sb.事物性會談 Talks at working level

對口會談 Counterpart talks

議程項目 Items on the agenda

主題 Theme 議題 Topic for discussion 雙方商定的議程 Schedule mutually agreed upon

開幕會議 Opening session 全體會議 Plenary session 開場白 Introduction

情況介紹 Presentation 小組討論 Panel discussion

同有關單位磋商 Hold consultations with the organizations concerned

一輪會談 One round of talks 決議 Resolution

諒解備忘錄 Memorandum of understanding

現在開會。I declare the meeting open.請…發言。I invite the representative of …To take the floor.下面我給各位簡要介紹一下北京的經濟情況 Now I would like to give you a brief overview of Beijing's economy.我的介紹完了，謝謝！That's all for my presentation.thank you.我先說這么多。So much for my remarks for now.我要說的就是這些。That's all for what I want to say.您看是先談原則問題呢，還是先談具體問題？ I wonder if you would like to start with matters of principle or specific issues?

讓我先談一個問題。If you agree(With your permission), let me start with one issue

在談那個問題之前我想對您剛才講的話談點看法。Before we trun to that issue, I wish to make a few comments/remarks on your presentation.您對此事怎么看呢？ I wish to benefit from your views on this matter./ What is your view on this matter?/ How do you see this matter?

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我提議休會十分鐘。I propose a ten-minute break.我想接著剛才的問題講下去。I will pick up where we left off just now.對不起，我插一句。Sorry for the interruption but

當然可以！By all means.怎么都行！Whatever you say.我沒有異議。I have no objection.我方對這個問題有異議。We take exception to this question.我們高興地看到… We note with pleasure that …

這個日期貴方覺得合適嗎？ I wonder if this date wuld be suitable for you? 不知你們上午談的怎樣？ I wonder how the meeting went this morning?

我方很希望貴方能盡早給予肯定的答復。We would greatlyl appreciate it if you could give us your favourable and prompt commitment as soonas possible.請你們務必在8月1日前提出意向書。You are kindly requested to submit the letter of intent on the date no later than 1st August.糾纏這個問題。Entangle this issue.提倡節約 Advocate/uphold thriftiness 為了國家的繁榮 For the sake of national property

經受了時間考驗的友誼給我留下了很深的印象。The time-tested friendship leave me a deep impression.密切注視 Keep close watch on

促進密切合作 Spur/promote intensive cooperation 社交招待

1.Would like a glass of water? / can I get you a cup of Chinese red tea? / How about a Coke?

2.All right, let me make some.I’ll be right back.3.A cup of coffee would be great.Thanks.4.There are many places where we can eat.How about Cantonese food?

5.I would like to invite you for lunch today.6.Oh, I can’t let you pay.It is my treat, you are my guest.第7頁，共19頁

7.May I propose that we break for coffee now?

8.Excuse me.I’ll be right back

9.Excuse me a moment.告別

1.Wish you a very pleasant journey home? Have a good journey!

2.Thank you very much for everything you have done us during your stay in China.3.It is a pity you are leaving so soon.4.I’m looking forward to seeing you again.5.I’ll see you to the airport tomorrow morning.6.Don’t forget to look me up if you are ever in FUZHOU.Have a nice journey!

約會

1.May I make an appointment? I‘d like to arrange a meeting to discuss our new order.2.Let’s fix the time and the place of our meeting.3.Can we make it a little later?

4.Do you think you could make it Monday afternoon? That would suit me better.5.Would you please tell me when you are free?

6.I’m afraid I have to cancel my appointment.7.It looks as if I won’t be able to keep the appointment we made.8.Will you change our appoint tomorrow at 10:00 to the day after tomorrow at the came time?

9.Anytime except Monday would be all right.10.OK, I will be here, then.11.We’ll leave some evenings free, that is, if it is all right with you.第8頁，共19頁

品質

1.We have a very strict quality controlling system, which promises that goods we produced are always of the best quality.2.You have got the quality there as well as the style.3.How do you feel like the quality of our products?

4.The high quality of the products will secure their leading status in the market place.5.You must be aware that our quality is far superior to others.6.We pride ourselves on quality.That is our best selling point.7.As long as the quality is good.It is all right if the price is a bit higher.8.They enjoy good reputation in the world.9.When we compare prices, we must first take into account the quality of the products.10.There is no quality problem.Quality is something we never neglect（忽視）.11.You are right.It is good in material, fashionable in design, and superb in workmanship.材料很好、設計時尚、做工優秀。

12.We deliver all our orders within one month after receipt of the covering letters of credit.13.Do you have specific request for packing? Here are the samples of packing available now, you may have a look.14.I wonder if you have found that our specifications meet your requirements.I’m sure the prices we submitted are competitive.Sample Text

問好

1.Good morning/afternoon/evening./May I help you? /Anything I can do for you?

2.How do you do? /How are you? / Nice to meet you.3.It’s a great honor to meet you./I have been looking forward to meeting you.4.Welcome to China.第9頁，共19頁

5.We really wish you’d have a pleasant stay here.6.I hope you’ll have a pleasant stay here.Is this your fist visit to China?

7.Do you have much trouble with jet lag（時差）?

機場接客

1.Excuse me;are you Mr.Wilson from the International Trading Corporation?

2.How do I address you（我怎么稱呼你）?

3.May name is Benjamin liu.I’m from the Fuzhou E-fashion Electronic Company.I’m here to meet you.4.We have a car an over there to take you to you hotel.Did you have a nice trip?

5.Mr.David smith asked me to come here in his place to pick you up.6.Do you need to get back your baggage?

7.Is there anything you would like to do before we go to the hotel?

相互介紹

1.Let me introduce my self.My name is Benjamin Liu, an Int’l salesman in the Marketing Department.2.Hello, I am Benjamin Liu, an Int’l salesman of FUZHOU E-FASHION ELECTRONIC COMPANY.Nice to meet you./pleased to meet you./ It is a pleasure to meet you.3.I would like to introduce Mark Sheller, the Marketing department manager of our company.4.Let me introduce you to Mr.Li, general manager of our company.5.Mr.Smith, this is our General manage, Mr.Zhen, this is our Marketing Director, Mr.Lin.And this is our RD Department Manager, Mr.Wang.6.If I’m not mistaken, you must be Miss Chen from France.7.Do you remember me? Benjamin Liu from Marketing Department of PVC.We met several years ago.8.Is there anyone who has not been introduced yet?

第10頁，共19頁

9.It is my pleasure to talk with you.10.Here is my business card./ May I give you my business card?

11.May I have your business card? / Could you give me your business card?

12.I am sorry.I can’t recall your name./ Could you tell me how to pronounce your name again?

13.I’ am sorry.I have forgotten how to pronounce your name.小聊

1.Is this your first time to China?

2.Do you travel to China on business often?

3.What kind of Chinese food do you like?

4.What is the most interesting thing you have seen in China?

5.What is surprising to your about China?

6.The weather is really nice.7.What do you like to do in your spare time?

8.What line of business are you in?

9.What do you think about…? /What is your opinion?/What is your point of view?

10.No wonder you’re so experienced.11.It was nice to talking with you./ I enjoyed talking with you.12.Good.That’s just what we want to hear.確認話意

1.Could you say that again, please?

2.Could you repeat that, please?

3.Could you write that down?

第11頁，共19頁

4.Could you speak a little more slowly, please?

5.You mean…is that right?

6.Do you mean..?

7.Excuse me for interrupting you.1.Greeting message 祝福

Hope you have a good trip back.祝旅途愉快。

How are you? 你好嗎?

How is the project going on? 項目進行順利嗎?

2.Initiate a meeting 發起會議

I suggest we have a call tonight at 9:30pm(China Time)with you and Brown.Please let me know if the time is okay for you and Ben.我建議我們今晚九點半和Brown小聚一下,你和Ben有沒有空?

I would like to hold a meeting in the afternoon about our development planning for the project A.今天下午我建議我們就A項目的發展計劃開會討論一下。

We‘d like to have the meeting on Thu Oct 30.Same time.十月三十號(周三),老時間,開會。

Let‘s make a meeting next Monday at 5:30 PM SLC time.下周一鹽湖城時區下午五點半開會。

I want to talk to you over the phone regarding issues about report development and the XXX project.我想跟你電話討論下報告進展和XXX項目的情況。

3.Seeking for more information/feedbacks/suggestions 咨詢信息/反饋/建議

Shall you have any problem accessing the folders, please let me know.第12頁，共19頁 如果存取文件有任何問題請和我聯系。

Thank you and look forward to having your opinion on the estimation and schedule.謝謝你,希望能聽到更多你對評估和日程計劃的建議。

Look forward to your feedbacks and suggestions soon.期待您的反饋建議!

What is your opinion on the schedule and next steps we proposed?

你對計劃方面有什么想法?下一步我們應該怎么做?

What do you think about this?

這個你怎么想?

Feel free to give your comments.請隨意提出您的建議。

Any question, please don‘t hesitate to let me know.有任何問題,歡迎和我們聯系。

Any question, please let me know.有任何問題,歡迎和我們聯系。

Please contact me if you have any questions.有任何問題,歡迎和我們聯系。

Please let me know if you have any question on this.有任何問題,歡迎和我聯系。

Your comments and suggestions are welcome!

歡迎您的評論和建議!

Please let me know what you think?

第13頁，共19頁 歡迎您的評論和建議!

Do you have any idea about this?

對于這個您有什么建議嗎?

It would be nice if you could provide a bit more information on the user‘s behavior.您若是能夠就用戶行為方面提供更多的信息就太感激了!

At your convenience, I would really appreciate you looking into this matter/issue.如果可以,我希望你能負責這件事情。

4.Give feedback 意見反饋

Please see comments below.請看下面的評論。

My answers are in blue below.我的回答已標藍。

I add some comments to the document for your reference.我就文檔添加了一些備注,僅供參考。

5.Attachment 附件

I enclose the evaluation report for your reference.我附加了評估報告供您閱讀。

Attached please find today‘s meeting notes.今天的會議記錄在附件里。

Attach is the design document, please review it.設計文檔在附件里,請評閱。

For other known issues related to individual features, please see attached release notes.第14頁，共19頁 其他個人特征方面的信息請見附件。

6.Point listing 列表

Today we would like to finish following tasks by the end of today:1…….2…….今天我們要完成的任務:1…….2…….Some known issues in this release:1…….2…….聲明中涉及的一些問題:1…….2…….Our team here reviewed the newest SCM policy and has following concerns:1…….2…….我們閱讀了最新的供應鏈管理政策,做出如下考慮:1…….2…….Here are some more questions/issues for your team:1…….2…….以下是對你們團隊的一些問題:1…….2…….The current status is as following: 1……

2……

目前數據如下: 1……

2……

Some items need your attention:1…….2…….以下方面需提請注意:1…….2…….7.Raise question 提出問題

I have some questions about the report XX-XXX

我對XX-XXX報告有一些疑問。

For the assignment ABC, I have the following questions:…

就ABC協議,我有以下幾個問題:……

8.Proposal 提議

第15頁，共19頁 For the next step of platform implementation, I am proposing…

關于平臺啟動的下一步計劃,我有一個提議……

I suggest we can have a weekly project meeting over the phone call in the near future.我建議我們就一周項目開一個電話會議。

Achievo team suggest to adopt option A to solve outstanding issue……

Achievo團隊建議應對突出問題采用A辦法。

9.Thanks note 感謝信

Thank you so much for the cooperation感謝你的合作!

Thanks for the information

謝謝您提供的信息!

I really appreciate the effort you all made for this sudden and tight project.對如此緊急的項目您做出的努力我表示十分感謝。

Thanks for your attention!

謝謝關心!

Your kind assistance on this are very much appreciated.我們對您的協助表示感謝。

Really appreciate your help!

非常感謝您的幫助!

10.Apology 道歉

I sincerely apologize for this misunderstanding!

對造成的誤解我真誠道歉!

I apologize for the late asking but we want to make sure the correctness of our implementation ASAP.第16頁，共19頁 A: I'm sorry to say that the price you quote is too high.It would be very difficult for us to push any sales if we buy it at this price.B: well, if you take quality into consideration, you won't think our price is too high.A: Let's meet each other half way.-很遺憾你們報的價格太高，如果按這種價格買進，我方實在難以推銷。-如果你考慮一下質量，你就不會覺得我們的價格太高了。-那咱們就各讓一步吧。

A: I'm sorry to say that your price has soared.It's almost 20% higher than last year's.B: That's because the price of raw materials has gone up.A: I see.Thank you.-很遺憾，貴方的價格猛長，比去年幾乎高出20%。-那是因為原材料的價格上漲了。-我知道了，多謝。

A: How many do you intend to order? B: I want to order 900 dozen.A: The most we can offer you at present is 600 dozen.-這種產品你們想訂多少？-我們想訂900打。

-目前我們至多只能提供600打。

A: We have inspected the rice, and we're surprised to know that the weight is short.B: We sell our goods on loaded weight and not on landed weight.A: I see.-這些大米我們檢驗過了，重量不夠，我們感到奇怪。-我們出售商品是以裝船重量為準，不是以卸貨重量為準。-我知道了。

A: The next thing I'd like to bring up for discussion is packing.B: Please state your opinions about packing.A: All right.We wish our opinions on packing will be passed on to your manufacturers.-下面我想就包裝問題討論一下。-請陳述你們的意見。

-好，我們希望我們對包裝的意見能傳達到廠商。

A: You know, packing has a close bearing on sales.B: Yes, it also affects the reputation of our products.Buyers always pay great attention to packing.A: We wish the new packing will give our clients satisfaction.-大家都知道，包裝直接關系到產品的銷售。

-是的，它也會影響我們產品的信譽，買主總是很注意包裝。-我們希望新包裝會使我們的顧客滿意。

A: How are the shirts packed? B: They're packed in cardboard boxes.A: I'm afraid the cardboard boxes are not strong enough for ocean transportation.-襯衫怎樣包裝？-它們用紙板箱包裝。

-我擔心遠洋運輸用紙板箱不夠結實。

A: From what I've heard, you're already well up in shipping work.第17頁，共19頁 B: Yes, we arrange shipments to any part of the world.A: Do you do any chartering?-據我所知，你方對運輸工作很在行。-是的，我們承攬去世界各地的貨物運輸。-你們租船嗎？

A: How do you like the goods dispatched, by railway or by sea? B: By sea, please.Because of the high cost of railway transportation, we prefer sea transportation.A: That's what we think.-你方將怎樣發運貨物，鐵路還是海運？

-請海運發貨，鐵路運輸費用太高，我們愿意走海運。

展會英語：展會談判交流英語句型（下）

A: When can you effect shipment? I'm terribly worried about late shipment.B: We can effect shipment in December or early next year at the latest.A: That's fine.-你們什么時候能交貨？我非常擔心貨物遲交。-我們最晚在今年十二月或明年初交貨。-那很好。

在雙方談判的過程中，一定要注意傾聽對方的發言，如果對對方的觀點表示了解，可以說： I see what you mean.（我明白您的意思。）如果表示贊成，可以說： That's a good idea.（是個好主意。）或者說：

I agree with you.（我贊成。）

如果是有條件地接受，可以用on the condition that這個句型，例如：

We accept your proposal, on the condition that you order 20,000 units.（如果您訂2萬臺，我們會接受您的建議。）

在與外商，尤其是歐美國家的商人談判時，如果有不同意見，最好坦白地提出來而不要拐彎抹角，比如，表示無法贊同對方的意見時，可以說： I don't think that's a good idea.（我不認為那是個好主意。）或者

Frankly, we can't agree with your proposal.（坦白地講，我無法同意您的提案。）如果是拒絕，可以說：

We're not prepared to accept your proposal at this time.（我們這一次不準備接受你們的建議。）有時，還要講明拒絕的理由，如

To be quite honest, we don't believe this product will sell very well in China.（說老實話，我們不相信這種產品在中國會賣得好。）

談判期間，由於言語溝通問題，出現誤解也是在所難免的：可能是對方誤解了你，也可能是你誤解了對方。

第18頁，共19頁 在這兩種情況出現後，你可以說：

No, I'm afraid you misunderstood me.What I was trying to say was...（不，恐怕你誤解了。我想說的是……）或者說：

Oh, I'm sorry, I misunderstood you.Then I go along with you.（哦，對不起，我誤解你了。那樣的話，我同意你的觀點。）

第19頁，共19頁

第三篇：客戶接待技巧培訓

接待客戶的技巧

【本講重點】

如何進行接待客戶的準備工作 如何歡迎你的客戶

接待客戶的循環圖

圖5－1 接待客戶循環圖

接待客戶的準備

客戶在接受某項基本服務時，最基本的要求就是服務代表能關注他直接的需求，能受到熱情的接待；在不需要接待時，客戶就不希望服務代表去打擾他。服務代表要想能在接待客戶的過程中，呈現出良好的服務技巧，就必須做好事先的充分的準備工作，具體來說，服務代表在接待客戶之前應做好以下兩個方面的準備工作。

預測客戶的三種需求

服務代表在接待客戶之前，應先預測一下客戶可能有哪些方面的需求，再分別地一一作好準備。一般來說，客戶一般有以下三個方面的需求：

圖5—2 客戶的三種需求

1．信息的需求

實際上是客戶需要使用幫助。例如你去餐廳吃飯，那么你會要求知道該餐廳都有什么菜，哪道菜是招牌菜，哪道菜的口味最好，多長時間能夠端上來，價格是多少等等，這些都稱之為信息需求。

為了滿足客戶的這種信息需求，就要求服務代表事先做好充分的準備，就要求我們的服務代表需要不斷地充實自己的專業知識。因為只有你很專業了，你才有可能去為你的客戶提供這種令顧客滿意的服務，才可能去滿足他對信息的需求。

2．環境的要求

例如在天氣很熱時，客戶希望這個房間里很涼爽；如果這次服務需要等候很長時間，你一定會需要有一些書刊、雜志可以供你來看等等，這些都叫做客戶對環境的需求。

【案例】

很多大商場都有托管兒童的區域，作為家長來說，他們就可以自由地去選購商品了，而把孩子交給商場的員工管理，那里設置了一些玩具，兒童們可以在里面盡情地玩。

在麥當勞、肯德基里也沒有專門的兒童樂園，以滿足有小孩家長的需要。在很多企業ＳＡＬＥＳ的座席上都有很好的隔音裝置設備，就是為了讓客戶清晰地聽到服務代表的話。為不同的客戶提供不同的消費環境，是留住客戶的一個重要手段。

3．情感的需求

客戶都有被贊賞、同情、尊重等各方面的情感需求，服務代表需要去理解客戶的這些情感。如：客戶可能會跟你講，你看我這么一大把年紀了，跑到你這兒來，來回坐車就要得倒三趟車，那如果你能把這件事情在電話里邊幫客戶解決就好了；如果客戶說，你看，這么大熱的天，到你們這兒來，我騎車已騎了半個小時，渾身都濕透了，如果你能跟客戶說，今天天氣是很熱，我給您倒一杯水吧，那么客戶聽了心里相對來說就會感到舒服很多。這些東西就叫做情感的需求。

滿足客戶的這種需求的難度是相當大的，要做好這方面的準備工作也是相當不容易的。這就需要服務代表有敏銳的洞察力，能夠觀察到客戶的這些需求去加以滿足。

做好滿足客戶需求的準備

服務代表在認識到客戶的三種需求以后，就應該根據客戶的這些需求做好相應地準備工作。如果每個服務代表能根據本行業的特點做好這三方面的準備工作的話，在真正面對客戶的時候就有可能為客戶提供滿意的服務。

歡迎你的客戶

服務代表在做好充分的準備工作后，下一步的工作就是迎接你的客戶。服務代表在迎接客戶時要做好以下幾個方面的工作

1．職業化的第一印象 對客戶來講，他非常關注對面那個人帶給他的第一印象究竟會是怎么樣的。對服務代表來講就是你穿著怎么樣，給別人感覺你是不是很專業，最好讓你的客戶一看到你就能很快地判斷出你的職業，甚至你的職業水準。如：你去醫院看病，醫生辦公室門一開，你通常就能看出來，這個人是教授、是實習醫生、還是護士。因此，服務代表在歡迎客戶時一定要呈現出一個非常好的職業化的第一印象。

2．歡迎的態度

態度在這里是非常重要的，因為它決定著客戶對于整個服務的一種感知。而這種歡迎態度通常都是難享受到的，除非是他想把東西賣給你的時候，你才會感覺到這一點。

歡迎的態度對你的客戶來說確實是非常重要的，你在一開始時應該以怎樣的態度去接待你的客戶，將決定你整個服務的成敗。所以，對于服務代表來說，在歡迎客戶時，一定要時常發自內心地展現微笑，要以一種歡迎的態度對待你的客戶。

3．關注客戶的需求

就是上面說的要關注客戶的信息需求、環境需求、情感需求。

4．以客戶為中心

服務代表應該緊密以客戶為中心，時刻圍繞著客戶，那么就標志著當你為這個客戶提供服務時，即使旁邊有人正在叫你，你也必須先跟客戶說，“非常抱歉，請您稍等”，然后才能去說話，一說完話馬上就接著為客戶服務。讓客戶覺得你比較關注他，以他為中心，這一點是非常重要的。

【自檢】

假如你是中國電信客戶服務中心的員工，你將接待一位辦理ＡＤＳＬ業務的客戶，你打算怎樣做好你的準備工作呢？

?___________________________________________________________ ____________________________________________________________ ____________________________________________________________

【案例】

金星汽車客戶滿意度回訪（1）

場景：李宇是金星汽車特約維修中心的客戶經理，在最近一段時間，他通過電話回訪進行客戶滿意度的調查。今天早上他一到公司，就開始了電話拜訪。

“是王剛嗎？” “我是，哪位？”

“我是金星汽車特約維修中心的。” “有事嗎？”

“是這樣，我們在做一個客戶滿意度的調查，想聽聽您的意見？” “我現在不太方便?！?/p>

“沒有關系，用不了您多長時間?！?/p>

“我現在還在睡覺，您晚點打過來好嗎？”

“我待會也要出去啊，再說這都幾點了，您還睡覺啊，這個習慣可不好啊，我得提醒您?！?“我用得著你提醒嗎？你兩小時后再打過來?！?/p>

“您還是現在聽我說吧，這對您很重要，要不然您可別怪我?！笨蛻魭鞌唷?/p>

金星汽車客戶滿意度回訪（2）

場景：李宇是金星汽車特約維修中心的客戶經理，在最近一段時間，他通過電話回訪進行客戶滿意度的調查。今天早上他一到公司，就開始了電話拜訪。“您好，請問是王剛先生嗎？” “我是，哪位？”

“您好，我是金星汽車特約維修中心的客戶經理，我叫李宇?！?“有事嗎？”

“是這樣，您是我們公司的老客戶，為了能為您提供更好的服務，我們現在在作一個客戶滿意度的調查，想聽取一下您的意見，您現在方便嗎？”

“我現在不太方便”。

“噢，對不起，影響您工作了?！?“沒有關系?！?/p>

“哪您看您什么時候方便呢，我到時候再給您打過來。” “噢，您中午再打吧?！?/p>

“噢，那不會影響您吃飯嗎？” “您十二點半打過來就可以了。”

“好的，那我就十二點半打給您，謝謝您，再見！”

案例點評

第一個回訪是比較差的，在這里李宇在提問語氣的使用上就有問題，更何況他沒有考慮客戶的當時情況，沒有站在客戶的角度上思考問題，從而導致回訪沒能達到預期的效果，也給客戶留下了十分不好的印象。

第二個回訪是比較成功的，在這里，李宇運用了一些技巧，先站在客戶的角度思考問題，給客戶留下了比較好的印象，在下次回訪時肯定能得到預期的效果。

【本講小結】

服務代表在接待客戶時應注意運用好兩個重要的技巧：首先是準備。服務代表要事先做好充分地準備，要能預測客戶信息、環境、情感等三方面的需求，關注到客戶的這些需求之后前還必須去加以滿足，特別要滿足客戶情感的需求。另外您要有一個歡迎的態度。職業化的第一印象，就是關注客戶的細微需求，然后做到以客戶為中心。如果服務代表在接待客戶時，能很好地應用這兩大技巧，那么他在接待客戶階段，所提供的服務可以被稱之為金牌的客戶服務。

【心得體會】

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第四篇：外貿業務員接待客戶的必備口語

外貿業務員接待客戶的必備口語

外貿 業務員接待客戶的必備口語:Do I have to make a reconfirmation? 我還要再確認嗎？Is there any earlier one?還有更早一點的嗎？Could you tell me my reservation number, please?請你告訴我我的預訂號碼好嗎？Can I get a seat for todays 7:00 a.m.train?

我可以買到今天上午7點的火車座位嗎？Could you change my flight date from London to Tokyo?

請你更改一下從倫敦到東京的班機日期好嗎？Is there any discount for the USA Railpass?

火車通行證有折扣嗎？May I reconfirm my flight?

我可以確認我的班機嗎？Are they all non-reserved seats?

他們全部不預訂的嗎？Do I have to reserve a seat?

我一定要預訂座位嗎？May I see a timetable?我可以看時刻表嗎？How long will I have to wait? 我要等多久呢？Which would you prefer, a smoking seat or a non-smoking seat?

你喜歡哪種，吸煙座還是禁煙座呢？Can I reconfirm by phone?我能電話確認嗎？Where can I make a reservation?

我到哪里可以預訂？Do I need a reservation for the dining car?

我需要預訂餐車嗎？How many more minutes will it take for the train to arrive?火車還要多少分鐘就要到達呢？Is this a daily flight?這是每日航班嗎？Excuse me.May I get by?

對不起，我可以上車嗎？How much does it cost to go there by ship?

坐船到那里要花多少錢？Can I cancel this ticket? 我可以取消這票嗎？Check it to my final destination

把它托運到我的目的地。Please come to the airport by eight thirty at the latest.最遲要在8點30分到達機場。

23Take your baggage to the baggage section.把你的行李拿到行李房去。Please open your baggage.請把你行李打開。Please fill in this disembarkation card.請你填寫這張入境卡。I have come to make sure that your stay in Beijing is a pleasant one.我特地為你們安排使你們在北京的逗留愉快。Youre going out of your way for us, I believe.我相信這是對我們的特殊照顧了。Its just the matter of the schedule, that is, if it is convenient of you right now.如果你們感到方便的話，我想現在討論一下日程安排的問題。I think we can draw up a tentative plan now.我認為現在可以先草擬一具臨時方案。If he wants to make any changes, minor alternations can be made then.如果他有什么意見，我們還可以對計劃稍加修改。

Is there any way of ensuring well have enough time for our talks?我們是否能保證有充足的時間來談判？

So our evenings will be quite full then?

那幺我們的活動在晚上也安排滿了嗎？

Well leave some evenings free, that is, if it is all right with you.如果你們愿意，我們想留幾晚供你們自由支配。

Wed have to compare notes on what weve discussed during the day.我們想用點時間來研究討論一下白天談判的情況。

Thatll put us both in the picture.這樣雙方都能了解全面的情況。

36Then wed have some idea of what youll be needing.那我們會心中有數，知道你們需要什么了。

I can’t say for certain off-hand.我還不能馬上說定。

Better have something we can get our hands on rather than just spend all our time talking.有些實際材料拿到手總比坐著閑聊強。

Itll be easier for us to get down to facts then.這樣就容易進行實質性的談判了。

But wouldnt you like to spend an extra day or two here?你們不愿意在北京多待一天嗎？

Im afraid that wont be possible, much as wed like to.盡管我們很想這樣做，但恐怕不行了。

42Weve got to report back to the head office.我們還要回去向總部匯報情況呢。

43Weve arranged our schedule without any trouble.我們已經很順利地把活動日程安排好了。

44Here is a copy of itinerary we have worked out for you and your friends.Woul

d you please have a look at it?

這是我們為你和你的朋友擬定的活動日程安排。請過目一下，好嗎？

If you have any questions on the details，feel free to ask.如果對某些細節有意見的話，請提出來。

I can see you have put a lot of time into it.我相信你在制定這個計劃上一定花了不少精力吧。

We really wish youll have a pleasant stay here.我們真誠地希望你們在這里過得愉快。

Ive been looking forward to visiting your factory.我一直都盼望著參觀貴廠。

Maybe we could start with the Designing Department.也許我們可以先參觀一下設計部門。

These drawings on the wall are process sheets.墻上的圖表是工藝流程表。51 They describe how each process goes on to the next.表述著每道工藝間的銜接情況。

We are running on two shifts.我們實行的工作是兩班倒。

Almost every process is computerized.幾乎每一道工藝都是由電腦控制的。

The efficiency is greatly raised, and the intensity of labor is decreased.工作效率大大地提高了，而勞動強度卻降低了。

All products have to go through five checks in the whole process.所有產品在整個生產過程中得通過五道質檢關。

We believe that the quality is the soul of an enterprise.我們認為質量是一個企業的靈魂。

Therefore, we always put quality as the first consideration.因而，我們總是把質量放在第一位。

I hope my visit does not cause you too much trouble.我希望這次參觀沒給你們增添太多的麻煩。

Do we have to wear the helmets?

我們得戴上防護帽嗎？

60Is the production line fully automatic?

生產線是全自動的嗎？

What kind of quality control do you have?

你們用什么辦法來控制質量呢？

All products have to pass strict inspection before they go out.所有產品出廠前必須要經過嚴格檢查。

Im impressed by your approach to business.你們經營業務的方法給我留下了很深的印象。

The product gives you an edge over your competitors, I guess.我認為你們的產品可以使你們勝過競爭對手。

No one can match us so far as quality is concerned.就質量而言，沒有任何廠家能和我們相比。

I think we may be able to work together in the future.我想也許將來我們可以合作。

We are thinking of expanding into the Chinese market.我們想把生意擴大到中國市場。

68The purpose of my coming here is to inquire about possibilities of establishing trade relations with your company.我此行的目的正是想探詢與貴公司建立貿易關系的可能性。

We would be glad to start business with you.我們很高興能與貴公司建立貿易往來

Id appreciate your kind consideration in the coming negotiation.洽談中請你們多加關照。

We are happy to be of help.我們很樂意幫忙。

I can assure you of our close cooperation.我保證通力合作。

Would it be possible for me to have a closer look at your samples?可以讓我參觀一下你們的產品陳列室嗎？

It will take me several hours if I really look at everything.如果全部參觀的話，那需要好幾個小時。

75You may be interested in only some of the items.你也許對某些產品感興趣。76 I can just have a glance at the rest.剩下的部分我粗略地看一下就可以了

77Theyve met with great favor home and abroad.這些產品在國內外很受歡迎。78 All these articles are best selling lines.所有這些產品都是我們的暢銷貨。

79Your desire coincides with ours.我們雙方的愿望都是一致的。

No wonder youre so experienced.怪不得你這幺有經驗。

Textile business has become more and more difficult since the competition grew.隨著競爭的加劇，紡織品貿易越來越難做了。

82Could I have your latest catalogues or something that tells me about your company?

可以給我一些貴公司最近的商品價格目錄表或者一些有關說明資料嗎？

At what time can we work out a deal?

我們什幺時候洽談生意？

I hope to conclude some business with you.我希望能與貴公司建立貿易關系。

We also hope to expand our business with you.我們也希望與貴公司擴大貿易往來。

This is our common desire.這是我們的共同愿望。

I think you probably know China has adopted a flexible policy in her foreign trade.我想你也許已經了解到中國在對 外貿 易中采取了靈活的政策。

Ive read about it, but Id like to know more about it.我已經知道了一點兒，但我還想多了解一些。

89Seeing is believing.百聞不如一見。

How would you like to proceed with the negotiations? 你認為該怎樣來進行這次談判呢？

久仰 I’ve heard so much about you.好久不見了 Long time no see.辛苦了 You’ve had a long day.You’ve had a long flight.尊敬的朋友們 distinguished/Honorable/Respected friends

閣下(多用于稱呼大使)Your Excellency

我代表廣州市政府歡迎各位朋友訪問北京.On behalf of the Guangzhou Municipal government, I wish to extend our warm welcome to the friends who have come to visit Beijing.對您的大力協助，我謹代表廣州市政府表示衷心的感謝。On behalf of the Guangzhou Municipal government, I wish to express our heartfelt thanks to you for your gracious assistance.在廣州過得怎么樣？ How are you making out in Guangzhou?

我一定向他轉達您的問候和邀請.I’ll surely remember you and your invitation to him.歡迎美商來廣州投資.American businessmen are welcome to make investment in Guangzhou.歡迎多提寶貴意見.Your valuable advice is most welcome.不虛此行 It’s a rewarding trip.您的日程很緊,我們的會見是否就到此為止.As you have a tight schedule, I will not take up more of your time.請代我問候...先生 please remember me to Mr.感謝光臨 Thank you so much for coming.歡迎再來 Hope you’ll come again.歡迎以后多來廣州 Hope you’ll visit Guangzhou more often.請留步,不用送了.I will see myself out, please.多保重 Take care.祝您一路平安.Have a nice trip.愿為您效勞。At your service.為…舉行宴會/宴請 host a dinner/banquet/luncheon in honor of …

歡迎宴會 welcome dinner

便宴 informal dinner

第五篇：前臺接待小技巧歸納

【前臺接待小技巧歸納】 “免費”和“贈送”的區別接待不要隨時把“免費”掛在嘴邊.免費這個詞給客人的感覺會是“這東西本來就是我的”.換成“贈送”能讓客人有種撿了小便宜的感覺.比如現在大多酒店的早餐都是免費的很多接待在推銷房間的時候會說“我們的房間都有免費的雙人早餐”。

這樣的說辭對刺激客人的購買興趣力度遠遠沒有“我們會贈送您雙人早餐”來的猛烈。

可以來回推敲一下兩句話的不同。

【前臺接待小技巧歸納】不要說“對不起”多說“不好意思”這個簡直是很多搞服務的人的死穴。

有的人天生就喜歡“對不起”這,“對不起”那，“對不起”一旦出口,那不是你的錯也成了你的錯。

你沒錯的話對不起什么?

“不好意思”就沒這個含義在里面不管誰對誰錯,咱們先來個“不好意思”,至于是客人“不好意思”還是我們“不好意思”那就得看我們對事件的看法和解釋了，主動權在我們手上。

“不好意思”在心理暗示上絕對沒有“對不起”來的那么強烈。