2013年报关员外贸基础知识：接待客户实用小技巧

第一篇：2013年报关员外贸基础知识：接待客户实用小技巧

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一般大家都非常重视外国客户的来访。

其实做接待也是很有技巧的。细节上多注意下会给客人留下非常好的印象，为之后的合作添加多一份成功的把握。

首先我们先谈下一般的接待吧：

1.客人来到公司的时候，我们带他到会议室或者展厅里面就座的时候，不妨询问下：Can I bring you something to drink?(您想喝点什么?)或者简单点：coffee or tea?(咖啡还是茶?)一般来说，很多客人在中国的时间安排的比较紧，早餐都吃的比较仓促，有的餐厅早上没有咖啡供应，对于他们来说是很难受的。(程度不亚于我们早上起来没有刷牙就去上班的感觉)如果在正式谈生意之前可以给他们来上杯咖啡的话，不但有助提神，而且他们会觉得很心情都会变的很好。当然，不是很多外国人喜欢速溶咖啡，就像我们也不是很多人喜欢茶包泡的茶。如果是水的话，瓶装的矿泉水是最好的。(老外们崇尚健康比我们厉害的多)

2.会议室里与其放水果，不如放点小糖果(薄荷糖或者咖啡糖，小巧包装的巧克力也不错)。其实外国人，基本上没有不喜欢甜食的。在中国的饮食不习惯也导致他们比较容易有饥饿感。这个时候。小糖果就起了大作用了。一般的水果要吃的文雅那都要辅助以工具。但是你总不能在人家办公室削苹果吧?

3.如果他们来到的时间是下午3.4点，那么没有什么比做工精致的小蛋糕更好了举个例子，有人曾告诉过我说由此次在展会，他陪老外在一个展位洽谈了很长时间，这个时候他们一个女孩子打包了一盒隔壁酒店做的巧克力慕丝蛋糕过来。而他看到老外们的脸刹那间就亮了起来。补充了“弹药”以后，剩下的生意在愉快的气氛中谈完了。不能说蛋糕有绝对的作用，但是蛋糕所带来的好心情和对公司的好印象是绝对功不可没的。

之后我们再谈下带客户出去吃饭吧。

1.餐厅的选择：不一定豪华，但是一定要看起来干净。因为外出工作，身体非常重要。要是因为拉肚子干不了活，他们的中国之行就亏大了。

2.菜式的选择：之前一定要问：Do you have anything that you don't eat?(有没有什么你是不吃的?)这个问题其实是很关键的。老外的体质跟中国人有很大的不同。他们对很多东西都会过敏。很多人都对很多种食物过敏。鸡蛋，海鲜，贝壳都不可碰。吃了就浑身痒，严重的呼吸困难。对面粉类东西过敏听说过吗?还有就是印度人，要是你听到他说他是个vegetarian(素食主义者)也别见怪，他们的宗教要求就是这样的。对于他们，如果他没有自己带食物来中国吃，那就要给他特殊点全素的食物。在点菜的时候要特别关照下点菜员。而且最好不要给他们点过辣的食物。因为他们实在是不耐中国的辣，吃点辣椒第二天就要拉肚子。(就算他在自己国家很能吃辣也不行)

3.吃饭的餐具：大城市大餐厅一般都有刀叉，但是如果你是个小地方，不妨请外国客户吃饭的时候提前帮他们准备套刀叉带着。因为让他们使用筷子他们会有点难堪。尤其是第一次使用筷子，如果弄脏了衣服对于商务出行人士是非常麻烦的一件事情。

4.上菜：上菜前要提醒下服务员，鸡一定一定一定要去头去脚再端上来。鱼也尽量不要点鱼头之类的菜。(也别点什么吃活鱼活虾)对于他们来说，看见脑袋在盘子里面是非常恐怖

报关员网络视频免费试听 http://edu.21cn.com/kcnet750/的事情。狗啊猫啊蛇啊一般不要点。也不要和他们说我们吃这些。要不他们家里在家里宝贝孩子一样的狗，看到咱们吃狗肉，心里别扭。

5.夹菜：由于公筷的使用也不是很普遍。上菜的时候大家先别动筷子，让服务员先用公共的筷子把菜拨到外国客人的盘子里。(当然事先要询问：do you want to try this ?)然后大家再一起吃。

6.甜点：如果有甜食，放到最后上就最合适了。没有的话，水果盘也可以凑合。

7.饮料：差点忘记说了。对于大部分人来说，中国的啤酒度数比他们那边的高的多，要是饭后还有工作的话，不妨叫青岛啤酒，度数低点，口感也比较适合他们。要是你看他不喝酒，身体又比较胖的话，减肥可乐/健怡可乐(diet cola/light cola)就最好了。但是饭店不一定都有。那就要看你有没有心了~~ 要是啤酒也不喝可乐也不要的，就上100%纯果汁。绝对没有错：)但是无论什么时候都不要强迫客人喝白酒。我们的白酒对于他们来说都是非常烈的。外国人喝过中国的白酒之后对那难受的感觉都是刻骨铭心的。要是你想让你的客户难受——灌他白酒就错不了!

第二篇：外贸人接待客户必备58句

• 外贸人接待客户必备58句

1.Excuse me.Are you Susan Davis from Western Electronics？ 对不起，你是来自西方电子公司的苏姗?戴卫斯吗？

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？ 对不起，请问你是从国家装置公司来的雷夫?梅耶史先生吗？

4.I“m Dennis.I am here to meet you today.我是丹尼斯，今天我到这里来接你。

5.I”m Donald.We met the last time you visited Taiwan.我是唐纳德，上次你来台湾时我们见过面。

6.I“m Edwin.I”ll show you to your hotel.我是爱德温，我带你去旅馆。

7.How was your flight? Was it comfortable? 你坐的班机怎么样？还舒服吗？

8.It was quite good.But it was awfully long.班机很好，就是时间太长了。

9.Did you have a good flight？ 你旅途愉快吗？

10.Not really, I“m afraid.We were delayed taking off, and we encountered a lot of bad weather.不太好，我们起飞延误了，还遭遇了恶劣的气候。

11.How was your flight？ 你的航班怎样？

12.Did you get any sleep on the plane？ 你在飞机上睡觉了吗？

13.Mr.Wagner, do you have a hotel reservation？ 华格纳先生，你预订过旅馆吗？

14.No, I don’t.Will it be a problem? 不，我没有，会有困难吗？

15.I don’t think so.I know several convenient hotels.Let me make some calls.我认为没有，我知道有几家便利旅馆，让我打几个电话。

16.I’ve made a reservation at the hotel you used last time.我已预订了你上次住过的旅馆。

17.We’ve booked a Western-style room for you.我们已为你订了一间西式的房间。

18.Let’s go to the station to get a train into town.我们到火车站去乘车进城。

19.Does it take long to get into Taibei from here？ 从此地去台北要很久吗？

20.It’s about an hour.大概要一个小时。

21.We’ll get a taxi from the station.我们到火车站乘出租车。

22.There’s a shuttle bus we can use.我们可搭乘机场班车。

23.I’ve brought my car, so I can drive you to your hotel.我开车来的，所以我开车送你到旅馆。

24.You must be hungry.Shall we get something to eat？ 你一定饿了，我们吃点东西好吗？

25.That sounds good.Let’s get something at the hotel restaurant.I feel a little tired.那太棒了，我们就到旅馆餐厅吃点东西，我有点累了。

26.Would you like to have some dinner？ 你想吃饭吗？

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.我带你出去吃饭好吗？这次我请客。

29.If you’re hungry, we can eat dinner now.如果你饿了，我们现在就去吃饭。

30.Have you had breakfast yet？ 你吃过早餐了吗？

31.Yes.It was delicious.是的，味道很好。

32.Good.Let’s go to the office.好的，我们去办公室吧。

33.How is your room？ 你的房间怎样？

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

35.Why don’t we go to the office now？ 为何我们现在不去办公室呢？

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36.We’ll start with an orientation video.It runs about 15 minutes.我们将从一个电视简报开始，大概放15分钟。

37.The tour will take about an hour and a half.We ought to be back here by 3:00.参观大概要一个半小时，3点钟以前回到这里。

38.Our new product line has been very successful.We’ve expanded the factory twice this year already.我们新的生产线非常成功，我们今年已把工厂扩展了两倍。

39.I’d like to introduce you to our company.Is there anything in particular you’d like to know？ 我将向你介绍我们的公司，你有什么特别想知道的吗？

40.We have some reports to show you for background information.我们还有一些报告向你介绍背景资料。

41.Is your factory any different from other plastics factories？ 你们工厂和其他塑胶工厂有何差别呢？

42.Yes, our production speed is almost twice the industry-wide average.是的，我们的生产速度是其他工厂两倍。

43.I’d like to explain what makes this factory special.我要向你说明本工厂的特性。

44.This is the most fully-automated factory we have.这是我们的全自动化工厂。

45.It’s the most up-to-date in the industry.这是同业中最新型的。

46.We’ve increased our efficiency by 20% through automation.通过自动化我们的效率增加了20%.47.Could you tell me the cost of production per unit？ 请你告诉我每件成品的生产成本好吗？

48.I’m afraid I don’t know.Let me ask the supervisor in this section.恐怕我不知道，让我来询问一下该组的负责人。

49.I’m not really sure about that.Mr.Jiang should know the answer to that.关于那事我不敢确定，蒋先生应该知道答案。

50.Let me direct that question to the manager.让我直接问经理好了。

51.I’m not familiar with that part.Let me call someone who is more knowledgeable.那部分我不熟悉，让我找专业人士来说明。

52.Yes, I’d like to know your daily production.是的，我想知道你们的日生产额。

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

54.Is there anything I can explain fully？ 有什么事情要我详细说明的吗？

55.What did you think of our factories？ 你认为我们的工厂怎样？

56.I was impressed very much.我有深刻的印象。

57.thank you very much for giving us your valuable time.我们占用了你宝贵的时间，非常感谢。

58.We have a small gift for you to take with you when you leave the factory.你离开工厂时，我们有件小礼物要送给你。

久仰！I've heard so much about you.好久不见了！Long time no see.辛苦了！You've had a long day.You've had a long flight.尊敬的朋友们！Distinguished/Honorable/Respected friends 阁下(多用于称呼大使)Your Excellency 我代表北京市政府欢迎各位朋友访问北京。On behalf of the Beijing Municipal government, I wish to extend

第2页，共19页 our warm welcome to the friends who have come to visit Beijing.对您的大力协助，我谨代表北京市政府表示衷心的感谢。On behalf of the Beijing Municipal government, i wish to express our heartfelt thanks to you for your gracious assistance.在北京过得怎么样？ How are you making out in Beijing?

我一定向他转达您的问候和邀请。I'll surely remember you and your invitation to him.欢迎美商来北京投资。American businessmen are welcome to make investment in Beijing.欢迎多提宝贵意见。Your valuable advice is most welcome.不虚此行!It's a rewarding trip!

您的日程很紧,我们的会见是否就到此为止。As you have a tight schedule, I will not take up more of your time.请代我问候王先生。Please remember me to Mr.Wang.感谢光临！Thank you so much for coming.欢迎再来！Hope you'll come again.欢迎以后多来北京！Hope you'll visit Beijing more often.请留步，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!

愿为您效劳！At your service!

为…举行宴会/宴请 Host a dinner/banquet/luncheon in honor of …

欢迎宴会 Welcome dinner

便宴 Informal dinner

午宴（附有情况介绍或专题演讲等内容）Luncheon

便餐 Light meal

工作午餐 Working luncheon

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自助餐 Buffet dinner/luncheon

答谢宴会 Return dinner

告别宴会 Farewell dinner

庆功宴 Glee feast

招待会 Reception

庆祝中华人民共和国成立四十五周年招待会 Reception Celebrating the 45th Anniversary of the Founding of the People's Republic of China

鸡尾酒会 Cocktail party

茶话会 Tea party

包餐/点餐 Table d'hote/a la carte

上菜 Serve a courst

您的位置在这里。Here is your seat.请入席！Please have a seat.欢聚一堂 Enjoy this happy get-together

请随便！Please yourself at home./Please enjoy yourself.请各位随意用餐。Help yourself please.您喝点什么？ What would you like to drink?

现在我提议，为了…和…之间的合作，为了…参议员的健康，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，提议为…干杯！Lastly, taking up this glass of fine wine, I propose a toast to …

请各位举杯并同我一起为所有在座的朋友们的健康干杯！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页，共19页 祝你健康！To your health!

我要为此干杯！I'll drink to that!

随量！Whatever you like!

我失陪一会儿！Excuse me for a minute.菜不好，请多多包涵！Hope you enjoy yourself.外宾接待实用英语（2）

女士们先生们，欢迎各位光临，演出很快就要开始了，请尽快就坐。Ladies and gentlemen, good evening.The concert/show would start soon.Please get yourself seated.Thank you.招待会现在开始。The reception will now begin.全体起立，奏国歌！All rise please.For the P.R.C.National Anthem!

出席今天招待会的贵宾有… The distinguished guests paarticipating the reception are …

现在请…讲话 I have the honour to call upon …

开幕式现在结束。This concludes the opening ceremony.隆重庆祝 Grand celebration

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

热烈祝贺第一届…锦标赛 Hail the first FIFA of …

值此节日之际致以节日的祝贺！On the occasion of the season, I would like to extend season's greetings.祝您工作顺利、事业成功、身体健康、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!

衷心祝贺您当选… Hearty congratulations on your recent ecletion as …

举行会议/研讨会/大会/座谈会/学术报告会

Hold a meeting/seminar/conference/forum/symposium

赞助人/主办人/承办人/协办人 Patron/sponsor/organizer/co-organizer

举行谈判 Enter into negotiation

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

对口会谈 Counterpart talks

议程项目 Items on the agenda

主题 Theme 议题 Topic for discussion 双方商定的议程 Schedule mutually agreed upon

开幕会议 Opening session 全体会议 Plenary session 开场白 Introduction

情况介绍 Presentation 小组讨论 Panel discussion

同有关单位磋商 Hold consultations with the organizations concerned

一轮会谈 One round of talks 决议 Resolution

谅解备忘录 Memorandum of understanding

现在开会。I declare the meeting open.请…发言。I invite the representative of …To take the floor.下面我给各位简要介绍一下北京的经济情况 Now I would like to give you a brief overview of Beijing's economy.我的介绍完了，谢谢！That's all for my presentation.thank you.我先说这么多。So much for my remarks for now.我要说的就是这些。That's all for what I want to say.您看是先谈原则问题呢，还是先谈具体问题？ I wonder if you would like to start with matters of principle or specific issues?

让我先谈一个问题。If you agree(With your permission), let me start with one issue

在谈那个问题之前我想对您刚才讲的话谈点看法。Before we trun to that issue, I wish to make a few comments/remarks on your presentation.您对此事怎么看呢？ 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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我提议休会十分钟。I propose a ten-minute break.我想接着刚才的问题讲下去。I will pick up where we left off just now.对不起，我插一句。Sorry for the interruption but

当然可以！By all means.怎么都行！Whatever you say.我没有异议。I have no objection.我方对这个问题有异议。We take exception to this question.我们高兴地看到… We note with pleasure that …

这个日期贵方觉得合适吗？ I wonder if this date wuld be suitable for you? 不知你们上午谈的怎样？ I wonder how the meeting went this morning?

我方很希望贵方能尽早给予肯定的答复。We would greatlyl appreciate it if you could give us your favourable and prompt commitment as soonas possible.请你们务必在8月1日前提出意向书。You are kindly requested to submit the letter of intent on the date no later than 1st August.纠缠这个问题。Entangle this issue.提倡节约 Advocate/uphold thriftiness 为了国家的繁荣 For the sake of national property

经受了时间考验的友谊给我留下了很深的印象。The time-tested friendship leave me a deep impression.密切注视 Keep close watch on

促进密切合作 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页，共19页

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

8.Excuse me.I’ll be right back

9.Excuse me a moment.告别

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!

约会

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页，共19页

品质

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（忽视）.11.You are right.It is good in material, fashionable in design, and superb in workmanship.材料很好、设计时尚、做工优秀。

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

问好

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页，共19页

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（时差）?

机场接客

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

2.How do I address you（我怎么称呼你）?

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?

相互介绍

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页，共19页

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.确认话意

1.Could you say that again, please?

2.Could you repeat that, please?

3.Could you write that down?

第11页，共19页

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? 你好吗?

How is the project going on? 项目进行顺利吗?

2.Initiate a meeting 发起会议

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.我建议我们今晚九点半和Brown小聚一下,你和Ben有没有空?

I would like to hold a meeting in the afternoon about our development planning for the project A.今天下午我建议我们就A项目的发展计划开会讨论一下。

We‘d like to have the meeting on Thu Oct 30.Same time.十月三十号(周三),老时间,开会。

Let‘s make a meeting next Monday at 5:30 PM SLC time.下周一盐湖城时区下午五点半开会。

I want to talk to you over the phone regarding issues about report development and the XXX project.我想跟你电话讨论下报告进展和XXX项目的情况。

3.Seeking for more information/feedbacks/suggestions 咨询信息/反馈/建议

Shall you have any problem accessing the folders, please let me know.第12页，共19页 如果存取文件有任何问题请和我联系。

Thank you and look forward to having your opinion on the estimation and schedule.谢谢你,希望能听到更多你对评估和日程计划的建议。

Look forward to your feedbacks and suggestions soon.期待您的反馈建议!

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

你对计划方面有什么想法?下一步我们应该怎么做?

What do you think about this?

这个你怎么想?

Feel free to give your comments.请随意提出您的建议。

Any question, please don‘t hesitate to let me know.有任何问题,欢迎和我们联系。

Any question, please let me know.有任何问题,欢迎和我们联系。

Please contact me if you have any questions.有任何问题,欢迎和我们联系。

Please let me know if you have any question on this.有任何问题,欢迎和我联系。

Your comments and suggestions are welcome!

欢迎您的评论和建议!

Please let me know what you think?

第13页，共19页 欢迎您的评论和建议!

Do you have any idea about this?

对于这个您有什么建议吗?

It would be nice if you could provide a bit more information on the user‘s behavior.您若是能够就用户行为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,我希望你能负责这件事情。

4.Give feedback 意见反馈

Please see comments below.请看下面的评论。

My answers are in blue below.我的回答已标蓝。

I add some comments to the document for your reference.我就文档添加了一些备注,仅供参考。

5.Attachment 附件

I enclose the evaluation report for your reference.我附加了评估报告供您阅读。

Attached please find today‘s meeting notes.今天的会议记录在附件里。

Attach is the design document, please review it.设计文档在附件里,请评阅。

For other known issues related to individual features, please see attached release notes.第14页，共19页 其他个人特征方面的信息请见附件。

6.Point listing 列表

Today we would like to finish following tasks by the end of today:1…….2…….今天我们要完成的任务:1…….2…….Some known issues in this release:1…….2…….声明中涉及的一些问题:1…….2…….Our team here reviewed the newest SCM policy and has following concerns:1…….2…….我们阅读了最新的供应链管理政策,做出如下考虑:1…….2…….Here are some more questions/issues for your team:1…….2…….以下是对你们团队的一些问题:1…….2…….The current status is as following: 1……

2……

目前数据如下: 1……

2……

Some items need your attention:1…….2…….以下方面需提请注意:1…….2…….7.Raise question 提出问题

I have some questions about the report XX-XXX

我对XX-XXX报告有一些疑问。

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

就ABC协议,我有以下几个问题:……

8.Proposal 提议

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

关于平台启动的下一步计划,我有一个提议……

I suggest we can have a weekly project meeting over the phone call in the near future.我建议我们就一周项目开一个电话会议。

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

Achievo团队建议应对突出问题采用A办法。

9.Thanks note 感谢信

Thank you so much for the cooperation感谢你的合作!

Thanks for the information

谢谢您提供的信息!

I really appreciate the effort you all made for this sudden and tight project.对如此紧急的项目您做出的努力我表示十分感谢。

Thanks for your attention!

谢谢关心!

Your kind assistance on this are very much appreciated.我们对您的协助表示感谢。

Really appreciate your help!

非常感谢您的帮助!

10.Apology 道歉

I sincerely apologize for this misunderstanding!

对造成的误解我真诚道歉!

I apologize for the late asking but we want to make sure the correctness of our implementation ASAP.第16页，共19页 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.-很遗憾你们报的价格太高，如果按这种价格买进，我方实在难以推销。-如果你考虑一下质量，你就不会觉得我们的价格太高了。-那咱们就各让一步吧。

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.-很遗憾，贵方的价格猛长，比去年几乎高出20%。-那是因为原材料的价格上涨了。-我知道了，多谢。

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.-这种产品你们想订多少？-我们想订900打。

-目前我们至多只能提供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.-这些大米我们检验过了，重量不够，我们感到奇怪。-我们出售商品是以装船重量为准，不是以卸货重量为准。-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.-下面我想就包装问题讨论一下。-请陈述你们的意见。

-好，我们希望我们对包装的意见能传达到厂商。

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，包装直接关系到产品的销售。

-是的，它也会影响我们产品的信誉，买主总是很注意包装。-我们希望新包装会使我们的顾客满意。

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.-衬衫怎样包装？-它们用纸板箱包装。

-我担心远洋运输用纸板箱不够结实。

A: From what I've heard, you're already well up in shipping work.第17页，共19页 B: Yes, we arrange shipments to any part of the world.A: Do you do any chartering?-据我所知，你方对运输工作很在行。-是的，我们承揽去世界各地的货物运输。-你们租船吗？

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.-你方将怎样发运货物，铁路还是海运？

-请海运发货，铁路运输费用太高，我们愿意走海运。

展会英语：展会谈判交流英语句型（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.-你们什么时候能交货？我非常担心货物迟交。-我们最晚在今年十二月或明年初交货。-那很好。

在双方谈判的过程中，一定要注意倾听对方的发言，如果对对方的观点表示了解，可以说： I see what you mean.（我明白您的意思。）如果表示赞成，可以说： That's a good idea.（是个好主意。）或者说：

I agree with you.（我赞成。）

如果是有条件地接受，可以用on the condition that这个句型，例如：

We accept your proposal, on the condition that you order 20,000 units.（如果您订2万台，我们会接受您的建议。）

在与外商，尤其是欧美国家的商人谈判时，如果有不同意见，最好坦白地提出来而不要拐弯抹角，比如，表示无法赞同对方的意见时，可以说： I don't think that's a good idea.（我不认为那是个好主意。）或者

Frankly, we can't agree with your proposal.（坦白地讲，我无法同意您的提案。）如果是拒绝，可以说：

We're not prepared to accept your proposal at this time.（我们这一次不准备接受你们的建议。）有时，还要讲明拒绝的理由，如

To be quite honest, we don't believe this product will sell very well in China.（说老实话，我们不相信这种产品在中国会卖得好。）

谈判期间，由於言语沟通问题，出现误解也是在所难免的：可能是对方误解了你，也可能是你误解了对方。

第18页，共19页 在这两种情况出现後，你可以说：

No, I'm afraid you misunderstood me.What I was trying to say was...（不，恐怕你误解了。我想说的是……）或者说：

Oh, I'm sorry, I misunderstood you.Then I go along with you.（哦，对不起，我误解你了。那样的话，我同意你的观点。）

第19页，共19页

第三篇：客户接待技巧培训

接待客户的技巧

【本讲重点】

如何进行接待客户的准备工作 如何欢迎你的客户

接待客户的循环图

图5－1 接待客户循环图

接待客户的准备

客户在接受某项基本服务时，最基本的要求就是服务代表能关注他直接的需求，能受到热情的接待；在不需要接待时，客户就不希望服务代表去打扰他。服务代表要想能在接待客户的过程中，呈现出良好的服务技巧，就必须做好事先的充分的准备工作，具体来说，服务代表在接待客户之前应做好以下两个方面的准备工作。

预测客户的三种需求

服务代表在接待客户之前，应先预测一下客户可能有哪些方面的需求，再分别地一一作好准备。一般来说，客户一般有以下三个方面的需求：

图5—2 客户的三种需求

1．信息的需求

实际上是客户需要使用帮助。例如你去餐厅吃饭，那么你会要求知道该餐厅都有什么菜，哪道菜是招牌菜，哪道菜的口味最好，多长时间能够端上来，价格是多少等等，这些都称之为信息需求。

为了满足客户的这种信息需求，就要求服务代表事先做好充分的准备，就要求我们的服务代表需要不断地充实自己的专业知识。因为只有你很专业了，你才有可能去为你的客户提供这种令顾客满意的服务，才可能去满足他对信息的需求。

2．环境的要求

例如在天气很热时，客户希望这个房间里很凉爽；如果这次服务需要等候很长时间，你一定会需要有一些书刊、杂志可以供你来看等等，这些都叫做客户对环境的需求。

【案例】

很多大商场都有托管儿童的区域，作为家长来说，他们就可以自由地去选购商品了，而把孩子交给商场的员工管理，那里设置了一些玩具，儿童们可以在里面尽情地玩。

在麦当劳、肯德基里也没有专门的儿童乐园，以满足有小孩家长的需要。在很多企业ＳＡＬＥＳ的座席上都有很好的隔音装置设备，就是为了让客户清晰地听到服务代表的话。为不同的客户提供不同的消费环境，是留住客户的一个重要手段。

3．情感的需求

客户都有被赞赏、同情、尊重等各方面的情感需求，服务代表需要去理解客户的这些情感。如：客户可能会跟你讲，你看我这么一大把年纪了，跑到你这儿来，来回坐车就要得倒三趟车，那如果你能把这件事情在电话里边帮客户解决就好了；如果客户说，你看，这么大热的天，到你们这儿来，我骑车已骑了半个小时，浑身都湿透了，如果你能跟客户说，今天天气是很热，我给您倒一杯水吧，那么客户听了心里相对来说就会感到舒服很多。这些东西就叫做情感的需求。

满足客户的这种需求的难度是相当大的，要做好这方面的准备工作也是相当不容易的。这就需要服务代表有敏锐的洞察力，能够观察到客户的这些需求去加以满足。

做好满足客户需求的准备

服务代表在认识到客户的三种需求以后，就应该根据客户的这些需求做好相应地准备工作。如果每个服务代表能根据本行业的特点做好这三方面的准备工作的话，在真正面对客户的时候就有可能为客户提供满意的服务。

欢迎你的客户

服务代表在做好充分的准备工作后，下一步的工作就是迎接你的客户。服务代表在迎接客户时要做好以下几个方面的工作

1．职业化的第一印象 对客户来讲，他非常关注对面那个人带给他的第一印象究竟会是怎么样的。对服务代表来讲就是你穿着怎么样，给别人感觉你是不是很专业，最好让你的客户一看到你就能很快地判断出你的职业，甚至你的职业水准。如：你去医院看病，医生办公室门一开，你通常就能看出来，这个人是教授、是实习医生、还是护士。因此，服务代表在欢迎客户时一定要呈现出一个非常好的职业化的第一印象。

2．欢迎的态度

态度在这里是非常重要的，因为它决定着客户对于整个服务的一种感知。而这种欢迎态度通常都是难享受到的，除非是他想把东西卖给你的时候，你才会感觉到这一点。

欢迎的态度对你的客户来说确实是非常重要的，你在一开始时应该以怎样的态度去接待你的客户，将决定你整个服务的成败。所以，对于服务代表来说，在欢迎客户时，一定要时常发自内心地展现微笑，要以一种欢迎的态度对待你的客户。

3．关注客户的需求

就是上面说的要关注客户的信息需求、环境需求、情感需求。

4．以客户为中心

服务代表应该紧密以客户为中心，时刻围绕着客户，那么就标志着当你为这个客户提供服务时，即使旁边有人正在叫你，你也必须先跟客户说，“非常抱歉，请您稍等”，然后才能去说话，一说完话马上就接着为客户服务。让客户觉得你比较关注他，以他为中心，这一点是非常重要的。

【自检】

假如你是中国电信客户服务中心的员工，你将接待一位办理ＡＤＳＬ业务的客户，你打算怎样做好你的准备工作呢？

___________________________________________________________ ____________________________________________________________ ____________________________________________________________

【案例】

金星汽车客户满意度回访（1）

场景：李宇是金星汽车特约维修中心的客户经理，在最近一段时间，他通过电话回访进行客户满意度的调查。今天早上他一到公司，就开始了电话拜访。

“是王刚吗？” “我是，哪位？”

“我是金星汽车特约维修中心的。” “有事吗？”

“是这样，我们在做一个客户满意度的调查，想听听您的意见？” “我现在不太方便。”

“没有关系，用不了您多长时间。”

“我现在还在睡觉，您晚点打过来好吗？”

“我待会也要出去啊，再说这都几点了，您还睡觉啊，这个习惯可不好啊，我得提醒您。” “我用得着你提醒吗？你两小时后再打过来。”

“您还是现在听我说吧，这对您很重要，要不然您可别怪我。”客户挂断。

金星汽车客户满意度回访（2）

场景：李宇是金星汽车特约维修中心的客户经理，在最近一段时间，他通过电话回访进行客户满意度的调查。今天早上他一到公司，就开始了电话拜访。“您好，请问是王刚先生吗？” “我是，哪位？”

“您好，我是金星汽车特约维修中心的客户经理，我叫李宇。” “有事吗？”

“是这样，您是我们公司的老客户，为了能为您提供更好的服务，我们现在在作一个客户满意度的调查，想听取一下您的意见，您现在方便吗？”

“我现在不太方便”。

“噢，对不起，影响您工作了。” “没有关系。”

“哪您看您什么时候方便呢，我到时候再给您打过来。” “噢，您中午再打吧。”

“噢，那不会影响您吃饭吗？” “您十二点半打过来就可以了。”

“好的，那我就十二点半打给您，谢谢您，再见！”

案例点评

第一个回访是比较差的，在这里李宇在提问语气的使用上就有问题，更何况他没有考虑客户的当时情况，没有站在客户的角度上思考问题，从而导致回访没能达到预期的效果，也给客户留下了十分不好的印象。

第二个回访是比较成功的，在这里，李宇运用了一些技巧，先站在客户的角度思考问题，给客户留下了比较好的印象，在下次回访时肯定能得到预期的效果。

【本讲小结】

服务代表在接待客户时应注意运用好两个重要的技巧：首先是准备。服务代表要事先做好充分地准备，要能预测客户信息、环境、情感等三方面的需求，关注到客户的这些需求之后前还必须去加以满足，特别要满足客户情感的需求。另外您要有一个欢迎的态度。职业化的第一印象，就是关注客户的细微需求，然后做到以客户为中心。如果服务代表在接待客户时，能很好地应用这两大技巧，那么他在接待客户阶段，所提供的服务可以被称之为金牌的客户服务。

【心得体会】

____________________________________________________________ ____________________________________________________________ ____________________________________________________________

第四篇：外贸业务员接待客户的必备口语

外贸业务员接待客户的必备口语

外贸 业务员接待客户的必备口语:Do I have to make a reconfirmation? 我还要再确认吗？Is there any earlier one?还有更早一点的吗？Could you tell me my reservation number, please?请你告诉我我的预订号码好吗？Can I get a seat for todays 7:00 a.m.train?

我可以买到今天上午7点的火车座位吗？Could you change my flight date from London to Tokyo?

请你更改一下从伦敦到东京的班机日期好吗？Is there any discount for the USA Railpass?

火车通行证有折扣吗？May I reconfirm my flight?

我可以确认我的班机吗？Are they all non-reserved seats?

他们全部不预订的吗？Do I have to reserve a seat?

我一定要预订座位吗？May I see a timetable?我可以看时刻表吗？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?

你喜欢哪种，吸烟座还是禁烟座呢？Can I reconfirm by phone?我能电话确认吗？Where can I make a reservation?

我到哪里可以预订？Do I need a reservation for the dining car?

我需要预订餐车吗？How many more minutes will it take for the train to arrive?火车还要多少分钟就要到达呢？Is this a daily flight?这是每日航班吗？Excuse me.May I get by?

对不起，我可以上车吗？How much does it cost to go there by ship?

坐船到那里要花多少钱？Can I cancel this ticket? 我可以取消这票吗？Check it to my final destination

把它托运到我的目的地。Please come to the airport by eight thirty at the latest.最迟要在8点30分到达机场。

23Take your baggage to the baggage section.把你的行李拿到行李房去。Please open your baggage.请把你行李打开。Please fill in this disembarkation card.请你填写这张入境卡。I have come to make sure that your stay in Beijing is a pleasant one.我特地为你们安排使你们在北京的逗留愉快。Youre going out of your way for us, I believe.我相信这是对我们的特殊照顾了。Its just the matter of the schedule, that is, if it is convenient of you right now.如果你们感到方便的话，我想现在讨论一下日程安排的问题。I think we can draw up a tentative plan now.我认为现在可以先草拟一具临时方案。If he wants to make any changes, minor alternations can be made then.如果他有什么意见，我们还可以对计划稍加修改。

Is there any way of ensuring well have enough time for our talks?我们是否能保证有充足的时间来谈判？

So our evenings will be quite full then?

那幺我们的活动在晚上也安排满了吗？

Well leave some evenings free, that is, if it is all right with you.如果你们愿意，我们想留几晚供你们自由支配。

Wed have to compare notes on what weve discussed during the day.我们想用点时间来研究讨论一下白天谈判的情况。

Thatll put us both in the picture.这样双方都能了解全面的情况。

36Then wed have some idea of what youll be needing.那我们会心中有数，知道你们需要什么了。

I can’t say for certain off-hand.我还不能马上说定。

Better have something we can get our hands on rather than just spend all our time talking.有些实际材料拿到手总比坐着闲聊强。

Itll be easier for us to get down to facts then.这样就容易进行实质性的谈判了。

But wouldnt you like to spend an extra day or two here?你们不愿意在北京多待一天吗？

Im afraid that wont be possible, much as wed like to.尽管我们很想这样做，但恐怕不行了。

42Weve got to report back to the head office.我们还要回去向总部汇报情况呢。

43Weve arranged our schedule without any trouble.我们已经很顺利地把活动日程安排好了。

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

d you please have a look at it?

这是我们为你和你的朋友拟定的活动日程安排。请过目一下，好吗？

If you have any questions on the details，feel free to ask.如果对某些细节有意见的话，请提出来。

I can see you have put a lot of time into it.我相信你在制定这个计划上一定花了不少精力吧。

We really wish youll have a pleasant stay here.我们真诚地希望你们在这里过得愉快。

Ive been looking forward to visiting your factory.我一直都盼望着参观贵厂。

Maybe we could start with the Designing Department.也许我们可以先参观一下设计部门。

These drawings on the wall are process sheets.墙上的图表是工艺流程表。51 They describe how each process goes on to the next.表述着每道工艺间的衔接情况。

We are running on two shifts.我们实行的工作是两班倒。

Almost every process is computerized.几乎每一道工艺都是由电脑控制的。

The efficiency is greatly raised, and the intensity of labor is decreased.工作效率大大地提高了，而劳动强度却降低了。

All products have to go through five checks in the whole process.所有产品在整个生产过程中得通过五道质检关。

We believe that the quality is the soul of an enterprise.我们认为质量是一个企业的灵魂。

Therefore, we always put quality as the first consideration.因而，我们总是把质量放在第一位。

I hope my visit does not cause you too much trouble.我希望这次参观没给你们增添太多的麻烦。

Do we have to wear the helmets?

我们得戴上防护帽吗？

60Is the production line fully automatic?

生产线是全自动的吗？

What kind of quality control do you have?

你们用什么办法来控制质量呢？

All products have to pass strict inspection before they go out.所有产品出厂前必须要经过严格检查。

Im impressed by your approach to business.你们经营业务的方法给我留下了很深的印象。

The product gives you an edge over your competitors, I guess.我认为你们的产品可以使你们胜过竞争对手。

No one can match us so far as quality is concerned.就质量而言，没有任何厂家能和我们相比。

I think we may be able to work together in the future.我想也许将来我们可以合作。

We are thinking of expanding into the Chinese market.我们想把生意扩大到中国市场。

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询与贵公司建立贸易关系的可能性。

We would be glad to start business with you.我们很高兴能与贵公司建立贸易往来

Id appreciate your kind consideration in the coming negotiation.洽谈中请你们多加关照。

We are happy to be of help.我们很乐意帮忙。

I can assure you of our close cooperation.我保证通力合作。

Would it be possible for me to have a closer look at your samples?可以让我参观一下你们的产品陈列室吗？

It will take me several hours if I really look at everything.如果全部参观的话，那需要好几个小时。

75You may be interested in only some of the items.你也许对某些产品感兴趣。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.这些产品在国内外很受欢迎。78 All these articles are best selling lines.所有这些产品都是我们的畅销货。

79Your desire coincides with ours.我们双方的愿望都是一致的。

No wonder youre so experienced.怪不得你这幺有经验。

Textile business has become more and more difficult since the competition grew.随着竞争的加剧，纺织品贸易越来越难做了。

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

可以给我一些贵公司最近的商品价格目录表或者一些有关说明资料吗？

At what time can we work out a deal?

我们什幺时候洽谈生意？

I hope to conclude some business with you.我希望能与贵公司建立贸易关系。

We also hope to expand our business with you.我们也希望与贵公司扩大贸易往来。

This is our common desire.这是我们的共同愿望。

I think you probably know China has adopted a flexible policy in her foreign trade.我想你也许已经了解到中国在对 外贸 易中采取了灵活的政策。

Ive read about it, but Id like to know more about it.我已经知道了一点儿，但我还想多了解一些。

89Seeing is believing.百闻不如一见。

How would you like to proceed with the negotiations? 你认为该怎样来进行这次谈判呢？

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

阁下(多用于称呼大使)Your Excellency

我代表广州市政府欢迎各位朋友访问北京.On behalf of the Guangzhou Municipal government, I wish to extend our warm welcome to the friends who have come to visit Beijing.对您的大力协助，我谨代表广州市政府表示衷心的感谢。On behalf of the Guangzhou Municipal government, I wish to express our heartfelt thanks to you for your gracious assistance.在广州过得怎么样？ How are you making out in Guangzhou?

我一定向他转达您的问候和邀请.I’ll surely remember you and your invitation to him.欢迎美商来广州投资.American businessmen are welcome to make investment in Guangzhou.欢迎多提宝贵意见.Your valuable advice is most welcome.不虚此行 It’s a rewarding trip.您的日程很紧,我们的会见是否就到此为止.As you have a tight schedule, I will not take up more of your time.请代我问候...先生 please remember me to Mr.感谢光临 Thank you so much for coming.欢迎再来 Hope you’ll come again.欢迎以后多来广州 Hope you’ll visit Guangzhou more often.请留步,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.愿为您效劳。At your service.为…举行宴会/宴请 host a dinner/banquet/luncheon in honor of …

欢迎宴会 welcome dinner

便宴 informal dinner

第五篇：前台接待小技巧归纳

【前台接待小技巧归纳】 “免费”和“赠送”的区别接待不要随时把“免费”挂在嘴边.免费这个词给客人的感觉会是“这东西本来就是我的”.换成“赠送”能让客人有种捡了小便宜的感觉.比如现在大多酒店的早餐都是免费的很多接待在推销房间的时候会说“我们的房间都有免费的双人早餐”。

这样的说辞对刺激客人的购买兴趣力度远远没有“我们会赠送您双人早餐”来的猛烈。

可以来回推敲一下两句话的不同。

【前台接待小技巧归纳】不要说“对不起”多说“不好意思”这个简直是很多搞服务的人的死穴。

有的人天生就喜欢“对不起”这,“对不起”那，“对不起”一旦出口,那不是你的错也成了你的错。

你没错的话对不起什么?

“不好意思”就没这个含义在里面不管谁对谁错,咱们先来个“不好意思”,至于是客人“不好意思”还是我们“不好意思”那就得看我们对事件的看法和解释了，主动权在我们手上。

“不好意思”在心理暗示上绝对没有“对不起”来的那么强烈。