国际贸易实务第15章.ppt

Chapter 15 Making a Business Call,15.1 Background Information Telephoning is a very direct form of communication, and although the use of e-mail is a popular alternative, there are times when phoning someone is more effective, for example when you want to locate a particular person in a organization, or get information quickly. In business, people may want to make a phone call for the following reasons: To give or get information, especially in a hurry or in an emergency; to keep in contact with someone; to make an appointment or to make arrangements; to confirm details of something, such as an order; to clarify a misunderstanding; to make a complaint or explain a problem; to follow up a meeting; to thank someone.,15.2 Situational Conversation Section 1: Telephone Call (1) Daniel: Hello, may I please speak with Karen Anderson? Receptionist: May I ask who is calling, please? Daniel: Sure, this is Daniel from JC International Yes, I can hold. Thank you very much. Karen: Hello, this is Karen. How may I help you, Daniel? Daniel: Hi, Karen. How is everything over at LiveSpace? Karen: Just fine. How are you doing? Daniel: Im doing good. You know, recently I read in the Business Times that LiveSpace has done very well since you had a booth at last years computer game convention. Karen: Actually, weve had a terrific year. And the convention was a huge success. Daniel: Great, Im glad to hear it! I wanted to let you know that next years convention has already been scheduled. The booths go pretty, so ,Karen: You want to make sure I get one as soon as possible, right? Daniel: Yes, of course! What do you think? Will LiveSpace be interested in displaying products for thousands of prospective customers to see? Karen: I dont know, Daniel. Daniel: Ill tell you what. Why dont I come by your office tomorrow so we can discuss this in person? Karen: Well, I suppose I could meet with you after lunch. Section 2: Telephone Call (2) Mr. Smith: Mr. Wang, I have something unpleasant to talk to you. Mr. Wang: What happened? Mr. Smith: We received a consignment of raincoat from you this afternoon. I was informed that 20 cartons were damaged. Mr. Wang: Really? Is it so serious? Mr. Smith: Yes, some were water-stained, some soiled. The surveyors report shows that it is due to improper packing.,Mr. Wang: Is it possible? Goods for export are specially packed and they are usually suitable for long distance transportation. Im afraid it may be caused by rough handling. Mr. Smith: But the report has stated clearly that it is caused by improper packing. Whats more, the worn-out sacks betray the poor quality of your packing. Mr. Wang: Well, have you checked how much of the contents of the damaged cartons can be used? Mr. Smith: Oh, the majority are well protected. Mr. Wang: Well, what do you suggest for a settlement? Mr. Smith: OK, if you can allow a 20% reduction in price, we are willing to accept the shipment. Mr. Wang: Thats too much. Lets meet halfway. How about 15%? Mr. Smith: OK, I appreciate your quick decision. We accept the proposal. Im glad we have found a solution.,15.3 Practical Skills When telephoning you must pay attention to the following aspects: (1) Phoning should not be too long. (2) When making a call, your voice can not be too high. (3) If answering a phone call, you usually should offer the help to transfer message. Most people will require writing a note. (4) When you answer the telephone, you need to know who they are, and ask for their subordinate departments or units names, finding out all details. Then its convenient to the person who is wanted in the call. (5) When receiving a strangers call and having no idea of the persons motivation or intention, a receptionist is not supposed to tell him or her the needed information and should keep confidential to the caller.,(6) When the person who is wanted is not in the office, a receptionist should not take a message easily and should not mention the whereabouts of the person. (7) On transferring messages on the phone, a receptionist shall focus on the numbers, dates and time and confirm them in case of mistakes. Meanwhile, a responsible receptionist shall tell the caller his or her name. (8) Before Hanging up the phone, the politeness cannot be ignored. Make sure that others have already hang up the phone, then the receptionist can do so. And no matter how busy you are, consideration and kindness is necessary.,call back 再打电话 give somebody a call 给某人打电话 return someones call 给某人回电话 call somebody back 给某人回电话 get back to someone 再给某人打电话 put someone through 给某人接通电话 get through to someone 打通某人电话 be engaged 占线 be busy 占线 be on the phone 在接电话 hold on 稍等 hang up 挂断,第十五章 商务电话英语应用,一、背景知识 致电是一种非常直接的沟通方式，尽管电子邮件作为一种替代电话的沟通方式应用得越来越广泛，但是有的时候打电话可能更有效，例如你想要在一个公司找到某个人或者你希望立即得到信息时。 商务工作中，人们可能因为下面种种原因而需要打电话：提供或获取信息，尤其是在紧急的情况下；和某人保持联络；安排会面或者其他事情；确认某些事情的细节，如订单；澄清误会；提出投诉或说明存在的问题；跟踪一次会议；向某人表示感谢。 二、情景对话 对话1：商务电话(1) 丹尼尔：你好，请问凯伦安德森在不在？ 前台接待员：请问您是哪位？ 丹尼尔：我是JC国际公司的丹尼尔好，我可以等，谢谢。,凯伦：你好，我是凯伦，需要我为你效劳吗，丹尼尔？ 丹尼尔：嗨！凯伦，贵公司一切还好吧？ 凯伦：还不错，你好吗？ 丹尼尔：我很好。最近我在商业时报上看到一则消息，自从你在去年的电玩展中设展位之后，LiveSpace的生意就很好。 凯伦：我们今年的运营状况确实很好，那次的展会非常成功。 丹尼尔：太好了，我很高兴听到这个消息。我要通知你明年的展览会日期已经排定了，展位销售速度非常快，所以 凯伦：你希望我尽快订购一个展位，对吧？ 丹尼尔：是啊，当然啰！你的看法呢？LiveSpace会有兴趣在数千名有潜力的顾客前展示产品吗？ 凯伦：那我不知道，丹尼尔。 丹尼尔：这样吧，我明天到你办公室，我们面谈好吗？ 凯伦：我想我可以在午餐后跟你见面。,对话2：商务电话(2) 史密斯：王先生，我有一件不愉快的事要和你谈谈。 王：发生了什么事? 史密斯：我们今天下午收到你们发来的一批雨衣，但是有20箱都损坏了。 王：是吗？有这么严重？ 史密斯：是的，有些浸水了，有些弄脏了。检验报告表明这是由于包装不妥造成的。 王：不会吧？出口的货物都经过特别包装，通常都适合长途运输。恐怕是由于野蛮装卸造成的吧。 史密斯：但是报告已经清楚地说明事故是由于包装不妥造成的，并且已经破损的口袋暴露了你们低劣的包装质量。 王：那好，你检查了箱子里多少雨衣仍然可以用？ 史密斯：哦，大部分保护得还好。 王：你看，如何解决这个问题？,史密斯：如果你们愿意降价20%，我们愿意接受这批货。 王：太多了，我们双方各做些让步，15%怎样？ 史密斯：好吧，感谢你们很快做出决定。我们