柜台英语(修改版).doc

中国银行浙江省分行培训中心 零售柜员英语口语教材银行柜台常用英语（英语口语培训教材）浙江省分行培训中心2007年4月目 录第一部分 必备词汇一般用语开户与存款外币兑换汇款旅行支票信用卡第二部分 常用句型问候、招呼提供服务引导相关柜台业务结束答谢询问开立账户请出示有关文件或证明告诉汇率、利率是多少需要何种票面现金请客户稍等询问存入（取出）多少钱？起存金额要求指导客户填单收取正常费用接客户投诉电话没收假钞调解纠纷树立银行形象第三部分 情景对话迎候客户光临指引方向开户与存款汇入汇款汇出汇款货币兑换兑付旅行支票购买外汇长城卡的使用外卡业务办理即期票据托收提供房屋贷款 奥运会伙伴第四部分 情景对话参考译文第一部分 必备词汇一般用语counter 5kauntE n. 柜台account E5kaunt n. 计算、账目 greeting 5ri:tiN n. 问候、祝贺inquiry in5kwaiEri n. 询问 apology E5pClEdVi n. 道歉suggestion sE5dVestFEn n. 提议 pleasure 5pleVE n. 乐趣、愿望fault fC:lt n. 过错、缺点 forgive fE5iv vt. 原谅、饶恕matter 5mAtE n. 事件、物质、内容、原因 vi. 有关系、要紧guide aId n. 领路人、向导、导游 vt. 带领、指导moment 5mEumEnt n. 片刻charge tFB:dV n. 费用, 主管, 掌管 vt. 收费commission kE5miFEn n. 委任, 委托, 代办(权), 代理(权), 犯(罪), 佣金deduct di5dQkt vt. 扣除separate 5sepEreit adj. 分开的, 分离的, 个别的, 单独的 v. 分开, 隔离, 分散, 分别note nEut n. 笔记, 短信,注解,票据, 纸币 vt. 注意, 记录, 笔记counterfeit 5kauntEfit n 赝品, 伪造品 adj. 伪造的, 假冒的 vt. 伪造, 假冒relevant 5relivEnt adj. 有关的, 相应的regular 5rejulE adj. 规则的, 有秩序的, 经常的 adv.经常地 forge fC:dV v. 稳步前进, 铸造, 伪造confiscate 5kCnfiskeit vt. 没收, 充公, 查抄, 征用 adj. 被没收的 receipt ri5si:t n. 收条, 收据, 收到 v. 收到straight streit adv. 直, 直接, 一直advice Ed5vais n. 忠告, 建议, 商通知cooperation kEu7CpE5reiFEn n. 合作, 协作percent pE5sent n. 百分比, 百分数intend in5tend vt. 想要, 打算, 意指, 意谓separately 5sepErEtlI adv. 个别地分离地technical 5teknikEl adj. 技术的, 技术上的, 技巧方面的individual 7indi5vidjuEl n. 个人, 个体urgent 5E:dVEnt adj. 急迫的, 紧急的denomination di7nCmi5neiFEn n. 命名representative 7repri5zentEtiv n. 代表adj.典型的, 有代表性的equivalent i5kwivElEnt adj. 相等的, 相当的, 同意义的n.等价物, 相等物开户与存款cash kAF n. 现金 vt. 兑现deposit di5pCzit n. 沉淀物, 存款, 押金, 保证金 vt. 存放, 堆积 vi. 沉淀withdraw wiT5drC: vt. 收回, 撤消 vi. 缩回, 退出 interest rate n. 利率 annual 5AnjuEl adj. 一年一次的, 每年的, 一年生的current deposit 活期存款 fixed deposit 定期存款 fill fil vt. 装满,充满, 填充 vi. 充满 n. 满足, 饱, 充分, 填方form fC:m n. 形状, 形态, 外形, 表格, 形式 v. 形成, 构成, 排列, (使)组成duplicate 5dju:plikeit adj. 复制的, 副的, 两重的, 两倍的, 完全相同n. 复制品, 副本vt. 复写, 复制, 使加倍, 使成双sign sain n .标记, 符号, 记号, 征兆, 迹象, 征候 v. 签名(于), 署名(于), 签署dot dCt n. 点, 圆点, 园点 vt. 在.上打点frame freim n. 结构, 画面,框架balance 5bAlEns n. 秤, 天平, 平衡, 商 收支差额, 结余, 余额v. 平衡, 称, 权衡, 对比, 结算n. 资产平稳表minimum 5minimEm adj. 最小的, 最低的 n. 最小值, 最小化original E5ridVEnEl adj. 最初的, 原始的, 独创的, 新颖的 n. 原物, 原作initial i5niFEl adj. 最初的, 词首的, 初始的 n.词首大写字母passport 5pB:spC:t n. 护照Identity Card n. 身份证件effective i5fektiv adj. 有效的certificate sE5tifikit n. 证书, 证明书 vt. 发给证明书, 以证书形式授权给.外币兑换exchange iks5tFeindV vt. 交换, 调换, 兑换, 交流, 交易 n. 交换, 调换, 兑换, 交流, 交易exchange rate n. 兑换比率exchange memo n. 兑换水单 memo 备忘录currency 5kQrEnsi n. 流通货币汇款remittance ri5mitEns n. 汇款, 汇寄之款, 汇款额SAEC （State Administration of Exchange Control）国家外汇管理局approval E5pru:vEl n. 赞成, 承认, 正式批准reference 5refrEns n. 提及, 涉及, 参考, 参考书目, 证明书(人), 介绍信(人)convert kEn5vE:t vt. 使转变, 转换. reconvert 5ri:kEn5vE:t v. (使)恢复故态krone 5krEune 克朗peso 5peisEu 比索bath 泰铢rupee 5ru:pi: 卢布aboard E5bC:d adv. 在船(飞机、车)上, 上船(飞机、车)prep. 在(船、飞机、车)上, 上(船、飞机、车)order 5C:dE n. 顺序,秩序,会议规则,命令, 定购, 定单vt. 命令, 定购, 定制differ from vi. 不一致, 不同旅行支票travellers check n. 旅行支票sign sain n. 标记, 符号, 记号, 征兆, 迹象, 征候v. 签名(于), 署名(于), 签署countersign 5kauntEsain n. 复签beforehand bi5fC:hAnd adv. 预先presence 5prezns n. 出席, 到场, 存在purchase 5pE:tFEs vt. 买, 购买 n. 买, 购买authorization 7C:WErai5zeiFEn n. 授权, 认可issuing bank n. 出票行agreement E5ri:mEnt n. 同意, 一致, 协定, 协议信用卡credit card 信用卡application 7Apli5keiFEn n. 请求, 申请, 申请表, 应用 photocopy 5fEutEu7kCpi n. 影印 v. 影印license 5laIsEns n. 许可(证), 执照 vt. 许可, 特许 v.许可valid 5vAlid adj. 律有效的, 有根据的, 正当的, 正确的expiration 7ekspaiE5reiFEn n. 满期 overdraft 5EJvEdrB:ft; (?) -drAft n. 透支, 透支之款项depend on vi. 依靠, 依赖accepting bank n. 承兑行contact with v. 与联系cancel 5kAnsEl v. 注销数字one wQn num. 一two tu: num. 二three Wri: num. 三four fC: num. 四five faiv num. 五six siks num. 六seven 5sevEn num. 七eight eIt num. 八nine nain num. 九ten ten num. 十hundred 5hQndrEd, 5-drid num. 百thousand 5WauzEnd num. 千million 5miljEn num. 百万英语语法简介句子成分一个句子皆由两个部分组成，即主语部分（subject group）与谓语部分（predicate group），如:My brother teaches English at a language school.句子中的my brother即是主语部分，teaches English at language school即是谓语部分。句子由各个句子成分构成。句子成分分为7种：1）主语（subject）它是一句的主体，使全句所述说的对象，常由名词或相当于名词的词担当，置于句首，如：The train leaves at six oclock.2）谓语或谓语动词（predicate verb）它是述说主语的动作或状态的，常由动词担任，置于主语之后，如：The house faces south.3）表语（predicative）它是表述主语的身份或特征的，常由名词或形容词担任，置于连系动词之后，如：Brown is a comedian.Its fine today.4）宾语（object）它是表示及物动词的动作对象和介词所联系的对象的，常由名词或相当于名词的词担任，置于及物动词或介词等之后，如：I received a letter yesterday.Do yuou have coffee with your breakfast?5）定语6）状语7）补语句子句子（sentence）是具有主语部分和谓语部分并有完整意义的可以独立的一组词。在英语里，句子的基本结构有下列6种，较常用和简单的有：1）主语+谓语（SV），如：Day dawns.2）主语+连系动词+表语（SLP），如：Toms father is a professor.3）主语+谓语+宾语（SVO），如：Ruth understands French.第二部分 常用句型问候、招呼1、 Good morning.2、 Good afternoon.3、 How are you ?4、 Hello.提供服务5、 Can I help you ?6、 May I help you ?7、 Is there anything I can do for you ?8、 What can I do for you ?引导相关柜台9、 Please follow me.10、 Come with me, please.11、 This way, please.12、 Please go over there.13、 Please come this way.14、 Just go straight to the counter, please.15、 Go upstairs, please.业务结束16、 Thank you.17、 Thank you very much.18、 Thank you for your help.19、 Thank you for your advice.20、 Thank you for your cooperation.21、 Thats very kind of you to do (say) so.答谢22、 My pleasure.23、 You are welcome.24、 Thats all right.25、 At your service.询问开立账户26、 What kind of account do you have in mind?27、 What sort of account would you like?28、 What kind of account do you want?29、 Are you going to open savings account or deposit account?请出示有关文件或证明30、 Would you mind showing me your passport?31、 Please show me your Identity Card?32、 Can you show me your Exchange Memo?33、 Please show me your drawing slip?34、 May I have your passport, please?35、 Please show me some valid certificates.36、 Passport, please?告诉汇率、利率37、 The exchange rate of RMB to USD is 772 yuan to 100 dollars.38、 The annual interest rate is 2.79 per cent.需要何种票面现金39、 What kind of note do you like?40、 Shall I give you the note in ten dollars, twenty dollars etc?请客户稍作等候41、 One moment, please.42、 Please wait a little while.43、 Just a moment, please.询问存入（取出）金额44、 How much do you want to take from your account?45、 How much do you want to put into your account?46、 How much do you wish to withdraw ?起存金额要求47、 The minimum amount is one yuan.48、 The minimum initial deposit is fifty dollars.49、 You have to deposit an initial amount of 50 dollars.指导客户填单50、 Please sign your name on this dotted line.51、 Here, in this framed space.52、 This is an exchange memo. Please fill in your name, passport number, your nationality and the amount you intend to change.53、 Please fill in this application form and sign your name.54、 There are TT, MT and DD. Please tick off the one you prefer.收取正常费用55、 Well deduct collection service charges from the total amount.56、 You will have to pay the charges for the TT.57、 The cost for an air mail is 10 dollars.58、 Would you like the commission to be deducted from this five hundred US dollars, or pay it separately?59、 At your request, we deduct it from the remittance.接客户投诉电话60、 Oh, yes. Please hold the line for a moment and Ill see if our manager is in his office?61、 Thank you for calling me about this. Ill check it right away. Please hold on for a second. Ill give you the information.62、 Hello, this is Bank of China, Zhejiang Branch. Can I help you ?没收假钞63、 After technical examination, we find this note is counterfeit.64、 According to the relevant regulations, forged notes are to be confiscated.65、 Sorry, sir, this note is a forged one. It cant be accepted. We have to take it in and confiscate it as required. Here s a receipt for it.调解纠纷66、 How do you do ? Im the service manager. Would you please have a talk with me about it?67、 Well, please calm down, I think there is nothing serious and I can help you with the problem. Come with me, please.68、 Oh, dear, were terribly sorry for this misunderstanding, but may I have your cooperation and understanding ?树立银行形象69、 Well, were not only the nearest bank, but also the most modern and convenient bank in the whole block.70、 Would you like to leave your contact number with us, so that I can give you a call as soon as the problem is solved.71、 Ill contact you within the next few days. This is my business card, if you have any questions, please feel free to call me.72、 Perhaps you can leave us an instruction to remind you of the arrival of your remittance. 第三部分 情景对话迎候客户光临AT: Good morning, Sir. What can I do for you ?C: Good morning, Id like to remit some money to the USA, but Ive got no idea how to do it.T: OK. Look, thats handled over there at counter with the sign “Outward Remittance”. Please follow me.C: Thank you.T: Thats all right.BT: Hello, Sir. What can I do for you ? Youre looking very worried.C: I am. I have to withdraw my money in ten minutes, or I cant catch my plane. But you see, therere still three persons in front of me. I dont know what to do for such a hurry. T: OK, please dont worry. Let me help you with your transaction. (to other customers) Im sorry to bother you now, gentlemen. But this young man is in a hurry. Hes going to catch the plane. Would you mind if we do his transaction before your turn?C: No problem, please go ahead.T: Thank you very much for your cooperation. ( to the worried customer ) Please.C: ( to the customers) Thank you very much.( to the service manager) Thank you.T: My pleasure.指引方向T: Good morning, Sir. May I help you?C: Could you tell me how to get to the Credit Card Department?T: Certainly. Please go straight this way until the end. Then turn left.C: Thank you.T: You are welcome.开户与存款AT: Good afternoon, Sir. May I help you?C: Yes, please. Id like to open a savings account. Will you tell me how to do it ?T: Certainly, sir. Im so glad to help you. Usually, we have both savings account and deposit account for an individual. What kind of account would you like to open?C: Could you tell me the difference between them?T: Yes, of course. If you open a deposit account, youll have a deposit certificate in the your name. And the interest rate is higher for it.C: Then, how about the savings account?T: The savings account takes the form of a Passbook. You may withdraw money at any time and, you just need to present your passbook. C: Id rather open a savings account, then.T: Please go to counter No. 9 for service with your passport, and use your real name for your account.C: Thank you very much.T: You are welcome.汇入汇款C: Good afternoon.T: Good afternoon. Can I help you ?C: Yes, Id like to know the different ways of remittance from abroad.T: You can send your money by TT、DD、or MT.C: Which is the quickest way?T: Telegraphic transfer.C: OK. Thanks.T: At your service.汇出汇款C: Id like to send some money to my brother in New York. And I hope he can get it as soon as possible. Can I wire the money to him?T: Yes. We can send the money by TT if you like. But first of all, we have to check your personal identifications.C: What are they, please?T: Your passport with valid visa, a certificate for your personal income, or other original documents for receipt if you have.C: So I see, the foreign exchange control system is applied in your country. But now I want to be assured the remittance by telegraphic transfer would be fast, wouldnt it?T: Yes. As your request is so urgent, we can send it by SWIFT. Itll be the fastest way and cost you little.C: OK, Id prefer SWIFT. But any more charge for such remittance?T: Yes, sir. We would add the cable fee to our regular service charges.C: Oh, I see. Two thousand US dollars, I think.T: All right. Please fill out this remittance application. And well need your address and telephone number, too.C: Here you are. You can debit my savings account for the amount including service and cable charges.T: Yes.( After a while )T: Everything is OK now. Here is the receipt for the remittance. Sorry to have kept you waitingC: Its all right. Thank you, bye-bye.T: Bye-bye.货币兑换C: Good afternoonT: Good afternoon.C: Id like to exchange some US dollars for RMB yuan. Would you please tell me todays exchange rate?T: Its RMB ￥772 against USD100.C: Is this rate the same as in other banks all over China?T: Its the same.C: Also, I want to know your business hours.T: Its from 9:00am to 5:00pm every day.C: Thank you. T: Its my pleasure. 兑付旅行支票T: Hello. Welcome to Bank of China, Zhejiang Branch.C: Can I change travelers cheques in pounds sterling?T: Yes, you can. How much, please?C: Two hundred pounds in all. Here are my four cheques.T: Please countersign them.C: All right. But where can I sign?T: Just here, with these words “ countersign here in presence of paying agent (or cashier)”. Please name as specified.C: OK. Here you are and see if its all right, please.T: Now, please show me your passport and fill in this memo in duplicate.C: There, Ive got them finished. And this is my passport.T: Everything is all right. Well, by the way, how would you like your money? C: Any kind of denominations are OK.T: Here you are.C: Thanks a lot. T: Youre welcome. 购买外汇T: How do you do, Sir. What can I do for you ?C: How do you do ? Ive been a foreign language teacher for two years in Zhejiang University. And Ill go back to the U.S.A. in a week when the vacation starts. I still have two thousand Renminbi Yuan unused from my wages. Can I change them into US dollars?T: Yes, you can if you have the relative personal certificates, like your Foreign Experts certificate, etc.C: It so happens that I have them.T: Thats good. According to the current provisions of our foreign exchange control regulations, you can convert your Renminbi notes not more then USD 50000 equivalent a year while youre staying in China. Well, by the way, have you ever bought foreign currency this year?C: No, I havent.T: OK.C: Can you tell me whats the exchange rate today?T: The selling rate is seven hundred and seventy-two Renminbi yuan( RMB￥828)against one hundred US dollars( USD100). Youll get two hundred and fifty-nine US dollars.C: Thats clear. Can I buy now?T: Please go to counter No.10. You can have the service there.C: Thank you very much.T: Youre welcome.长城卡的使用T: How do you do?C: How do you do. Ive got a Great Wall Card recently. Now I want to cash some money. How can I do with it, please?17T: You can draw money from the ATM, but the withdrawal amount is limited within RMB￥5000 a day. You can also use it at the counter if you want more.C: For what amount do you need authorization?T: For any amount exceeding the line of credit, well have to.C: How about paying my expenses with the card?T: You dont need to get authorization if your expenses are in line with the credit given by the issuing bank.C: Thank you for your assistance.T: You are welcome.外卡业务C: How do you do. This is the fi