任务四 电话预约,客户接待.ppt

ArrangingAppointments,TeachingObjectives,Aftercompletingthislesson,studentsshouldbeableto:-understandthetypesofarrangingappointmentbyphone-understandtheproceduresinvolvedwhenreceivingbusinessvisitors;-effectivelyusecommunicationskillsto:maketelephoneappointmentreceivebusinessvisitorswhohaveanappointment;meetvisitorsattheairport;participateinsmalltalkabouttravel,weatheroraccommodation.,Case1,（MissWuisansweringthecallfromMr.Blacktomakeanappointment）A：MissWu；B：Mr.Black）A：（Thetelephoneisringing.）Goodmorning.ManagingDirectorsOffice.CanIhelpyou？B：Yes.CouldIspeaktoMr.Smith，please？A：WhoshallIsayiscalling，please？B：ThisisDavidBlackfromCanton.A：Imsorry，Mr.Smithisinconferencenow，Mr.Black.Wouldyouliketospeaktosomeoneelseintheoffice？B：Well，IdliketomakeanappointmenttoseeMr.SmithnextweekwhileIminBeijing.,A：IllcheckMr.SmithsdiaryandseeifIcanarrangeanappointmentforyou.JustamomentYes，Mr.SmithseemstohavesometimeonMondayafternoonandFridaymorning.B：CouldImakeanappointmentforFridaymorning，please？A：LetsmakeitnineoclockFridaymorning.Wouldthatbeconvenientforyou？B：Yes，thatsuitsmeperfectly？A：Illmakeanoteofthat.Wouldyoulikemetoconfirmtheappointment？B：Yes，please.YoucancontactmeanydayatCanton02085268888extension706.A：Cantonxtension706.Illconfirmyourappointmentassoonaspossible，Mr.Black.B：Thankyouverymuch.Good-bye.A：Good-bye.,Case2,（MissYangiscallingMr.Browntoconfirmtheappointment.）（A：MissYang；B：Mr.Brown）A：IsMrBrownin，please？B：Speaking.A：ThisisMaryYangfromHepingArtsandCraftsFactory.B：Oh，MissYang，howareyou？A：Fine，thanks.Ourmanager，Mr.Wang，wantsmetoletyouknowhesfreenextMonday.Hesexpectingyouatnineoclockinthemorninginhisoffice.B：9a.m.Monday.Fine，Illbethere.A：Wellbeexpectingyouthen.B：Thankyouforcalling.A：Yourewelcome.Good-bye.B：Good-bye.,（MissWangiscallingMr.Browntoputoffanappointment.）（A：MissWang；B：Mr.Brown）A：Goodmorning.MayIspeaktoMr.Brown？B：ThisisBrownspeaking.Whoscalling，please？A：ThisisWangHuafromHeroPenFactory.B：Oh，MissWang，whatshappened？A：Itsabouttheappointmentwithourmanager.Imextremelysorryhecantseeyouattwooclockthisafternoon.Yousee，somethingunexpectedhascomeup.Hehastoattendaveryurgentmeeting.,Case3,B：Soyouwanttocanceltheappointment.Thatstoobad.A：No，notexactly.Actuallywejustwanttoputitoffuntilsuppertime.Afterthatwellinviteyoutodinner.B：Well，somuchthebetter.Whydidntyoumentionitinthefirstplace？A：Ionlywanttogiveyouasurprise.Wehavealsoinvitedsomeofthegovernmentofficialstobepresentatthedinner，sothatyoucanfindoutsomethingaboutthepolicies.B：Thatswonderful.Thankyouverymuchforwhatyouhavedoneforus.,Typesofarrangingappointments,Cancelappointment,Arrangeappointment,Delay/changeappointment,Confirmappointment,Makeappointment,ReceivingVisitors,Receivingvisitors,Case4,A:Excuseme!AreyouMr.Johnson?B:Yes,thatsright.A:Howdoyoudo,Mr.Johnson,mynameisTomlee,thesalesmanageroftheABCcompany.B:Howdoyoudo,Mr.Leegladtomeetyou.A:Metoo,Icametopickuptoyourhotel.B:Thankyou,youareverykind.A:Howwasyourtrip?B:No,notverygood,IwasairsickA:Doyoufeelbetternow?B:Yes,butIfeelverytired,becauseitsaverylongtrip.A:Letsgo,letsgetyoucheckedinthehotel.B:Ok,ThankyouA:Letmehelpyouwithyourluggage.B:Itdoesntmatter,thankyou,Icanhandlebymeself.A:Pleasewaitformehere,Iamgoingtothepartinglottodrivemycar.B:Ok,noproblem,Thingstodo:,1.确认对方身份并作简要的自我介绍Confirmtheinformationofthevisitorandmakingintroduction,2.询问对方旅途是否愉快Askingaboutthejourney,3.与对方确认一下接下来的时间安排Confirmingtheschedule,Marlin:Ms.Jones?Ms.Jones:Yes,ImMirandaJonesfromFloraGarmentTrading.Mr.Lin:MynameisLinHua.ImtheSalesManagerforBaiyunSweaters.Howdoyoudo,MsJones?Ms.Jones:Howdoyoudo?Itsveryniceofyoutocometomeetme.MrLin:Yourewelcome.AndmayIintroducemysecretary,MissWang?Ms.Jones:Sure.Itsapleasuretomeetyou,MissWang.MissWang:Thepleasureismine.Theflowerareforyou,Ms.Jones.Ms.Jones:Oh,thankyou.Theyarebeatuiful!Youreverykind.,Situation:MrLinandhissecretary,MissWang,arewaitingattheinternationalArrivalsHallatanairport.Mr.Linholdsaliargesignreading“WelcomeMs.Jones”andMissWangholdsabunchofflowers.Ms.JoneswalksthroughtheGreenExit.Andthensheseesthesign,waves,andgoestowardsthem.,MrLin:Howwasyourflight,MsJones?Ms.Jones:Verynice.Theserviceonboardwassuperb.AndImanagedafewhoursssleep,soIfeelfinenow.MrLin:Imgladtohearthat.Oh,letmehelpyouwithyourluggage.Ms.Jones:Thankyou.,MrLin:IsthisyourfirsttoChina?Ms.Jones:No.ButitsmyfirstvisittoGuangzhou.Ihopeitwontbemylast.MrLin:Ihopeyouwillhaveapleasantstayhere.Ms.Jones:ImsureIwill.MrLin:Ourcarisoutintheparkinglot.Shallwedrivetoyourhotelnow?Ms.Jones:Yes,thankyou.Letsgo.MissWang:Thisway,please,Situation:TheywalkoutoftheHallandheadfortheparkinglotandthendrivetothehotel.,MissWang:Hereweare,MsJones.ThisistheWhiteSwanHotel.Wevereservedaroomforyouonthe6thfloorwithabalconyoverlookingthepark.Ms.Jones:Thankyouverymuch.Itveryconsiderateofyou.MissWang:Well.Thatstheleastwecoulddo.(Inthehotelroom)MrLin:Thisisyourroom,MsJones.Isitok?Ms.Jones:Oh,yes,itslovely,verycozyandwell-decorated!Itsreallyverythoughtfulofyoutohavearrangeditforme.MrLin:Notatall.MissWang:Youmustbeverytiredafteryourlongtrip.Isthereanythingelsewecandoforyou?Ms.Jones:No,thank