商务电话-businesscalls

1、Business Calls 商务电话Goal Learn the proper etiquette for telephone conversations in a Western business environment, and the Modern English terms involved.学会涉外商务中的电话交谈礼仪以及相关的洋话连篇现代美语。TeaserDo you receive business calls at work? Do you make any business calls?How do you answer the phone in your office?D

2、oes your company deal directly with the public? Should a client call be answered differently from an internal call?你在工作中接听商务电话吗？你常打商务电话吗？你在办公室里怎样来接这样的电话呢？你的公司直接与外界打交道吗？接客户电话应该与公司内部电话用语不一样吗?Concepts· Important for all calls, but especially in conversations with clients or the general public 

3、3; Correct etiquette projects a professional image for you and your company · Etiquette for internal calls differs only slightly from that of external calls · Not so difficult to learn and practice!· 所有的电话都很重要,尤其是接待客户或公众的电话 · 恰当的礼节可以表现你和公司的专业形象 · 接待公司内部电话的礼节与接待外部电话仅有细微的差别

4、83; 学习和实践起来并不是很难的事情Vocabulary · (Receptionist/Assistant)(Caller)Guidelines for external calls to the company receptionist · Use a positive salutation.(example: Good morning,) · Identify your company and yourself.(example: ABC Incorporated, Marie speaking.) · Give a standard offer

5、 of service.(example: May I help you?) · Wait for the caller to identify herself/himself and to stateher/his purpose.(example: Hi, this is Sarah. Id like to talk to Mr. Long) · Give an appropriate response.(example: Just a moment, please. Ill transfer your call)Guidelines for external call

6、s to an administrative assistant · Use a positive salutation.(example: Good morning,) · Identify your superior and yourself.(example: Mr. Longs office, Helen speaking.)Wait for the caller to identify herself/himself and to stateher/his purpose.(example: Good morning, Helen. This is Sarah.

7、Can I speak to Mr. Long, hes expecting my call?) · Give an appropriate response.(example: Just a moment, please, while I put you through.)Guidelines for internal calls to a departmental secretary/receptionist · Use a positive salutation.(example: Good morning,) · Identify your departm

8、ent and yourself.(example: Marketing Dept. This is Lucy.)Wait for the caller to identify herself/himself and to stateher/his purpose.(example: Hi, Lucy. How are you doing? Is Jack around?) · Give an appropriate response.(example: Sorry, he just stepped out.)Possible return response.(example: OK

9、, Ill call back later.)· (接待员/助手)(打电话者)· 公司接待员接听外部电话的原则 · 用积极的问候语。（例： 早上好） · 表明公司和你的身份。（例： ABC有限公司，我叫Marie。） · 使用标准的服务客套话。（例： May I help you?(我能为您做点什么？)等侯对方说出其身份和来电话的目的。（例： 早上好，Helen。我是sarah, 请Long先生接 听电话。） · 给一个恰当的回答。（例： 等一下，我把电话转过去。）公司行政助理接听外部电话的原则 · 用积极的问候语。（例：

10、早上好） · 表明你的上级和你的身份。（例： Long先生的办公室，我是Helen。） · 等侯来电话者表明他的身份和目的。（例： 早上好Helen,我是Sarah。我能和Long先生说话吗？她在等我的电话。） · 给一个恰当的回答。（例： 稍等，我帮你接通。）部门秘书或接待员接听内部电话的原则 · 用积极的问候语。（例： 早上好） · 表明你所在部门和你自己的身份。（例： 销售部。 我是Lucy。）等侯对方说出其身份和来电话的目的。（例： 你好，Lucy。你怎么样？Jack在吗？） · 给一个恰当的回答。（例： 对不起，他刚出去。）

11、 · 可能得到的回答。（例： 好的，我过会儿再打来吧。）Usage There are numerous variations as to how a business call might proceed. Following are some examples:· Sal Good afternoon · IdentificationThis is Jane at ABC CorporationABC Corporation. Solanis here.Jane Solanis. ABC Corporation.(its acceptable to state

12、 either your first or last name only, or both) · Offer of ServiceWhat can I do for you?Can I help you?Who would you like to speak to? · ResponsesMay I speak toPlease hold.Shes in a meeting.Hes out of town.Shes unavailable right now.May I take a message?Can you tell me when will be in?Pleas

13、e have call me back. 商务电话会根据具体情况，有多种应答和问候方式。看看下面的例子：· 招呼下午好。 · 身份确认我是Jane，这里是ABC公司。ABC公司，我是Solanis。Jane Solanis, ABC公司。（说出你的名或姓，或是都说出来也可以。） · 提供服务我能帮你做什么？需要帮助吗？请问你找谁？ · 回答我想和通话。请稍等。她在开会。他出城了。她现在不太方便接电话。要留口信吗？你能告诉我什么时间在吗？请给我回电话。 · Culture Western clients and customers are not

14、 expecting an overly friendly conversation when they make a business call. They expect some degree of professionalism. If the person answering the call is too lackadaisical, unenthusiastic or indifferent, they may hang up and take their business someplace else!西方的客户或顾客在打商务电话时不希望对方过度友好。他们希望职业化些。如果接电话

15、的人很庸懒，缺乏热情或是漠然，他们会挂掉而去找别的客户。Conversation In this conversation, Sally is a receptionist for a major computer hardware supplier. This particular morning, she is also filling in for a personal secretary who called in sick.Sally: Good morning, ABC Computers, Sally speaking. Can I help you?Caller 1: Yes,

16、 Im Dave Michaels. Id like to talk to Amy Winters, please.Sally: Just a moment, please. Ill transfer you.Caller 1: Thank you. . . . .Sally: Good morning, ABC Computers, Sally speaking. Can I help you?Caller 2: My name is Lance Stevens. May I speak to your Customer Service manager?Sally: Im sorry, he

17、s in a meeting. May I take a message?Caller 2: When will he be available?Sally: I dont know, sir. Would you like to leave a message?Caller: No, thats OK. Ill call back. . . . .Sally: Good morning. Ms Carlings office. What can I do for you?Caller 3: This is Marlene Casper. I need to meet with Ms Carl

18、ing. She knows who I am.Sally: Hold on , please. Ill check her schedule . You can meet with Ms Carling at 10:00 tomorrow.Caller 3: Thatll be fine. Thank you very much.在这段对话中，Sally是一家大型电脑硬件供应商的接待员。今天早晨，一位私人秘书请了病假，Sally暂替她的工作。Sally: 早上好。ABC公司，我是Sally，请问您有什么事吗？Caller 1: 是的，我是Dave Michaels，请Amy Winters听

19、 电话。Sally: 请稍等。我给你转过去。Caller 1: 谢谢。Sally: 早上好。ABC公司，我是Sally，请问您找那位？Caller 2: 我是Lance Stevens，请你们的客户服务部经理 接电话,好吗？Sally: 对不起，他在开会。要留个口信吗？Caller 2: 他什么时间方便？Sally: 我不知道，先生。您需要留个口信吗？Caller 2: 不用了。我会再打过来的。.Sally: 早上好，Carling女士的办公室, 我能为您做什 么吗?Caller 3: 我是Marlene Casper，我要约见Carling女士, 她 知道我是谁。Sally: 请稍等，我查一

20、下她的日程您明天10:00 可以会见Carling女士。Localization 在中国，虽然电话已经十分普及了，但由于缺乏用电话的常识和训练，不能形成有效交流的案例比比皆是。由于双方看不到彼此的身体语言，对于使用英语的外国人来说，进行电话交流有一定的难度。所以要最大程度地使用或理解一些暗示语，即通过声音线索去抓住对方的 支持、赞同或反对的态度、感情很重要。一般的电话礼仪还有如下一些注意事项：商务或公务电话都不宜太长；电话交谈时声音不要太大。一是不必要，二是会遭人白眼；如果接到一个别人的电话，一般要主动提出可以帮助传递口信儿。大多数人会写下一张留言条；接听电话时，需知道对方是谁，并询问对方单位

21、名称及所属部门，详细弄清一切，给被指名来接听电话的人以便利；接到陌生人的电话，在不了解对方的动机、目的是什么时，接话人不可直来直去地告诉对方，同时也应为别人保密；当对方要找的人不在时，请不要随便传话，或说出不在者行踪；在电话中传达事情时，应重复重点，对于数字、日期、时间等，应再次确定以免出错，并报上自己的姓名，以表明负责；挂断电话前的礼貌也不可忽视，确定对方已挂断电话，才能放下听筒，并且不管多忙都要体贴地、亲切地对待听筒及来电方。Practice Practice with another person. One of you represents the company, and the other is the caller. Choose and practice one of the following scenarios:Calling doctors office to make an appointment.Calling a store to see if something is in stock.Calling a large corporation to speak to the head of Marketing.Calling a large