商务英语口语（第3版）课件Unit 4 On the Phone

Unit4OnthePhone1.WhatdidBeccathinkofthewayAaronansweredthephoneatthebeginningofthevideoclip?2.WhydidBeccauseadifferentvoicetocallAaron?

3.WhydidAaronhanguponRonattheendofthevideoclip?BeccathoughtAaronwassoinformalandhewassupposedtobefriendlyandprofessional.BecauseBeccawantedtotestAarontoseehowheanswersthephone.BecauseAaronthoughtitwasjustanotherprankcall.Hi,youguys.I’mMichael.IhavebeenworkingwithHyperForeignTradeCompanyfor3months.IgotpromotedandIamnowasalesman.You’vegottonsofphonecallstomake…Task1Lookatthecomics,describeitandthendiscussitwithyourpartners.Wordsandexpressionsforyourreference:suitandtie briefcasereception callerappointment hangonphonenumber address putthroughTask1Task2Task3Part1Warm-uppart1part2part3part4part5Task2FillintheblanksPart1Warm-upTask1Task2Task3Ineedtolearnsomewordsandexpressionstobebetterpreparedforthejob.MatchtheEnglishwords1-10withtheChineseequivalentsa-j（1）_______（2）_______（3）_______（4）_______（5）_______（6）_______（7）_______（8）_______（9）_______（10）_______

(1)specializea.离岸价(2)sampleb.订货(3)FOB(FreeOnBoard)c.交货(4)CIF(Cost,InsuranceandFreight)d.专门化，经营(5)CFR(CostandFreight)e.畅销(6)enjoyfastsalesf.支付方式(7)placeanorderg.到岸价加佣金(8)deliveryh.样品(9)shipmenti.成本加运费(10)TermsofPaymentj.装船dhaebgcjifTask3Workwithapartnerandthink.Part1Warm-upTask1Task2Task3Whatinformationdocustomersneedwhentheymakeanenquiry?Whenapotentialcustomermakesanenquiryaboutaproduct,priceisanimportantfactor.Butwhatotherinformationdocustomersneed?Workwithapartnerandthinkofallthethingsaboutaproductthatacustomerneedstoknowbeforedecidingtobuyit.Apotentialcustomerneedstoknowabout:(1)________________________________________

(2)________________________________________

(3)________________________________________

(4)________________________________________

(5)________________________________________

(6)________________________________________

(7)________________________________________

beforeheorshedecidestobuyaproduct.thematerialsaproductismadefromitsdimensionstermsofdeliverytimeofdeliverypricevalidityproductguarantee(ifapplicable)paymenttermsPartIIListeningPracticeTacoExportImportStrategiesCorporationisatradingcompanyinAmerica.Recentlythereisabigdemandformen’sclothingandceramics,soMs.Johnson,thechiefbuyer,iscallingourcompany.PartIIListeningPracticepart1part2part3part4part5Practice11.Listentothefollowingdialogueandfillinthemissingwords.Michael:HyperForeignTradeCompany,(1)department,Michaelspeaking.WhatcanIdoforyou?Ms.Johnson:Oh,hello,thisisJohnsonfromTacoExportImportStrategiesCorporation.Wewanttobuymen’sclothingandceramics.I’mcallingtomakesomeinquiries.Doyouexportmen’sclothingandceramics?Michael:Yes,asamatteroffact,we(2)inclothingandlightindustrialproductsandhavean(3)ofoverthirtyyears.Ms.Johnson:Excellent!MayIhaveapricelistwithspecifications,Michael?Michael:Sure.Butifyouhavesomethingparticularinmindoraspecificinquirywecouldgiveyouanoffer.Areyouthinkingofanyparticular(4)?Ms.Johnson:Ohno,notatall.Butwewantgood,reliablequalityand(5)prices.Michael:OK.Noproblem.Letmejust(6).I’llalsosendyouourbrochurethattellsyouaboutallour(7)offers.Ms.Johnson:That’sfine.Howlongdoesitusuallytake?Michael:Wenormallysenditbypost,butwecansenditbyfaxifyouprefer.Ms.Johnson:Faxwouldbebetter.Ourfaxnumberis29763366.Bytheway,doyougrantany(8)discount?Michael:Ourpricesarevery(9)especiallyforyouinAmericabecauseofthefavorable(10)rate.Howbigisyourorder?Ms.Johnson:Weareconsideringasubstantialorderofabout800piecesofceramicsand1,000formen’sclothing.Michael:Oh,that’squitealot.Ithinkinthiscase,aquantitydiscountcanbegranted.salesspecializeexperiencebrandreasonablecheckspecialquantitycompetitiveexchangePartIIListeningPractice2.StudythefollowingexpressionsandmatchthemwiththecorrespondingChineseequivalents.（1）_______（2）_______（3）_______（4）_______（5）_______（6）_______（7）_______（8）_______（9）_______（10）_______(1)makeinquiriesa.专门经营(2)asamatteroffactb.价格合理(3)specializeinc.汇率(4)pricelistd.特价优惠(5)reliablequalitye.询价(6)reasonablepricef.大笔订单(7)specialoffersg.事实上，实际上(8)quantitydiscounth.质量可靠(9)exchangeratei.数量折扣(10)substantialorderj.价目表egajhbdicfPartIIListeningPractice3.Listentothedialogueagainandanswerthefollowingquestionsorally.(1)WhydidMs.JohnsoncallHyperForeignTradeCompany?(2)HowdidMichaelintroduceHyperForeignTradeCompany?(3)HowwillMichaelsendthebrochure?(4)HowbigisMs.Johnson’sorder?(5)WillaquantitydiscountbegiventoMs.Johnson?She’scallingtoinquireaboutmen’sclothingandceramics.HyperForeignTradeCompanyspecializesinclothingandlightindustrialproductsandhaveanexperienceofoverthirtyyears.Hewillsendthebrochurebyfax.About800piecesofceramicsand1,000formen’sclothing.Yes.PartIIListeningPracticePractice1Michael:HyperForeignTradeCompany,salesdepartment,Michaelspeaking.WhatcanIdoforyou?Ms.Johnson:Oh,hello,thisisJohnsonfromTacoExportImportStrategiesCorporation.Wewanttobuymen’sclothingandceramics.I’mcallingtomakesomeinquiries.Doyouexportmen’sclothingandceramics?Michael:Yes,asamatteroffact,wespecializeinclothingandlightindustrialproductsandhaveanexperienceofoverthirtyyears.Ms.Johnson:Excellent!MayIhaveapricelistwithspecifications,Michael?Michael:Sure.Butifyouhavesomethingparticularinmindoraspecificinquirywecouldgiveyouanoffer.Areyouthinkingofanyparticularbrand?Ms.Johnson:Ohno,notatall.Butwewantgood,reliablequalityandreasonableprices.Michael:OK.Noproblem.Letmejustcheck.I’llalsosendyouourbrochurethattellsyouaboutallourspecialoffers.Ms.Johnson:That’sfine.Howlongdoesitusuallytake?Michael:Wenormallysenditbypost,butwecansenditbyfaxifyouprefer.Ms.Johnson:Faxwouldbebetter.Ourfaxnumberis29763366.Bytheway,doyougrantanyquantitydiscount?Michael:OurpricesareverycompetitiveespeciallyforyouinAmericabecauseofthefavorableexchangerate.Howbigisyourorder?Ms.Johnson:Weareconsideringasubstantialorderofabout800piecesofceramicsand1,000formen’sclothing.Michael:Oh,that’squitealot.Ithinkinthiscase,aquantitydiscountcanbegranted.ThephonecallwithMs.Johnsoncontinues…PartIIListeningPracticePractice21.Listentothedialogueanddecidewhetherthestatementsbelowaretrue(T)orfalse(F).______(1)PaymentbyconfirmedirrevocableL/CisageneralpracticeforthecompanythatMichaelwasworkingwith.______(2)TherehadbeensomebusinessrelationsbetweenMichaelandMs.Johnson’scompany.______(3)MichaelandMs.Johnsonagreedonmakingpayment50%byL/CandthebalancebyD/A.______(4)MichaelagreedtodeliverthegoodsbeforeDecember.______(5)Ms.JohnsonwantedtohavethegoodsduringNovembersoastocatchtheshoppingseason.TTFFFPartIIListeningPracticePractice2Ms.Johnson:…Let’smoveontothetermsofpayment.Whatdoyouhaveinmind?Michael:OK.Inourgeneralpractice,weonlyacceptpaymentbyconfirmedirrevocableL/Cpayableagainstsightdraft.Ms.Johnson:Well,couldyoumakeanexception?ItwillbeofgreathelpforusifyouwillacceptD/AorD/P.Michael:Sorry,Ms.Johnson,wecannotdothat.Thisisourfirsttimedoingbusiness.Perhapsaftersomemorebusinessbetweenus,wewillthinkofthat.Butnow,wehavetoinsistonpaymentbyL/C.Ms.Johnson:Tobefrank,it’sexpensivetoopenanL/C,forwehavetopayadepositandbankcharges.Itwilltieupourmoneyandincreaseourcostonimports. Michael:Iunderstand.Thetroubleisthatifwecan’tcollectthepaymentontime,itwillaffectourcapitalturnover.Forthesakeofsafety,L/Cistheonlythingwecanaccept.Ms.Johnson:Whatabout50%byL/CandthebalancebyD/A?Michael:I’msorry,butI’mafraidwecan’tacceptit.AsI’vealreadysaid,werequirepaymentbyL/C,thoughweknowforcertainthatacompanylikeyouwillneverdefault.Ms.Johnson:OK.Nowthatwe’vedealtwiththequestionofpaymentterms,I’meagertoknowifit’spossibletoscheduleshipmentduringNovember.Michael:I’msorrywecan’tscheduleshipmentinNovember.Ms.Johnson:Whenistheearliestwecanexpectshipment?Michael:BythemiddleofDecember,Ithink.Ms.Johnson:Thatwouldbetoolate.ThesegoodsareurgentlyrequiredbyourcustomersfortheshoppingseasoninDecember.Also,ourcustomsformalitieswilltakequitealongtime.ShipmenthastobemadebeforeDecember,otherwisewewon’tbeabletocatchtheshoppingseason.Michael:Well,wewillseewhatwecando.PartIIListeningPractice2.Translatetheunderlinedsentencesbyyourself,thenlistentothedialogueagainandcheckyourtranslations.Ms.Johnson:…（1）咱们接下来谈论一下支付方式吧。Whatdoyouhaveinmind?Michael:OK.Inourgeneralpractice,weonlyacceptpaymentbyconfirmedirrevocableL/Cpayableagainstsightdraft.Ms.Johnson:Well,couldyoumakeanexception?（2）如果贵方能接受付款交单或承兑交单，那对我们来说帮助就太大了。Michael:Sorry,Ms.Johnson,wecannotdothat.Thisisourfirsttimedoingbusiness.Perhapsaftersomemorebusinessbetweenus,wewillthinkofthat.

（3）但是现在，我们坚持要求信用证方式付款。Ms.Johnson:Tobefrank,it’sexpensivetoopenanL/C,forwehavetopayadepositandbankcharges.Itwilltieupourmoneyandincreaseourcostonimports.Michael:Iunderstand.Thetroubleisthatifwecan’tcollectthepaymentontime,itwillaffectourcapitalturnover.Forthesakeofsafety,L/Cistheonlythingwecanaccept.Let’smoveontothetermsofpaymentItwillbeofgreathelpforusifyouwillacceptD/AorD/P.Butnow,wehavetoinsistonpaymentbyL/C.PartIIListeningPracticeMs.Johnson:Whatabout50%byL/CandthebalancebyD/A?Michael:I’msorry,butI’mafraidwecan’tacceptit.AsI’vealreadysaid,werequirepaymentbyL/C,thoughweknowforcertainthatacompanylikeyouwillneverdefault.Ms.Johnson:OK.Nowthatwe’vedealtwiththequestionofpaymentterms,I’meagertoknowifit’spossibletoscheduleshipmentduringNovember.Michael:I’msorrywecan’tscheduleshipmentinNovember.Ms.Johnson:（4）最早什么时候可以交货呢？Michael:BythemiddleofDecember,Ithink.Ms.Johnson:Thatwouldbetoolate.ThesegoodsareurgentlyrequiredbyourcustomersfortheshoppingseasoninDecember.Also,ourcustomsformalitieswilltakequitealongtime.（5）装运必须在12月之前完成，否则我们就赶不上销售旺季了。Michael:Well,wewillseewhatwecando.Whenistheearliestwecanexpectshipment?

ShipmenthastobemadebeforeDecember,otherwisewewon’tbeabletocatchtheshoppingseason.Michael,youjustdidanexcellentjob!Great!WhynotreportyourphonecallconversationwithMs.Johnsontoyourbosstoseewhatneedstobedonenext.PartIIListeningPractice3.DiscussionPartIIILanguageFocuspart1part2part3part4part5Task1Listentothedialogueandanswerthefollowingquestionsorally.(1)Whoisthepotentialbuyerinthedialogue?(2)HowdidMs.LongknowaboutMichaelandthecompanyhewasworkingwith?(3)WhatisthepurposeofMs.Long’sphonecall?(4)DotheytakespecialordersforprintedshirtinMichael’scompany?(5)Howlongdoesittakeforthecompanytomakedeliveryforspecialorders?Ms.Long.FromMs.JohnsonofTacoExportImportStrategiesCorporation.ShewasinterestedinPrintedShirtsandwantedMichaeltosendcatalogues,samplebooksandallnecessaryinformationregardingPrintedShirts.Yes,theydo.Ittakeslonger.Butinnocasewouldittakelongerthan4months.PartIIILanguageFocusTask2Listentothedialogueagainandchoosetheproperquestions.a.Howlongdoesitusuallytakeyoutomakedelivery?b.IsthereanythingIcandoforyou?c.Doyoutakespecialorders?d.Who’scalling,please?e.Wouldyoutelluswhatquantityyourequiresothatwecanworkouttheoffers?Michael:Salesdepartment,thisisMichaelspeaking.Goodmorning!Ms.Long:GoodmorningMichael!Ms.JohnsonofTacoExportImportStrategiesCorporationinformedusthatyou’reoneoftheleadingexportersforclothingandlightindustrialproductsinChina.Michael:That’strue.(1)________________________?Ms.Long:Oh,sorry.ThisisMs.LongfromFLYForeignTradeCompanyinUK.Michael:Hi,Ms.Long.Thankyouforcallingus.(2)______________________?Ms.Long:Atpresent,weareinterestedinPrintedShirtsandwouldbepleasedifyoukindlysentusbyairmailcatalogues,samplebooksandallnecessaryinformationregardingPrintedShirts.Michael:OK,Icandothatforyourightaway.Hopefully,they’llfamiliarizeyouwiththematerialsandworkmanshipofoursupplies.Ms.Long:I’msuretheywill.MeanwhilepleasequoteusthelowestpriceCIFLondon,includingour5%commission.dbMichael:Allright.Pleaserestassuredthatwe’llquoteyouourlowestprice.I’msureitwillturnouttoyoursatisfaction.Meanwhile,(3)______________?Ms.Long:Shouldyourpricebefoundcompetitiveanddeliverydateacceptable,weintendtoplacealargeorderwithyou.Bytheway,(4)_____________?Michael:Asarule,wedeliverallourorderswithin2monthsafterreceiptofthecoveringlettersofcredit.Ms.Long:Excellent!Onelastquestion.(5)________________?Thatis,doyoumakeprintedshirtsaccordingtoourdesignorsamples?Michael:Yes,wedo.Butjustsoyouknow,ittakeslonger,ofcourse,forustomakedeliveryforspecialorders.Butinnocasewouldittakelongerthan4months.Ms.Long:Good!Ireallylookforwardtoourcooperation.Michael:SodoI!Lookingforwardtotalkingtoyousoon.a.Howlongdoesitusuallytakeyoutomakedelivery?b.IsthereanythingIcandoforyou?c.Doyoutakespecialorders?d.Who’scalling,please?e.Wouldyoutelluswhatquantityyourequiresothatwecanworkouttheoffers?eacPartIIILanguageFocusMichael:Salesdepartment,thisisMichaelspeaking.Goodmorning!Ms.Long:GoodmorningMichael!Ms.JohnsonofTacoExportImportStrategiesCorporationinformedusthatyou’reoneoftheleadingexportersforclothingandlightindustrialproductsinChina.Michael:That’strue.Who’scalling,please?Ms.Long:Oh,sorry.ThisisMs.LongfromFLYForeignTradeCompanyinUK.Michael:Hi,Ms.Long.Thankyouforcallingus.IsthereanythingIcandoforyou?Ms.Long:Atpresent,weareinterestedinPrintedShirtsandwouldbepleasedifyoukindlysentusbyairmailcatalogues,samplebooksandallnecessaryinformationregardingPrintedShirts.Michael:OK,Icandothatforyourightaway.Hopefully,they’llfamiliarizeyouwiththematerialsandworkmanshipofoursupplies.Ms.Long:I’msuretheywill.MeanwhilepleasequoteusthelowestpriceCIFLondon,includingour5%commission.Michael:Allright.Pleaserestassuredthatwe’llquoteyouourlowestprice.I’msureitwillturnouttoyoursatisfaction.Meanwhile,wouldyoutelluswhatquantityyourequiresothatwecanworkouttheoffers?Ms.Long:Shouldyourpricebefoundcompetitiveanddeliverydateacceptable,weintendtoplacealargeorderwithyou.Bytheway,howlongdoesitusuallytakeyoutomakedelivery?Michael:Asarule,wedeliverallourorderswithin2monthsafterreceiptofthecoveringlettersofcredit.Ms.Long:Excellent!Onelastquestion.Doyoutakespecialorders?Thatis,doyoumakeprintedshirtsaccordingtoourdesignorsamples?Michael:Yes,wedo.Butjustsoyouknow,ittakeslonger,ofcourse,forustomakedeliveryforspecialorders.Butinnocasewouldittakelongerthan4months.Ms.Long:Good!Ireallylookforwardtoourcooperation.Michael:SodoI!Lookingforwardtotalkingtoyousoon.PartIIILanguageFocusTask3Translatethefollowingusefulsentences.(1)IsthereanythingIcanhelpwith?________________________________________________________(2)WeareinterestedinPrintedShirtandshallbepleasedifyouwillkindlysendusbyairmailcatalogues,samplebooksandallnecessaryinformationregardingPrintedShirt.______________________________________________________________________________________________________(3)Hopefully,they’llacquaintyouwiththematerialsandworkmanshipofoursupplies.________________________________________________________(4)PleasequoteusthelowestpriceCIFLondon,includingour5%commission.________________________________________________________我能帮什么忙吗？我们对印花衬衫感兴趣，如你们能给我们航寄商品目录、样品册和关于印花衬衫的所有信息，我们会非常高兴。希望这些资料可以使你们了解我们产品的材料和工艺。请你们报伦敦最低到岸价，包括5%佣金。PartIIILanguageFocusTask3Translatethefollowingusefulsentences.(5)I’msureitwillturnouttoyoursatisfaction.________________________________________________________

(6)Shouldyourpricebefoundcompetitiveanddeliverydateacceptable,weintendtoplacealargeorderwithyou.________________________________________________________________________(7)Ireallylookforwardtoourcooperation.________________________________________________________我相信它会令你方满意的。如果你们的价格有竞争力而且交货日期可接受，我们会向你方大量订货。我盼望与您的合作。PartIIILanguageFocusTask4RetellthestoryofMichael’sbusinessphonecallwithMs.LongfromMichael’spointofview.Thebeginninghasbeengiven.TodayIgotaphonecallfromMs.LongofFLYForeignTradeCompanyinUK…Thankyou!ButIcouldn’thavedoneitwithoutyourhelp.Still,inreal-worldbusinesssituations,weshouldknowmoreaboutbusinessphonecalletiquette,shouldn’twe?Verywelldoneasasalesman,Michael!(1)makeallthedifference关系重大；大不相同(5)makepromises做出承诺

(2)workaroundtheclock夜以继日地工作 (6)letdown使失望，辜负(3)removebarriers去除障碍 (7)hardsell强行推销，硬卖(4)gettheballrolling开始(8)takeastand表态，表示立场Herearesomegoodexpressionsusedinthepassage.PartIVExpansionofCulturePartIVExpansionofCulture12part1part2part3part4part5Task1Decidewhetherthestatementsbelowaretrue(T)orfalse(F)accordingtothepassageyouhaveread.______(1)Writingdownyourobjectivebeforemakingthecallhelpsensureyouwon’tforgetanykeypoints.______(2)Pronounslike“we”and“our”areinclusivelanguage.______(3)Buzzwordsandlocalismsareuniversalinallregions.______(4)Yourclientwillbedisappointedifyourteamdoesn’tworkaroundtheclock.______(5)Itisveryimportantforyoutodevelopempathybetweenyouandthepeopleyouworkwith.______(6)Youshouldleadthecallandgettheconversationbackontrackwhennecessary.______(7)Youshouldalwaystellstorieseachtimeyoucallyourclient.______(8)Wordslike“umm”and“maybe”arebetternottobeusedwhenyou’resureofasolutionorrecommendation.TTTTTFFFPartIVExpansionofCultureTask2Discusswithyourclassmatesaboutwhatyoushoulddoandwhyyoushoulddoitintermsofthefollowing8aspects.Fillouttheform.Thefirsthasbeendoneforyou.12ItemsWhatyoushoulddo?Whyyoushoulddoit?BeforemakingthecallWritedownyourobjective,informationyoumustconvey,andanythingyouneedtoaskfromyourclient.Thiswillensureyouwon’tforgetanykeypoints.Whenusinglanguage

Whenusingbuzzwords&localisms

Whenmakingpromises

Tobeempathic

Togetbackontrack

Totellacompellingstory

Totakeastand

PartVSpeakingActivitiespart1part2part3part4part5Activity1Directions:Supposeyouaresellinggreentea,whichenjoysgreatpopularity.AbusinessmanfromNewYorkisverykeenonit.YourofferisUSD25perkilogram.Youstartfrominquiryandproceedtooffer,andfinallyyousettleonpriceanddateofdelivery.Activity2Directions:Mr.Dobinson,abusinessmanfromEngland,isnegotiatingwithyouaboutpurchasingwoolensweaters.Everythinghasbeengoingquitewellexcepttheproblemofpayment.Ashisorderisbigenough,youfinallyagreeto50%byL/CandtherestbyD/Patsight.Activity3Directions:SupposeyouareasalesrepresentativefromJiangsuTextileImportandExportCorporation.YouaretalkingwithMs.Jones,anAustraliabusinesswoman,whoisinterestedinChinesecottonpiecegoods.Ms.Jonesisnotquitesatisfiedwithyourdesignsandasksyoutoproducepatternsprovidedbyher.Youagreetomakeheranofferprovidedsheincreasesth