任务四 电话预约,客户接待.ppt

1、Arranging Appointments,Teaching Objectives,After completing this lesson, students should be able to: -understand the types of arranging appointment by phone -understand the procedures involved when receiving business visitors; -effectively use communication skills to: make telephone appointment rece

2、ive business visitors who have an appointment; meet visitors at the airport; participate in small talk about travel, weather or accommodation.,Case 1,（Miss Wu is answering the call from Mr. Black to make an appointment）A： Miss Wu； B： Mr. Black） A：（The telephone is ringing. ）Good morning. Managing Di

3、rectors Office. Can I help you？ B：Yes. Could I speak to Mr. Smith， please？ A：Who shall I say is calling， please？ B：This is David Black from Canton. A：Im sorry， Mr. Smith is in conference now， Mr. Black. Would you like to speak to someone else in the office？ B：Well， Id like to make an appointment to

4、see Mr. Smith next week while Im in Beijing.,A：Ill check Mr. Smiths diary and see if I can arrange an appointment for you. Just a moment Yes， Mr. Smith seems to have some time on Monday afternoon and Friday morning. B：Could I make an appointment for Friday morning， please？ A：Lets make it nine oclock

5、 Friday morning. Would that be convenient for you？ B：Yes， that suits me perfectly？ A：Ill make a note of that. Would you like me to confirm the appointment？ B：Yes， please. You can contact me any day at Canton 02085268888 extension 706. A：Canton，extension 706. Ill confirm your appointmen

6、t as soon as possible， Mr. Black. B：Thank you very much. Good-bye. A：Good-bye.,Case 2,（Miss Yang is calling Mr. Brown to confirm the appointment. ） （A： Miss Yang；B： Mr. Brown） A： Is Mr Brown in， please？ B： Speaking. A： This is Mary Yang from Heping Arts and Crafts Factory. B： Oh， Miss Yang， how are

7、you？ A： Fine， thanks. Our manager， Mr. Wang， wants me to let you know hes free next Monday. Hes expecting you at nine oclock in the morning in his office. B： 9 a. m. Monday. Fine， Ill be there. A： Well be expecting you then. B： Thank you for calling. A： Youre welcome. Good-bye. B： Good-bye.,（Miss Wa

8、ng is calling Mr. Brown to put off an appointment. ）（A： Miss Wang； B： Mr. Brown） A： Good morning. May I speak to Mr. Brown？ B： This is Brown speaking. Whos calling， please？ A： This is Wang Hua from Hero Pen Factory. B： Oh， Miss Wang， whats happened？ A： Its about the appointment with our manager. Im

9、extremely sorry he cant see you at two oclock this afternoon. You see， something unexpected has come up. He has to attend a very urgent meeting.,Case 3,B： So you want to cancel the appointment. Thats too bad. A： No， not exactly. Actually we just want to put it off until supper time. After that well

10、invite you to dinner. B： Well， so much the better. Why didnt you mention it in the first place？ A： I only want to give you a surprise. We have also invited some of the government officials to be present at the dinner， so that you can find out something about the policies. B： Thats wonderful. Thank y

11、ou very much for what you have done for us.,Types of arranging appointments,Cancel appointment,Arrange appointment,Delay/change appointment,Confirm appointment,Make appointment,Receiving Visitors,Receiving visitors,Case 4,A: Excuse me! Are you Mr. Johnson? B: Yes, thats right. A: How do you do, Mr.

12、Johnson, my name is Tom lee, the sales manager of the ABC company. B: How do you do, Mr. Lee glad to meet you. A: Me too, I came to pick up to your hotel. B : Thank you, you are very kind. A : How was your trip? B : No, not very good, I was airsick A : Do you feel better now? B : Yes, but I feel ver

13、y tired, because its a very long trip. A : Lets go, lets get you checked in the hotel. B : Ok, Thank you A : Let me help you with your luggage. B : It doesnt matter, thank you, I can handle by meself. A : Please wait for me here, I am going to the parting lot to drive my car. B : Ok, no problem,Thin

14、gs to do:,1.确认对方身份并作简要的自我介绍 Confirm the information of the visitor and making introduction,2.询问对方旅途是否愉快 Asking about the journey,3.与对方确认一下接下来的时间安排 Confirming the schedule,Marlin: Ms. Jones? Ms. Jones: Yes, Im Miranda Jones from Flora Garment Trading. Mr.Lin: My name is Lin Hua. Im the Sales Manager

15、for Baiyun Sweaters. How do you do, Ms Jones? Ms. Jones: How do you do? Its very nice of you to come to meet me. Mr Lin: Youre welcome. And may I introduce my secretary, Miss Wang? Ms. Jones:Sure. Its a pleasure to meet you, Miss Wang. Miss Wang: The pleasure is mine. The flower are for you, Ms. Jon

16、es. Ms.Jones: Oh, thank you. They are beatuiful! Youre very kind.,Situation: Mr Lin and his secretary, Miss Wang, are waiting at the international Arrivals Hall at an airport. Mr. Lin holds a liarge sign reading “ Welcome Ms. Jones”and Miss Wang holds a bunch of flowers. Ms. Jones walks through the

17、Green Exit. And then she sees the sign, waves, and goes towards them.,Mr Lin: How was your flight, Ms Jones? Ms.Jones: Very nice. The service on board was superb. And I managed a few hourss sleep, so I feel fine now. Mr Lin: Im glad to hear that. Oh, let me help you with your luggage. Ms.Jones: Than

18、k you.,Mr Lin: Is this your first to China? Ms.Jones: No. But its my first visit to Guangzhou. I hope it wont be my last. Mr Lin: I hope you will have a pleasant stay here. Ms.Jones: Im sure I will. Mr Lin: Our car is out in the parking lot. Shall we drive to your hotel now? Ms.Jones: Yes, thank you

19、. Lets go. Miss Wang: This way, please,Situation: They walk out of the Hall and head for the parking lot and then drive to the hotel.,Miss Wang: Here we are, Ms Jones. This is the White Swan Hotel. Weve reserved a room for you on the 6th floor with a balcony overlooking the park. Ms. Jones: Thank you very much. It very considerate of you. Miss Wang: Well. Thats the least we could do. ( In