个人金融业务英语服务手册.ppt

1、个人金融业务柜面英文服务用语Personal Banking Service in English2009年12月,日常接待和服务 Daily Reception and Service,金融服务英语,日常业务 1,deposit存款 withdraw 取款 balance 余额,current deposit / account活期存款 time deposit / account定期存款 to close / clear an account 结清 deposit book / passbook 存折,讨论：零存整取怎么说？Installment saving,1、词汇,What sort

2、 of account do you want/like ? 请问您要开立哪种帐户？ How much do you want to deposit / withdraw? 请问您想存（取）多少钱？ I want to deposit 300 yuan into my account.我想在我的户头上存300元。,2、常用句型,日常业务 1,What denomination do you want? In what denomination? How would you like to have it? 请问您需要哪种票面的现金？ Id like to make a money/ an ac

3、count transfer 我要转帐。 I want to deposit these cheques into my account.我想把这些支票存在我的户头上。,日常业务 1,Id like to report the loss of my credit card and cancel it. 我要办理信用卡挂失并取消那张卡 Do you offer inter-bank transfer service? 你们有跨行转帐的服务吗？ You need to pay the fee for TT. We will charge commission for TT. 办理电汇要交手续费。

4、We will charge a collection fee of 2 Yuan. 我们要加收2元人民币的费用。,日常业务 1,你必须把大小写的数额都写上。 Please write the amount both in numbers and in word . 请填好这张申请表并签上您的名字。 Please fill in this application form and sign your name.,日常业务 1,最低金额为一元。 The minimum amount is one Yuan. 最小起存金额为一元。 One Yuan is the minimum original

5、deposit. 您必须在开始存入50元。 You have to deposit an initial amount of 50 Yuan.,日常业务 1,B: Good morning, sir. I am from Japan. Can you help me? 顾客：你好，先生。我是日本人。你能帮忙吗？ A: It is my pleasure, what can I do for you? 职员：很高兴为您效劳，我能为您做点什么？ B: Oh, I want to change some money, but I do not know how to fill out the exc

6、hange memo. 顾客：啊，我想兑换些钱，但不知道怎样填写兑换水单。,日常业务 1,3、情景对话 （分角色朗读对话）,A: Would you mind to give me your passport and write down your name on this paper? 职员：您能把您的护照给我，并把您的名字写在这张纸上吗？ B: Here are my passport and name. My name is Tanaka. 顾客：给你护照和姓名，我叫田中。 A: Good. I will fill out the exchange memo for you now. W

7、hy do not you take a seat over there for a moment? 职员：好，我现在就为您填写这张兑换水单。您请在那里坐一会行吗？ B: OK. Thanks. 顾客：好的，谢谢。,日常业务 1,A:Please keep your exchange memo safely , if you will have Renminbi left, you may convert the unused Renminbi back into Japan yen with this exchange memo 职员：请您保管好您的这张兑换水单, 以便您有没用完的人民币的兑

8、换成日圆 B: Thank you indeed. I will do that. 顾客：我会保管好的。谢谢 A: Not at all. 职员：不用谢。,日常业务 1,情景对话,A: Excuse me, sir. Is there anything I can do for you? B: Yes. Id like to change some money, please. A: All right. How much would you like to change? B: Let me see. I think maybe 600 USD at least. A: Pardon? B:

9、 Six hundred US dollars. A: Im sorry, sir, after 7:00 PM, the change maximum limit is US $400 according to our regulations. B: But I am badly in need of the amount. Might I ask you to make an exception for me? A: Im afraid we cannot help you, sir, because that would be violating the Regulation. I ow

10、e an apology for doing nothing about it B: Its just too bad. I have to leave it as it is, and thank you just the same.,A: I need to open a savings account. Whats the procedure for it? B: First,you need to complete a deposit slip. A: Any fees for the service? B: No. There isnt any service charge. Wou

11、ld you like to have a password? A: Yes, Id like to. B: Please press the buttons on this machine, and enter your pin number for four digit. What sort of account do you want? A: Id rather open a current account. B: The annual interest rate is 3.5%. A: Good. Id like to deposit 300 dollars,情景对话,常用句型,可以出

12、示一下您的护照么？ Would you mind showing me your passport? 可以看一下您的身份证么？ Could you please show me your Identity Card?,日常业务 1,汇率显示在那边的电子屏幕上。 The exchange rate is shown on the Electronic Rate Board over there. 今天人民币兑美元的汇率是725元人民币兑100美元。 Todays exchange rate of RMB to USD is 725 Yuan to 100 dollar. 美元的买入价是725元人

13、民币兑换100美元。 The buying rate of US dollar note is 725 Yuan per 100 dollars.,日常业务 1,一年定期存款的利率是3.78%。 The interest rate of one year time deposit is 3.78 percent. 我们执行中央银行许可的利率政策。 We pay the interest at the rate permitted and indicated by the Central Bank.,日常业务 1,调解纠纷,confiscate 没收 forged notes 假币 counte

14、rfeit 伪造 relevant 相关 regulation 规定 technical examination 技术鉴定 understanding 理解,1、词汇,Calm down /cool down 冷静 Serious 严重的 Misunderstanding 误会 Improve 提高、改进 Suggestion 建议 Regret /apologize 抱歉 Assistant manager 经理助理 Discuss 讨论 Disturb 打扰,Sir, I am the service manager. Would you please tell me what happe

15、ned？ 先生您好，我是服务经理，您能告诉我是怎么回事么？ Well, please calm down, I think there is nothing serious and I can help you with the problem. Come with me, please. 请您先冷静下来，我认为事情并没有那么严重，我可以帮助您解决问题，请跟我来。 We are sincerely sorry for this misunderstanding, but could I ask you for your cooperation and understanding? 对于这个误会

16、我们感到非常抱歉，但是我希望能够得到您的理解与合作，好吗？,2、常用句型,After technical examination, we find this note is counterfeit. 经过技术鉴定，我们发现这张钞票是伪造的。 According to the relevant regulations, forged notes are to be confiscated. 根据相关规定，假币应该没收。,3、情景对话,A:Good morning,Im the service manager. Would you please tell me what happened? 早晨好

17、，我是这里的服务经理。您能告诉我是怎么回事吗？ B:This lady told me my notes are counterfeit! Its unbelievable ! 这位女士告诉我的钱是伪钞！太不可置信了！ A：Well, please calm down, I can help you with the problem.Come with me ,please. 嗯，请您冷静一下，我可以帮助您，请跟我来。,A:Im sorry to tell you ,madam.Our general manager is not available at this moment.But Id

18、 be more than glad to get our assistant manager for you if you like. 太太，很抱歉告诉您，我们的总经理现在不在。但是如果您愿意，我非常可以带您去见我们的经理助理。 B:OK. 好的。 A:one moment,please. 请稍等。 C：OhIm sorry madam,after technical examination,we find your note is counterfeit. According to the regulations, forged notes are to be confiscated. 噢

19、很抱歉，太太，经过技术鉴定，您的这张钱币是伪造的。根据规定，我们应该没收您的假钞。,外币兑换 Foreign Currency Exchange,1.Foreign exchange rate 外汇汇率 frin 2.exchange memo 水单 iksteind memu 3.the Administration of Foreign Exchange(SAFE) 外管局 dministrein 4.the Central Bank 央行 5.China Banking Supervisory Commission(CBRC) 银监会 sju:pvaizri kmin 6.US doll

20、ars 美元USD 7.Pound sterling st:li 英镑GBP 8.Euros 欧元EUR 9.Japanese yen日元JPY 10.Hong Kong dollars港币HKD,1.询问兑换何种外币？ A:What kind of currency do you want to exchange? B:I want to exchange some US dollars into RMB. A: Sorry, we dont change Swiss Franc at present. 2.询问兑换多少？ A:How much would you like to chang

21、e? B: I want to change 500 dollars.,3.确认客户是否带了护照 Do you have your passport? /Please show me your passport. 4.告知客户兑换的利率 B: Could you tell the exchange rate A: Its RMB 691.85 against 100 US dollars. Its RMB 691.85 per 100 US dollars. The exchange rate today is 6.9185 RMB to one US dollar.,5.请客户在水单上签字

22、Please sign your name at the bottom of the exchange memo. 6. 完成兑换并提示客户保管好水单 Here is your exchanged RMB and your passport. Please keep this memo carefully. You have to show the memo to the bank when you convert any unused RMB back into foreign exchange.,外籍人士人民币（收入）购买外币,根据我国外汇管理规定，外籍人士可以凭护照兑换等值500美元的外

23、币。如果超过等值500美元，需要提供护照、收入证明和相关完税证明 According to Chinas FX regulations, foreigners could exchange 500 USD OR equivalent , if you want to exchange more than 500, we need your passport, income certificate and relevant tax completion/fulfillment certificate.,剩余人民币兑换成外币,A: Good morning, Sir, what can I do

24、for you? B: Yes,please. I have 2000 yuan , and I want to change back into US dollars. A: Certainly, please show me your passport and the exchange memo. B: Exchange memo? A: Yes, it is the Certificate proving that you exchanged your countrys currency into RMB when you first came to China. Or: Yes, th

25、at is the certificate from the bank when you changed your money into RMB yuan.,B: OK, I see. Here it is. A: Thanks. Please wait a moment. B: OK. A: Todays exchange rate is 7.1000, and here are the cash and your passport. B:Thanks. A You are welcome. Bye and have a nice day. B: Bye.,旅行支票Travelers Che

26、ques,常用词语 支票： Checks/Cheques 旅行支票： travelers cheques 购买旅支协议书： Purchase p:ts Agreement/ Purchase record 审核/查实： verify verifai 授权书： authorization :raizein letter 索赔申请表： Refund Claim Form 签名： sign or signature signit 复签： countersign kauntsain ,（一）旅行支票兑付 兑现的过程 询问客户出示护照或身份证检察初签当面复签核对初复签及支票真伪填制单证交付现金,询问客户

27、兑换需求 A:Can I help you? B: I want to cash some travelers checks? A:How much do you want to cash? B: I want to cash USD 500.,要求客户初具护照并在支票上复签 Can I see your passport or identity card? Please countersign the checks. I am sorry, your checks are already countersigned, could you please sign again on the ba

28、ck of check.,询问兑换币种，告知费率 A: What currency do you want, USD or RMB? B: I would like to have USD/RMB, please. A: We will charge 0.75% of the face value, which is USD3.75, the net amount after commission is USD 496.25.,外币兑换零钞将折算成人民币 As we do not offer small change of USD, how about we give you USD496,

29、for the change of USD0.25, we will give RMB equivalent. Todays/ now the Exchange rate is 7.0150, here are the exchange memo and the total RMB 3481.20.,抱歉不能兑换客户的旅行支票 Sorry, we are unable to cash your check as the signatures are different. Sorry, we are unable to cash your check right now, we need to

30、contact the service center of the issuing company, for authorization. Sorry, we are unable to cash your check, since it is a transferred one, we have to make a collection.,（二）购买旅行支票 询问兑换币种，告知费率 B: Can I buy travelers check here? A: Yes, how much would you like to buy? B:What is your charges/fee/ com

31、mission? A: Our charge is 0.1%,询问客户需要的旅行支票面额 A: We have two kinds of traveler checks, one is USD 100 par value , another is USD 50 par value, which do you like? B: I would like to have 300 in 100 denomination , and rest 200 in 50 denomination.,提醒收妥购买协议并在每张支票上初签 Here are the purchase agreement and th

32、e checks, please sign on each check. Please keep the purchase agreement carefully and safely, in case for future use.,（三）旅行支票遗失处理 请问您把“购买旅行支票协议书”带来了吗? Have you got your “Purchase Agreement” with you? or: Do you bring the Purchase Agreement with you? 2. 请赶紧和旅行支票公司联系。 Please contact the Travelers cheq

33、ues company as soon as possible， tell them all the particulars of the cheques., the loss and your personal information.,They will fax an authorization letter and a Refund Claim Form to our bank, and we will assist you in obtaining the refund. （按照他们传真过来的授权书和旅行支票遗失索赔申请表，我们将为您办理挂失理赔手续） 4. Lastly, pleas

34、e fill out the Refund Claim Form and sign your name. （最后请您填写遗失索偿申请表，并签上您的姓名）,银行卡业务Card business,常见词语,银行卡：Bankcard 借记卡：Debit debit card 贷记卡：Credit kredit card 挂失： Loss report 存款： Deposit dipzit 取款： Withdraw widr: ,境外银行卡能否在国内取款,B: I am from England, can I withdraw RMB using my credit card/visa card? A

35、: Yes, you may withdraw RMB cash from ATM.,外籍人士申请开立农行银行卡：只需出示有效的护照 A: Hello. What can I do for you? B: Yes. Can I apply for a bankcard? A:Certainly, can I have your passport. B: OK. Here you are. A: How much do you want to deposit?,申请银行卡,不懂汉语能从ATM提款么？ B: Can I withdraw money from the ATM? I dont rea

36、d Chinese. A: Dont worry, our ATMs are well-equipped. They have instructions in both Chinese and English.,ATM提款,B: Excuse me. Theres something wrong with this ATM, my card has been swallowed. A: Dont worry. Can I see your passport and the ATM receipt? Or: Wait a moment , please. Is this your card? O

37、r: Please sign your name here, and here is your card and the passport.,被ATM吞卡,A: Hello. What can I do for you? B: I lost my card. A: Now please fill out this form.The charge for loss report is fifteen Yuan. B:Everything is fine, and your money is safe now. Please come and collect your reissued/ new

38、card after seven workdays, Please remember to bring the receipt and your passport with you。,银行卡挂失,其他用语 You can make the loss report either via our call center 95599 or over the counter. There is no withdrawal or consumption record in your account today.,西联汇款,Vocabulary,西联汇款 Western Union Money Trans

39、fer 贵宾窗口 VIP counter 发汇业务/收汇业务 send money / receive money 发汇单/收汇单 Send Money Form / Receive Money Form 发汇人/收汇人 sender / receiver 服务费 bank charge / bank commission kmin 收 据 receipt risi:t 汇款监控号 Money Transfer Control Number 兑换单 Exchange Bill Note 客户服务中心 Customer Service Center,目录,客户到来时 发汇业务的正常情况 发汇业务

40、的非正常情况 收汇业务的正常情况 收汇业务的非正常情况 客户离开时,使用西联汇款业务是您明智的选择，西联汇款是全球速度最快的。 Western Union Money Transfer is your wise choice. It is the fastest way to transfer money worldwide,If you have time to say that, you might want to say something like:,请问您办理办理发汇业务还是收汇业务？ Do you send money or receive money?,当然，如果自己处理不了，你

41、可以：,请到贵宾客户窗/XX号窗办理西联汇款业务。 Please go to the VIP Counter / No. XX Counter,请稍等，我帮你找人来做 Please wait a second, I will get someone to help you,发汇业务的正常情况,请您填写发汇单。 Please fill in the Send Money form,Please fill in this form,请问您汇出多少钱？,How much do you want to send?,请出示您的护照和签证，谢谢合作！ Please show me your passpor

42、t and visa. Thank you for your cooperation,Passport please. Thank you,请您稍等，我将尽快为您办理好这笔汇款 Please wait for a minute. It will be OK soon,Please wait a moment. This shall take no time,如果你需要起身暂时离开一下，请一定要说一声：,I will be right with you,I will be back,您的汇款本金是500美元，服务费15元，一共是515美金,For your 500 Dollars, the ch

43、arges are 15 Dollars. Total amount 515 Dollars, please!,一些数字的简便说法：,1000 One grand,$5.26 Five twenty six,984,798,748,遇到这种情况最好还是挨个念数字的好,这是您的收据。请小心保管,Here is your receipt. Please keep it carefully,这是您的汇款监控号。 请将此告诉收款人，这样他/她取款会更方便,This is your Money Transfer Control Number. Please tell the receiver about

44、 it. He/She will get the money more easily with this number,This is your Reference Number. Please tell the receiver about it so that he will get the money easily,请告诉收汇人去就近带有西联标识的网点，带上他/她的证件，并且告诉柜员汇入金额、从何地汇入？如核实无误，她/他会收到这笔钱,Tell the receiver to go to the nearest place which has Western Union sign, an

45、d bring his/her certificate. Also she/he should tell the counter how much you send and from where. After checking, she/he will get the money,Please tell your friend to bring his ID and go to the nearest place which has Western Union service. Tell them how much and from where you have sent the money.

46、 When it is approved, he will get the money,发汇业务的非正常情况,对不起，您的款项有误。请您重新清点一下好吗,Excuse me? Im afraid your amount is wrong. Would you please check again?,对不起，您忘记签名了。请您在这里签名。谢谢！,Excuse me? You forgot to sign your name. Please sign your name here. Thank you!,对不起，电脑系统出故障了，请稍等,Im sorry. There is something w

47、rong with the computer system. Please wait for a while,收汇业务的正常情况,请您填写收汇单,Please fill in the Receive Money form,请填写汇款监控号，它将有助于您得到更快捷的服务,If you know the Money Transfer Control Number, please write it down here. It is quite useful for a fast service,请出示您的护照,Your passport please,请问您需要美元还是人民币？,Do you wan

48、t Dollar or RMB?,这是您的汇款1000美元和收据。请您把款清点一下！,Here is your money of 1000 dollars and your Receipt. Please check the amount,Here are your 1000 dollars and Receipt. Please check it,这是8100元人民币和兑换单，请您清点一下,This is 8100 RMB and the Exchange Bill Note, please check it,收汇业务的非正常情况,对不起！您填写的发汇人/收汇人姓名与我们的记录有些不同。您能

49、确认填写无误吗？,Excuse me！Im afraid the Senders/Receivers name you wrote is different from our record. Are you sure it is correct?,对不起！还是不对。我必须打电话给客户服务中心。请您稍等。,Sorry, its still wrong. I have to contact the customer service center. Please wait for a minute,对不起，让您久等了！我这就把款项解付给您,Sorry to keep you waiting! I c

50、an give you the money right now,对不起！您忘记签名了。请您在这里签名（收汇单和国际收支申报单的签名处）。谢谢！,Excuse me? You forgot to sign your name. Please sign your name here. Thank you!,客户离开时,感谢您选择我们的服务！,Thank you for choosing our service!,感谢您选择西联汇款！,Thank you for choosing Western Union Money Transfer!,很高兴为您服务！,It is my pleasure!,说再

51、见有很多种： Goodbye, Bye, See you, Take care,您能留下联系电话吗？款项到了以后我们给您打电话,Please tell us your telephone number; we will call you as soon as the money arrives,您的钱已经汇到了，一千英镑,Your money has arrived. A thousand pounds sterling,One thousand pounds/ One thousand sterling,20英镑是银行对国际清算收取的费用。这是对所有客户收取的标准费用,The 20 poun

52、ds are the bank charges for international clearing. This is the standard charge for all customers.,20 pounds is the standard charge for international clearing.,您要人民币还是英镑？,How would you like to have it, sir? In RMB or sterling?,外汇汇款REMITTANCE,Part I: Topic Introduction,Make inward and outward remitta

53、nce that focus on most international people, who either receive some money from abroad or would like to send some money out of China. 针对外国友人的汇入汇出业务的一些服务用语，其中既包括了把钱从国外汇到国内的服务用语，也包括了从中国汇出到国外的服务用语。,Inward Remittance 汇入汇款,The way of settlement that, entrusted by the customers, the foreign correspondent

54、banks or sister-branches remits the fund into the domestic bank and instructs it to pay the fund to the payee. The way of remittance includes telegraphic transfer (T/T), mail transfer (M/T), and bankers demand draft (D/D), among which T/T and D/D are used most commonly. 汇款包括电汇（T/T)，信汇（M/T)，和票汇（D/D)，

55、其中电汇和票汇最为常用。,Outward Remittance 汇出汇款,Outward remittance means the remitting bank, entrusted by the remitter, remit funds to his sister-banks or his correspondent banks by the certain instrument and instruct them to pay the certain amount to the nominated payee. The instruments of remittance includes

56、 telegraphic transfer（TT）, mail transfer(MT), and draft transfer(DD), among which telegraphic transfer and draft transfer are used most commonly. 汇款包括电汇（T/T)，信汇（M/T)，和票汇（D/D)，其中电汇和票汇最为常用。,Part II: Glossary,Outward remittance rimitns 汇出汇款 Inward remittance 汇入汇款 Foreign remittance 国外汇款 Domestic remitt

57、ance 国内汇款 Funds transfer 资金转移，汇款 Payer 付款人 Payee 收款人 Beneficiary .benifiri 收款人，受益人 Remitting bank 汇出行 Paying 付款行，汇入行,Mode of remittance 汇款方式 Telegraphic transfer(T/T) 电汇 Mail transfer(M/T) 信汇 Demand draft(D/D) 票汇，即期汇票 Draft 汇票 Bill of exchange(B/E) 汇票 Application for remittance 汇款申请 Advance remittan

58、ce 预付汇款,PART III: Common Expressions,How would you like to remit the money? 您想采用什么方式汇款？ What modes of remittance do you provide? 你们提供哪些种类的汇款服务？ The fee for D/D is higher. 票汇的手续费要高些。 How much would you like to remit? 您想汇多少钱？,The remittance fee is subject to the amount and the mode of remittance. 汇费取决

59、于汇款的金额和汇款的方式。 To whom do you want to remit it? 您想汇给谁？ When the payee presents the demand draft, the paying bank will honor it. 当收款人提示即期汇票时，汇入行就会兑付。,Part IV: Dialogues 对话,1.How to Make an Outward Remittance? 汇出汇款 2.How to make inward Remittance? 汇入汇款 3.How to make inward Remittance? 汇入汇款,1.How to Make an Outward Remittance? 汇出汇款,A: Good morning, Sir/Madam.