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1、Business Calls -商务电话,NO.06,2,Receptionist / Assistant (Caller),(Guideline for external calls to the company receptionist： （公司接待员接听外部电话的原则：）,3,Use a positive salutation.（用积极的问候语。） (Good morning,) Identify your company and yourself. （表明公司和你的身份。） (ABC Incorporated, Marie speaking.) Give a standard offe
2、r of service.（使用标准的服务客套话。） (May I help you?),4,Wait for the caller to identify herself / himself and to state her/his purpose.（等候对方说出其身份和来电话的目的。） (Hi, this is Sarah. Id like to talk to Mr.Long.) Give an appropriate response.（给一个恰当的回答。） (Just a moment, please. Ill transfer your call.),5,Guidelines fo
3、r external calls to an administrative assistant （公司行政助理接听外部电话的原则）,6,Use a positive salutation.（用积极的问候语。） (Good morning,) Identify your superior and yourself.（表明你的上级和你的身份。） (Mr. Longs office, Helen speaking.),7,Wait for the caller to identify herself/himself and to state her/his purpose.（等候来电话者表明他的身份
4、和目的。） (Good morning, Helen. This is Sarah. Can I speak to Mr. Long? Hes expecting my call.) Give an appropriate response.（给一个恰当的回答。） (Just a moment, please, while I put you through.),8,Guidelines for external calls to a departmental secretary /receptionist （部门秘书或接待员接听内部电话的原则）,9,Use a positive saluta
5、tion.（用积极的问候语。） (Good morning,) Identify your department and yourself.（表明你所在部门和你自己的身份。） (Marketing Dept. This is Lucy.),10,Wait for the caller to identify herself/himself and to state her/his purpose. （等候对方说出其身份和来电话的目的。） (Hi, Lucy. How are you doing? Is Jack around?) Give an appropriate response.（给一
6、个恰当的回答。） (Sorry, he just stepped out.) Possible return response.（可能得到的回答。） (OK, Ill call back later.),11,Usage,There are numerous variations as to how a business call might proceed. Following are some examples: （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：）,12,Salutation：招呼,Good afternoon,13,Identification：身份确认,
7、This is Jane at ABC Corporation ABC Corporation. Solanis here. Jane Solanis. ABC Corporation. (its acceptable to state either your first or last name only, or both),14,Offer of Service：提供服务,What can I do for you? Can I help you? Who would you like to speak to?,15,Responses：回答,May I speak to Please h
8、old. 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? Please have call me back.,16,Summary,In most, if not all, circumstances, a business call is the first point of contact between a company and its customers. Therefore, it is cri
9、tical that customers have a favorable experience. Proper business etiquette is conducive to maintaining and driving customer loyalty. It gives customers a good Impression and keeps them coming back!,17,在绝大多数情况下，公司和客户之间的第一次联系是通过商务电话。所以，让客户产生好感 很重要的。恰当的商务礼节有利于维持和提高客户对你的信任。留给客户一个好印象，他们会再来的。,18,附加内容,19,
10、More Tips,电话是一种重要的交际工具, 我们在同外国公司做生意时经常需要打电话。无论是打电话或接电话，人们都希望能以礼相待。,20,1. 打电话,选择适当的通话时间 Business call 9am-5pm Private call 9am-9pm 有急事，你可说： Im sorry to have called you this late, but Im sorry to have called you this early, but I hope I didnt wake you up. Did I wake you up? Im sorry to have waked you
11、up.,21,弄清对方是否是你要的号码或公司，然后再说明自己的姓名与公司,Is this 643-4868, please? Is this the ABC Company, please? 回答可能是： Yes, it is. No, it isnt.,22,如是对的，你可说： Hello. This is Chen Lin of the Shanghai Import and Export Corporation. Could I speak to Mr. John Smith, please? 对话中你无法听清，可请重复。 Pardon. （用升调） Pardon me.（用升调）,23
12、,注意汉语与英语在电话用语上的区别,24,如对方要找的人是你同事，而你想知道对方的姓名，你可问： May I tell him（her）who is calling, please? 如对方要找的是经理，而你是经理的秘书，则可这样说： Who should I say is calling, please?,25,善于处理分散注意力的事情,Excuse me one moment, please. Excuse me. Ill be pleased to talk with you after this call.,26,结束谈话,Thank you for taking the call.
13、Its been nice talking to you. I appreciate your taking the call.,27,2. 接电话,电话不要只响一次就接，应待电话铃响两三次后再接，这样打电话者有思想准备。,28,A: Good morning, ABC Company. This is Wang Dong. May I help you? B: Yes. Could I speak to Mr. Chen Ling, your sales manager, please? A: Hello. Sales Department. Zhao Peng. Who would you
14、 like to speak to, please? B: May I talk to Mr. Zhou Wei, please? A: Hold the line, please. Ill get him to the phone. 或One moment please. Ill get him to the phone.,29,如周先生正和另一人通话，你可问对方是否愿意等还是过后再打来。,Mr. Zhou is on another line now. Would you like to wait a minute, or would you prefer to call again?,3
15、0,如周先生不在办公室，你可告诉对方：,Mr. Zhou is not in now. Would you like to leave a message, or would you prefer to call again? 或Mr. Zhou is out. Could I take a message? 或Mr. Zhou is out now. Do you have any message I can pass to him? 或Mr. Zhou is out now. Shall I tell him you called, or would you like him to cal
16、l you when hes back?,31,对方的应答可以是：,Could you ask him to call me at 688-7688 between 9:00 and 10:00 tomorrow morning? My name is David Brown. Thank you. 或Ill call him back later. Thank you. 或I have something very urgent. I have to reach him as soon as possible. Where can I get him now?,32,认真负责地转电话,Jus
17、t a moment, please. Mr. Wang works in the Accounting Department. Ill transfer you there.,33,礼貌地结束太长的通话,Thank you for calling, but I have an appointment at 10:00. Its nice talking to you, but I have to attend a meeting at 3:00. Im expecting an important call. I hope youll excuse me.,34,对挑剔难弄的打电话者应有耐心
18、和礼貌,Im sorry, but I have trouble hearing you. Could you speak up? So you want to get a five percent discount on an order of ten tons. Do you mean to say that our price is a bit on the high side? Ill be glad to help you if you speak in a natural voice. Ill be happy to discuss the problem with you if you will calm down.,35,答应事后去电话,Im sorry I cant take your call right now because I have an emergency to deal with. Ill be happy to get back to you as soon as Im through.,