商务英语电话用语课件

商务电话用语 Make a business phone call 商1听一段录音听一段录音2生词学习1,call kl呼叫,打电话 call sb.up打给某人 make a call 打一个电话例句：Ill call you up later.我一会打电话给你。2,dial dal 拨（号）例句：Please dial 110 in emergency.请在紧急时刻拨打110.Sorry,you dialed the number 不好意思，你打错电话了。生词学习1,call kl呼叫,打电话33,telephone telfn座机telephone number 电话号码mobile phone mbal手机例句：Can I have your telephone number?你能告诉我你的电话号码吗？4,cutkt中断 Cut off 连接中断例句：The line is cut off 线路连接中断5,available velb()l在场，可用的例句：Hes not available right now.Can I take a message?他不在,我可以帮你传话吗？3,telephone telfn座机4Hold on 等一等Put through 接通电话Call back 回电话Right now 现在词组学习词组学习5接通电话的问候HelloHi,this is 接通电话的问候Hello6商务英语电话用语课件7How to introduce yourself on the phoneIdentify yourself at the onset of the callWhen you are introducing yourself on a business call,use both your first and last name and professional title,such as doctor or reverend,if it is related to the purpose of the call.When you are introducing yourself for a personal call,it is okay to use just your first name.How to introduce yourself on t8Ask to speak with the person for whom you are calling“May I speak with(persons name)?”Do not assume you are speaking with the correct person.If the person has already identified himself upon answering the phone,confirm that you heard the correct name before continuing.Make sure to listen to how the person introduced himself and repeat his name exactly as spoken including any professional titles and titles such as Mr.,Mrs.and Miss.Ask to speak with the person f9Introduce yourself again when the person for whom you are calling comes to the phone if he is someone other than the person who answered the phone.Introduce yourself again when 10State the purpose of your callThis includes the company or organization affiliation where applicable.An example of a proper statement includes,“I am calling on behalf of(company/organization name)in regard to(reason for the call).”When making a personal call to someone you recently met,begin the conversation by reminding the person when and where you met,for example,“We met Wednesday at the park.”State the purpose of your call11How to make an efficient call1,Set aside a specific time to make your phone calls.2,Have a calendar and a pen at hand.3,Gather all of your information and supplies before making your calls.have the number to call the name of the person you need to speak to have all of your personal info at hand i.e.-calendar,Full name,Address and Phone number and email to reach you at.How to make an efficient call1124,Think about what you need to accomplish with this call and make note of it.It can help to write down your talking points.Make note of any questions you need to ask.5,If you feel nervous or uncomfortable,take a moment to visualise the conversation in your mind and take a few deep breaths.6,When you are finished with the call take time to thank the other person and reiterate the important information.4,Think about what you need to13Tips&WarningsSpeak clearly and slowly and at a moderate volume when introducing yourself.Additionally,smile while talking to convey that you are happy and friendly.Listen carefully to the person who answers the phone.If he answers the phone by stating his name such as,“Hello,(name)speaking,”make sure to use the persons name in your introduction,“Hello(repeat name),my name is(your name).”Ask the person whether he has a moment to speak with you before starting the conversation.Do not assume the person can speak with you just because he answered the phone.Tips&WarningsSpeak clearly a141.Hello,this is operator.你好，我是电话接线员。2.Ill call you up later.我一会打电话给你。3.May I talk to Mr.McCoy?我想和McCoy先生说话。4.May I use the telephone?我可以使用一下电话吗？5.This is Sam calling.我是Sam。1.Hello,this is operator.156.Is that Mr.Sam?你是Sam先生吗？7.Yes,this is Sam speaking.是的，我是Sam。8.Whom do you wish to talk to?你想要和谁说话？9.Id like to speak to Mr.Jack.我想要和Jack先生说话。10.Ill connact you with his office.我通过他办公室电话和你联系。（或我会打电话到他办公室和你联系。11.Please hold the line.请不要挂线。6.Is that Mr.Sam?1611.Sorry,kept you waiting so long.Youre on.对不起，让你等这么长时间。请继续。12.The line is busy.电话占线。（或本线路忙）13.No answer.没人接。14.He is on the phone.他正在打电话。15.This telephone line is interrupted.这个电话线被打断。（或这个电话线被拔掉了。）16.The wire have got crowd.这个线路忙。（或电话占线）11.Sorry,kept you waiting so171.I would like to talk to Mr.Liao.1.我想要和廖先生说话。2.May I speak to Mr.Johnson please?2.我能和Jonnson说话吗？3.May I speak to your boss?3.我能和你的老板谈话吗？4.Is there anyone who can speak English?4.这里有人会说英语吗？5.Give me someone who can speak English.5.提供给我一些会说英语的人。1.I would like to talk to Mr.186.I would like to talk to someone in charge.6.我想和负责人说话。7.I would like to talk to your chief.7.我想要和长官说话。8.Let me talk to Mr.Wang.8.让我和王先生说话。9.Can I speak to Mr.Lee?9.我能李先生说话吗？10.When is he expected to be back?10.他什么回来？6.I would like to talk to some1912.Can you tell me what time Mr.Chen will be back?12.你能告诉我陈先生什么时候回来？13.Who is this please?13.请问你是哪位？14.Who is calling please?14.请问你找谁？15.May I have your name?15.能告诉我，你的名字吗？16.Whom are you calling?16.你要找谁？12.Can you tell me what time 2017.Will you please spell his name for me?17.你能为我拼写他的名字嘛？18.Please say it again.18.请再说一遍。19.Will you please repeat it?19.可以请你重复它吗？20.Will you speak a little louder?20.你说话可以大点声吗？17.Will you please spell his n21电话里经常听到的客服英语1、空号：中文：您好！您所拨打的号码是空号，请核对后再拨。英文：Sorry!The number you dialed does not exist,please check it and dial later.2、被叫用户关机：中文：您好！您所拨打的电话已关机。英文：Sorry!The subscriber you dialed is power off.电话里经常听到的客服英语1、空号：223、被叫不在服务区：中文：对不起！您拨打的用户暂时无法接通，请稍后再拨。英文：Sorry！The subscriber you dialed can not be connected for the moment,please redial later.4、主叫欠费停机/单向停机 中文：对不起！您的电话已欠费，请您续交话费，谢谢！英文：Sorry,your telephone charge is overdue,please renew it,thank you!5、用户申请临时停机/其他原因暂时停机：中文：对不起！您的电话已停机。详情请垂询1860英文：Sorry!Your telephone service is suspended,for more information,please dial 18603、被叫不在服务区：236、被叫停机：中文：对不起！您拨打的电话已停机。英文：Sorry!The number you dialed is out of service.7、被叫忙：（1）被叫用户登记了呼叫等待功能中文：您好！请不要挂机，您拨打的电话正在通话英文：Sorry!Please hold on，the subscriber you dialed is busy now,.（2）被叫用户未登记呼叫等待功能中文：您好！您拨打的电话正在通话中，请稍后再拨英文：Sorry!The subscriber you dialed is busy now,please redial later.6、被叫停机：248、中继忙/网络忙：中文：对不起！您拨打的用户暂时无法接通，请稍后再拨。英文：Sorry！The subscriber you dialed can not be connected for the moment,please redial later.9、被叫用户设置了呼入限制：中文：对不起！您拨打的用户已设置呼入限制.英文：Sorry!The subscriber you dialed has set barring of incoming calls.8、中继忙/网络忙：2510、国际长权限制：中文：您好！您的电话尚未登记国际长途业务，请办理登记手续。详情请垂询1860。英文：Sorry!You have not applied for IDD service,please make registrations.For more information,please dial 1860.11、GSM手机拨GSM手机加0：中文：请直接拨打对方手机号码，无需加0。英文：Sorry!Please dial mobile phone number directly,no need to dial 0.12、固定网拨本地GSM手机加0：中文：请直接拨打对方手机号码，无需加0。英文：Sorry!Please dial mobile phone number directly,no need to dial 0.商务英语电话用语课件26 13、拨号未加长途区号：中文：您好！请在号码前加拨长途区号。英文：Sorry!Please dial area code before the number you dialed.14、112紧急呼叫：中文：您好！匪警请拨110，火警请拨119，急救中心请拨120，交通故障请拨122，市话障碍请在112前加拨长途区号。英文：Hello!Please dial 110 for police,119 for fire,120 for ambulance，122 for traffic accident and dial area code before 112 for fixed-phone obstacle.15、其它运营商方向线路故障：中文：对不起！对方网络暂时无法接通，请稍后再拨英文：Sorry!The other operators network can not be connected for the moment,please redial later.13、拨号未加长途区号：2716、长权限制/非法主叫:中文：对不起！您的电话尚未申请此项服务。详情请垂询1860。英文：Sorry!You have not applied for this service,please dial 1860 for more information.17、被叫久叫不应 中文：对不起，您拨打的电话暂时无人接听，请稍后再拨。英文：Sorry!The phone you dialed is not be answered for the moment,please redial later.16、长权限制/非法主叫:28打电话必备第一句：自我介绍Hello,this is XXX from human resource.May I speak to XXX?你好，我是人力资源部的XXX。请问XXX在吗？举一反三：Good morning.This is XXX with ABC Company/Department,calling from Beijing/Shanghai.Can I speak to XXX?Hello.Its XXX from ABC Company.Is XXX here?打电话必备第一句：自我介绍Hello,this is XX292.打打电话必必备第二句：第二句：说明来明来电原因原因Im calling in regards to the order XXX made 3 days ago.我打电话来是为了问一下关于XXX三天前下的订单的情况。举一反三：Im calling to the annual report.Im calling about the contract.2.打电话必备第二句：说明来电原因Im calling i303.打打电话必必备第三句：第三句：Ta什么什么时候回来？候回来？When can I expect him back?他大概什么时候会回来？When will he be back?When would be a good time to reach him?When will she be available to take my call?3.打电话必备第三句：Ta什么时候回来？When can I314.打打电话必必备第四句：我能留个口信第四句：我能留个口信吗？May I leave a message for him?我能给他留个口信吗？Could you please connect me to his voice mail?I think Ill leave a message.4.打电话必备第四句：我能留个口信吗？May I leave325.打打电话必必备第五句：第五句：请Ta给我回我回电好好吗Please tell him/her that XXX called and have him/her return my call.请告诉他/她XXX打过电话，让他/她给我回电。Please let XXX know I called and have him/her call me back ASAP.Could you tell XXX to ring me back?5.打电话必备第五句：请Ta给我回电好吗Please tel336.打打电话必必备第六句：我再打第六句：我再打过来吧。来吧。Ill call again later.我再打过来吧。Ill ring back later.6.打电话必备第六句：我再打过来吧。Ill call ag34对话一1.Hello!你好！2.Hello!May I speak to Mr.Colin please?你好！我可以和克林先生说话吗？3.You must have the wrong number.There is no Mr.Colin here.你肯定打错电话了，这里没有克林先生。4.Oh,I am sorry.哦，对不起！5.Thats all right.没关系。对话一1.Hello!35对话二6.Hello,Sun Trading Company.你好，这是太阳贸易公司。7.Hello!May I speak to Mr.Sam please?你好！我可以和山姆先生说话吗？8.Im sorry,but Mr.Sam is not in right now.May I take a message?我很抱歉，山姆先生现在不在。我可以帮你留个言。9.No,thats all right.Ill call him again later.不用了，谢谢。我一会儿再给他打电话。10.May I have your name please?可以留下你的名字吗？11.Yes,Warren.好的。Warren12.How do you spell it?你能拼写一下吗？13.W-A-R-R-E-N.W-A-R-R-E-N。14.Thank you.Ill tell Mr.Sam you called.谢谢。我会告诉山姆先生你来过电话的。15.Thank you.Good-bye!谢谢，再见！16.Good-bye!再见！对话二6.Hello,Sun Trading Compan36