商务口语：怎样处理无法答复的情况

第一句：We'll try our best to satisfy our clients.

我们会尽力让客户满意的。

A: Excuse me? Are you listening to me?

喂？你在听我说话吗？

B: Yes, sir. We'll try our best to satisfy our clients.

是的，先生。我们会尽全力让客户满意的。

A: Oh? I want to know your solution.

哦？我想知道你的解决方法。

第二句：As soon as my supervisor1 comes in, I will contact you.

我的上级以来，我立刻就跟您联系。

A: I understand why you're upset, sir.

我明白您为什么失落了，先生。

B: Well then, do something about it.

那好，你怎么办？

A: I am very sorry, sir. But, at the moment, there is really nothing I can do. As soon as my supervisor comes in, I will contact you.

非常抱歉，先生。可这会儿我的确实无能为力。我的上级一来，我立刻就跟您联系。

根据客户关系管理（CRM）中的三角定律，客户满意=客户体验-客户期望值。客户期望值与客户满意度成相对反比，因此需要引导客户降低期望值并维持在一个适当的水平，同时客户期望值需要与客户体验协调一致。

其他表达法：

Let me just add these numbers up for you, and I should be able to give you an answer.

让我把这些数字加一加就能给你一个答复了。

I'm sorry to give you so much trouble.

抱歉给你添了这么多麻烦。

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商务英语常用语:商检用语编辑:Smart （一）Shall we take up the question of inspection today? 今天咱们讨论商品检验问题吧。The inspection of commodity is no easy job. 商检工作不是那么简单。Mr. Black is talking with the Chinese importer about inspecting the goods. 布莱克先生与中方进口商就商品检验问题进行洽谈。As an integral part of the contract, the inspection of goods has its special importance. 作为合同里的一个组成部分，商品检验具有特殊的重要性。We should inspect this batch of porcelainware to see if there is any breakage. 我们要检查一下这批瓷器是否有破损的。The exporters have the right to inspect the export goods before delivery to the shipping line. 出口商在向船运公司托运前有权检验商品。The inspection should be completed within a month after the arrival of the goods. 商品检验工作在到货后一个月内完成。How should we define the inspection rights? 商检的权力怎样加以明确呢？I'm worried that there might be some disputes over the results of inspection. 我担心对商检的结果会发生争议。We'll accept the goods only if the results from the two inspections are identical with each other. 如果双方的检测结果一致，我们就收货。（二）Where do you wish to reinspect the goods? 您希望在哪里复验商品？The importers have the right to reinspect the goods after their arrival. 进口商在货到后有权复验商品。What's the time limit for the reinspection? 复验的时限是什么时候？It's very complicated to have the goods reinspected and tested. 这批货测试和复验起来比较复杂。What if the results from the inspection and the reinspection do not coincide with each other? 如果检验和复验的结果有出入该怎么办呢？（三）Who issues the inspection certificate in case the quality do not confirm to the contract? 如果货物的质量与合同不符，由谁出具检验证明书呢？The certificate will be issued by China Import and Export Commodity Inspection Bureau or by any of its branches. 检验证明书将由中国进出口商品检验局或其分支机构出具。The Inspection Certificate will be signed by the commissioner of your bureau. 检验证明书将由商检局局长签字。Our certificates are made valid by means of the official seal and personal chop of the commissioner. 我们的证明书以盖公章和局长签字为有效。As a rule, our certificate is made out in Chinese and English. 通常证明书是用中文和英文开具的。You may have another certificate showing the goods to be free from radioactive contamination. 你们还要出具另一份证明书，以证明货物没有受放射线污染。Our goods must be up to export standards before the Inspection Bureau releases them. 我们的货物只有在符合出口标准后，商检局才予以放行。Our Inspection Bureau will issue a Veterinary Inspection Certificate to show that the shipment is in conformity with export standards. 商检局将出具动物检疫证明书以证明货物符合出口标准。Is it convenient for you to engage a surveyor? 你们联系公证方便吗？We have the best surveyor, China Import and Export Commodity Inspection Bureau. 我们有最好的公证行，即中国进出口商品检验局。 商务英语谈判:商检词汇编辑:Smart Words and Phrases：inspection 检验inspect 检验to inspect A for B 检查A中是否有B inspector 检验员inspector of tax 税务稽查员 inspection of commodity 商品检验reinspect 复验reinspection 复验Inspection Certificate 检验证明Inspection Certificate of Quality 质量检验证书Inspection Certificate of Quantity 数量检验证书surveyor 检验行，公证行Additional Words and Phrases Inspection Certificate of Weight 重量检验证书Inspection Certificate of Origin 产地检验证书Inspection Certificate of value 价值检验证书Inspection Certificate of Health 健康检验证书Sanitary Inspection Certificate 卫生检验证书Veterinary Inspection Certificate 兽医检验证书inspection of packing 包装检验inspection of loading 监装检验inspection of material 材料检验inspection of risk 被保险物价的检查inspection of storage 监装inspection of voucher 凭证检验inception of carriage 货车检查inspection of document 单证检查inspection of fixed asset 固定资产检查inspection of incoming merchandise 到货验收Inspection Certificate on Damaged cargo 验残检验证书Inspection Certificate on Tank 验船证书Certificate of Measurement & Weight 货载衡量证书Authentic Surveyor 公证签定人 inspection on cleanliness 清洁检验inspection on cleanliness of dry cargo hold 干货舱清洁检验inspection on cleanliness of tank 油舱清洁检验inspection and acceptance 验收inspection before delivery 交货前检验inspection after construction 施工后检验inspection during construction 在建工程检验inspection between process 工序间检验inspection report 检验报告inspection tag 检查标签Inspectorate General of Customs 海关稽查总局inspection and certificate fee 检验签证费to issue(a certificate) 发...（证明）Sworn Measurer 宣誓衡量人Underwriters Laboratory 保险商实验室Loyd's Surveyor 英国劳氏公证行 商务英语:不可不知的国际贸易用语编辑:Smart 国际贸易的价格表示方法，除了具体金额外，还要包括贸易术语，交货地点及所使用的货币。如 USD150 FOB Hongkong, STG2000 CIF Liverpool, 其中USD指的是以美金作价，而STG为英镑；Hongkong香港和Liverpool利物浦为交货地点；FOB 与 CIF 则为两个较为常用的贸易术语。以下是国际商会出版的《2000年国际贸易术语解释通则》中规定的全部贸易术语的分类。第一组：E组（卖方在其所在地点把货物交给买方）Ex Works (named place) 工厂交货（指定地点）第二组：F 组（卖方须将货物交至买方指定的承运人）FCA: Free Carrier (named place) 货交承运人（指定地点）FAS: Free Alongside Ship (named port of shipment) 船边交货（指定装运港）FOB: Free On Board (named port of shipment) 船上交货（指定装运港）第三组：C组（卖方必须签定运输合同，但对货物灭失或损坏的风险以及装船和启运后发生事件所产生的额外费用不承担责任）CFR: Cost & Freight (named port of destination) 成本加运费（指定目的港）CIF: Cost, Insurance and Freight (named port of destination) 成本，保险加运费（指定目的港）CPT: Carriage Paid To (named place of destination) 运费付至（指定目的地）CIP: Carriage and Insurance Paid To (named place of estination) 运费保险费付至（指定目的地）第四组：D组（卖方必须承担把货物交至目的地国家所需的全部费用和风险）DAF: Delivered at Frontier (named place) 边境交货（指定地点）DES: Delivered ex Ship (named port of destination) 船上交货（指定目的港）DEQ: Delivered ex Quay (named place of destination) 码头交货（指定目的地）DDU: Delivered Duty Unpaid (named place of destination) 未完税交货（指定目的地）DDP: Delivered Duty Paid (named place of destination) 完税后交货（指定目的地）

商务英语情景对话

新产品推荐 林先生:These are our new models. 这些是我们的新产品. 李小姐: What are their strong points? 有什么优点? 林先生: There's a lot to be said for them. In the first place.they are more durable than any similar ones on the market. 优点很多.首先.它们比市场上任何类似产品更耐用. 李小姐: Why does it take longer to wear out than the others? 为什么它比其他产品耐用呢? 林先生: The yarn is carefully selected for quality and woven very tightly in this fabric. 这纱的质量是经过精心挑选的.而且质地织得很紧密. 李小姐: Can you leave these samples with us? 可以把样品留下来吗? 林先生: How long do you want to keep them? 你要留多久? 李小姐: About three days. 大约三天. 林先生:

That's all right 好吧 In the telephone Daisy: Is Tom there? Tom 在吗? Gates: He’s not here right now. 他现在不在这里 Daisy: Do you know when he will be back? 你知道他什么时候会回来吗? Gates: He should be back in 20 minutes. 他应该二十分钟内会回来。 Daisy: Can I leave a message? 我可以留个话? Gates: Yes. Go ahead, please. 可以, 请继续。 Daisy: When he comes back, can you have him call me at (206) 5551212? 他回来后, 能不能让他打 (206) 5551212 这个号码给我?

商务英语情景对话订酒店房间

Booking Hotel Rooms （Tina and Minnie arrive at Garden Hotel. Minnie i s now asking something in the reception desk.） Receptionist：Good afternoon. Welcome to Garden Hotel. Can I help you, madam? Minnie：Well, I’m Minnie from ABC Company. I’d like to check in, please. Receptionist： All right. Do you have a reservation with us, madam? Minnie： Sorry, I didn’t book any room before. I would like to know which standard room do you have ？ Receptionist： Wait a moment, please. We have standard double room, and standard single room. What kind of room do you need? Minnie： W hat’s the price for standard single room？ Receptionist： oh，sir. The price for standard single room is 200 Yuan。 Minnie： OK. I’d like to check in a standard single room. Receptionist： All right. How many days are you planning to stay? Minnie： I want to stay here for 3 days. Receptionist： Wait a moment, please. Madam，please show your passport or ID card. Minnie： Here you are. Receptionist： Wait a moment ，please. Could you please fill in the registration card? Minnie： Sure. Here it is. Is it all right? Receptionist： Yes, thanks. Your room number is 202. Here is your key. The room bellman will show you to your room. I hope you will enjoy your stay. The check-out time is . of forth day later。 Minnie： Thank you. Receptionist： Y ou’re welcome. Good luck。