商贸英语会话

本书特色

《商贸英语会话》：新思维“十二五”全国高职高专系列规划教材

内容简介

本书围绕国际贸易活动的主要环节，以工作过程为导向，密切结合语言和实务，提供与典型任务相关的知识和会话材料以及实用多样的训练。

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插图：Tips for Telephone Etiquette:1. A warm, friendly, professional greetes includes company names, dept.　name （ifappropriate） and the person's name who answers the call. It is suggested that the greeting end witha helpful statement that assures the caller you are willing to help.2. One of the most important techniques in telephone etiquette is to actively listen to thecustomer. Listen for both the content as well as the intent. Usually the customer tells you both inhis/her opening statement. By listening actively to the customer's opening comments, you canthen respond with a statement that assures the customer you heard.3. Ask permission to place a caller on hold and get the caller's attention when you return.Most of us can remember all too clearly a time when we were placed on eternal hold and wonderedif we had been forgotten. A simple rule to remember: call the customer by name when you returnto the line and wait for her to respond, then continue.4. All companies have their own set of rules and terminology. These can sometimes beperceived as hot buttons for some customers as most of us do not want to hear quotes about whatyou can and cannot do from the company manual.5. If you know you can't do what the customer is asking, just tell him/her what you can do.There are usually alternatives that a customer will be willing to accept, if you just take time tooffer ！6. Since you are not face-to-face, the most important measure of good communication in thiscase is voice quality and tone. Keep it positive and enthusiastic. Remember, the image thecustomer has of the person who is answering your company's phone is the image the customer hasof your.7. Before the caller hangs up, make sure your customer service associate has expressed sincere gratitude for the customer's patronage.8. Run an extra mile for every customer —— every time ！ Take time to extend yourself in some way to