2 Customer Service 物流英语 unit2

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物流专业英语UnitTwo课件

3 In a broad point of view, logistics
information also contains commodities
trading information and marketing
information.
Commodities
trading
information means selling and purchasing
Introduction
1 Part of an organization’s ability to use
logistics as a competitive weapon is based on its ability to adjust logistics performance in real time. This means the ability to monitor customers demands and inventory levels as they occur. A logistics information system which will impact all of the logistics activities must be integrated. Such system also must
7 Logistics information management is not only about dealing with the information about procurement, selling, storage, transportation and other logistics activities, but also every decision making about supplier selection, marketing plan and

物流英语第二章第二节教案

画难点各词的开头字母CALS
11.CAM
特别解释和带读manufacture制造
画难点各词的开头字母CAM
12.CAO
画难点各词的开头字母CAO
13.CAPP
特别解释和带读process工艺
画难点各词的开头字母CAPP
14.CAU
画难点各词的开头字母CAU
15.CBD
画难点各词的开头字母CBD
CP俄罗斯用于产品上的认证标志，表示产品符合安全标准
6.DDU ( Delivered Duty Unpaid)未完税交货价
7.DEQ ( Delivered EX Quay )目的港码头交货价
8.DES ( Delivered Ex Ship)目的港船上交货价
9.DG ( Dangerous Goods )危险物品
10.DIN德国用于电子产品上的标志，表示产品合格
难
点
让学生区分省略语的意思
教学回顾
说明
教案内容
时间分配
教学活动/内容
教学方法
与手段
资料
工具等
10
Step 1 Review
复习A开头和B开头的英文省略语
1.读
2.背重点
3.做题
读背
做题
40
Step 2 Presentation
一、C开头
1.3C顾客、竞争、变化
特别解释和带读customer顾客、competition竞争
CRM客户关系管理
CRP ( Continuous Replenishment Program )连续补库程序
CSA加拿大的认证标志，表示产品安全格
CTM ( Cargo Transfer Manifest)航空转动舱单

物流英语电子

Text 1 What is Logistics
【Para 4】Importance of Logistics Management（物流管理的重要性） • In practice, logistics refers to the systematic management of the various activities required from the point of production to the customer. However, logistics management means different things to different organization. In today‟s volatile economic environment, logistics management is becoming more important than ever before. Getting the right amount of goods to the right place at the right time is critical, especially in an age when budgets are tight and customers‟ demands are unpredictable.
• Text 1 What is Logistics • Text 2 Activities in Logistics System
பைடு நூலகம்
Text 1 What is Logistics
【Para 1】The Definition of Logistics（物流的概念） • There are various definitions of different edition. But in general, there are mainly two types of definition in practice. • In Chinese Logistics Terms, logistics means the pgysical movement of goods from the supplier point to the receive point. based on practical need, integrated organically the variety of the basic functional activities including transportation, storage, loading and unloading, handling, package, distribution and information management, etc.

物流职业英语unit 2

Chapter 2 Warehouse and Inventory Management 仓库及库存管理
◆ Knowledge: ABCs of Warehouse and Inventory Management 知识：仓库及库存管理常识 ◆ Dialogue: Visiting a Warehouse 对话：参观仓库 ◆ Case: Inventory Management in Apparel 案例：服饰库存管理 ◆ Document: Sea Waybill and Air Waybill 单证：海运提单与空运提单 ◆ Grammar: Modal Verbs 语法：情态动词
Ⅱ. Based on the above passage, answer the following questions. 1. What is the definition of warehouse and warehouse management? _____________________________________________________________________________ Warehouse is a storage facility that receives goods and products for the eventual distribution _____________________________________________________________________________ to consumers or other businesses. Warehouse management is the process of coordinating the _____________________________________________________________________________ incoming goods, the subsequent storage and tracking of the goods, and finally, the _____________________________________________________________________________ distribution of the goods to their proper destinations. 2. How does the warehouse management increase quality and efficiency? _____________________________________________________________________________ Organized warehouses provide the foundation for quality and efficiency in an environment _____________________________________________________________________________ that is often fast-paced and chaotic. Strategic inventory storage decisions, enabled by a _____________________________________________________________________________ warehouse system with the flexibility to accommodate numerous inventory statuses, _____________________________________________________________________________ locations and types of ownership, give companies a distinct competitive advantage. 3. What is the definition of inventory? _____________________________________________________________________________ Inventory is defined as the stock of any item or resource in an organization. It includes all _____________________________________________________________________________ goods and materials that are used in the production and distribution process. Raw materials, _____________________________________________________________________________ components parts, subassemblies, and finished goods are all part of inventory, as are the _____________________________________________________________________________ various products and supplies required in the production and distribution process. 4. What are the key benefits of Just-in-Time inventory management? _____________________________________________________________________________ The key benefits of JIT inventory management are: low inventory, low wastage, high quality _____________________________________________________________________________ production, and high customer responsiveness. 5. What’s the difference between merchandise inventory and manufacturing inventory based on the examples given in the above text? _____________________________________________________________________________ Merchandise inventory refers to the items you buy from other artists and crafters to sell in _____________________________________________________________________________ your own gallery or shop, while manufacturing inventory consists of the items you make.

物流英语Unit 2

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be concerned with 关心／在意 The company is very concerned with feedbacks from their clients. 公司很关心客户的反馈。 The new president is specially concerned with the improvement in logistics management. 新的总裁尤其关心如何改善物流管理。
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7. Consistency refers to a firm's ability to perform at the expected delivery time over a large number of performance cycles. 一致性是指公司在预定发货时间内完成超绩效任务的能力。
It was reported that more than 170 thousand people died in the 2004 tsunami. 据报道，至少有十七万人在2004年那场海啸中丧生。
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④ It + seems / appears / happens等不及物动词 + that…
你昨天没看成那部电影真遗憾。
It is a truth that there would be no new China without the Communist Party. 没有共产党就没有新中国，这是毋庸质疑的。
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③ It + be + 过去分词 + that …. 该句型常见动词有：say, hope, think, suppose, expect, report, know, believe, decide等。

物流专业英语参考答案

ReferencesUnit 1 An Introduction to Business LogisticsPart II. Exercises for Dialogue 1Answer the following questions according to the dialogue.1.Logistics means to supply the right product at the right time in theright quantity in the right condition at the right place for the right customer at the right price.2.It includes the procurement, maintainance, distribution andreplacement of personnel and material.3.These two concepts are the same meanings. Logistics is generalmeaning and includes military definition and business definition.Business logistics stresses special term on a trade or business. Exercises for Dialogue 21.(Opening)2.(Opening)Part III. Practical ReadingsExercises for Text 1I. Answer the following questions:1. Business logistics means to be defined as a business-planning framework for the management of material, service, information and capital flows.2. Business logistics involves the following activities: demand forecasting,procurement, materials handling, packaging, warehouse and inventory management, ordering processing, logistics communications, transport, customer service and so on.3. The role of logistics is to maintain the balance between the minute details and the main elements involved in a product.II.1.商务物流管理有不同版本的不同定义 2 必要资源的利用3. 逆向货物的搬运4. 人员和材料的补充5. 复杂信息6. 现代的商业环境7. 需求预测8. 设施场地选择9. 公司最重要的财富10. 公司战略抉择走势评定III. definitions—heart---output---service---strategyIV. 1. 这一非常宽广的物流观点把单一的供应链与贸易公司的方方面面整合在一起。

Unit 2

Unit 2—An Important Factor一个重要因素Pre-texting1. One of the key activities is customer service, which cooperating with marketing, sets customer service levels.2. The basic task of customer service is to determine customers’ needs and wants for logistics customer service.3. One of the basic tasks of a logistics analyst is to determine customer response to service.4. Customer service is a process of providing significant value-added benefits to the supply chain in a cost-effective way.5. Availability is the capacity to have inventory when it is desired by a customer.6. Inventory can be classified into two groups: base stock determined by forecasted requirements and held to support basic availability, and safety stock to cover demand that exceeds forecasted volumes and to accommodate unexpected operational variances.7. Consistency refers to a firm’s ability to perform at the expected delivery time over a large number of performance cycles.8. Operational flexibility refers to a firm’s ability to handle ex traordinary customer service requests.Text—Customer ServiceIt is universally acknowledged that products are of two kinds, products for customers and products for industrial use. As industrial products are not the key factors in planning a physical distribution strategy, they will not be mentioned in this text.就产品而言，普遍认为有两类，一类是消费产品，另一类是工业用途产品。

《物流实务英语》(英汉双语)

inventory
control,
information
processing, customer service must
execute together.
Summary本章小结
In this initial part a number of logistics definitions have been introduced. The important elements of logistics have been described, and these will be expanded in subsequent chapters of the book.
物流信息技术
Chapter1 Logistics物流
Chapter1 Logistics物流
● Part1 The definition of Logistics物流的定义 Part2 7R theory of logistics 物流“7R”理论 Part3 Main activities of logistics system 物流系统的主要活动 Summary本章小结 Exercises 习题
Case Study
How a bottle of Coca Cola coke moves to an end consumer?
Learning Objective【学习目标】
● To learn the definition of logistics. ● To learn the 7R theory of logistics. ● To learn the activities in logistics源自 True or False 判断对错
1.There are a variety of definition about the term "logistics", each have slightly different meaning.

物流英语unit 2 Customer Service and Logistics-文档资料48页

Unit 2 Customer Service and Logistics
Contents
I. Role of Logistics in Marketing Mix II. The definition of customer service III. Importance of customer service in logistics IV. Logistics service quality management V. Three levels of customer service in
Role of Logistics in Marketing Mix
Logistics / SC interfaces with marketing and production
The definition of customer service
Three components of customer service
• Superior customer service is often achieved through a combination of fast response, local presence, and quick, reliable delivery.
Logistics service quality management
– To enjoy perfect order, customers need to meet requirements such as providing substantial business volume, establishing the collaboration and so on.
Issues in improvement of customer service

职场英语二册unit2客户服务意识

Ask open-ended questions
Probe further to understand customer needs by asking open-ended questions that encourage detailed responses.
Paraphrase and confirm
complaints.
Standardizing service procedures
03
Establishing clear and consistent service standards to
ensure quality customer experiences.
Establish good customer relationship management
1 2 3
Collecting customer feedback
Regularly soliciting customer feedback to identify areas of improvement.
Segmenting customers
Understanding different customer segments and tailoring services to their needs.
01
02
03
Personalized service
Tailoring services to individual customer preferences and needs.
Cross-selling and upselling
Proactively suggesting additional products or services that might interest customers.

物流英语unit 2

•另外一个就是外部借贷，例如银行贷款或者是信用卡余额。 •ex- 从；外；离；除；exchange v.交换, 兑换 exclusion n.排除 •从（船上、工厂）交货 ex ship/works ,FOB. •以前的；加在名词前，expresident, exwife
3.available
New Words and Phrases
Text 1 What is Customer Service
【Para 1】What is Customer?（什么是客户？） In logistics system, the term customer means the object of delivery, or simply speaking, persons or units that receive the goods. In practice, it can be considered as being composed of two parts ---internal and external customers. The internal customers involve persons or departments within a firm. In contrast, external customers, in the supply chain, range widely from wholesalers, retailers, end-users to other down-stream enterprises. Whoever the customers are, their demand for logistics service acts as a driving force that stimulates the development of logistics.

Unit 2物流英语

请稍等· · · · 不好意思，她不在。要留言吗？ Hold on a moment````Sorry,she isn't in. Can I take a message?
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句型小结

Telephones
This is...(speaking)/here.我是· · · Can/May I speak to...? 请找· · · Is...in/there?
Unit 2
Customer Service
1
Telephoning Skills

打电话 (Make a call) 接电话 (Answer the phone)
2

打电话 (Make a call)
(1）喂，我是…

Hello.This is…(speaking). Hello.This is …here.
12Fra bibliotek询问对方公司名称和姓名我可以知道您的姓名和公司名称吗？ May I have your name and your company’s name? 请问有什么可以帮到您？ Is there anything I can do for you?

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接听电话的标准程序
第三步
认真倾听，并对电话进行分类处理。
打电话
Who's calling/Who's that speaking?你是· · Hold the line, please. 请稍等。接电话 Hold on a minute/moment. Would you like to leave a message? 留言吗? Can/May I take a message？

《物流英语》习题答案

第一单元物流概述听力材料：Ⅰ. Listen to the sentences and fill in the blanks with what you exactly heard.1. Logistics is a hot topic in China and the whole world.2. Logistics is a discipline worthy of attracting the best and the brightest peoplefrom all walks of life.3. Our work is mainly to move goods and information at the lowest possiblecost.4. Modern logistics is related to the efficient flow of materials and information.5. The overall goal of logistics is to achieve a targeted level of customer serviceat the lowest possible total cost.Ⅱ. Listen to the dialogues and fill in the blanks with what you exactly heard.1. A: The development of logistics can date back to ancient times in China.B: Really? Could you give me an example?A: Of course. In the Three Kingdom Period, Zhuge Liang invented wooden horses to transport food for his army.B: It is so amazing!2. A: I’m a little nervous about the interview.B: Please be relaxed. You are always very good!A: Will they recruit（招聘）only male staff?B: I don’t think so. Successful organizations are recruiting a variety of peoplefor their logistics management positions because diversity gives them anedge in the highly competitive global marketplace.Ⅲ. Listen to the passage and fill in the blanks with what you exactly heard, the first letters have been given.Many businesses that deal with supply of goods or services have their own logistics department. For example, a company supplying motor cars around the world will have a logistics team. The manager will oversee the process from the point of origin to the point of consumption. The team will deal with the acquisitionof cars from the customers as well as the delivery of parts and materials from suppliers. The suppliers and customers may be located in different countries.课后习题：Text 1Ⅰ.1. B2. D3. A4. C5.BⅡ.1. F2. F3. T4. T5. FⅢ.1. refers2. control3. inventories4. financial5. minimum6. combination7. achieved8. requirementsⅣ.1. modern logistics2. containerization techniques3. raw materials4. in-process inventory5. finished goodsⅤ.1．物流涉及订单管理、包装、运输、仓储管理、物料搬运等。

物流专业英语教程(吴尚义)——上学期考试复习资料

•Unit 1•Logistics system •Logistics management •Supply chain management (SCM) •Raw material•In process inventory •Finished goods •Customer service •Inventory control •Transportation •Warehousing•Material handling •Distribution center (DC) •Business logistics•Service logistics•Military logistics•Event logistics(翻译见下)•物流系统•物流管理•供应链管理•原材料•在制品库存，在制品•完成品•客户服务•库存控制•运输•仓储•物料搬运•配送中心•企业物流•服务物流•军事物流•活动物流•Unit 2•Supply chain•Supplier•Manufacturer•Distributor•Retailer•Intangible assets•Tangible assets•Supply system •Distribution system•Pull system•Push system•Pull-push system翻译见下•供应链•供应商•制造商•分销商•零售商•无形资产•有形资产•供应系统•分销系统•拉式系统•推式系统•推拉结合系统•Unit 3•product promotion •inventory management •warehouse operations •product transportation •customer support •after-sales service •product selection •transportation services •warehousing services •Financial service •make loans•credit analysis•due invoices翻译见下•产品促销•存货管理•仓库运营•产品运输•客户支持•售后服务•产品选择•运输服务•仓储服务•金融服务•提供贷款•信贷分析•到期发票•Unit3•客户满意•客户维系•交易营销•关系营销•常旅客计划•内部客户•外部客户•客户忠诚•前置时间•完美订单•服务细分（翻译见下）•Customer satisfaction•Customer retention•Transactional marketing•Relationship marketing•Frequent Flyer Program•Internal customer•External customer•Customer loyalty•Lead time•Perfect order•Service segment•Unit 4•indoor operation入库作业•warehouse management在库管理•warehouse operation出库操作•Replenishment补货•Order picking订单拣选•Order selection订单拣选•delivery note 提货单•Temporary storage (planned storage)计划性库存•Semi-permanent storage (extended storage)非计划性库存•Seasonal items配合季节性产品•Erratic demand items 需求变动大的产品•Product conditioning产品状态的控制•Speculative purchases推测性产品•Discount products折扣性产品•Public warehouse公共仓库•Private warehouse自用仓库•Contract warehouse契约仓库•general merchandise warehouse for manufactured goods普通仓库•refrigerated storage warehouse冷藏库•bonded warehouse保税仓库•special commodity warehouse特种商品仓库•bulk storage warehouse散装仓库•perishable items易腐烂产品•Customized (tailored) service定制服务•tank storage 灌储•unit 5•cycle (base) inventory 周期基本库存•safety (buffer) inventory 安全缓冲库存•in-transit( pipeline) inventory 在途供应线库存•speculative inventory 投机库存•dead stock 呆滞库存•average inventory平均库存•订货周期(order cycle time)•个案完成率(case fill rate)•产品线完成率(line fill rate)•订单供货率（order fill rate) •Opportunity cost机会成本•marginal cost 边际成本•Risk cost 风险成本•Fixed re-order inventory level定量订货法•Fixed time re-ordering 定期订货法•Economic order quantity 经济订货批量•Just in time production 准时制生产•Inventory turnover ratio库存周转率•Zero Inventory 零库存•Push system or Make-to-stock (MTS)推动式系统•Pull system or Make-to-order (MTO)拉动式系统•Hybrid system 混合系统•Dependent demand相关需求•Independent demand独立需求•VMI: Vendor-managed Inventory供应商管理库存•CRP: Continuous Replenishment持续补货•QR: Quick Response快速响应•ECR: Efficient Consumer Response有效客户反应•Unit 6•the consumer package消费者包装•the industrial package工业包装•集装袋（flexible container）•托盘（pallet）•集装箱（container）货柜•射频技术Radio Frequency Identification•运输标志（Shipping Mark）唛头•指示性标志（Indicative Mark）•警告性标志（Warning Mark）•Unit 7•Economy of scale规模经济•Economy of distance距离经济•Intermodal transportation 多式联运•Hybridsegment。

物流英语课件第2章

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Warehouse management and inventory control
Warehouse site selection and layout planning
01
Site selection criteria
Accessibility, proximity to suppliers and customers, land and construction costs, labor availability, infrastructure, and safety considerations
Analysis of Common Logistics Terms
Packaging
The process of enclosing or protecting products for distribution, storage, sales, and use Packaging is an important aspect of logistics as it ensures the safety and effective transportation and handling of goods
• Company background: Brief overview of the e-commerce company, its business model, and the market it operations in
• Delivery strategy analysis: Detailed examination of the company's delivery strategy, including its transportation mode selection, distribution center operations, and last mile delivery approach