商务英语听说教程下unit1 Customer Service

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商务英语听说教程下unit10Trade Forms

Part A - Task 2 Conversation
On technology transfer We can transfer our technology to you. What about the payment for the technology? An initial down payment of 100,000 and a 5% royalty of the net sale price. Buying technology is better than buying the right to use the patent. Will the license be exclusive or non-exclusive? How can you make us master technological know-how? On processing trade How much is your rate of processing charges? Processing fee should be fixed upon the world labor price. The materials will be delivered to your warehouse at our expense. We can produce shoes according to buyer’s design and materials. Processing with supplied materials has been our usual practice. What products do you want by processing and assembling? What will be the quantity of the finished products?

商务英语听说教程下unit8Insurance

Part A - Task 2 Conversation
Introducing the insurance clauses …insurance is one of the major items of our company. FPA covers you against a total loss of your consignment. While WPA covers… FPA is not enough for a shipment of… Additional Risks have to be specifically applied for. This additional risk will subject to an additional premium. Premium rates vary with types of coverage, types of risk, destinations… The rate for the Risk of Breakage is…percentage. Generally speaking, this kind of insurance is covered only upon the buyer’s equest. You can read the details in the policy form for… Our insurance coverage is usually for 110% of the invoice value.
Making inquiries about insurance Can you explain the clauses of…? Which has a broader coverage? What are the differences between…and…? What coverage do you provide for my consignment? What coverage do you suggestபைடு நூலகம்I should take out? Our business is on the CIF basis. What coverage will you take out for the goods? Do you cover risks other than WPA? Which party will pay for this additional risk? How is the premium calculated? How about the premium rates?

商务英语听说教程下unit1 Customer Service

I’ll see what I can do.
Refunds are allowed.
Apology
I’ m sorry, there certainly seems to be a mistake.
questionnaire
1: Do they have a good attitude when answering the phone? 2: Will the customer be satisfactory with the after sales service? 3: How can customer service be outstanding?
Part A - Task 2 Conversation
1. The following is a conversation between Mr.Johnson and a Customer Service Representative in Speed Electricity. Listen to the conversation once and choose the right answer. What is Mr.Johnson’s problem?
customer service.
Declaring the problem
I’m really not happy witht satisfied with the service here.
I’m calling concerning my electricity bill.
Which of the following is NOT TRUE?
Mr.Johnson has used more electricity this month.

剑桥商务英语听力练习(1-5)录音脚本

剑桥商务英语（中级）听力练习1-5 录音脚本及参考答案2009年6月听力练习1Listening Part OneI. Questions 1-12●You will hear three telephone conversations or messages.●Write one or two words or a number in the numbered spaces on the notes or formsbelow.●After you have listened once, replay each recording.Conversation One (Questions 1-4)W: Personnel.M: Hello, it’s Tim here from Finance.W: Hi, Tim.M: I’ve had a letter from the Tax Office about a student who worked here last summer. I wonder if you could look it up in your records.W: Sure, what’s the name?M: The surname is Jaye, first name’s Steven.W: How’s he spell his surname?M: J-A-Y-E. Got that?W: Oh, yes, here we are, lives at 183 School Road, Barnfield.M: Yes, that’s the one.W: And you say he was working in Finance?M: U m…Customer Services, actually.W: Ah, they had lots of students working for them last summer.M: Well, the tax people want to know his exact job title, I’m not sure why.W: Mm…let me see. Oh, he was an office assistant.M: Right, got that. They also want to know about his monthly earnings.W: Let’s have a look. £538.70 a month. Oh, sorry, he was a scale one, so that’s £457.60.Anything else?M: That’s fine, thanks. I’ll send them the information today.Conversation Two (Questions 5-8)W: Hello, Black-Ball Printers. Julie David’s speaking. How may I help you?M: Hello, this is Mark Jones from Europe Holidays. I was hoping to speak to Steven Kirby about the stationary you’re printing for us.W: I’m afraid Steven is away until Friday.M: Oh, you see, I’m not v ery happy with the business cards and I want to see if I could make a couple of changes to the paper, too.W: Would you like me to pass on the message?M: Yes, please. The thing is I’ve just received your proofs. The cards themselves are fine, but you se em to have misunderstood the quantities. I’m sure I asked for 500 for eachof the Marketing Executives, and 750 for me but you’ve put everyone down for 750. W: Right, I’ve made a note of that. Is there anything else?M: Yes, well, this is my mistake really. Could you ask Steven to move the company logo further to the left? It’s too close to the address of the moment. I think that’s all for now.Thanks.Conversation Three (Question 9-12)W: Jeff?M: Yes?W: I just want to find the lines for the preparation for the delegation next week.M: Certainly. It’s Thursday, isn’t it?W: Yes. Now, can you make sure that each of them gets a name badge and the information pack? The badges are done but you need to prepare the packs with all relevant information.M: Ok, that shouldn’t take too long. What about catering?W: Coffee’s organized for 11:03, but lunch, it’s 1:00. We need to reserve it for 12 people.The office restaurant is close next week, can you ring the Park Hotel. The Grand Hotel was a bit disappointing last time.M: I’ll get down to that.W: Now, they’ll be coming straight from the station and the taxi would bring them to the front gate, so make sure you’re there to greet them. That’ll be about 10:00.M: 10:00, and then…W: …into reception, I think. Make s ure the new designs are on display. I want them to see those first.M: Ok.W: Oh, let me know if all is finalized. Bye.Listening Part TwoII. Questions 13-1713.W: Well no wonder the bank’s returned it unpaid. Look, the figures don’t match the amount in words. I expect someone was filling it in too much of a hurry. Let’s see, we’d better issue another one straight away to pay Mrs. Burton, because it’ll be another three weeks if we wait for the next cycle of payments. Her expenses on that sales trip were pretty high, and it wouldn’t be fair to keep her waiting much longer.14.M: Some of the suppliers are already asking about the increases. I’ll check, but I seem to remember from last week’s meeting that in the end we agreed on three per cent. So what I’ll do is go down each column and calculate the new amounts, and then it can be printed in time to be inserted into the new brochures. Can you check the figures for me, though, before it goes to the printers?15.W: We’ve just received the paperwork from you about cleaning our premises, and I have to say that it doesn’t reflect what we agreed in our conversation last week. For one thing, it says that we have to supply our security code, and for another it specifies monthly payment in advance, and I told y ou both of those were out of the question. I’m afraid I really can’t sign this. Could you send me a revised one?16.M: Of course, this only gives a very general picture. But as you can see, cash is a particularly healthy area. That’s even when we take in to account regular outgoings on loans and leasing equipment, which are included in the final totals. And even more significantly, unpaid orders are actually excluded from the final calculation. These represent a sum of approximately thirty thousand pounds. With that in mind, we can say that the company’s overall position is still strong.17.W: I’ve just asked the Arden Conference Centre about availability for our next training seminar, and they said they still haven’t been paid for the one before last, wh ich should’ve been dealt with six months ago. I’ve had to ask them to send a duplicate! We really must be careful. Arden give us very favorable prices, but we haven’t got a contract with them– Can you deal with it straight away so we stay in their good books?Listening 1 参考答案1. Jaye2. Customer Services3. office assistant4. 457.605. Europe Holidays6. business cards7. Marketing Executives 8. (the) (company) logo9. information pack 10. Park Hotel11. front gate 12. new designs13 E 14 B 15 G 16 F 17 A听力练习 2Listening Part OneI. Questions 1-12●You will hear three telephone conversations or messages.●Write one or two words or a number in the numbered spaces on the notes or formsbelow.●After you have listened once, replay each recording.M: Good morning, Oakleaf Business Training, how can I help you?W: Hello, my name’s Enid Steven of Up Leo Smith I’ve booked two one-day courses, but now I need to change one of them.M: Let me get your details upon the screen. Right, you’ve booked Report Writing next month.W: Yes, that one’s ok, it’s Taking Minutes that I cannot manage on the 8th of July. Do you know when it’s running again?M: Oh, let me see. Mm, not until the 18th of September, I’m afraid.W: That sounds fine. Oh, I think I’ll be abroad then.M: Then there’s the 1st and 13th, October.W: I like the late date, please.M: Fine, I’ll change your booking.W: Another thing. It says in your brochure everyone attending a course gets a certificate, but I haven’t received one for a course I took last January.M: Oh, I’m sorry about that. Which course was it?W: Ah…something to do with dealing with the public.M: Mm, that must be customer service.W: Sounds familiar.M: Ok, I’ll put it in the post today.W: Thank you very much. Goodbye.M: Goodbye.Conversation Two (Questions 5-8)M: Hello, **Telecoms.W: I’d like to speak to Tony Wilson, please.M: I’m afraid Tony isn’t available. Can I take a mes sage?W: Yes, please. I’m Sheila Dallas from World Net.M: Right.W: I’m ringing about the telephone system your firm installed here yesterday. We are not happy with it.M: Oh, dear. What seems to be the problem?W: First of all, your engineer said with th e number of the extensions we’ve got, 6 outside lines would be enough, but we asked for 8. And anyway, you’ve charged us for the larger system.M: Right, we’ll look into that.W: Then, whenever we try to transfer calls from one extension to another, we loose them.We’re following the instructions, but it just doesn’t work.M: I see.W: And finally, could you ask Tony to check the invoice please? He promised us a discount on installation which is shown on one of the equipment, but that isn’t there. M: Righ t, I’m sorry about that. I’ll get Tony to contact you as soon as he’s free.W: Thank you. Goodbye.M: Goodbye.M: Good morning. Marketing Department. Peter Menzies speaking.W: Hello. Could I speak to John Fitzgerald, please?M: I’m afraid he’s not in the office at the moment.W: Well, this is Elizabeth Parnell calling. I wanted to talk to John about the meeting next week. You see, I only get back on Tuesday night from a trade fair in the States.M: So, would you like me to give him a message?W: Yes, could you ask him if we can postpone Wednesday’s meeting? Till after lunch. That would be easier. It was originally going to be at ten a.m.M: OK. I’ll ask him to change it. I’ll get back to you with a time.W: Thanks. And could you also ask him to add another item for discussion at the meeting?I thought we were going to talk about the revised budgets –but I can’t see this on theagenda.M: OK. I’d better ask him to call you …W: Yes, please. I’m at Head Office at the mome nt. Can he phone me here today –I won’t be back at my own desk until tomorrow afternoon.M: Right, I’ll give him the message.W: Thanks.M: Bye.W: Goodbye.Listening Part TwoII. Questions 13-1713.W: Yes, it was interesting. Some of it was rather obvious, of course, like dressing smartly, making sure you arrive on time, that sort of thing. But there’s also quite a lot I’ve never really considered, like ways to interpret what the advertisement is really asking for, reading between the lines, and the section which lists some of the harder questions they tend to ask you with effective answers you can give.14.M: Invaluable, I’d say, such as how to prevent making some of the more embarrassing mistakes. It gives you kind of time scale to follow through. For example, they stress that you need to get publicity up running a good 6 months before you want to stage the event. And your main speakers booked earlier than that. They say you must make sure you got a good assistant to support you. Check the details.15.W: Actually, although it was a bit long, it was definitely useful. The trouble often is, when the management take on new staff, they don’t necessarily really know what skills and qualities are needed. I want someone who’s more than just a secretary ty ping out letters every day. I’m looking for a right hand, someone to do everything, and this book spells out what that means. It helps me to drop out a job description.16.M: Well, I wish I read it some years ago, that would have saved me from some of my worst inefficiencies. I recommend it to anyone. It shows you how to produce a perfect schedule for getting through your workload. Once you’ve got yourself organized, made lists of tasks and priorities, you can make best use of each and every day. Otherwise, you’re just constantly confusing your PA with endless requests all terribly urgent.17.W: Certainly, a lot of the book was very specialized, but it did give me an idea of how the agencies do the job. Of course, they are the people with creative ideas, the expertise, so I’m happy to trust the image development work to them, but I read the book so I could talk to them on equal terms about what we were trying to do and how well it fits in with our overall business strategy.Listening 2参考答案1. Taking Minutes2. 13(th) October3. certificate4. Customer Service5. Worldnet/ World Net6. outside lines7. transfer calls 8. (the) equipment9. trade fair 10. after lunch11. revised budget 12. Head Office13.H 14. E 15. F 16. A 17. D听力练习 3Listening Part OneI. Questions 1-12●You will hear three telephone conversations or messages.●Write one or two words or a number in the numbered spaces on the notes or formsbelow.●After you have listened once, replay each recording.Conversation One (Questions 1-4)M: Hi, Janet, this is Alan. I’ve just had an interesting conversation with a man form Electrolin. It should really be followed up with a visit or something, but I’m on a holiday from tomorrow, so could you do it for me?W: Sure. Is he interested in accountancy package?M: I wish he were. For the time being, he’s only asking about the customer database, something to keep a record of contacts and action taken.W: Okay. Who’s the contact person? Is the Sales Manager?M: Not this time. It’s the new Communications Director, Steve McCormack.W: Okay. The first thing I wanna do is look at it so I’ll give him a ring and suggest hecomes here for a product demonstration.M: That’s a good idea. Can you arrange it before I get back?W: I should think so. How urgent is it? Should I contact him immediately?M: I wouldn’t say it’s top priority, more like medium, I’d say. Get in touch with him when you got time. Anyway, thanks, bye for an hour. I’ll talk to you again soon.Conversation Two (Questions 5-8)M: Lightweight Cycles, Fill Mall, Sales.W: Hello, Fill. It’s me, Saundra.M: Hi, Saundra, what can I do for you?W: We’ve just got the Sales Literature for the Paris Trade Show next week and there’re some problems. Can you get it sorted out for me?M: Go ahead.W: First of all, we need some more catalogues for racing wear. There’s a lot of interest in it, especially the shorts and shoes.M: Okay, 30 enough?W: That should do it. And you know the little pull of leaflet for the children’s cycles. W ell, there’s a mistake on the 3rd page. The specifications for the wheels are wrong.M: Oh, that’s bad. We’ll change that and get you new copies by the weekend. Anything else?W: Eh…yes, the touring cycles, the lightweight ones. I cannot find any pricelist s for them.Please ask whether they’ve been sent out.M: Okay. And are you all right for the order forms?W: No, thanks for reminding me. We’re short of forms for spare parts. Could you send us some more?M: Right, got that.W: Ah…that’s it then. Thanks, F ill.Conversation Three (Question 9-12)W: Hello, APT Office Equipment.M: Hello, this is John Ryman from Planet Design Shops. I’m calling about our order for security camera. It’s been dispatched tomorrow and the driver will need delivery instructions.W: Okay.M: Address first. The old confirmation gave the Retail Park as the delivery address, but your invoice has our central branch, (oh) that’s not we’ll want it to be delivered, the confirmation was right.W: Okay.M: Now, parking. The spaces opposite the shop are for disabled drivers only, so your driver should use the loading area where he sets up your equipment.W: I’ve got that.M: We’ve had payment ready for you.W: That’s fine, thanks. I’ll make out the receipt for the driver to give you when he m akes the delivery. Will you be paying back by check?M: Yes.W: And you have something for the driver to collect, I understand.M: Yes. We’ve come to the end of the rental period on our photocopier; we bought a new model, so the old one’s to be returned.W: Right. The driver will call you tomorrow with a definite time.Listening Part Two13. EM: We’ve looked at various measures and would be making recommendations to senior management next week. We think the company should consider introducing an evening s hift to maintain 70% capacity on all the machines. We’re also aware the hold ups of the packaging line. And we’d like to bring in an additional machine and split the line in two. That’ll speed things though. We did consider bonus schemes for certain catego ries and employee but decided this wouldn’t have sufficient impact.14.ＦW: When we first required the factory premises, the rent was well within our means. But because that area of the city has developed more quickly than others, it’s now a prime site and the cost of retaining it has risen accordingly. In fact, we would make considerable savings by relocating to the industry estate on the other side of the town, which would improve product distribution anyway. A second suggestion is to vacate the top floor of the building. We do have a few staff now.15.ＣM: As you know, we adopted various measures 3 years ago with the aim of boosting sales.We managed to increase output and cut costs by introducing new machines. We also cut our profit margins still further. But even though we were able to lower prices as a result, I’m afraid we still didn’t meet targets. The demand for this particular commodity just isn’t there any more. So we should stop production as soon as current contracts expire.16.ＡW: I think your analysis of the situation is correct. The product is already doing very well but demand hasn’t peaked yet by any means, and if we want to take full advantage of the boom, we’ve got a step up our promotion and our mechanism and place to increase manufacturing capacity if necessary. And that means we’ll n eed additional funding before long. So let’s start approaching people who express interest as in the past.17.ＨM: 2 or 3 years ago, there were 10 or even 20 applicants for every job we advertised but things have changed. Unemployment in general is right down and every one is competing for workers now especially skilled labor. If we want to get good people and ret ain them, we have to offer a better package. I’m not suggesting we put wages up yetI think we are to try other things first, like one of welcome payments, relocationallowances and possibly loyalty bonuses.Listening 3参考答案1. customer database2. Communications Director3. product demonstration4. medium5. racing wear/ racing clothes6. specifications7. price lists 8. spare parts9. Retail Park 10. loading area11. receipt 12. photocopier13. E 14. F 15. C 16. A 17. H听力练习 4Listening Part OneI. Questions 1-12●You will hear three telephone conversations or messages.●Write one or two words or a number in the numbered spaces on the notes or formsbelow.●After you have listened once, replay each recording.Conversation One (Questions 1-4)W: Hello, this is a message for Max Jacobs. It’s Alison Gates from Merland Healthcare calling. We are currently working on the website for our healthcare products and we’re looking for a company like yours to develop a database for us. That the reason I’m contacting you is that I spoke to one of our suppliers and he was very positive about the work you’ve done for him. I’d be very glad if you could contact me. I’m away all next week, but I’ll still be able to access my emails. The best thing would be for you to email me at agates (all one word) @. “Howarth”s spelled “h-o-w-a-r-t-h”, then “.com”. If you are interested, the best thing would be for us to meet. It would also be useful f or you to talk to our IT Coordinator at the same time. So if you couldn’t cater your availability over the next a few weeks, that’ll be good. I look forward to hearing from you. Goodbye.Conversation Two (Questions 5-8)M: Mike Shepherd.W: Hello, it’s Karen Peterson here from Marketing. I’ve been called away on urgent business but I wanted to you to have my report on the MusicMate cassette player to discuss the directors’ meeting this morning.M: Oh right. Ok, then I’d better make a note of this.W: Right, MusicMate has been our second all-time best-seller with a reputation based on quality design and inexpensive price.M: Okay, I’ve got that.W: Sold originally only on the Asian market, it was then launched in Europe, which rapidly overtook Asia in sales volume, giving us a sure sign that the USA and even bigger market should be our next target.M: Fine. I don’t think we’ll be making any decisions about new market, though.W: Ok, back to the UK market then. I think it’s important not to neglect our loyal customers here. What would be really helpful would be a new advertising campaign, but I’m aware there is not enough in the budget for that. So I’m suggesting that the way forward is to offer greater discounts. This should form the basis for our marketing plan.That’s it. Oh, and also any rumors of my department warning to face our MusicMate or false? We’re very optimistic about its future.W: Fine. Well, look, it’s been a pleasure talking to you and…Conversation Three (Question 9-12)W: Mike, this is Tass el Jones. About the shareholders’ meeting on the 24th, the Managing Director says there won’t be enough room in the bank’s institute.M: Mm, so what’s the alternative?W: We contacted the Commercial Hall. They can take us but they need the booking immediately. You’ve got all the details.M: Okay. Ah…What do you need to know?W: First, how much seating should we book?M: Well, there are 720 shareholders but only about half of them will turn up. So 380 chairs would be adequate.W: Mm. What sort of equipment should we ask for?M: There’ll be five members of the board on the platform. They’ll each need a microphone and we also need a couple of OHPs, a video won’t be necessary.W: Right. And what about photocopies? I can see to those. What do we need done?M: Oh the agenda, that’s essential. The shareholders have already received the annual report of course, but there were some mistakes in it. So we need to hand out amended figures of the meeting. I’ll let you have those to copy.W: Ok, I’ll get them done and make sure there’s staff available to hand them out. I’ll talk to you later.M: Fine. Bye.Listening Part TwoII. Questions 13-1713.W: I only went because several colleagues who’ve been there before said how great it was. To be honest, I usually get bored at these events. Instead of just listening to someone talking, I’d rather be doing something, but as everyone have recommended it,I had high hopes that it would be good and I wasn’t disappointed. I found the speakerreally entertaining. The thing was he couldn’t cover everything. They should’ve alloweda full day.14.M: I know you are supposed to pick up lots of new ideas at these seminars and I suppose it was useful. I did get a few ideas which is just as well because now I got to give a talk to start on the same topic. What I was actually hoping for though was to be able to make the most of the opportunity in other ways, too. As some of the other participants I networked with may well become major clients, I’ll definitel y go again.15.W: The seminar was held in a really small hotel, I did wonder how much my company was having to pay for me to attend. I hope they think it was worth sending me along. I tried to take lots of notes just in case my manager ask me to write a report about it afterwards. I must admit though I didn’t write much, because although the speaker was highly entertaining, I couldn’t exactly say I learnt anything new. Shame really.16.M: Well, what we covered was all really important stuff, some of which was mainly common sense. And I’ll certainly be trying out the ideas I picked up. The trouble was, I know the speaker was someone quite well-known, he’s even had a book in the best-seller list, but his style wasn’t exactly entertaining. I noticed there were a few other participants looked rather fed up too. I was just glad it was only a half-day event.17.W: I usually enjoy seminars, it’s a chance to get away from the office, and there’s the opportunity to share experiences. I know these events aren’t cheap, especially when the speaker’s somebody well-known. At this particular seminar I went to, the speaker was unknown, so I was unsure how good it would be. But I found it really useful. It gave me new ideas on selling techniques which I’ve already start ed using with some success. So I’d say it was well worth the fee.Listening 4参考答案1. database2. supplier3. howarth4. IT Coordinator5. (quality) design6. Europe7. advertising campaign 8. discounts9. Commercial Hall 10. 380 (shareholders)11. microphones 12. amended figures13. D 14. G 15. A 16. E 17. F听力练习 5是书上的内容，题目在P65-66页上, 录音脚本在P155-156页上。

Customer-ServicePPT课件

7
Text 1 What is Customer Service
4 ． Customer service is normally defined as the service provided to the customer from the time the order is placed until the order is delivered. 客户服务通常被定义为从下订单开始到订单履行结束期间为客户提供的服务。
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Text 2 How to Improve Customer Service Level
New Words and Phrases
☺ urgency ☺ fiercely ☺ competitive ☺ retain ☺ formation ☺ implementation
n. 紧急，紧迫 adv. 强烈，极度地
25
Text 2 How to Improve Customer Service Level
3．Therefore, the managers are now going all out to improve their logistics system to deliver superior customer service. 因此，经理们都在尽其所能完善他们的物流系统以提供优质的物流服务。
14
Dialogue 1 Delay of Delivering
New Words and Phrases
☺ deliver ☺ render ☺ check ☺ awfully ☺ arrangement
v. 交付，递送 v. 给予，提供 v. 查询，核对 adv. 非常，十分 n. 安排
15

商务英语听说教程下unit8Insurance

Part B - Task 1 Vocabulary Building
Find out and write down the meanings of the following words.
making something dirty or harmful the amount actually invoiced and charged in accordance with custom money paid to an insurance company protect by insurance evaluate or estimate the amount of goods a ship can carry very similar or exactly the same very common and frequent enough in quantity or of a good enough quality much more than is reasonable or necessary something that influences what and how you do
主讲人：
Contents
Unit 1 Customer Service Unit 2 Promotion Unit 3 Trade Fair Unit 4 Trade Negotiation Unit 5 Quality,Quantity and Packaging Unit 6 Payment Unit 7 Transportation Unit 8 Insurance Unit 9 Disputes and Claim Unit 10 Trade Forms
also covers partial loss in all cases. W:Then WPA is broader. Well, actually, I’m thinking about to insure a batch of clothes to

03 Listening and Speaking商务英语视听说教程1

F 5. Mr. Taylor sometimes suffers from jet lag.
Mr. Taylor usually has no jet lag.
PART 3 LISTENING AND SPEAKING Activity 1 | Activity 2 | Activity 3 | Activity 4
PART 3 LISTENING AND SPEAKING Activity 1 | Activity 2 | Activity 3 | Activity 4
Unit 1 Pleased to Meet You
ACTIVITY 2
C. Group Work Make a self-introduction in groups of four. Then give a selfintroduction in class.
Unit 1 Pleased to Meet You
PART 3 LISTENING AND SPEAKING Activity 1 | Activity 2 | Activity 3 | Activity 4
Unit 1 Pleased to Meet You
ACTIVITY 1
T 4. Mr. Taylor is not tired because he had a good sleep on the plane.
Unit 1 Pleased to Meet You
ACTIVITY 1
C. Pair Work Work with a partner and do the following two tasks.
Task 1: Ask and answer questions about the people in the table.

商务英语听说教程下 Unit6 Payment

Comparisons: 1.Both are ways of paying without using cash. A cheque is used within a country,
but a B/E is used outside the country. The customer writes a cheque, but the supplier (the payee) draws us a B/E. 2.They are both means of payment in international trade issued by the importer’s bank. The importer, the Importer’s bank and the exporter’s bank must all pay a confirmed irrevocable L/C, but any of these might refuse to pay a revocable L/C. 3.Both are methods of payment for imported goods. They can be used together or separately. The supplier writes the B/E, but the importer’s bank issues the L/C (and the importer requests the L/C).An L/C gives details of the consignment and shipping arrangements, but an B/E does not. A B/E is negotiable but an L/C is not. 4.An order is a request for goods, but an invoice is a request for payment. Both show the same details of the goods, but the order might not show payment details. The customer sends the order to the supplier, and the supplier sends the invoice to the customer.

商务英语听说下册（参考答案）高等教育出版社

商务英语听说下册（参考答案）⾼等教育出版社Unit OnePart I Lead-i n1. 1) An inquiry is a request for in formati on.2) The importer usually inquires the exporter for information or an offer for the goods he wishes tobuy.2. A quotation is merely a notice of the price of certain goods at which the seller is willing to sell.3.1) B 2) C 3) APart II Liste ning & Speaki ng 1I Liste ning1. Liste n to the passage and fill in the bla nks.customers; a n ewly established firm; bus in ess relati ons; all the n ecessary in formati on; a new customer; cha nn elsa. banksb. Chamber of Commercee. bus in ess houseg. trade directoryi. market in vestigati onj. trade fairs and exhibiti ons2. Listen to the passage and fill in the missing information.the Commercial Councilor ' s offeoding exporter; a good market in our country; price; terms of payme nt3. Liste n to the dialogue and an swer the follow ing questi ons.1) Who is calling the manager of the exporting department?Joh n Smith from the Carter Tradi ng Compa ny.2) Why does he call the man ager of the export ing departme nt?He thinks that there might be some opport un ities betwee n the two compa ni es.3) What does he ask the man ager of the export ing departme nt to do?He asks the man ager of the export ing departme nt to send him brochures and illustratedcatalogues.4. Liste n to the passage and complete the no tes.1) teleph one, fax, or e-mail; the type of goods you are enq uiri ng about; give a lot of in formatio nabout yourself; any particular items you are in terested in2) specific and state exactly what you want; samples or patter ns; in vited to visit a showroom3) a prompt reply would be appreciated; a regular customer; quote competitive terms and offercon cessi onsPart III Liste ning & Speaki ng 2I Liste ning1. Liste n to two passages and complete the no tes.1) an action un dertake n by buyers; to acquire product details; the prices of goods; the termsof payme nt; un der what con diti ons the deal can be made; prompt, defi nite and helpful2) you should decide exactly what you want before you write; would be at a total loss to respond;without knowing your company's needs; should narrow down the type your compa ny would con sider; 3,000 copies a mon th; 25 copies at any one time; what you are look ing for; you motivate her resp onse2. Listen to a letter off inquiry and fill in the missing information.your inquiry of May 20; quoted; a range of desig ns and colors; in your market; catalogue; might be of in terest to youII In terpret ing(1)A: We're thinking of placi ng an order for Chin ese tea with you.B: Which would you prefer, black or gree n tea?A: Both are very popular in my coun try. Could I have a look at your samples?B: Sure. This is Oolong Tea from Fujian and Longjing Tea from the West Lake , …A: They are really very good in color and flavor. No wonder your tea has been wellreceived by so many people. Could you give me some in dicati on of your price?B: Here is our price list. All the prices on the list are subject to our final con firmati on.(2)A: Good morning, sir.B: Good morning. I ' veeen your catalogue and I ' rinterested in your Flying Pigeon Bicycle. I thi nk this type of bicycle will have a ready market i n Can ada. This is a list of my requireme nts.Could you quote us your lowest price CIF Van couver?A: We gen erally quote on a FOB. basis. Just a mome nt. I ' ll work it out for you.(3)A: Hello!B: Hello! I ' ve seen your catalogue and I ' m interested in some of your products.A: You chose well. These products are selling well in your neighborhood. I believe they will have a ready market at your end. B: Could I have a look at your samples?A: Sure. Here you are.B: I ' m verpleased with your products. I ' m considering placing anasrtteig as your terms and con diti ons are acceptable. A: Here is our price list. These products are in great dema nd at prese nt. So place your order early if at all possible.Part IV Suppleme ntary Readi ng1. A sales enquiry can be gen erated in a nu mber of ways. It can be a phone call, a letter, callfor ten der, fax or e-mail, or it may be as a result of con tact by a represe ntative through youradvertis ing, or direct marketi ng.2. Sales enquiries can be divided into active enquiries and passive enquiries.3. To take the active role.4. 1) Decide whether we can do what is required, and also whether we should do it.2) Produce an estimate or price accurately and quickly.3) Have a process for keep ing the customer in formed at various stages of the process.4) H ave a well-defined system of authorization, that does not impede progress, but does en sure decisi ons are made by the right people.5. Gen erally the steps are estimat ing, pric ing, and proposal.Unit TwoPart I Lead-i n1. Match the following currencies with their abbreviationsAustralia n Dollar AUDCan adia n Dollar CADHong Kong Dollar HKDNew Zeala nd Dollar NZDU.S. Dollar USDSwiss Franc SFrEuro Dollar EURGreat Brita in Pound GBPJapa nese Yen JPYSin gapore Dollar SGDRenminbi RMB2. Match the In coterms with their Chin ese equivale nts.CFR ( Cost and Freight)CIF ( Cost, In sura nee and Freight)CIP ( Carriage and In sura nce Paid To)CPT ( Carriage Paid To)DAF ( Delivered at Fron tier)DDP ( Delivered Duty Paid)DDU ( Delivered Duty Un paid)DES ( Delivered Ex-Ship)DEQ ( Delivered Ex-Quay)EXW ( Ex-Works)FAS ( Free Alo ngside Ship)FCA ( Free Carrier)FOB ( Free on Board)3. Open 成本加运费成本,保险费加运费运费和保险费付⾄运费付⾄边境交货完税后交货未完税交货⽬的港船上交货⽬的港码头交货⼯⼚交货船边交货货交承运⼈船上交货4. Open2. Liste n to the passage and fill in the miss ing words or expressi ons.1) offer; goods; a firm offer; non-firm offer; quality or specificati ons; details of prices; terms of payment; packing; buyer; counter offer; offercounter offercounter-counter-offer2) export ing; reve nue; Appropriate prici ng; establish all releva nt market data; a particular market area; adjust prices; supply and dema nd; rising or falli ng; profit margin; The quality and qua ntity of the products; fluctuati ons 3. Liste n to the passage and complete the no tes.quotes a price; taxes; gross prices; net prices; legally binding; when prices tend to fluctuate; are subject to change; hold the goods for a certain time; to protect their reputation; discounts; a trade disco unt; a qua ntity disco unt; a cash disco unt; a loyalty disco untPart III Liste ning & Speaki ng 2 I Liste ning1. Listen and fill in the missing information.A. 100 cases; 5 kilograms per case; at USD25; CFR Europea n main ports; September, 2002;five days.B. 50,000 tons; USD 225;C. 200 kilograms; USD 120; FOB Sha nghai.D. subject to our final con firmatio n; 8111 Pure Silk Fabrics; 382913-AB; 50,000 yards; inwooden cases; USD3.7 per yard CIF London; To be made in three equal monthly in stallme nts; March 23, 2002; to be ope ned 30 days before the time of shipme nt;E. letter; reply; Ju ne 1; offer; 80 metric to ns; 2002 Crop; USD765 per metric ton; June; tran sshipme nt; terms and con diti ons; in sura nee; 130%Part II Liste ning & Practice 1 I 1. 1) Liste ningListe n and write dow n the follow ing quotati ons. AUD 100 per doze nEXW Gua ngzhou per kilogram FCA Guan gzhouper set FOB Shan ghaiper un it FAS Sha nghai per piece CFR Hong Kong per metric ton CIF Sin gaporeper set CPT Geneva per kilogram CIP Gen evaper set Delivered at Sino-Mon golia n fron tier per piece DES Marseilles per unit DEQ Londonper metric ton Delivered at 5 Maple Road, Bonn, Duty Paid⑵⑶⑷⑹⑺(8) (9) (10)(11) (12) (13) CAD 200 EUR 137 JPY 597 HKD 167 SGD 463USD 800 CHF 2,629 USD 325 EUR 317GBP 500EUR 386EUR 1,000 per metric ton Delivered at Maple Road, Bonn, Duty Un paid2. Liste n to three paragraphs and fill in the bla nks1) coun ter-offer; offer; sellers; con sider2) buyers; bid; price; commodity; made3) an in termediary; the mon ey; 2% of commissi on; price reducti on; special disco unt ”； promoti ng and expanding sales; excluded from the export price.II In terpret ing(1)A: Here is our offer for 1,000 cases of jasm ine tea.B: Well, your price is too high to accept. It ' ll be veryndaRciatrfoisalEtDA: You must be aware that the price of jasm ine tea has bee n in creas ing.B: But Viet namese suppliers give a lower price.A: Every one in the trade knows that our jasm ine tea is far more superior.B: I don' deny the quality of your jasmine tea. But competition is keen. Manysuppliers are in fact cutt ing their prices trying to get a larger market share.A: So far, our product can han dle the competiti on well. We 've had many orders and moreare coming. It just shows that our product is competitive and our price is attractive.⑵A: Here is our price list. All the prices in the list are subject to our final con firmatio n.B: By the way, do you allow any commissi on?A: Well, our prices are quoted on an FOB net basis. As a rule, we don' allow any commissi on.B: But you know, we' rea commissi oned age nt. We do bus in ess on a commissi on basis. Commissi on tran sact ions will surely help to push the sale of your products.A: Yet your order is really not large eno ugh.B: What qua ntity would you con sider to be a large shipme nt?A: USD 500,000 or over.B: Wow, really substa ntial. Well, Mr. Chen, this is our first tran sact ion. Can you be more flexible and offer us more favorable terms? It might be possible for us to establish a Ion g-term relatio nship.A: O.K. We would grant you a 3% commissio n if you place an order of USD 400,000.B: We appreciate your concession very much. However, we can usually get a 5%commissi on from our Europea n suppliers.A: Mr. Gree n, our price itself is already favorable. It is for our future bus in ess that we makethis exceptio n. This is the best we can do.B: All right, we ' ll have to accept it.(3)A: Mr. Wright, here is our offer for 5,000 metric tons of grade A red beans, USD175 per metric ton, CIFC 5% Rotterdam.B: Your price is on the high side, Mr. Cha ng. It ' im possible for us to con clude any tran sact ions at this price.A: I don ' t know why you think so. Frankly speaking, we wouldn ou su'h taqUote y price if you were not our regular customer.I bet you can ' t get such a favorable pricefrom other suppliers.B: We got an offer from a Thaila nd supplier yesterday. Their price is 3% lower.A: You must take the quality of our red bea ns into con siderati on. Every one in this trade iswell aware that the Chinese Grade A red bean is of superior quality. So the price of grade A commodities ofcourse must be higher tha n those of in ferior quality. Besides, there is a strong dema nd for Grade A red beans. A lot of orders are pouri ng in from all over the world. Most of the importers think that our offer is reas onable. I believe you'll make profits buying at this price.⑷A: Your price is 5% higher tha n that of the last tran sacti on.B: You know product ion cost has in creased a great deal recen tly. We also n eed to con sider upward trends whe n we fix the price.A: But it will be very difficult for us to persuade our clients to buy at such a price. You'll have to reduce your price by 5%.B: Your counter-offer is far beyond my reach. We can ' t stand such a big cut.A: We make this coun ter-offer based on the offers from other suppliers. We made inq uiriesto some suppliers at the same time and found that your price is higher than the other suppliers.B: Could we just put this problem aside? Could you give me an idea of the size of your order first?A: It will largely depe nd on the price you offer. If you could make a 5% reduct ion, we would place an order of 100,000 pieces.B: All right. Shall we move together? We reduce the price by 3% on the con diti on thatyou in crease your order to 200,000 pieces. This is our rock-bottom price.A: O.K. Let ' s call it a deal.Part IV Suppleme ntary Read ing1. Pricing should be postponed until all of the other aspects of the transaction have been discussed.2. By presenting a more comprehensive negotiating package in a well planned andorga ni zed manner.3. The exporter should react positively by initiating discussions on non-price questions,in stead of immediately offeri ng price con cessi ons or tak ing a defe nsive attitude.4. The importer may press the exporter to make a concession on quantity discounts, disco unts for repeat ordersand improved packagi ng and labeli ng (for the same price).5. The importer may object to the in itial price quoted.Unit ThreePart II Liste ning & Speak ingI Liste ning1. Liste n to the dialogue and an swer the follow ing questio ns.1) Pillowcases, Article No. 201.2) 2,000 pieces.3) No. Because pillowcases Article No. 201 are the best selling goods. They are sold out fast every year.4) She has to pay a higher price in order to get 2,000 pieces.2. Listen to a passage and fill in the missing information.quotation of Nov. 15; with samples; quality; prices; place a trial order; Ladies ' nylon pants 20,000 pcs; USD0.20/pc; USD4000.00; Bags; 500 pcs; USD1.00/pc; USD 500.00; a good market; place further and larger orders.3. Listen to a passage and decide whether the following statements are true or false.1) F 2) T 3) F 4) F 5) T 6) T 7) F 8) TPart III Liste ning & Speaki ng 2I Liste ning1. Listen to three dialogues and decide whether the following statements are true (T) or false (F).1) F 2) F 3) F 4) T 5) F 6) F 7) T 8) F 9) F 10) T2. Liste n to a passage and an swer the follow ing questi ons.1) To check that the products are available and to confirm the order with the customer.2) No.3) The stock con trol system.4) You send an in voice to the customer.3. Liste n to a passage and fill in the bla nks.1) in terest; to make enqu ires; place an order; publiciz ing and promot ing; clie nt; delivery; replaceme nts; after-sales service2) letters, faxes or e-mails; a formal order; a firm order; terms and conditions; the articlenu mber; the port of dest in ati on; the payme nt terms; execute the orderII In terpret ing(1)A: we ve received your inquiry, Mr. Smith. But we are sorry to tell you that the goods you inquired for are out of stock. You ' ll have to woni t hfor two mB: Two mon ths! It will be too long. Our customers are in urge nt n eed of the goods.A: There ' s nothing we can do. Our products have been well received for their high qualityand reas on able prices. So dema nds have ofte n bee n exceed ing supplies. Though we havetried to speed up product ion, we still can ' t th e encreas ing dema nds. So I ' d like torecomme nd to you the HRF-279.B: Our clients are familiar with GSB-112, but not HRF-279. How do I know that it will sell well in our market?A: Don' tworry. The HRF-279 has been selling well in Europe and in Southeast Asian countries.I ' m sure it will have a ready market at your end.B: I hope so.⑵(On the phone)A: We have received your sample and are very satisfied with it. WW ll be placing a trial order for 50,000 sets. The order form will reach you tomorrow.B: We re glad to accept your order. May I remind you that the sample should be added as part of the first shipme nt.A: No problem. When ever we place an order, we always ask for a sale by sample agreeme nt, so we can be sure of the quality of the product.B: Don' t worry. Our products are always as good as the samples we send.A:Thank you. If they sell well in our market, I can promise you that substantial orders will follow.(3)A: Hi.B: Hi. Nice to see you. How' s bus in ess?A: Not bad. How ' s everything?B: It is the off-seas on in my market, since spri ng festival has just passed. I found that yoursales of bicycles have been falling off lately, haven ' t they?A: That ' s because we have switchedcar accessories.B: Then, are you still han dli ng bicycles?A: I am, but not on a large scale. Are you thinking of plac ing an order for some bicycles?B: I ' m considering placingn order for 50,000 sets if your price is workable.Part IV Suppleme ntary Readi ng1. “ China ' s entry into the WTO is a historic event for China ' s opening and reform ”，strategic decision by the Chinese government faced with the situation of economicglobalizati on, and con forms with the target of China ' ope ning & reform and the con struct ion of a socialistic market econo mic system ” As a Ian dmark historicaldevelopment, China ' s entry into the WTO symbolizes a new phase of China ' s opening ar reform, and will have a significant and far-reaching impact on the economic and socialdevelopme nt of China in the new cen tury.2. According to WTO rules, all WTO members have the right to enjoy equal and justtreatme nt, and have the obligati on to observe the orga ni zati on ' s various regulati ons.3. The Chinese government has promised (1) to reduce the import tar肝of 5000 kinds ofgoods as of January 1 , 2002, bringing the overall tariff level down to 12% from 15.3%,with a reduct ion rate of up to 73%, (2) to elim in ate the quota lice nsing man ageme nt of foodstuffs, wool, cotton, acrylic fibers, polyester pellets, fertilizer, and some tires as of the 1st of January 2002. By January 1st of 2005, non-tariff measures for over 400 kinds of goods will also be elim in ated.4. The Chin ese gover nment should perform the obligati ons of Notificati on and Inquiry.5. China should “ makescientific analysis and comprehensive understanding of theadvantages and disadvantages, opportunities and challenges of entry into the WTO. When faced withadvantages, take opportunities and make positive use of them; with disadva ntages, work hard and strive to avoid risk ”. Unit FourPart I Lead-i n1. Match Colu mn A with Colu mn BRevocable L/C 可撤销信⽤证Irrevocable L/C 不可撤销信⽤证Sight L/C 即期信⽤证Usan ce/time L/C 远期信⽤证Docume ntary L/C 跟单信⽤证Clea n L/C 光票/⽆跟单信⽤证Stan dby L/C 备⽤/保证信⽤证Revo Iving L/C 循环信⽤证Red clause L/C 红条款信⽤证Reciprocal L/C 对开/互开信⽤证2. Open3. Below is a sample of irrevocable letter of credit which illustrates the various parts of a typical letter of credit.1. 1.2.3.2. No.3. within 21 days from B/L date4. Questi ons for reflect ion1) T/T 2) ope n accou nt 3) L/C 4) D/P 5) L/C 6) escrowPart II Liste ning & Speaki ng 1I Liste ning1. Liste n to a passage and fill in the bla nks.the letter of credit; reliable; safe; buyers; sellers; buyers; the ope ning bank; finance; collect ion; Documents against Payment; Documents against Acceptanee; expenses; procedures; a risk; actual payment; collecting; non-payment; shipping documents; D/P at sight; D/P after sight; immediate payme nt; D/P; make payme nt; 45; 90; the docume nts; pays; accepta nee; promise; the finan cial sta nding of the importer is sound; have convin ced; payme nt.2. Listen to the dialogue between the bank clerk and the customer and answer the following questi ons.1. To make an investigation of the financial position of the Malaysian Trading Company.2. Yes.3. RMB ￥ 898 in total.4. The results of the investigation of the financial standing of the Malaysian Trading Compa ny3. Liste n to a passage and decide whether the follow ing stateme nts are true (T) or false (F)1) F 2) T 3) T 4) F 5) F 6) T 7) T 8) F 9) F 10) TPart III Liste ning & Speaki ng 2I Liste ning1. Listen to a passage and fill in the missing information.export; irrevocable letter of credit; at sight; 30 days before shipment; the 15th day; documents against acceptanee; the payment method; through full discussion; our imports; payme nt by collect ion.2. Liste n to a dialogue and an swer the follow ing questi ons.A. To discount a time bill.B. A ninety-day bill for USD 9,876,000.C. Yes.D.3. Listen to a passage and decide whether the following statements are true (T) or false (F).1) T 2) F 3) F 4) T 5) TII In terpret ing(1)A: When should we open the L/C?B: The L/C must reach us one month before shipment. Since the goods are supplied from stock, you ' d better open the L/C as soon as possible, otherwise it may delay the shipme nt.A: If we open the L/C one month before shipment, it ' tie up our money. Would 15 days do?B: I ' m afraid not. It ' ll take us a lot of time to get the goods ready and book shipping space. You can ' t expect us to make delivery within 15 days.A: When are you going to ship the goods?B: The goods will be ready at the end of January. So if the L/C would reach us by January 1, we could deliver the goods in early February.A: Do you have any stipulations on the validity of the L/C?B: We gen erally require the L/C to remai n valid un til the fiftee nth day after shipme nt.A: Can we use Citi Bank as our ope ning bank?B: No problem at all.⑵A: I ' nChen Qiang of the Guangdong Silk Import & Export Corporation. 1 ' dke to talk to you regard ing your order No.123-456 with us.B: Is there anything wrong?A: Well, shipping space is all booked up. I ' mfraid we can ' deliver the goods on time. Could you exte nd the L/C un til the end of this mon th?B: No problem, but please try your best to solve the problem. The goods are seasonal commodities; we' ll have temeet the Christmas selli ng seas on.A: we ll try our best to ensure delivery in Mid -October.B: Thank you very much.A: You're welcome..A:(3 )So far we have already settled the problems of price, quality and quantity. Now what about the terms of payme nt?B: We only accept payment by irrevocable letter of credit payable against shipping documents.A: Could you be more flexible and accept D/A or D/P?B: I ' m afraid not.A: Frankly speaking, we have overstocked some other goods, and our floating funds areinsufficient. It ' ll tie up our money to open an L/C.B: I quite understand your position. But the problem is that the world economic situation isgoing downward and the financial market is fluctuating. We have to dobus in ess on an L/C basis so as to be guara nteed.A: Then could you accept 50% payme nt by L/C and the bala nee by D/P?B: Sorry, we are not in a position to do that, yet we could offer you more favorable terms ofdelivery in stead.Part IV Suppleme ntary Read ing1. An experie need export ing firm exte nds credit cautiously. It evaluates new customers with care and continuously monitors older accounts. Such a firm may wisely decide to deeline a customer ' s request for ope n acco untcredit if the risk is too great and propose in stead payme nt on delivery terms through a docume ntary sight draft or irrevocable con firmed letter of credit or even payment in advanee. On the other hand, for a fully creditworthycustomer, the experie need exporter may decide to allow a month or two to pay, perhaps even on ope n acco unt.2.1) Cash in adva nee;2) Docume ntary letter of credit;3) Docume ntary collecti on or draft;4) Open acco unt; and5) Other payme nt mecha ni sms, such as con sig nment sales.2. Drafts that are paid upon presentation are called sight drafts. Drafts that are to be paid at a later date, often afterthe buyer receives the goods, are called time drafts or date drafts.3. The exporter usually expects the buyer to pay the charges for the letter of credit, but some buyers may not agree tothis added cost. In such cases, the exporter must either absorb the costs of the letter of credit or risk losing that potential sale. Letters of credit for smaller amounts can be somewhat expe nsive since fees can be high relative to the sale.4. In a foreign transaction, an open account can be a convenient method of payment if the buyer is well established,has a long and favorable payme nt record, or has bee n thoroughly checked for creditworthi ness. With an ope n acco unt, the exporter simply bills the customer, who is expected to pay under agreed terms at a future date. Some of the largest firms abroad make purchases only on ope n acco unt.Exporters contemplating a sale on open account terms should thoroughly examine the political, economic, and commercial risks. They should also consult with their bankers if financing will be n eeded for the tran sact ion before issu ing a pro forma in voice to a buyer.Unit Five Pack ingI. Lead-i n1. Ope n2. Ope n3.1) gunny bags 2) foam plastic 3) keg 4) barrels5) crate 6) iron drums 7) paper bags 8) cart onsII. Liste ning & Speak ing 1I Liste ning1. Listen to the first part of a passage and fill in the blanks.damage free, dest in ati on, quality woode n, customized, mode of tran sportati on, certificatio n, vapor,2. Liste n to the sec ond part and complete the no tes.Cen trally located 5 miles land shipment, measured, location. loaded,end products, securi ng from theforklifts,overhead cranes,a cherry pickerand basic riggi ngIntern ati onalAirport; 5,500 30,000#tools, anassortme ntofsaws and drills, as well as a fullyhours a day, equipped mobile packing unit; on7 days a week.call 243. Liste n to a passage, and an swer the follow ing questi ons.1) To protect the commodity and keep it good in quality and in tact in qua ntity in the circulatio n process and to in crease the market value of the goods.2) Shipp ing pack ing is also called big pack ing or outer pack ing; the function of market ing pack ingis to protect the goods as well as to beautify and in troduce them.4. Liste n to the passage aga in, and complete the chart below.III Liste ning & Speak ing 2I. Liste ning1. Liste n to the ten sen ten ces and write them dow n.1) We are to use plastic wrappers for each shirt, so they are ready for window display.2) Please use no rmal export containers uni ess you receive special in struct ions from our age nts.3) The pack ing must be strong eno ugh to withsta nd rough han dli ng.4) As for the packing of the products, we ' d like to use crates.5) For this kind of product we export, each item is in dividually packed in plastic sheets.6) Every 24 pieces are packed in a paper cart on before shipp ing.7) This shipping mark indicates the total number of cases, the ordinal number of package andnu mber of the bill of lad ing.8) Pack ing charge is already in cluded in the price.9) Actually we keep mak ing improveme nts in our method of pack ing in order to meet the kee n competition in the world market.10) Each cart on is lined with waterproof paper, so the contents can ' t be spoiled by damp ness orrain.2. Liste n to the dialogue and an swer the follow ing questi ons.1) Each jar will be wrapped by tissue paper placi ng in its in dividual decorative cardboard. Thenwe pack the boxes in strong cardboard twelve to a cart on, separated from each other by corrugated paper dividers.2) They are fragile commodities.3) Details of weight, symbols of warnings and directions such as USE NO HOOK, STOWAWAY FROM HEA T, DONOT DROP, and FRAGILE, as well as B 's own marks.3. Liste n to the passage and do the follow ing exercises.A: 1) B 2) A 3) C 4) C 5) AB: Fill in the blanks according to the passage you v e just heard.1. sta ndard cartons, corrugated rolls, air bubbles, plywood boxes, mask ing tape, plastic andsteel straps, buckles2. Froze n goods, Perishables, Con sumable items3. gen eral cargo, pers onal bel ongin gs, pack ing, tran sportati on, in sura nce facilities。

bec中级第一辑听力原文

bec中级第一辑听力原文Man: Good afternoon. Stationery Supplies International, Customer Services Department, Michael speaking. How may I help you?下午好。

这里是Stationery Supplies International的顾客服务部，我是迈克尔。

请问有什么能帮您？Woman: Oh, hello. My name's Jennifer Gardiner. I'm calling from Fenmore Consultants. It's about the order which we received yesterday.你好。

我叫詹妮弗·嘉丁纳。

我是Fenmore咨询公司员工。

我打电话是想说我们昨天接到的货物。

Man: OK. Please can I have the order number?好的。

请问我可以知道订单编号吗？Woman: Yes，it's Z/3487/JF. The problem is we've received several incorrect items.好的，编号是Z/3487/JF。

我们收到了几件错误的商品。

Man: Oh dear, sorry about that. We took on some new staff this week and we've had a few problems.哦，十分抱歉。

我们这周招了几个新员工，造成了一些困扰。

Tell me what's wrong and we'll forward the correct order to you straightaway.问题出在哪里呢？我们将立刻给您派发正确订单。

Woman: Good. Well, firsly you sent the wrong size paper. We ordered 100 boxes of A5 papery, not A4.好的。

商务英语听说教程下 Unit4 Trade Negotiation

Part A - Task 2 Conversation
Acceptance Taking the quality into consideration, we accept your offer. We have faxed our confirmation of your order and you are requested to open the L/C as soon as possible. The price you quoted being found workable, we have faxed you our acceptance. Although the quotations are somewhat higher, we will accept the order on the same terms as before with the view of encouraging business. We have accepted your order of June 10th for 300 typewriters. We look forward to your acknowledgement of our order. Signing contracts There’re a few points we have to discuss again before we sign the contract. We both have to make some concessions in order to sign a contract. Do you think there is anything wrong with the contract? We’ll sign two originals, each in Chinese and English language. Both are equally effective. This contract will come into force as soon as it is signed by two parties. We’re pleased to have transacted our first act of business with your firm.

职通商务英语课件第一册unitCustomerServ

Explore the role of customer service in building brand reputation and customer loyalty.
Measuring Customer Service Performance
Learn how to evaluate and measure the success of your customer service efforts.
职通商务英语课件第一册 Unit Customer Service
在这个全球化的商业环境中，良好的客户服务对于企业的成功至关重要。本单元将介绍客户服务的概念、技巧和实践，帮助您提升与客户的关系并取得良好的业务成果。
Part 1: Introduction to Customer Service
Importance of Customer Service
Explore the impact of customer service on customer satisfaction and loyalty.
Types of Customer Service
Explore different types of customer service, from face-to-face interactions to online support.
Customer Service Technology
Discover the latest tools and technologies that enhance customer service efficiency and effectiveness.
Customer Service in Marketing

商务英语听说教程下

Part A - Task 2 Conversation
1.Listen to the conversation once and answer the following question. The buyer requests an indemnity from the seller because of .
* Listening
Part A - Task 1 Conversation
A:Mr.Smith,I have to make a complaint to you for the delay of the goods. B:I’m sorry to hear that. What’s the matter? A:The goods arrived two weeks later than the time stipulated in the contract .You know what? We lost a wonderful opportunity of sales because of it! B:That’s so unfortunate! How can that be? A:This is just what I want to ask and complain. B:I apologize for the inconvenience that the delay has caused you. But I think the shipping company must be responsible for the delay. A:Anyway,our contract is based on DEQ term, which means that you should bear all the risks regarding the goods until they are placed at the port of destination on time. Therefore, we have to ask you to make us allowance corresponding to our loss.

商务英语听说（下册）听力原文

商务英语听说（下册）听⼒原⽂Unit OnePart II Listening & Speaking 1I Listening1. Listen to the passage and fill in the blanks.1) The development and expansion of a business depends on customers, for no customer meansno business. Therefore it is very important either for a newly established firm or an old one that wishes to expand new markets or enter into new fields of business activities to establish business relations with prospective dealers in import and export business. But by what means can a businessman get all the necessary information about a new market and a new customer?Such information is usually obtainable through the following channels:a. banks,b. Chamber of Commerce,c. Commercial Counselor’s Office,d. Commercial Attaché,e. business house,f. consultant,g. trade directory,h. ads in the media,i. market investigation,j. trade fairs and exhibitions,k. inquiries from foreign merchants.2. Listen to the passage and fill in the missing information.3. Listen to the dialogue and answer the following questions.A: May I speak to the manager of the exporting department?B: Hello. I’m Zhang Ming, the manager of the exporting department.A: Hello. This is John Smith from Carter Trading Company calling from London. I got your phone number from the Commercial Counselor’s Office of the Chinese Embassy here. I learned that you are the leading exporters of Chinese toys. B: That’s right. What can I do for you?A: We are interested in the stuffed toys. These toys are very marketable here. We are a big supplier for toys in the U.K. I’m thinking that there might be some opportunities between us.B: Do you have anything you are particularly interested in?A: To be frank, I know little about your toys. Could you send me your brochures and illustrated catalogues so that I can have a clear idea of your products?B: Sure. May I have your mailing address?A: Of course. My mailing address is …4. Listen to the passage and complete the notes.An enquiry can be made by telephone, fax, or . If you need to give more information about yourself or ask the supplier for more information, you need to write a letter. The contents of this letter should include: how well you know the supplier and the type of goods you are enquiring about. You need to tell the supplier what sort of company you are and how you obtain the telephone number or the address of the supplier. It is not necessary to give a lot of information about yourself when asking for brochures, catalogues or price lists. But do remember to supply your telephone number, fax number, address or the address of your company. It will be helpful if you can briefly point out any particular items you are interested in. When asking for goods or services, you need to be specific and state exactly what you want. You might want to see what a material or item looks like before placing an order. Most suppliers are willing to provide samples or patterns so that you can make a selection. However, few will send a complex piece of machinery for you to look at. In that case you will be invited to visit a showroom. Nevertheless, if it is practical, ask to see an example of the article you want to buy. Usually a simple “thank you”is sufficient to close an enquiry. However, you could mention that a prompt reply would be appreciated. You can also indicate further business, or other lines you would be interested in if you think they could be supplied. If a supplier thinks that you may become a regular customer, rather than someone who has placed the odd order, he would be more inclined to quote competitive terms and offerconcessions.Part III Listening & Speaking 2I Listening1. Listen to two passages and complete the notes.1) Usually, enquiry is an action undertaken by buyers to get the products’ information beforepurchasing. It is not only one of the most direct ways to acquire product details, but also a starting point of the formal contacts between buyers and sellers. When making an enquiry, besides the prices of goods, buyers may ask for more information such as the specifications of the product, packing, delivery date and the terms of payment. In an enquiry, buyers should clearly express what kind of information is needed and under what conditions the deal can be made. An enquiry should be brief, specific, courteous and reasonable. The answers to an enquiry should be prompt, definite and helpful. Each enquiry isa sales opportunity to foster a potential business relationship.2) Usually, an enquiry offers the recipient no immediate reward or advantage beyond theprospect of a future customer or the maintenance of goodwill. Therefore, your enquiry must be worded in such a way that the recipient will respond despite a hectic schedule. To do this, you must make your enquiry easy to answer.First of all, you should decide exactly what you want before you write. This should includethe specific information that you need as well as the course of action you would like your reader to take. Consider this request:Dear Sir or Madame:Please send us information about your office copiers so that we will know whether one would be suited to our type of business.Yours truly,The recipient of this letter would be at a total loss to respond. Other than simply sending a brochure or catalogue, he/she could not possibly explain the advantages of her company’s machines without knowing your company’s needs. You have not made it easy for him/her to act. Such an enquiry should include specific questions worded to elicit specific facts. Since the manufacturer of copiers may make dozens of models, the enquiry should narrow down the type your company would consider.Dear Sir or Madame:We intend to purchase a new office copier before the end of this month. We would like to consider an RBM copier and wonder if you have a model that would suit our needs.Our office is small. And a copier would generally be used by only three secretaries. We run approximately 3,000 copies a month and prefer a machine that uses regular paper. We would like a collator, but rarely need to run off more than 25 copies at any one time.We would also like to know about your warranty and repair service. We hope to hear from you soon.Sincerely yours,Note how the revised letter makes it easier for your reader to respond. You have given a clear picture of what you are looking for, so he/she can determine which of the company’s products might interest you. Moreover, by mentioning the REASON for enquiry, you motivate her response. (Your intended purchase is a real potential sale for RBM.) Finally, by letting him/her know WHEN you intend to buy, you have encouraged him/her to reply promptly.2. Listen to a letter of inquiry and fill in the missing information.Unit TwoPart II Listening & Speaking 1I Listening1. Listen and write down the following quotations.(1) AUD 100 per dozen EXW Guangzhou(2) CAD 200 per kilogram FCA Guangzhou(3) EUR 137 per set FOB Shanghai(4) JPY 597 per unit FAS Shanghai(5) HKD 167 per piece CFR Hong Kong(6) SGD 463 per metric ton CIF Singapore(7) USD 800 per set CPT Geneva(8) CHF 2,629 per kilogram CIP Geneva(9) USD 325 per set Delivered at Sino-Mongolian frontier(10) EUR 317 per piece DES Marseilles(11) GBP 500 per unit DEQ London(12) EUR 386 per metric ton Delivered at 5 Maple Road, Bonn, Duty Paid(13) EUR 1,000 per metric ton Delivered at Maple Road, Bonn, Duty Unpaid2. Listen to the passage and fill in the missing words or expressions.1) An offer is a promise to supply goods on the terms and conditions stated. It can be a firmoffer which is a promise to sell goods at a stated price, usually within a stated period oftime or a non-firm offer which is made without engagement and is subject to the seller'sconfirmation. Usually an offer will include the following: (1) name of the goods, (2)quality or specifications, (3) quantity, (4) details of prices, (5) discounts, (6) terms ofpayment, (7) time of shipment, and (8) packing so as to enable the buyer to make adecision. A buyer may reject the terms and conditions in the non-firm offer and counteroffer his own terms and conditions. This process of offer→counter offer →counter-counter-offer is the process of bargaining.2) Pricing is one of the most important and complex tasks in business, and even more of aproblem when linked with exporting. An exporter should sell his products at a priceacceptable to the customers and, at the same time, generate enough revenue to cover allits costs. Appropriate pricing is not easy, which requires much skill and must be treatedseriously and carefully. The following points are the factors to consider in arriving at apotential price:(1) Have a good knowledge of the international market level, establish all relevantmarket data on competitive prices for similar products and evaluate them.(2) While referring to the international market situation, consider the policies andregulations that apply to a particular market area.(3) On the basis of international market level, adjust prices according to the exporter’sspecific purposes or the importer’s requirements.(4) As the world market may fluctuate with the change of supply and demand pattern,it is important to watch the change of supply and demand relationship and the trendof rising or falling of the market prices.(5) Your price must include adequate profit margin over your actual production anddistribution cost, etc.(6) The quality and quantity of the products contracted, transportation costs, place andterms of delivery, etc. will also influence the determination of export prices.(7) Method of payment of goods and the possible fluctuations of foreign exchangerates are other factors that should be considered when pricing.3. Listen to the passage and complete the notes.When a manufacturer, wholesaler or retailer quotes a price, he may or may not include other costs and charges such as transport, insurance, and taxes. Prices which include these extra costs are known as gross prices; those which exclude them are known as net prices.A firm’s quotation is not necessarily legally binding, i.e. they do not always have to sell you the goods at the price they quoted in their reply to an enquiry. However, when prices tend to fluctuate, the supplier will add a provision to their quotation stating that their prices are subject to change. If the company makes a firm offer, it means they will hold the goods for a certain time until you order, e.g. firm 14 days. Again, this is not legally binding, but suppliers generally keep to their offer to protect their reputation.Manufacturers and wholesalers sometimes allow discounts to be deducted from the netor gross price. They may allow a trade discount to sellers in similar trades; or a quantity discount for orders over a certain amount; or a cash discount if payment is made within a certain time, e.g. seven days, or a loyalty discount when firms have a long association.Part III Listening & Speaking 2I Listening1. Listen and fill in the missing information.A. 100 cases Bristles, 57mm, 5 kilograms per case, at USD25 per kilogram, CFR Europeanmain ports, for shipment in September, 2002. The offer is valid for five days.B. We are willing to make you an offer for 50,000 tons fertilizer at USD 225 per ton FOBstowed Melbourne.C. We’d like t o offer you 200 kilograms of walnuts at USD 120 per kilogram FOBShanghai.D. We take pleasure in making you a special offer, subject to our final confirmation,as follows:Article No: 8111 Pure Silk FabricsDesign No: 382913-ABSpecification: 30x36Minimum: 50,000 yardsPacking: In bales or in wooden cases, at buyer’s option.Price: USD3.7 per yard CIF LondonShipment: To be made in three equal monthly installments, beginning fromMarch 23, 2002.Payment: By irrevocable L/C payable by draft at sight to be opened 30 daysbefore the time of shipmentE. In answer to your letter, subject to your reply, reaching us by June 1,Beijing time, we are making you the following offer:80 metric tons of Red Beans, F,A,Q. 2002 Crop, at USD765 per metric tonCIFC2% Airbus, shipment per steamer during June with transshipment at Copenhagen.Other terms and conditions are the same as usual, with the exception of insurance which will cover All Risks and War Risk for 130% of the total invoice value.2.Listen to three paragraphs and fill in the blanks1) A counter-offer is made when the prospective buyers find any terms and conditions in theoffer unacceptable. Then they will place before the sellers terms and conditions they see fit for the latter to consider.2) Sometimes buyers may take the initiative to make a bid to sellers. In the bid the buyerswill state at what price and on what terms and conditions they want to buy a certain commodity. A bid is actually an “offer”made by buyers. If the bid is not acceptable to the sellers, a counter-bid will be made subsequently.3) In the price clause, sometimes commission or discount is involved. Commission will bespecifically stipulated when an intermediary is involved in the deal. It refers to the money received by an agent for his intermediary service. Commission may or may not be included in the price. For example, “USD 200 per M/T CIFC 2% London” means 2% of commission is included in the export price. Discount is a certain percent of price reduction,a special favor given by the exporter to the importer. There are different types of discountsuch as “Quantity discount”, “cash discount”, and “special discount”for some special purposes. Discount is also specified in the price clause, as “USD 200 per metric ton CIF London less 3% discount”. Discount is usually used as a means of promoting and expanding sales. “Net price”means that commission or discount is excluded from the export price.Unit ThreeP art II Listening & Speaking 1I Listening1. Listen to the dialogue and answer the following questions.( A = Miss Green, B = Mr. Smith )A: Mr. Smith, I’d like to place a repeat order of 2,000 pieces of your pillowcases, Article No. 201.B: I'm really sorry, Miss Green. Our pillowcases Article No. 201 are our best selling goods. They are sold out fast every year. I’m afraid we can’t satisfy your demand rightnow.A: We are your regular customers, so could you give us some priority on supply?B: The best I can do is to offer you 1,000 pieces only at such a low price. If you could accept a slightly higher price, say 2% higher than the original price, Icould consider offering you 2,000 pieces.A: You drive a hard bargain, Mr. Smith. O.K. Let’s call it a deal.2. Listen to the passage and fill in the missing information.3．Listen to a passage and decide whether the following statements are true or false.Placing Your First OrderPlacing an order with Amazon. is easy. There's no need to create an account first. You automatically create an account when you place your first order online. (We cannot accept orders by phone, fax, or . All orders must be placed online.)Here are the steps you need to follow to place an order.1. Find the Items You WantFirst you will need to browse or search for the items you would like to order. Keyword search boxes are located on nearly every page of our store. You will also find links to browse lists and more detailed product-specific searches in the top navigation bar of each store. When you find an item that interests you, click the title or name of the item to see its product detail page. Here you will find more information about the item, including an availability estimate of how long it will take before the item will be ready to leave our fulfillment center.If you don’t find what you’re looking for in one of our Amazon. stores, you may want to visit one of our other Web sites, including Amazon.jp, Amazon.ca, /doc/8bf6209032687e21af45b307e87101f69f31fbc0.html , Amazon.fr, Amazon.de, and Amazon.at.2. Add the Items to Your Shopping Cart。

商务英语听说教程下 Unit6 Payment

* Listening
Part A - Task 1 Conversation
Caller center worker: World Money. How can I help you ?
Antonia: Hello. I’d like to buy euros with South African rands, please. Caller center worker: Certainly. How much do you want to change ?
*
Pre-listening Listening
Part A Part B
Further Practice Activities
*Pre-listening
Look at the following pictures and discuss the questions below in pairs or groups.
Caller center worker: And the expiry ? Antonia: It’s September 2019 .
Caller center worker: Thanks. And can I have the security number? Antonia: Is that the last three numbers on the back of the card ?
Part A - Task 2 Conversation
Expressing understanding and reassuring Ah …yes, I know how that is. Well, I hope so as well. I think I know what you mean. We have a similar problem. Don’t let this get you down. I hope we can continue to cooperate together. Please don’t worry. Everything will be all right. Asking about payment terms What are your standard payment conditions? Could we talk about payment terms later? I’m in a hurry now. How do you normally get paid? We generally send a cheque. Would a letter of credit be all right? It’s the best method.