1 ) 电话英语接听外方电话常用格式： IBM corporation. May I help you?　　IBM 公司, 我能帮你什么吗? 或者 IBM corporation。 How can I help you? 我是IBM公司，我该怎么帮你呀？

Thanks for calling IBM corporation, if you know your party's last name or extension, press 1. If you want to receive information or publication, press 2. If you want to talk to the operator, press pound sign or remain on the line感谢你打电话到IBM 来, 如果你知道你要找的人的姓或是分机号码, 请按 1, 如果是想要本公司的简介或出版品, 请按 2, 如果是要找总机, 请按 #, 或是请别挂断.(你拨的是外资公司或者外方的机器接线员电话, 按其提示的做即可）

May I talk to your general manager？我能不能跟你们总经理讲话?（如果你听到这个，请不要立即给你总经理接电话！说不定他想找总经理勒索1000万呢！你不聪明会被炒鱿鱼的）这时你可以说：Whom I am speaking with?(我正在跟谁讲话呢?) 或是 "Whom am I talking to?" (我正在跟谁讲话呢?) （他一定会误以为你是个前台先生，小人物一个，于是他会说）And you are?" ( 你是？)(这时你就可以说）This is Ｍr Zhang(我是张先生）

And you are?" ( 你是？) This is Daivid from American(我是美国的大卫啊！）I'll put him on the phone. Just a second(我会请他听电话, 请等一下）（时你就可以与总经理商量是否该接这个电话了，给总经理预留了思考空间）你如果要找你外国朋友，而他开始跟你东扯西扯, 你就可以直接用下面的话）Could you please just put him on the phone?" (你能不能请他来听电话啊？(反过来如果你接到了电话, 结果要找的是别人, 你就可以说）Ok. I'll put him on the phone. Just a second." (好, 我会请他听电话, 请稍等.)

上面讲的 put someone on the phone, 指的多半是只有一部电话, 如果像公司里有许多分机, 则用‘转接’ transfer 或是 redirect. 会比较恰当. 例如同样的情况你可以说, "I'm transferring your call." 或是 "I'm redirecting your call." (我帮你转接到分机给他.) 如果是接线生转接的话, 他们有时就只简单地说, "One moment, please." 或是, "OK. I'll put you through."

He is not here but you can call his machine.　(　他不在这里啊, 但是你可以打他的电话答录机嘛 ) (美国佬管电话答录机叫 answering machine 或answer machine. 但是在一般的对话中常常简称 machine.)(例如 "I want to check on my machine." 则是说我要检查电话答录机里的留言.记得喔! 通常人家讲 someone's machine 时百分之九十五都是指电话答录机而言, 你可别傻傻地问人, "Answering machine?")

I'm interested in your CRM software. Can you give me an quote?　　（我对你们的客户关系管理软件感兴趣呀, 能跟我报个价吗?）（Can you give me a quote? 或Can you give me an estimate?"都是报价之意.但是提醒大家, 这个 quote 发 /kwot/ 的音, 记得要特别强调那个 /wo/ 的音, 不然老美会以为你在说 coat /kot/ 或是 court /kort/ 这个字,那就会发生误会了．如果你是一个大舌头，发音不准，建议最好用 estimate, 这个字是绝对不会发错的，嘿嘿）(注意： estimate 和 quote 也可以指‘报价单’而言, 例如你可以要求别人： "Can you send me a sample with an estimate ASAP?" (能不能请你尽快送一份样品和报价单给我?，不要搞错了哦)

I'd like to place an order for a DL-2006 color printer.　(我想下一份 DL-2006 彩色打印机的订单.) (有些同事打电话, 直接说, "I want to buy this, I want to buy that.汗啊， 当然啦! 你要买东西，你是客户，你说出的话人家不明白的用意也会问懂的！你直接说 buy 听来比较像是日常生活在说的对话. 如果像是公司要采购商品时, 最好正式一点用 order, 或是更完整一些说 place an order for, 例如 "I want to order a color printer." 或是, "I want to place an order for a color printer." 都是不错的用法)

I'm calling to check my order status.　　(我打电话来查看我订单的状况)(这样很简单地就表达了你要表达的问题．有些同事不这样用，常拉拉杂杂讲了一堆，如：I ordered something yesterday. Can you check if you've shipped it or not.....是不是听起来蛮笨的? 老美从来不这么婆婆妈妈讲话，你看 "I want to check my order status." 或是 "I want to track my order status." 就能完整地表达这句话的意思, 是不是太神奇了？呵呵）

I was referred to you by Mr Ｄaivid. 　　（我是大卫先生介绍来的） （打电话到别人公司如果是有求于人的话,最好能先攀点关系啦! 例如最常用的招数, 我是某某人介绍来的, 就是 "I was referred to you by someone." (注意, 介绍在这里用 refer 而不是用 introduce.) 还有呢? 如果你今天拿到了该公司的折价卷, 则最好也是开宗明义地说, "I got your number from a coupon, which says your product is 50% off today." ＜我是根据你们折价卷上的号码打过来, 它上面写着今天产品五折优待.＞ 这样子让他想赖都赖不掉啊. 总之呢? 先表明自己是怎么搭上这条线的, 这样子别人才不会有突兀的感觉啦，呵呵）

外资企业为了讲究效率，访客都是提前预约的．包括谈什么内容，什么时候见面都是要约定的。但也有极少数没有预约的“不速之客”。这个时候前台应该怎样接待这些客人呢？我们再看看Rose 是怎么做的吧！ The second visitor is Mr Li. He has not an appointment, but he wants to see Mr Shelli.(第二位访客是李先生．他没有预约，但他想见Shelli先生） MR LI: Good morning. （早　）ROSE: Good morning. Oh, Mr Li. How are you? '（早，哦，李生，您好吗？） MR LI: I'm fine, thanks, and you? (好啊，谢谢，您怎么样？）ROSE: Oh, busy as usual. Do you want to see Mr Shelli? （哦，一般都忙啊．您想见Shelli先生？）MR LI: Yes, please. （是啊　）ROSE: Have you an appointment? （您跟他有预约吗？）MR LI: Er... No, I haven't. You see, I only arrived in the country this morning.（嗯，没有预约啊．我今早才到这里) ROSE: Well, I know he's busy at the moment but I'll ask his secretary when he'll be free. Please sit down.(哦，这会儿Shelli先生忙啊，不过，我要问问他的文员，他什么时候有空．请坐）MR LI: Thank you. （谢谢　）(DIALS) MARIA: Mr Shelli's office.（ 玛丽亚： Shelli先生办公室）ROSE: Oh, hello Maria. It's reception again. I have Mr Li here. He hasn't an appointment but he'd like to see Mr Shelli. When will he be free?（哎呀，玛丽亚你好．我是前台呀．李先生在我这里，他没有与Shelli先生预约，但他希望与 Shelli先生见见面，Shelli先生什么时候有空啊？）MARIA: Let me see ... Well, he'll be free about 12.30. Can Mr Li wait? (让我想想...,哦，他大概要到12:30才有空，李先生能等吗？）ROSE: Mr Shelli will be free about half past twelve. Can you wait? （Shelli先生要到12:30才有空，您能等吗？）MR LI: What's the time now? （现在什么时候？）ROSE: It's nearly 12: 00. （差不多12:00点）MR LI: Oh that's fine. I'll wait.(哦，那好，我等） ROSE: (TO MARIA) Maria, Mr Li will wait.(玛丽亚,李先生决定等Shelli先生） MR LI: Right. I'll fetch him when Mr Shelli's free.（那好，Shelli先生有空我再见他） ROSE: Thanks. (REPLACES PHONE) (TO MR LI) She'll come and fetch you later.（谢谢．＜放回电话，面向李生＞过会儿她会来接你） MR LI: Thank you.（谢谢） ROSE: Where are you staying, Mr Li? （李生，您住那?)MR LI: At the Plaza.(住在露天场） ROSE: The Plaza? （露天场　？？）MR LI: Yes, I usually stay there.（是的，我经常这样）（一般如果是客户，特别是重要客户，如果有预约，公司都会周到地安排食宿，而且公司会安排准时见面，不会延误。象李先生这种不懂外企通行的办事规则，最后耽误的是他自己，呵呵）

We mainly trade with American firms.（ 我们主要和美国商行进行贸易） For the past ten years, we have done a lot of trade with your company.（ 在过去的十年中，我们与贵国进行了大量的贸易） Our trade is conducted on the basis of equality.（ 我们是在平等的基础上进行贸易） There has been a slowdown in the wool trade with you. （跟你们的羊毛贸易已有所减少） Our foreign trade is continuously expanding. （ 我们的对外贸易在不断发展） Trade in electrommunication has gone up (down) 30%. （ 电子通讯贸易上升（下降）了百分之三十） Trade in general is improving. （贸易情况正在好转） Our company mainly trades in magic eyes.(我们公司主要经营电子射线管) We are well-known in trade circles.( 我们在贸易界很有名望) We trade with people in all countries on the basis of equality and mutual benefit.（我们在平等互利的基础上和各国人民进行贸易） To respect the local custom of the buying country is one important aspect of Chinese foreign policy.（尊重买方国家的风俗习惯是我国贸易政策的一个重要方面） Our purpose is to explore the possibilities of developing trade with you.（我们的目的是和你们探讨一下发展贸易的可能性） 　

foreign trade 对外贸易 overseas trade 海外贸易 international trade 国际贸易 to trade with 和...进行贸易 to do business in a moderate way 做生意稳重 to do business in a sincere way 做生意诚恳 to make a deal 做一笔交易 deal 交易，经营，处理，与...交往 to deal in 经营，做生意 to explore the possibilities of 探讨...的可能性 trade circles 贸易界 to handle 经营某商品 to trade in 经营某商品 business scope/frame 经营范围 trading firm/house 贸易行，商行

QA Engineer working in the production and responsible for statistical process analysis and maintain the process based on the PPAP.She evaluation.However,it was noted that she was not familiar with the in-depth understanding of stability,process adjustment,process potential,process mean,etc.It was also found that the process characteristic,Molding pressure=100+/-10Ton(Safety)was out of the uppercontrol limit.He explained that higher pressure would not affect the process seriously and hence product weight and dimensions.No corrective action was done,per the QA Engineer.A clerk responsible for inputting the production data such as OEE,scrap rate,yield rate,machine productivity,etc. possessed 10 data entry experience.However,she said that no training was provided for the newly installed computerized production monitoring system and she was only input based on her understanding and sometime by guessing.(品质管理工程师在生产部工作，拥有十年的相关工作经验，主要负责统计过程分析及维持PPAP所定出的制程要求。可是在评审中，发现她对稳定性，过分调整，过程中位数及过程潜能等认识不足。此外发现模压＝100+/-10顿(安全)的数值亦超出了上限.她解释高压力并不会对生产过程以至产品的重量及尺寸构成太大的影响，因此并没有采取任何相应的纠正行动。负责输入如整体设备效率（OEE),坏品率，生产合格率及机器生产能力等资料文员拥有10年的资料输入的经验.但是,她表示由於没有任何培训教导她该如何使用最新引入的电脑化生产监控系统，因此她只好凭自己的理解甚至猜想以输入此等资料)

Can you do a barter trade? （ 你们能不能做一笔易货贸易呢？）Is it still a direct barter trade? （这还算是一种直接的易货贸易吗？） If you agree to our proposal of a barter trade, will give you mobile telephones in exchange for your vidicons.（如果你方同意我们进行易货贸易的建议，我们将用手机与你们交换摄像机） Shall we sign a triangle trade agreement? （我们订一个三角贸易协议好吗？） A triangle trade can be carried out among the three of us. （ 我们三方可进行三角贸易） Compensation trade is, in fact, a kind of loan. （ 补偿贸易实际上是一种信贷） We may agree to do processing trade with you. （我们同意与你们进行来料加工贸易） If you interested in leasing trade, please let us know. （ 如果你们有意做租赁贸易，请告诉我们） We wonder whether you do counter trade. （ 我们不知道你们是否做抵偿贸易） 　 trade by commodities （商品贸易） visible trade（ 有形贸易） invisible trade （无形贸易 ）barter trade （易货贸易） bilateral trade （双边贸易 ）triangle trade（ 三角贸易 ）multilateral trade（ 多边贸易 ）counter trade （对销贸易；抵偿贸易） counter purchase（ 互购贸易） buy-back（ 回购贸易 ）compensation trade （补偿贸易） processing trade （来料加工贸易） assembling trade（ 来料装配贸易） leasing trade （租赁贸易 ）in exchange for （ 用...交换... ）trade agreement（ 贸易协议）

谢谢！商务英语专栏吗？不过我目前的任务是练口语和公共英语#83。。

Process Approach Non-Conformity Report(流程导向不合格点报告)The process began with the representative of RFQ for project 6888. The process indicated that the average time required for issuing an official quotation was 10 days,more than the process objective 5 days. The sales Manager explained that the effectiveness of RFQ process would be reviewed bi-yearly at the management meeting to determine if CAR is needed.At the moment,no any corrective action had been taken.The process also indicated that a plastic material called "RMPP" had been selected by GM, however the material had been restricted for USA import due to the environmental regulation newly imposed by CFR, as per the auditor information.The sales Manager claimed that neither GM nor the company didn't have this updated information on hand and he stressed that this was the customer-specified requirement, They had to follow !审核从6888项目的报价需求（RFQ)过程开始.审核员发现预备一份正式的报价单平均需要10天时间,比逾期目标5天为多,销售经理指出,管理层每两年会对RFQ的效率作一次检讨,并会决定是否需要采取纠正行动.而现在并没有这个必要.审核员指出一只被GM制定的塑胶物料RMPP，由於抵触了美国的环境保护条例,已经被美国禁止入口.而销售经理指出,他们并没有收到有关资料,并表示该物料是客户指定的，他们只得遵从.

They want to develop direct contact with Continental buyers for themselves.(他们想为自己的公司同欧洲大陆的买主建立起直接的联系）We see that your firm specializes in Light Industrial Goods, and we are willing to establish business relationship with you.（得知贵公司专门经营轻工业品，我们愿意与贵公司建立业务关系）Ｙou are one of the largest importers of Electric Goods in this city, and we wish to establish business relationship with you.（你们是此地最大的电器进口商之一，愿意与你们建立业务关系） We are willing to enter into business relationship with your company on the basis of equality and mutual benefit.（我们愿在平等互利的基础上与贵公司建立业务关系） Our two countries have had trade relations for twenty years.（我们两国之间已经有了20年的贸易关系） Were never had any difficulties with our American partners, and would like to make as many new contacts as we can.(和美国同行共事从来没有什么困难，希望今后我们之间尽可能多地建立新的关系） We have made a very good start in our business with Japan. （我们和日本在业务上有了良好的开端） Our company is thinking of expanding its business relationship with China.（ 我公司想扩大与中国的贸易关系） As is known, we set great store by the trade relationship with the third world countries.（众所周知，我们十分重视同第三世界国家的贸易关系） Ｔhey look forward to reactivating their business relationship.(他们盼望他们的业务关系重新活跃起来） We shall welcome a chance to renew our friendly relationship.（ 很高兴能有机会来恢复我们的友好关系） Well try our best to widen our business relationship with you.（ 我们将尽力扩大同你们的贸易关系） The arrangement will contribute to 　our pleasant relationship. （此项安排将有助于巩固我们良好的关系） Were willing to restore our business relationship.（ 我们希望能恢复贸易关系） It will be advantageous if steps are taken to resume our business relationship on the basis of mutual benefit.（如果我们采取措施在互利的基础上恢复业务关系，对我们都是有利的） The depressed market results in the stagnation of trade. （市场萧条导致贸易停滞） We have been doing quite well in our business, we are willing to open an account with you.（我们的生意一直做得不错，希望能与你们建立帐户往来关系） 　 business association （业务联系，交往） business connection （业务联系 ）close relationship （密切的关系） closer ties （更密切的关系） to establish(enter into, set up)business relationship （建立业务关系） to continue business relationship （继续业务关系） to present business relationship （保持业务关系） to improve business relationship （改善业务关系） to promote business relationship （促进业务关系） to speed up business relationship （加快业务关系的发展 ）to enlarge (widen) business relationship（ 扩大业务关系 ）to restore (resume) business relationship （恢复业务关系 ）to interrupt business relationship（ 中断业务关系） to cement business relationship （巩固业务关系）

When could you introduce your sister company to me? (什么时候把贵公司的兄弟公司介绍给我们？) Would you please introduce us to some of the most reliable exporters of Chinese handicrafts?(请向我们推荐一些最可靠的中国手工艺品出口商，可以吗？) If you are interested in dealing, with us in other products of our company, please inform us of your requirements as well as your bankers name and address.(如果你们有意经营我公司其他产品，请告知你方要求及往来银行的名称和地址) Because of the rapid development of our business in Asia, we think it's necessary to open a branch at the following address. (鉴于我们在亚洲地区业务的迅速发展，有必要在下列地点设立分公司) Were often expressed our interest in investing in China.(我们一直对在中国投资很感兴趣) Our abundant resources and stable policy provide foreigners with the advantages they invest here.(我们丰富的资源和稳定的政策为外商投资提供了有利条件) Thank you for your manner of business cooperation. (我们对你们的合作态度表示感谢) We have been working on expanding our scope of cooperation with China.（我们一直努力设法扩大与中国的合作范围） We believe in long-term cooperation with China because we view the future as bright. （我们相信与中国长期合作的前途是光明的） 　 trade prospects/outlook （贸易前景） trade cooperation （贸易合作） technological cooperation （ 技术合作） business cooperation （ 业务合作 ）cooperative relationship （ 合作关系 ）the scope of cooperation （合作范围 ）Additional Words and Phrases trade fair（ 贸易展销会） trade show （ 贸易展览 ）trade agreement （ 贸易协议 ）to establish arrangement （ 达成协议） to reach an agreement （达成协议） trade terms/clause （ 贸易条款 ）trade balance （ 贸易平衡 ）to conclude a business transaction （ 达成贸易交易） to work with （与...共事）business activities （经济活动） business house （ 商行；商号 ）trading department/mechanics( 贸易机构) trade association (贸易协会) the foreign trade department ( 对外贸易部门 )C.C.P.I.T.( China Council for the Promotion of International Trade)( 中国国际贸易促进会)Commercial Counselors Office (中国使馆的商务处 )Chamber of Commerce ( 商会) trading partnership( 经营合伙人 )foreign trade personnel (外贸工作者) trading center ( 贸易中心 )trading market( 贸易市场 )tradesman/trade peoples (商人，零售商)

外资企业（公司）部分职位: Executive and Managerial(管理部分) Chief Executive Officer(CEO) 首席执行官 Director of Operations 运营总监 Vice-President 副总裁 Branch Manager 部门经理 Retail Store Manager 零售店经理 Product Manager 产品经理 Operations Manager 操作经理 Assistant Vice-President 副总裁助理 Field Assurance Coordinator 土地担保协调员 Management Consultant 管理顾问 District Manager 市区经理 Hospital Administrator 医院管理 Import/Export Manager 进出口经理 Insurance Claims Controller 保险认领管理员 Program Manager 程序管理经理 Insurance Coordinator 保险协调员 Project Manager 项目经理 Inventory Control Manager 库存管理经理 Regional Manager 区域经理 Chief Operations Officer(COO) 首席运营官 General Manager 总经理 Executive Marketing Director 市场行政总监 Controller(International) 国际监管 Food Service Manager 食品服务经理 Production Manager 生产经理 Administrator 医疗保险管理 Property Manager 房地产经理 Claims Examiner 主考官 Controller(General) 管理员 Service Manager 服务经理 Manufacturing Manager 制造业经理 Vending Manager 售买经理 Telecommunications Manager 电信业经理 Transportation Manager 运输经理 Warehouse Manager 仓库经理 Assistant Store Manager 商店经理助理 Computers and Mathematics(计算机部分) Manager of Network Administration 网络管理经理 MIS Manager 电脑部经理 Project Manager 项目经理 Technical Engineer 技术工程师 Developmental Engineer 开发工程师 Systems Programmer 系统程序员 Administrator 局域网管理员 Operations Analyst 操作分析 Computer Operator 电脑操作员 Product Support Manager 产品支持经理 Computer Operations Supervisor 电脑操作主管 Director of InFORMation Services 信息服务主管 Systems Engineer 系统工程师 Hardware Engineer 硬件工程师 Applications Programmer 应用软件程序员 InFORMation Analyst 信息分析 LAN Systems Analyst 系统分析 Statistician 统计员 Human Resources（人力资源部分） Director of Human Resources 人力资源总监 Assistant Personnel Officer 人事助理 Compensation Manager 薪酬经理 Employment Consultant 招募顾问 Facility Manager 后勤经理 Job Placement Officer 人员配置专员 Labor Relations Specialist 劳动关系专员 Recruiter 招聘人员 Training Specialist 培训专员 Vice-President of Human Resources 人力资源副总裁 Assistant Vice-President of Human Resources 人力资源副总裁助理 Personnel Manager 职员经理 Benefits Coordinator 员工福利协调员 Employer Relations Representative 员工关系代表 Personnel Consultant 员工顾问 Training Coordinator 培训协调员 Marketing and Sales(市场与销售部分） Vice-President of Sales 销售副总裁 Senior Customer Manager 高级客户经理 Sales Manager 销售经理 Regional Sales Manager 地区销售经理 Merchandising Manager 采购经理 Sales Assistant 销售助理 Wholesale Buyer 批发采购员 Tele-Interviewer 电话调查员 Real Estate Appraiser 房地产评估师 Marketing Consultant 市场顾问 Marketing and Sales Director 市场与销售总监 Market Research Analyst 市场调查分析员 Manufacturer's Representative 厂家代表 Director of Subsidiary Rights 分公司权利总监 Sales Representative 销售代表 Assistant Customer Executive 客户管理助理 Marketing Intern 市场实习 Marketing Director 市场总监 Insurance Agent 保险代理人 Customer Manager 客户经理 Vice-President of Marketing 市场副总裁 Regional Customer Manager 地区客户经理 Sales Administrator 销售主管 Telemarketing Director 电话销售总监 Advertising Manager 广告经理 Travel Agent 旅行代办员 Salesperson 销售员 Telemarketer 电话销售员 Sales Executive 销售执行者 Marketing Assistant 市场助理 Retail Buyer零售采购员 Real Estate Manager 房地产经理 Real Estate Broker 房地产经纪人 Purchasing Agent 采购代理 Product Developer 产品开发 Marketing Manager 市场经理 Advertising Coordinator 广告协调员 Advertising Assistant 广告助理 Ad Copywriter(Direct Mail) 广告文撰写人 Customer Representative 客户代表