Chapter 1 Business Call
Part A Dialogues
Dialogue 1
Clerk: Good morning! (This is) Shanghai Yulin Textile Import ＆ Export Company. How can I help you?
Lisa: Good morning! This is Lisa from New York City. Could I speak to Mr. Qin, the Sales Manager?
Clerk: Can you hold on for a second, please? I’ll put you through to his office. (A few seconds later.) Sorry, Mr. Qin isn’t in for the moment. Would you like to speak to his assistant, Zhao Dong?
Lisa: Yes, sure. Thank you!
Zhao: Hello! Sales Department, Zhao Dong speaking.
Lisa: Hello, Mr. Zhao! This is Lisa White from Blue Mountain Trading Company in New York. I received an E-mail message from your manager, Mr. Qin, last week. I’m calling to discuss with him detailed problems.
Zhao: I’m sorry. But Mr. Qin is on a business trip to Hangzhou. He will not be back until tomorrow morning. Shall I have him call you back when he is in?
Lisa: But I’m leaving for Hong Kong this afternoon. Would you mind taking a message for him?
Zhao: Not at all. Hold on for a moment. Let me get a pen and a piece of paper. (A few seconds later.) OK, go ahead, please.
Lisa: I would like to see popular styles of silk dresses and shirts. Please send the pictures of those dresses and shirts to my E-mail box.
Zhao: Yes, I’ve put it down. What else?
Lisa: I plan to go to Shanghai with my assistant next week. I’d like to meet Mr. Qin and make a visit to the manufactory while I’m in Shanghai. Would you please arrange that for us?
Zhao: Let me check manager Qin’s calendar first. Oh, he will be in Shanghai next week. So that’s no problem. Could you tell me your arrival date and the flight number, please, so that we can pick you up at the airport?
Lisa: That’s very nice of you. Thank you! I will inform you of the exact time and the flight number after I get my plane ticket. Please tell Mr. Qin that I’m looking forward to meeting him. I hope we can take a step further after this visit.
Zhao: Yes, certainly. I will. Anything else?
Lisa: No. Thank you! Good-bye!
Zhao: Have a good trip!
New Words and Phrases
company 公司
assistant 助理；助手
Sales Department 销售部
E-mail 电子邮件
popular 流行的
manufactory 工厂
calendar 日历；日程表
arrival 到达
put through 接通（电话）
call back 回电话
leave for 动身去……
hold on （电话）别挂线
go ahead 开始吧
make a visit 访问
pick up （开车）接某人
look forward to 期望；盼望
Notes
1. (This is) Shanghai Yulin Textile Import ＆ Export Company.
这里是上海玉林纺织品进出口公司。
This is Lisa from New York City.
我是来自纽约市的丽莎。
Sales Department, Zhao Dong speaking.
我是销售部的赵东。
在商务英语中，打电话的人电话接通后可说：Hello，然后接着说：This is sb.或者sb. speaking，或用问句Could (May) I speak to sb.? / Is sb. in?但不能问：Who are you?接电话的人可说：Hello! Good morning / afternoon / evening.紧接着将自己的电话号码或姓名告诉对方，如：(This is) 3531968. / This is Jim speaking.
2. Can you hold on for a second, please?
请稍等片刻。
同种表达还可用：
Hold on line, please.
Hold on for a moment.
One moment, please.
Just a second, please.
3. I’ll put you through to his office.
我帮您转到他的办公室。/我替您接通他的电话。
其他转电话的表达方法还有：
I’ll get her for you.
Put you through.
I’ll transfer your call.
I’ll connect you to extension 202.
4. Shall I have him call you back when he is in？
他回来时是否需要我告诉他给您回电话？
关于shall的用法：
（1） 表示征询意见，用于第一、第三人称疑问句。
Shall I get you some tea?
我给你倒点茶好吗？
（2） 表示说话人的意愿，有“命令、允诺、警告、决心”等意思，用于第二、第三人称陈述句。
You shall have my answer tomorrow.
你明天可以得到我的答复。（允诺）
Nothing shall stop us from carrying out the plan.
什么也不能阻止我们执行这项计划。（决心）
5. Would you mind taking a message for him？
您介意给他带一个口信吗？
同种用法有：
Could you give somebody a message, please? 能不能给（某人）带个口信？
Would you mind doing something?你是否介意（做某事）？常用于表示请求，是比较客气的表达方式。
Would you mind doing the dishes?
你洗洗盘子行吗？
Would you mind doing a few odd jobs today? Pick up some beer, take out the trash, and send these letters at the post office.
今天你能做几件小事吗？买几瓶啤酒，把垃圾倒掉，然后到邮局把这些信寄走。
Would you mind taking the samples to your customer?
你能不能把这几件样品带给客户？
如果同意，表示不介意，可用如下用语表达：
Certainly not. / Of course not. / Not at all.
如果不同意，表示介意，不想做，常用Sorry / I’m sorry.然后陈述某种理由来表示拒绝或反对。
Would you mind going to our factory this afternoon?
下午去我们工厂好吗？
I’m sorry, but I haven’t talked to our manager about this.
不好意思，这事我还没和经理说呢。
6. I’d like to meet Mr. Qin and make a visit to the manufactory while I’m in Shanghai.
我在上海期间想拜访一下秦先生，并参观一下工厂。
while引导时间状语从句，译作“当……时，和……同时”。例如：
Make hay while the sun shines.
乘机行事，抓紧时机。
Don’t cut in while others are talking.
在别人谈话时不要突然插话。
My assistant will stand in for me while I’m away.
我不在的时候我的助手将代表我处理事务。
We got through a fortune while we were on holiday!
我们度假花了一大笔钱！
I made my assistant my agent while I was abroad.
在我出国期间我让我的助手做我的代理人。
Exercises
I. Ask and answer the following questions in pairs.
1. Who made the telephone call?
2. Who is Zhao Dong?
3. Who is Lisa White?
4. Who did Lisa White want to speak to?
5. Was the Sales Manager in for the moment?
6. When would the Sales Manager come back?
7. For what purpose did Lisa White make this call?
8. What did Lisa White ask Zhao Dong to do then?
9. Lisa White wanted to leave a message, didn’t she?
10. What was the message about？
11. What else did Lisa White ask Zhao Dong to do? Could it be done easily?
II. Fill in the blanks with proper words or phrases.
1. They devised proposals to ______ air pollution.
2. My brother has just ______ Sydney for a tour of the world.
3. Your call has been ______.
4. Could you call me ______ soon?
5. Can you ______ for a minute?
6. She came to make us a ______.
7. Tony ______ himself up and set off along the track.
8. He was looking ______ to working with the new manager.
9. I want to know more ______ the Apps.
10. This is an issue of vital concern to ______.
put through, deal with, hang on, left, forward, everyone, picked, back, visit, about
III. Translate the following dialogue into English orally.
A：您好，这里是环林进出口公司。您是哪一位？
B：我是来自悉尼的玛丽。我想和销售部张经理说话。
A：请别挂机，我给您接他办公室……对不起，张经理不在。给您接他的助手张丽可以吗？
B：可以，谢谢。
C：您好，我是销售部的张丽。我能为您做什么？
B：您好，张女士。我是悉尼的玛丽，上周跟张经理讨论过关于皮鞋贸易合同的事宜。今天想就交易数量再和张经理确认一下。
C：张经理去银行了，今天下午4点后才能回来。这个合同我不太了解，您需要我给张经理留个信儿吗？
B：好的。请告诉张经理，我们想再增加1 000双女式皮鞋，希望他在价格上能给我们打个折扣。
C：我记下了，还有吗？
B：我会在明天上午把皮鞋号码和款式列单子给你们发传真。如果你们的库存不够就请尽快回复我，我会对需要的数量再做调整。
C：好的，我都记下来了。张经理回来后我会马上告诉他。
B：谢谢，再见。
Dialogue 2
Farmer: Hello, this is Percy Farmer of Bent Technology Company. Could I speak to Yang Min of Purchase Department?
Yang: This is he speaking. How are you, Percy?
Farmer: I’m good. How have you been recently?
Yang: I’m a little busy with the work of preparing for the fair. Except that, everything is fine.
Farmer: You mentioned before that your company wanted to purchase medical products made in Europe.
Yang: I did. Is there any chance for us to get to know European companies?
Farmer: Yes, here is one. I’m calling to inform you that there will be an international medical product exhibition in San Francisco next month. As far as I know, there are many European companies that applied for the exhibition. They will display their latest products in the exhibition. Would you like to come?
Yang: That’s good news for us. Thank you very much for telling me that. Do you know the exact date of it?
Farmer: From 15th to 20th. If you want to know more about the exhibition, you can search the detailed information on the Internet. I have an exhibition leaflet here; I can email the picture of it to you if you want.
Yang: That’s very nice of you. Yes, please do. By the way, will you attend the exhibition?
Farmer: Certainly, we will. And if you come to attend it, I would like you to meet our manager of Technology Department. We can discuss the technology issue concerning the products that you ordered from us.
Yang: Oh, yes, that is what we expected. We do have some thoughts related to the products and want to communicate with you.
Farmer: So you make sure that you can come.
Yang: I’d like to go very much. But I have to talk to my General Manager to get his approval. After all, this is not a small thing in my company and we have to go through some procedures like deciding how many people and who will attend the exhibition.
Farmer: I see. Then when can I get your reply? I will make some arrangements.
Yang: By the end of this week, I will call you back.
(On Friday. Yang Min is calling Percy Farmer.)
Yang: Hello, Percy. The General Manager approved my proposal of attending the exhibition. My colleague, Lin Zheng, and I will go there together.
Farmer: That’s excellent. When will you arrive in America?
Yang: Around 13th. I’ll call you once I make the reservation. I need you to send us an invitation letter so that I can apply for a visa.
Farmer: That’s easy. I’ll do it right now. Hope to see you soon!
New Words and Phrases
European 欧洲的
exhibition 展览；展览会
display 陈列；展示
leaflet 传单；散页印刷品
attend 参加
communicate 交流；通信
approval 批准；同意
proposal 建议；提议
reservation 预订
visa 签证
Purchase Department 采购部
prepare for 为……做准备
Technology Department 技术部
invitation letter 邀请函
know more about 了解更多
Notes
1. How are you, Percy?
珀西，你好吗？
How have you been recently?
你最近怎么样？
How are you相当于how are you doing，这是一句日常口语的问候。How have you been recently?大概意思相当于What’s going on? How are you these days? What’s up?这些都是问好的话，询问近况如何，运用于美国口语。
2. I’m a little busy with the work of preparing for the fair. Except that, everything is fine.
我最近就是忙于准备展览会，其他都还不错。
be busy with 忙于，从事
By the end of this month, we will be busy with the company’s salary report.
这个月的月底我们得忙着做出公司职工的工资报表。
Owing to the fierce competition, they were compelled to be busy with their selling business.
由于竞争激烈，他们不得不整天忙于销售业务。
I’m busy with a new project now.
我正在忙一个新项目。
except that... except后面接从句
I would buy this model, except that it costs too much.
如果不是成本太高，我本想买这款产品。
The new article is not dissimilar to your old one except that it’s a bit bigger.
这款新产品除了稍微大一点，跟你们原来的产品没什么两样。
Except that he speaks too fast, he is an excellent manager.
他是个优秀的经理，就是讲话太快了。
3. As far as I know, there are many European companies that applied for the exhibition.
据我所知，有很多欧洲公司也申请参加此次展览。
值得注意的是as far as I know与as far as I’m concerned的差异。
as far as I know意思是to the best of my knowledge。
As far as I know, he got an“A”for his essay.
据我所知，他的论文得了“A”。
as far as I’m concerned则更偏重于in my opinion的含义。
As far as I’m concerned, it should be easy for you to use this expression now.
我认为，现在使用这种表达方式对你来说很容易。
4. We do have some thoughts related to the products and want to communicate with you.
我们确实有一些关于产品的想法，希望能与您交流。
do（did）作为助动词在肯定句中表示强调。
We always do arrive in time!
我们一定会及时到达的！
在口语中，do（did）用于祈使句时也可使语气更加客气、友好。
Do have another cup of coffee.
请再喝杯咖啡吧。
5. After all, this is not a small thing in my company and we have to go through some procedures.
毕竟这在我们公司不是一件小事，还需要经过一些程序。
after all 别忘了；总之；毕竟。这时的after all一般放在句首，用来提醒对方（听话的人）似乎忘记了一个重要事实，忽略了某个重要的理由或论点。
After all, only when business can maintain and keep a certain sound operating profit, can they create a surplus and then discuss whether the appropriate tax incidence methods are planned.
毕竟，企业能稳健维持并保有一定的营运获利后，才能创造出盈余进而讨论是否规划出适当的税负方式。
After all, all loyal customers could become the defender of enterprises, not just the role of spokesperson (circulator).
毕竟，忠诚的顾客都可能成为企业的捍卫者，而不只是代言（传播）的角色。
6. Like deciding how many people and who will attend the exhibition.
比如决定多少人以及谁将出席展会。
like作为介词时，后面应该加名词或动名词。这句话中like就是介词，意为“如……”。
The company promises future improvements in tasks like networking, but applications are still a sore point。
公司承诺未来改善多项任务，比如网络，但应用程序仍是个痛点。
7. I’ll call you once I make the reservation.
一旦预订好我就给你打电话。
once 一旦……就……，用作连词，用于引导时间状语从句。
Once she has made up her mind, nothing can change it.
她一旦下定决心，就很难改变。
Once you begin, you must continue.
你一旦开了头，就要继续下去。
The samples will be sent once we receive your requirements.
你一旦提出要求，我们就会给你寄样品。
Exercises
I. Ask and answer the following questions in pairs.
1. Whom did Farmer want to speak to?
2. What did Farmer want to do?
3. What suggestions did Yang Min give to Farmer?
4. What was the exhibition about?
5. What time did the exhibition start?
6. If you want to know more about the exhibition, what would you do?
7. What would Yang Min do if he comes to attend the exhibition?
8. Yang Min made sure he could come to the exhibition, didn’t he?
9. When can Farmer get Yang Min’s reply?
10. When would Yang Min arrive in America?
11. What else did Yang Min ask Farmer to do?
II. Fill in the blanks with proper words or phrases.
1. All visitors to the ______ must report to the main service desk.
2. The manager is breaking in a new ______.
3. China will ______ an exhibition of international garment machinery.
4. What calendar should you use with this ______?
5. Department stores ______ their goods in the windows.
6. Can you attend the ______ this afternoon?
7. We can ______ with people in most parts of the world by telephone.
8. He went to the hotel desk to make a ______.
9. I’ve ______ trying to get a visa; there is too much red tape involved.
10. After you have your employment ______, you can transact your Invitation Letter.
exhibition, give up, display, meeting, reservation, host, communicate, license, assistant, date information
III. Translate the following dialogue into English orally.
A：你好，我是来自伦敦的汉克。想找一下市场部的赵经理。
B：我就是。汉克你好。有什么需要我帮忙的？
A：赵经理，我想跟您商量一下关于我和斯蒂芬去您公司探访的事宜。首先我想问一下时间定在6月份是否可以？
B：我看一下。6月5日到20日之间都可以。20日之后我要去广州出差一星期。
A：那我们就订10日左右的飞机。
B：订好机票请告诉我航班，到时候我们去机场接你们。你们计划在我们这儿停留几天？
A：那太好了，谢谢。我们预计停留5天，主要想和你们谈下贸易合同，另外还想参观下你们的两个工厂。
B：好的，我知道了。我们会按你们的活动计划做一个详细的日程安排，然后给你传真过去。
A：还有一件事。您能帮我们订下酒店吗？
B：没问题。我们市有香丽酒店，五星级，与我公司有长年合作关系。我们订房间，酒店还可以给予价格优惠。
A：那太好了。帮我订两个单人间，商务套间也可以。房间要能连接互联网。
B：好的。等你告诉我航班，确定了到达时间后，我就预订房间。
A：谢谢您。
Background Knowledge
接打电话的礼仪
电话被公认为是目前最为便利的通信工具之一。企业在国内外商务交往中的联系与沟通经常会使用电话来进行。业务人员不仅要良好地运用电话语言，还要懂得电话礼仪。
（一）接电话礼仪
在办公电话机旁边平时应备好记录的纸笔，当对方需要留言时，就可以马上记录下来，对方不需要等待。接电话时最好停止其他一切不必要的动作，停下原来正在做的事情，以便让对方感觉到你在专心听电话，这是有礼貌的表现。
一般应该在铃响三声之内接起电话（这是星级酒店对接听电话的硬性要求），并主动问候和报出所在部门，如“Good morning. What can I do for you?”或者“Marketing Department / ABC Company. Can I help you?”之类。
如果对方未报姓名，则应礼貌地询问：“May I ask who is calling, please?”若作为秘书接到找领导的电话，也可以这样问，以便告诉领导何人来电话；领导若不在办公室，更应留下对方的姓名和电话，并将对方电话要谈的事项做简要记录（前提是对方愿意告知）。询问时可以说：“What is this call regarding?”
在与国外人士通话时，如果没有听清或听懂对方的话，可以礼貌地要求慢点说或重复一下，如：“Could you speak slowly, please?”“I’m sorry, I didn’t catch you. Would you please say it again?”
如果对方是来咨询或洽谈相关业务的，与对方通话结束时，可以说：“Thank you for your calling.”
（二）代接电话礼仪
如果电话要找的是其他人，应该礼貌地进行转接，一般说：“Hold on a moment, please. I’ll get him / her for you.”或仅仅：“Wait a moment, please.”如果要找的人在同一房间，直接叫同事来接电话。如果不在同一房间，或离得比较远，不要大喊名字。恰当的做法是走过去叫人接电话。如果可以将电话直接转给相应的分机，可以说：“I’ll put you through to his / her office.”
如果找的人不在，可以礼貌地告诉对方：“He’s not available.”或“He isn’t in. He will be back after 10 o’clock.”如果对方要留言，一定用笔记清楚，不要只用脑记。对方留言后，应该重复一遍对方留言的内容，以确定记录完整准确。
对方若索要同事的手机号，一般不要轻易告知，因为可能涉及同事的隐私。如果对方是认识的客户，则在对方有急事的情况下告诉同事的联系方式；或先用自己的手机联系一下同事，确认是否可以给出手机号。
（三）打电话礼仪
业务交流电话应该选择对方的工作时间。要先了解对方的上下班时间，尽量不要在对方刚刚上班或者很快就要下班的时间打电话。通话时间也不宜过长，应简明扼要，清楚准确地说明你要谈的事项。
在打电话之前应做好准备工作，特别是与国外客户的电话联系。最好事先将要讲的内容在纸上列出来，这样在交流时就不会遗漏重要事项。
电话接通后，要报出自己的名字和单位，如：“This is Wang Lin calling from China.”然后说出你要找的人，如：“Can I speak to your Marketing Manager, Mr. Smith?”如果接电话的人不是你要找的，需要对方帮助转接或叫人，要礼貌地表示感谢。若要找的人不在，需要留言，应说：“Would you mind leaving a message for me?”
如果对方是年长者，或者打电话的是男性而接电话的是女性，一般应等对方先挂电话后，自己再挂，以表示尊重。