商英get到手 职场任我走

Explaining the procedure and clarifying the purpose of the meeting

l  Given the timing today, let’s focus on…

l  The main objective today is…/What we want to achieve today is…

l  This is a working session so please feel free to ask any questions as we go along.

l  Could you all please stay on mute during the presentation?

Dealing with connection problems

l  Could you go on mute if you are not speaking as there is a lot of background noise?

l  I’m sorry. What was that?

l  I’m sorry. I didn’t catch what you said. The line was breaking up.

Asking participants for their opinions

l  Xx, do you have anything to add?

l  Any questions before I move on to the next slide?

l  I have a question about…

l  How will the xx affect xx?

l  I didn’t understand why..

l  Could you clarify the second step in your solution proposal?

Summarizing.

l  Let me just summarize that for everyone.

l  Just so we all understand, can I just clarify a couple of points for everyone?

Ending the call

l  I’ll follow up this conference call with the action items list and I’ll also set up another meeting.

l  Thanks everyone and I’ll speak to you all soon.

l  Thank you to everyone for your contribution today.

Conference call

Announce yourself and welcome participants.

l  Good morning/afternoon, this is xx

l  Good afternoon Tom. Thank you for joining us today/Good to have you here.

l  Let’s give Tom/others a few minutes to join.

l  I’d like to mention that we have xx joining us today.

l  Hi, everyone, thank you for waiting. Another meeting ran overtime.

Making small talk

l  How is everyone?

l  How was everyone’s weekend?

l  How’s everyone’s week going?

（插播 small talk技巧）

三个技巧：

1.     夸赞Drop a compliment

l  **You look great today. **

l  You look very refreshed. Did you have a good rest over the weekend? 前面升级版

l  You look great with this shirt! / That is a nice dress! It looks great on you. Where did you get that? / I like your bag/shoes! Very classy.优等，漂亮 Did you just buy it?

l  Great job on the presentation this morning 某某. Everyone was talking about it at the pantry 茶水间just now.

2.从身边事物入手Use a surrounding object as an anchor

l  从演讲者入手: The speaker is doing a great job. I like the section where he talked about the role of innovation in startups. What do you think about that? 

l  从commute入手: I had such a hard time finding the location! It took me about 20 minutes to find the place. What time did you get there?

l  从对方午餐入手: It smells so good, what is that?

l  从菜单入手:I’m thinking between the Salman salad & Crab cake, and I’m not sure which one to pick. They both look so good, don’t they? 

3.介绍自己Introducing yourself

l  I don’t think we’ve been introduced. I’m xx 

l  You must be xx. I’m xx.

合同谈判话术

客套话：

l  I am glad to talk with you today to discuss the detail of your order.

l  I’d be happy to answer your questions.

l  I hope this meeting will be productive.

求同存异：

l  I can see that we have a conflict here. Maybe we can find a way around it.

l  I understand you can’t meet (my shipment deadline). However, we need to come up with some options that will get my delivery there faster. Let’s brainstorm.

以退为进：

l  If you can make a concession让步, I think we can discuss this further.

各让一步：

l  Let’s meet each other halfway/make some compromise.妥协

委婉拒绝：

l  I think we need more time to consider this request.

l  I’ll have to check with my boss. I’ll let you know as soon as I got the answer.

l  We really want to cooperate with you again. However, with what you are currently able to offer, we may have to decline this time.

l  I appreciate all you’ve done to make this deal work. Problem is, I may not be able to accept the terms you’re offered. 

l  Your offer is tempting. However, I will have to consider my options. 

转移话题：

l  We seem to have a deadlock here.僵局

l  I suggest that we can take a little break.

Phone call

开头介绍/寒暄

Hello，good morning/afternoon, this is xx sales manager from xx company, how are you? / How’s it going?

Hello, xx, this is xx speaking. Is it a good time to talk?

进入正题

l  So, regarding…/In regard to… /Today we are going to talk about

l  Have you read through my email?

l  Back to the project, may I know…?

没听清没听懂

l  Sorry, it seems like your voice is breaking up. Could you please say that again?

l  Sorry, I didn’t catch the last sentence.

l  I can’t hear you clearly due to the noise in the background.

回应客户（积极）

l  Oh. That’s awesome!

l  Great to hear that！

l  I am so excited to know this!

回应客户（消极）

l  I’m afraid…but…

l  I am sorry it may not meet your requirements as…

同意客户

l  Exactly!

l  Definitely!

l  I can’t agree more!

l  I think we are on the same page.

结束通话

l  Okay, I think that’s everything for today.

l  Let’s keep in touch and talk soon!

l  I will talk to you soon! Bye!

l  It’s nice to talk to you, and enjoy the rest of your day！

发错邮件时解释

第一：apologize表达歉意

l  I want to apologize for mixing up混淆 the files for xx company and xx company. (发错附件)

l  You may have noticed that we sent you the wrong (type of information) in our last email. (发错信息或附件)

l  You might accidentally receive the email below. I apologize for any confusion. (发错人：可再次转发错的邮件，且把subject line改为Oops开头)

l  I’m sorry. I didn’t mean to…/ I’m particularly sorry for..(万能)

l  Please allow me to apologize for…/ please accept my apology for..（+道歉原因，万能）

l  I would like to apologize on behalf our company. (代表公司给客户/甲方道歉)

第二：acknowledge/recognize 表示认识到给对方的不便

l  We are sorry that would cause you inconvenience…

l  I understand that our actions meant…

l  I can imagine that you felt like..

l  We see that our actions impacted you unnecessarily…

第三：explain 解释原因

l  In our efforts to optimize our distribution process优化分销流程的过程中, we overlooked…忽视了…

l   The defect/problem was caused by…

l  The error was due to… 

l  Our internal communication failed. As a result of …

第四：promise保证下不为例（用于代表公司对外发的承诺邮件）

l  We’re convinced that the changes we’ve implemented will prevent this from happening again.

l  In the future, our focus will be on…,so that  

l  We’ll be increasing our efforts when it comes to…, so that in the future..

l  We’ve increased our efforts to ensure that…

l  I can promise you that the highest quality standards will be met going forward.继续满足最高的质量标准

示例：

Hi，xx

You may have noticed that we sent you the wrong xxx in our last email.

First, we want to apologize for any inconvenience our mistake might have caused you.

Our (problem cause) and this resulted in导致了(issue).

Nevertheless, we want to continue to provide you with the best service we can, so please accept this coupon for your next purchase on our website.

Feel free to contact us anytime if you have any questions..

Kind regards,

催劝客户尽快下单

1.     In order to keep this spot in production the factory really needs to receive your deposit this week and put your order into their schedule officially. We only have until the end of this week and we have convinced factory side that by showing your remittance汇款(rather than funds in our account) they’ll hold thisspot. Otherwise, they’ll have to give it to one of the dozens of other people desperate to get stock in.

2.  I only write this email to inform you of the situation, no pressure whatsoever, if you don’t need your stock until around April 2021 then there is no issue at all. It makes no difference to us, just trying to help as I know you are extremely busy.

The last thing I don’t want is for you to come back online in a few weeks and get frustrated that you won’t have any products arriving until April 2021.

套用句型

1.     未收到回复，确认对方是否收到

l  As there is no reply from you regarding to my below email, would you please let me know your comments accordingly(因此，于是，相应的，照着)

由于没有收到你对我以下邮件的回复，请问你是否可以告诉我们你的反馈？

l  I was wondering if you received my mails as below. Could you please kindly check it and let us know your valuable comments?

2.     跟进老客户，问有无新订单

l  It has been a while since your last order, sincerely hoping our product performs well in your market. Please let us know if you have a new order plan. It will be a great pleasure for us to work with you.

l  过年前下单I was writing to let you be advised that + specific issue (e.g this year’s CNY holiday will be earlier than previously from 24th Jan 2020). Therefore, I was wondering if you have any intended有意的，打算order plan? It will be helpful if you can share with us the information.

3.     老客户寒暄

l  Glad to receive your reply, and taking the time to send us your valuable feedback.

l  ** Time can tell a lot, like our good partnership and cooperation during the past xx years. We would like to and will always value our friendship over the future more years.

4.     开发新客户：发目录或询问数量

l  After carefully review your product requirement, we have selected some of our items and here send you the attached picture/cataloguefor your reference.

l  After your checking, please kindly let me know your intended items and quality.

（四）邮件结尾closing line

1.     Have a nice day/weekend.

2.     Hope it helps.

表示你可以提供帮助

l  If I can be of assistance,有帮助，有好处 please do not hesitate to contact me.

l  Drop me a line告诉我if I can do anything else for you. 

l  Please let me know if this works / if you are available / if that sounds good / if you need anything else.

对方等你消息时

l  I will let you know (what I hear back) / (once the information is available).

l  I will keep you updated on this matter.

期待得到回复等..

l  I look forward /（Looking forward) to hearing from you soon / to getting your feedback / to meeting you next Tuesday/ to speaking with you tomorrow / to discussing the details and next steps. 

（五）  Sign off

l  Thanks / thank you.

l  Best 

l  Regards

l  Sincerely

+全名

自动回复模版  automatic out of office message reply

万用模版template

Thank you for your email. I will be out of the office from xx to xx and will have limited access to email. If this is urgent, please contact (name) at (email) or (phone). I will do my best to respond promptly to your email when I return on xx/xx.

Best regards,

1.1   schedule a meeting / call

l  Would you be available for a quick call(tomorrow/this week/at 11am on Tuesday)to talk xx (through XX Wechat)?

l  Wanted to see if you would have a few minutes tomorrow to talk on the phone?

l  I think a quick phone call would help us make sure we’re on the same page.

l  We are happy to jump on a call to discuss.

l  I would like to schedule a meeting on Tuesday if you are available then.

l  I will send out an invite for 11:30. / I will update the invite. Talk to you then. 

l  I think meeting in person would be perfect. Let me know what timing makes sense.

l  We are at xx training from Mon-Wed, but could break away for a few minutes to walk through it. Alternatively, we could walk through it Thursday or Friday. 

提供资料/信息

l  Below you will find more info on xx and the xx.

l  Please refer to the attachments for details.详见附件

l  Please find attached the following: 查收附件

l  Unfortunately/I am afraid that..(inform 坏消息e.g. we need to reschedule/rearrange/cancel the meeting).

l  We have a few deliverables 名词可交付物，成果 for you today. They are as follows:

感谢

l  Thank you for that information/ that clarification/ the update.

l  Thank you in advance!

l  Thank you for your help/assistance.（帮忙后）

l  I would appreciate your help/input/feedback.

l  Any feedback/guidance/insight on this would be greatly appreciated.

l  Sounds good / Perfect. Thank you!

l  Thanks for your time this afternoon.

l  It was so good to see you yesterday! Thank you for taking the time to walk through the process with us and hear out our ideas!

l  Thank you again for your time yesterday. Xx and I were discussing how helpful it was to walk through the models and the projections in person.

 Inquiry 咨询/询问

l  我们有一些问题希望你能回答。首先，xx。你也能帮我xx吗?最后,xx。

l  We would appreciate if you could clarify what the current issues with xx (e.g. the delivery system are), and confirm when you expect them to be resolved.

l  如果您能阐明xx目前存在的问题(比如交付系统)，并确认您希望何时解决的话我们会非常感激。

l  I would also like to know about some more details/background/context about xx (e.g. the product).

l  我还想知道更多关于xx的细节/背景/(例如产品)

l  Can you tell me which agency/(who) might be able to give me background information on xx?

l  您能告诉我哪个中介机构可以提供我关于xx的背景资料吗?

l  Would it be possible for our team to meet/call once a week?

l  我们团队可以每周见面/打一次电话吗?

l  Just wanted to check to see if you would like sth done (e.g. quarterly budget updated).

l  只是想看看你是否想做某事(例如更新季度预算)。

l  Does this include xx (e.g.the payment on xx tab)?

l  这是否包括xx(例如xx账单上的付款)?

l  Are you referring to xx? Are those the ones that A said that xx (e.g. they weren’t planning on doing evaluation)?

l  你指的是xx吗?是A说xx的那些吗(比如他们不打算做评估)?

l  Do we have enough data/details from A or do we need to ask A to xx。。

l  我们有足够的资料/细节信息吗?还是需要请A去xx

l  Are you going to be doing xx (e.g. making the adjustments to the sales report)?

l  你打算做xx(例如调整销售报告)吗?

l  Would you be willing to speak in the next morning on xx?

l  第二天早上您愿意就xx发言吗?

礼貌提醒 催催催

l  催同事：Do you think you can get the signed contract back to us by Friday?

l  你认为你能在星期五之前把签了字的合同还给我们吗?

l  催老板：Just a brief reminder that once I receive your feedback on…, I will be ready to move forward with…

l  我只想简短地提醒您，一旦收到您关于……的反馈，我将准备开始……工作。

l  催客户：I look forward to hearing from you at your earliest convenience. 

l  我期待着尽快得到您的答复。

l  May we know if there’s any update regarding…

l  我们能知道关于…有什么更新吗?

l  I wonder if it be possible for you to reply to my previous email regarding…?

l  我不知道您是否可以回复我之前关于…的邮件?

l  I was just wondering if you’d had the opportunity/chance to read my previous email about..?

l  我想知道你是否有机会读我之前的邮件关于..?

l  I am sorry to chase you on this, but would it be possible for you to respond to my yesterday’s email ASAP?

很抱歉就此追问您，您能尽快回复我昨天发的邮件吗?