廣西國際商務(wù)職業(yè)技術(shù)學(xué)院

1、廣西國際商務(wù)職業(yè)技術(shù)學(xué)院實訓(xùn)項目手冊實訓(xùn)名稱：高職商務(wù)英語口語（商務(wù)接待與談判）適用專業(yè)：高職外經(jīng)貿(mào)相關(guān)專業(yè)高職商務(wù)英語口語實訓(xùn)項目內(nèi)容（商務(wù)接待與談判）Brief Introduction of the Companies公司簡介 HYPERLINK /si/6007000710512/Homepage.htm Smartocean Industrial Ltd.Company ProfileBusiness Type: Exporter, Manufacturer, Trading CompanyTotal Annual Sales: US$500,000 to 599,999 No. o

2、f Total Staff: 60 to 79 Year Established: 1978Current Export Markets: Eastern Europe, North America, Mid/East Africa. Central/South America, Asia, Western Europe, AustralasiaNo. of R&D Staff: 50 to 59 No. of Engineers: 5 to 9 Product Range: Flashing novelties, Roller skate shoes, Christmas lightsFac

3、tory ProfileTotal Area: 15000 square meters(161458 square feet)Location: Nanning, GuangxiProduction Staff:600 to 649Site Advantages/DescriptionWe are located in Nanning New & High Tech Industrial Development Zone, which belongs to Guangxi Beibu Gulf Economic Zone. Its only 180 km to HYPERLINK marine

4、.gr/china/fangcheng/ t _blank Fangcheng port which is one of the 19 pivotal ports in China and the biggest port in Guangxi.Link to the company related site: HYPERLINK /si/6007000710512/Homepage.htm /si/6007000710512/Homepage.htm公司概況企業(yè)類型：出口商、生產(chǎn)商、貿(mào)易公司年銷售總額：500,000至599,999美元員工人數(shù)：60至70人創(chuàng)立時間：1978年目前出口市場：

5、東歐、北美、中/東非、中/南美州、亞洲、西歐、澳大拉西亞(研發(fā)員工人數(shù)：50至59人工程師人數(shù)：5至9人產(chǎn)品范圍：閃光飾品、輪式溜冰鞋、圣誕燈飾工廠概況總面積：15,000平方米（161,458平方尺）地址：廣西南寧市生產(chǎn)員工人數(shù)：600至649人工廠優(yōu)勢/描述：本廠位于廣西北部灣經(jīng)濟(jì)區(qū)內(nèi)的南寧高新技術(shù)產(chǎn)業(yè)開發(fā)區(qū)。離防城港僅180公里。防城港是中國19個樞紐港之一，也是廣西最大的港口。相關(guān)公司鏈接 HYPERLINK /si/6007000710512/Homepage.htm /si/6007000710512/Homepage.htmAdhere Promotions Pty Ltd.Co

6、mpany Profile:Business Type: Supplier, Agent, Trading CompanyYear Established: 1995Product Range: Promotional Items, Corporate Gift, Headwear, ApparelAddress: Rouse Hill NSW 2155, AustraliaPhone: 612 9674 9800 Fax: 612 9674 9822 Company DescriptionAdhere Promotions supplies a full range of quality d

7、ecorated Promotional Items, Corporate Gifts, Headwear and apparel. The combination of our experience, creativity and technology mixed with the latest products and trends from leading manufacturers around the world has given us a solid reputation as a leading promotional and corporate gifts business

8、in Australia.Over the past 10 years, Adhere Promotions has concentrated on sourcing and developing long-term relationships with the best manufacturers.Link to the company related site: HYPERLINK /adhere_banner.html /adhere_banner.html公司概況企業(yè)類型：供應(yīng)商、代理商、貿(mào)易公司創(chuàng)立時間：1995年產(chǎn)品范圍：促銷物品、公司禮品、頭飾、服裝公司地址：Rouse Hill

9、 NSW 2155, Australia電話：612 9674 9800傳真：612 9674 9822公司描述本公司供應(yīng)齊全的高品質(zhì)、裝飾精美的促銷物品、公司禮品、頭飾、服裝。集合我們的經(jīng)驗、創(chuàng)新、技術(shù)，再加上世界領(lǐng)先的生產(chǎn)商最新的產(chǎn)品和動態(tài)，使我們在澳大利亞的促銷和公司禮品行業(yè)中 HYPERLINK .hk/search?hl=zh-CN&lr=lang_zh-CN%7Clang_zh-TW&newwindow=1&safe=strict&sa=X&ei=O3U8TMblKIzsvQOfjrD7Dg&ved=0CA8QBSgA&q=%E9%81%A5%E9%81%A5%E9%A2%86%E

10、5%85%88&spell=1 遙遙領(lǐng)先，并贏得了卓著的信譽。在過去的10年里，我們公司主要致力于采購以及與最好的生產(chǎn)商建立長期的業(yè)務(wù)關(guān)系上。相關(guān)公司鏈接 HYPERLINK /adhere_banner.html /adhere_banner.htmlBrief Introduction of the product產(chǎn)品簡介Product Description:OurKey Finderis a nice item for living. If you misplace your keys just whistle, the key ring will beep intermittentl

11、y and the light will flash so that your keys will be found and you will never be worried about losing your keys again.Batterer InformationPower: Requires 2*AG 13 button cell batteries (included).Please remove plastic tag to activate the Key Finder.The unit operates on 2*AG3(1.5V)button cell batterie

12、s. The batteries are not replaceable but your Key Finder key ring will give you approximately 6,000 uses with the current battery.Product InformationModel & Name: Item No.3117 Key FinderDimensions: 45 x 35 x 10mmMOQ: 3KPrice FOB Fangcheng:5-10K USD0.40/PC 20-50K USD0.35/PC 100K USD0.30/PC Packing: p

13、acking in the white box;240pcs/60*37*25cm;g.w./n.w.:7/6.5kgsPrinting logo, plus US$0.02/color on the base priceLogo set up charge: US$100.00/DesignSample Delivery time: 5-7 days after order confirmed.Delivery time: 7-10 days after sample approved Payment: 30% deposit by T/T before product and balanc

14、ebefore shipment.CE certified產(chǎn)品描述我們的 HYPERLINK /v_show/id_XMTcwNzExNjky.html t _blank 鑰匙尋找器是生活的好助手。如果你忘記把鑰匙放在什么地方，吹聲口哨，鑰匙扣就會斷斷續(xù)續(xù)地嘟嘟響，燈光會不不斷地閃，你就能找到鑰匙。這樣，你就不用擔(dān)心再弄丟了鑰匙電池信息電源：兩塊AG13的鈕扣電池請撕去塑料標(biāo)簽以激活 HYPERLINK /v_show/id_XMTcwNzExNjky.html t _blank 鑰匙尋找器部件在兩塊AG13（1.5V）的鈕扣電池下工作電池?zé)o法更換，但 HYPERLINK /v_show/id

15、_XMTcwNzExNjky.html t _blank 鑰匙尋找器在目前的電池下能使用6,000次。產(chǎn)品信息型號及名稱：No.3117 HYPERLINK /v_show/id_XMTcwNzExNjky.html t _blank 鑰匙尋找器規(guī)格：45X35X10毫米起定量：3000件FOB防城港價：5,000至10,000件 0.40美元/件 20,000至50,000件 0.35美元/件 100，000件 0.30美元/件包裝：白色盒子包裝；240件/60X37X25厘米；毛重/凈重：7/6.5千克標(biāo)志印刷，在原價上每種顏色加0.02美元制作標(biāo)志費用：每次設(shè)計100.00美元樣品送交時

16、間：訂單確認(rèn)后5-7天交貨時間：樣品確認(rèn)后7-10天付款：產(chǎn)品生產(chǎn)前通過T/T方式交30%的定金，剩下的在裝船前付清CE安全認(rèn)證實訓(xùn)項目一：建立商務(wù)關(guān)系Establishing Business RelationsPart Key Words & Phrasesimpressed 印象深刻的exhibition hall 展廳product 產(chǎn)品quality 質(zhì)量design 設(shè)計display 展示catalogue 目錄pamphlet 小冊子be interested in 對感興趣establish relations with 與建立關(guān)Part Communicative-func

17、tional Language1. My name is Mr. Brown. Im from Australia. Here is my card.2. Our lines are mainly arts and crafts.3. We have been in this line of business for more than twenty years.4. Theyve met with great favor overseas and are always in great demand.5. Concerning our financial position, credit s

18、tanding and trade reputation, you may refer to Bank of Hong Kong, or to our local Chamber of Commerce or inquiry agencies.6. Now Ive a feeling that we can do a lot of trade in this line. We wish to establish relations with you.7. We would like to ask you to kindly send us the related information.8.

19、Were so much looking forward to seeing you again.9. Im just looking at the moment.10. Have you come across our products before?11. Im afraid I dont have time at the moment. But I would like to read some more about your products.12. Here are some of our latest brochures with up-to-date information on

20、 all the ranges. And also my card.13. Please contact me, if you need any more information.Part Communication KnowledgeWhen a client is coming for business purpose, the host should stand up and receive the guest, offer a chair and a cup of coffee, he shouldnt sit down until the guest takes a seat. Wh

21、en the guest rises to leave, the host should go with him as far as the door of the office or the elevator.A handshake can create a feeling of immediate friendliness of instant irritation between two strangers. The proper handshake is brief, but there should be firmness and warmth in the clasp. It sh

22、ould always be accompanied by a direct look into the eyes of the person your shake your hand with.While speaking with a visitor, you should bear in mind that listening is as essential as talking. Nothing is more irritating and insulting to a visitor to have an appointment interrupted by continual ph

23、one calls.如果客戶是為商務(wù)目的而來，主人要起身接待客人，給他讓一個座位并且倒上一杯咖啡，在客人落座之前主人不能坐下。當(dāng)客人起身告辭時，主人需將客人送到門口或者電梯口。握手可以使本來陌生的兩個人馬上建立起友誼。正確的握手要迅捷，但是在握手的瞬間應(yīng)有力度并且充滿熱情。在握手的同時要目光直視對方。在與來訪者交談時，要記住傾聽是交談的基礎(chǔ)。沒有比不斷被電話打擾更加令來訪者惱怒和羞辱的事了。Part Warm-up Activity1. Group discussion: In which ways can you test and open up domestic and foreign m

24、arkets and find new business opportunities? When you want to establish relationship with a company which you dont know, some organization can be of some help to you. There are some organizations listed below. Say how they can help you.banks in the buyers countryChambers of Commerce in foreignconsula

25、tes stationed abroadvarious trade associationstrade directorynewspaper and advertisement2. Pair work: Make a dialogue with your partner according to the situation given: You recently find a new supplier in the internet. You are now making a phone call to the company to establish business relationshi

26、p. You want to get some information about their scope of business, financial condition and credit condition. Part Situation Simulation PracticeDirections: Make a business conversation with your partner according to the information given in the cue card. Cue Card ASituation: Ms./Mr. Wilson and Ms./Mr

27、. Li are talking about establishing relations with each other in the exhibition hall of China-ASEAN Expo.You are Ms./Mr. Wilson, the Director & Purchasing Manager of Adhere Promotions Pty Ltd. You need to:Show interest in the products and ask the business scopeTell that Item No.3117 Key Finder is th

28、e model you are most interested inAsk for catalogues and price listsGive contact informationPromise to arrange a business trip to Ms./Mr. Lis companyYou start the conversation.Cue Card BSituation: Ms./Mr. Wilson and Ms./Mr. Li are talking about establishing relations with each other in the exhibitio

29、n hall of China-ASEAN Expo.You are Ms./Mr. Li, the Sales Representative of HYPERLINK /si/6007000710512/Homepage.htm Smartocean Industrial Ltd.You need to:Talk about the business scope of your firmGive a brief introduction to Item No. 3117 Key FinderProvide catalogues and ask for contact informationI

30、nvite Ms./Mr. Wilson to have a business trip to your companyYour partner will start the conversation.實訓(xùn)項目二：商討行程安排Discussing the Trip ArrangementPart Key Words & PhrasesAgenda 議事日程；日常工作事項Arrange 安排Preference 偏愛；嗜好Appreciate 感謝；感激Convenience 方便Recommend 推薦suit somebody 適合某人reserve 預(yù)訂flexible 靈活的；可變通的r

31、ecreation娛樂; 消遣Part Communicative-functional Language1. Would you be kind enough to tell me in great details about the trip? 2. Could you tell me your flight number/arrival time?3. How long will you stay? 4. About seven days. If necessary, we could stay longer.5. I want to ask your opinion about the

32、 schedule of the next five days. I wonder if it would suit you.6. Do you have any special preference?7. I have nothing in particular.8. In this case, Ill make some minor changes to meet your need.9. If possible, could you arrange a visit to your factory?10. Its very kind of you to make such an arran

33、gement.11. What do you have in mind for these three days?Part Communication KnowledgeWhen making a call to discuss the trip arrangement with your customer, you should pay attention to the following techniques:1) Be prepared. Review written material first, if at all possible. Make a list of questions

34、 in order to be clear about what information you need.2) Avoid starting the process when youre rushed. Relax! Makes sure you have a big pad of paper, a glass of water, and a reasonable amount of time.3) Be modest and polite. Tell the person on the other end of the line that youre an amateur, and tha

35、t you hope they can give you some guidance. 4) Avoid yes or no questions. They dont open people up.5) Create a notebook or other organizer in which to record your information. Dont put it on little scraps of paper that can easily get lost.當(dāng)打電話與客戶商量行程安排進(jìn)，要注意以下技巧：1）做好準(zhǔn)備。如果可能的話，首先要再看一下書面資料。把想要問的問題列一張清單

36、以便清楚自己需要得到哪些信息。2）不要匆匆忙忙開始打電話。放松下來。確定你準(zhǔn)備好了一個便條簿，一杯水，和充足的時間。3）要謙虛和有禮貌。告訴電話另一頭的人你還是生手，希望他們能給你指點。4）避免“是”或“不是”的問題。這并不能讓對方告訴你詳情。5）設(shè)計一本筆記簿或其它的備忘記事本。這可以記錄你需要的信息。不要把信息隨手記在一張小紙片上，這樣容易丟失。Part Warm-up Activity1. Group discussion: If you are asking an American visiting client about his preference, what details s

37、hould you get? Some various choices are listed below.entertainmentfoodsightseeingaccommodation2. Pair work: Make a dialogue with your partner according to the situation given: You are discussing a 4-day itinerary with the secretary of an American businessman, Hubert. His major concern is whether a n

38、ew contract can be made during Huberts visit. So, you should see to it that enough time is given to the negotiations. When it comes to recreation and other activities during the visit, you should ask the secretary what Mr. Huberts interests are.Part Situation Simulation PracticeDirections: Make a bu

39、siness conversation with your partner according to the information given in the cue card. Cue Card ASituation: Ms./Mr. Li is calling Ms./Mr. Wilson to inquire about the business trip in order to be well prepared for it.You are Ms./Mr. Wilson, the Director & Purchasing Manager of Adhere Promotions Pt

40、y Ltd. You need to:Tell the arrival time of your flight is June 20Tell your flight number is QF187 1145-2155Tell you will stay for 5 daysHope Ms./Mr. help you reserve a suit for 5 days and arrange your returntickets re-confirmation in ChinaYour partner will start the conversation.Cue Card BSituation

41、: Ms./Mr. Li is calling Ms./Mr. Wilson to inquire about the business trip in order to be well prepared for it.You are Ms./Mr. Li, the Sales Representative of HYPERLINK /si/6007000710512/Homepage.htm Smartocean Industrial Ltd. You need to:Ask the arrival time of the flightAsk the flight numberInquire

42、 about the stay periodInquire about all the requirements of the business tripTell Ms./Mr. Wilson you will send someone to pick up him that dayYou start the conversation.實訓(xùn)項目三：機場接機Receiving Foreign Guests at the AirportPart Key Words & Phraseson board在飛機（火車, 船）上luggage 行李journey 行程；旅程jetlag 時差反應(yīng)on be

43、half of 代表pick up 接manage 應(yīng)付，能解決parking lot 停車場van 行李箱drive to 開車前往Part Communicative-functional Language1. How do you do? Im looking forward to meeting you.2. My name is Li, the general manager of China Textile Import and Export Company.3. Let me introduce you to our manager, Mr. Smith.4. Let me he

44、lp you with your luggage?5. Is this all your luggage?6. Thank you very much for picking me up. 7. I hope youve had an enjoyable trip.8. I welcome you on behalf of our General Manager. How was your journey?9. The flight was smooth, and the service on board was good.10. Is this your first visit to Bei

45、jing?11. If all is ready, wed better start for the hotel.12. Lets put your baggage in this van.13. Please take your seat. I will sit at the back.14. No, thanks. I can manage all right.15. You must be very tired after your long trip.Part Communication KnowledgeIf you want to make a good impression on

46、 the guests, the first step is receiving them at the airport. You need to confirm the arrival time of the plane and arrange the transportation. You should dress formally like formal dresses, suits, make-up and hairstyling in order to display the companys and your good images. This is the first step

47、to a successful business. After the greeting and introduction, you can talk with the guests about the journey or other topics to show your concern and shorten the distance. As a receptionist, you should offer to help the guests with their luggage. On the way to hotel, you can introduce the sights al

48、ong the Way, or the change of the city. This can avoid the embarrassment of silence, and at the same time deepen the understanding of each other. It is an effective chance to communicate with the guest on the car. You can inquire the clients potential need and real purpose of the visiting. After you

49、 arrive at the destination, you should open the door of the car for the guests.要想給客人留下良好的印象，機場接機是較重要的第一步。確定飛機抵達(dá)時間，和用車。著裝應(yīng)正式，選擇西裝、套裙等，展示公司、個人的良好形象，這是邁向生意成功的第一步。在介紹和問候后，可以詢問旅途狀況來繼續(xù)話題，以表示對客戶的關(guān)心，拉近雙方的距離。作為接待人員，應(yīng)主動提出替客戶拿行李，使客戶感受到你的熱情。在去酒店的路上，主人可以介紹一些沿途的風(fēng)景、城市的情況或變化，不僅可以避免無話可談，也可以加深客人對到訪地的了解。在同車時，是有效溝通機會，詢

50、問客戶潛在的需求和來訪真實目的等。到達(dá)目的地后，盡可能為客人開車門。Part Warm-up Activity1. Group discussion: What should you prepare before you are going to the airport to meet a foreign guest who you never met before? The following are some of the aspects you should give your consideration.Identification SignDeparture TimeDressGif

51、t2. Pair work: Make a dialogue with your partner according to the situation given: Suppose you are a secretary from Nanning Light Industrial Products Import & Export Corporation. You are to meet Mr. Stephen from England at the airport. You never see each other before. You are to greet the guest and

52、introduce yourself.Part Situation Simulation PracticeDirections: Make a business conversation with your partner according to the information given in the cue card. Cue Card ASituation: Ms./Mr. Wilson has arrived at the airport. Ms./Mr. Li is now at the airport to meet her/him and arrange for the tra

53、nsportation to the hotel.You are Ms./Mr. Wilson, the Director & Purchasing Manager of Adhere Promotions Pty Ltd. You need to:Find Ms./Mr. Li and make greetingThanks for meetingTalk about the journeyTalk on the way to the hotel.You start the conversation.Cue Card BSituation: Ms./Mr. Li is calling Ms.

54、/Mr. Wilson to inquire about the business trip in order to be well prepared for it.You are Ms./Mr. Li, the Sales Representative of HYPERLINK /si/6007000710512/Homepage.htm Smartocean Industrial Ltd. You need to:Greet the guest and introduce yourselfAsk about the journeyOffer helpArrange for the tran

55、sportationTalk on the way to the hotel.Stop the conversation on the care.Your partner will start the conversation.實訓(xùn)項目四：入住酒店Checking-in a HotelPart Key Words & Phrasescheck in 入住登記fill in 填（表）registration form 入住登記表passport 護(hù)照room charge 房費deposit 押金receipt 收據(jù)suit 套房bellboy 門童room service 客房服務(wù)though

56、tful 考慮周到的Part Communicative-functional Language1. Would you mind giving me your passport and filling in this registration form?2. Here is your passport and this is the key to your room.3. Just make a call if you want room service.4. The hotel is a four-star standard one, located in downtown.5. Will

57、 you please fill in the registration form?6. Here is your room card.7. Can I take a credit card for the deposit?8. Weve reserved a room for you on the 15th floor.9. Its really very thoughtful of you to have arranged it for me.10. Is there anything else we can do for you?11. Then well be leaving now

58、so that you can settle in.Part Communication KnowledgeAs a receptionist of the hotel, you should keep the following points in mind:1) Pleasant appearance and a welcoming, friendly and helpful attitude;2) Tactful and patient; 3) Eye for accuracy for checking reservations and processing room requests;

59、 4) Be flexible and diplomatic when dealing with demanding and unreasonable guests; 5) Aptitude for numbers and good at handling cash and accounting machines. 6) Good organization skills and the ability to handle several tasks at onceAs a receptionist of the company, after you send the guests to the

60、 hotel, you dont need to escort them to rooms in order to avoid disturb the guests after the long journey. Give them enough time to rest. Its inadvisable to discuss business or arrange recreational activities immediately.作為酒店的接待員，要緊記下面幾點：1）合宜的外表，熱情、友好以及愿意幫忙的態(tài)度；2）言行得體，有耐心；3）要有敏銳的眼力能夠準(zhǔn)確查看預(yù)訂情況和進(jìn)行索取房間的處