广西国际商务职业技术学院

1、广西国际商务职业技术学院实训项目手册实训名称：高职商务英语口语（商务接待与谈判）适用专业：高职外经贸相关专业高职商务英语口语实训项目内容（商务接待与谈判）Brief Introduction of the Companies公司简介 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公司概况企业类型：出口商、生产商、贸易公司年销售总额：500,000至599,999美元员工人数：60至70人创立时间：1978年目前出口市场：

5、东欧、北美、中/东非、中/南美州、亚洲、西欧、澳大拉西亚(研发员工人数：50至59人工程师人数：5至9人产品范围：闪光饰品、轮式溜冰鞋、圣诞灯饰工厂概况总面积：15,000平方米（161,458平方尺）地址：广西南宁市生产员工人数：600至649人工厂优势/描述：本厂位于广西北部湾经济区内的南宁高新技术产业开发区。离防城港仅180公里。防城港是中国19个枢纽港之一，也是广西最大的港口。相关公司链接 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公司概况企业类型：供应商、代理商、贸易公司创立时间：1995年产品范围：促销物品、公司礼品、头饰、服装公司地址：Rouse Hill

9、 NSW 2155, Australia电话：612 9674 9800传真：612 9674 9822公司描述本公司供应齐全的高品质、装饰精美的促销物品、公司礼品、头饰、服装。集合我们的经验、创新、技术，再加上世界领先的生产商最新的产品和动态，使我们在澳大利亚的促销和公司礼品行业中 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 遥遥领先，并赢得了卓著的信誉。在过去的10年里，我们公司主要致力于采购以及与最好的生产商建立长期的业务关系上。相关公司链接 HYPERLINK /adhere_banner.html /adhere_banner.htmlBrief Introduction of the product产品简介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产品描述我们的 HYPERLINK /v_show/id_XMTcwNzExNjky.html t _blank 钥匙寻找器是生活的好助手。如果你忘记把钥匙放在什么地方，吹声口哨，钥匙扣就会断断续续地嘟嘟响，灯光会不不断地闪，你就能找到钥匙。这样，你就不用担心再弄丢了钥匙电池信息电源：两块AG13的钮扣电池请撕去塑料标签以激活 HYPERLINK /v_show/id_XMTcwNzExNjky.html t _blank 钥匙寻找器部件在两块AG13（1.5V）的钮扣电池下工作电池无法更换，但 HYPERLINK /v_show/id

15、_XMTcwNzExNjky.html t _blank 钥匙寻找器在目前的电池下能使用6,000次。产品信息型号及名称：No.3117 HYPERLINK /v_show/id_XMTcwNzExNjky.html t _blank 钥匙寻找器规格：45X35X10毫米起定量：3000件FOB防城港价：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/件包装：白色盒子包装；240件/60X37X25厘米；毛重/净重：7/6.5千克标志印刷，在原价上每种颜色加0.02美元制作标志费用：每次设计100.00美元样品送交时

16、间：订单确认后5-7天交货时间：样品确认后7-10天付款：产品生产前通过T/T方式交30%的定金，剩下的在装船前付清CE安全认证实训项目一：建立商务关系Establishing Business RelationsPart Key Words & Phrasesimpressed 印象深刻的exhibition hall 展厅product 产品quality 质量design 设计display 展示catalogue 目录pamphlet 小册子be interested in 对感兴趣establish relations with 与建立关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.如果客户是为商务目的而来，主人要起身接待客人，给他让一个座位并且倒上一杯咖啡，在客人落座之前主人不能坐下。当客人起身告辞时，主人需将客人送到门口或者电梯口。握手可以使本来陌生的两个人马上建立起友谊。正确的握手要迅捷，但是在握手的瞬间应有力度并且充满热情。在握手的同时要目光直视对方。在与来访者交谈时，要记住倾听是交谈的基础。没有比不断被电话打扰更加令来访者恼怒和羞辱的事了。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.实训项目二：商讨行程安排Discussing the Trip ArrangementPart Key Words & PhrasesAgenda 议事日程；日常工作事项Arrange 安排Preference 偏爱；嗜好Appreciate 感谢；感激Convenience 方便Recommend 推荐suit somebody 适合某人reserve 预订flexible 灵活的；可变通的r

31、ecreation娱乐; 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.当打电话与客户商量行程安排进，要注意以下技巧：1）做好准备。如果可能的话，首先要再看一下书面资料。把想要问的问题列一张清单

36、以便清楚自己需要得到哪些信息。2）不要匆匆忙忙开始打电话。放松下来。确定你准备好了一个便条簿，一杯水，和充足的时间。3）要谦虚和有礼貌。告诉电话另一头的人你还是生手，希望他们能给你指点。4）避免“是”或“不是”的问题。这并不能让对方告诉你详情。5）设计一本笔记簿或其它的备忘记事本。这可以记录你需要的信息。不要把信息随手记在一张小纸片上，这样容易丢失。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.实训项目三：机场接机Receiving Foreign Guests at the AirportPart Key Words & Phraseson board在飞机（火车, 船）上luggage 行李journey 行程；旅程jetlag 时差反应on be

43、half of 代表pick up 接manage 应付，能解决parking lot 停车场van 行李箱drive to 开车前往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.要想给客人留下良好的印象，机场接机是较重要的第一步。确定飞机抵达时间，和用车。着装应正式，选择西装、套裙等，展示公司、个人的良好形象，这是迈向生意成功的第一步。在介绍和问候后，可以询问旅途状况来继续话题，以表示对客户的关心，拉近双方的距离。作为接待人员，应主动提出替客户拿行李，使客户感受到你的热情。在去酒店的路上，主人可以介绍一些沿途的风景、城市的情况或变化，不仅可以避免无话可谈，也可以加深客人对到访地的了解。在同车时，是有效沟通机会，询

50、问客户潜在的需求和来访真实目的等。到达目的地后，尽可能为客人开车门。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.实训项目四：入住酒店Checking-in a HotelPart Key Words & Phrasescheck in 入住登记fill in 填（表）registration form 入住登记表passport 护照room charge 房费deposit 押金receipt 收据suit 套房bellboy 门童room service 客房服务though

56、tful 考虑周到的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.作为酒店的接待员，要紧记下面几点：1）合宜的外表，热情、友好以及愿意帮忙的态度；2）言行得体，有耐心；3）要有敏锐的眼力能够准确查看预订情况和进行索取房间的处