银行网点实用英语口语

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1、102前 言随着我国对外开放步伐的加快和国际交流与合作的进一步发展，银行的经营格局和经营环境发生了巨大的变化，银行间的竞争更趋激烈，为国外客户办理金融业务的数量也日益增加。从现实和发展的角度来看，银行网点人员学好银行英语会话，对提高服务水平十分重要。为此，我们编写了银行网点实用英语口语（2008年版）一书，供各网点业务人员学习与培训使用，以提高网点业务人员的英语水平和服务能力。在本书的编写中，我们充分考虑到银行网点业务人员的英语水平现状以及未来业务对英语的需求，因此在内容编排上尽可能地突出实用性与针对性。本书由大堂经理对话篇客户经理对话篇和临柜人员对话篇三部分组成，分别按照不同岗位的类别提供了

2、多个对话范本和常用句型，并汇编了一些常用的词汇与短语，供学习者模仿练习与参考。由于编者水平有限，此书难免存在不足，敬请读者提出宝贵意见。编 者 2008年11月 Contents 目 录Dialogues for Bank Duty Managers 大堂经理英语对话1Part One Giving Advices and Identifying VIP Customers1Part Two Distributing Customers6Part Three Marketing Agency Business14Dialogues for Customer Managers 客户经理英语对话2

3、1Part One Getting in Touch with Customers21Part Two Marketing Banking Products and Business26Part Three Customer Relationship Management31Dialogues for Bank Clerk 临柜人员英语对话38Part One Daily Reception38Part Two Savings Business48Part Three Lending Business60Part Four Money Exchange66Part Five Remittanc

4、e75Part Six Credit Cards80Appendix 附 录96Referrence Books 参考书目102后 记Dialogues for Bank Duty Managers 大堂经理英语对话Part One Giving Advices and Identifying VIP Customers向客户提出建议及识别高端客户Section One Dialogues Giving Advices to Customers Background: A bank duty manager is advising a customer with a large amount

5、of deposit in a bank outlet of ICBC, Lt. to make a right decision.Manager*在“Dialogues for Bank Duty Managers”部分中，对话人“Manager”特指大堂经理，英文翻译为“Bank Duty Manager”。: Can I help you, sir?Customer: I want to cash my undue large-amount deposit certificate.Manager: Why? Youll lose your interest.Customer: I wan

6、t to buy a set of furniture, but I havent got enough money for it.Manager: You can get a personal consumer loan for it from our bank.Customer: Thats a good idea.Manager: How much money do you want?Customer: About 20 000 yuan.Manager: Your certificate with higher interest rate is falling due in less

7、than 2 months. You can get the loan with your certificate pledged.Customer: Is it a lot of trouble?Manager: Just a little. Let me introduce you to our customer manager and hell give you the details.Customer: Thats very kind of you. 向客户提出建议 大堂经理：我能为您帮忙吗？客户：我想支取未到期的存款。大堂经理：为什么？这样您会损失利息收入。客户：我想买套家具，但钱不

8、够。大堂经理：您可以在我行办理个人消费贷款。客户：这是个好主意。大堂经理：您需要多少钱？客户：大约2万元。大堂经理：您的存单利率较高，还有不到2个月就到期。您可以用存单做抵押来贷款。客户：手续麻烦吗？大堂经理：不麻烦。我把您介绍给客户经理，让他来详细介绍。客户：太感谢您了。 Identifying VIP Customer Manager: Good Morning, Sir. Can I help you?Customer: Ive come to check my balance. Can you do it for me?Manager: Sure. Please wait a mome

9、nt. Oh, youve got a large deposit balance in your account. Ive an advice for you, sir. Would you like to listen to me?Customer: Yes, please.Manager: Now, youre maintaining a balance of ￥300 000 in your savings account, so you can apply for “Elite Club” account. With this account, our bank will offer

10、 you an Elite Club card. You may enjoy some preferential services when you make deposits, withdraw your money or make money transfer at any business offices of our bank. Customer: Any differences with other accounts?Manager:“Elite Club” has the feature of “one account with multi-functions” . It has

11、three functions including deposit account, loan account and investment account, which can meet the diversified money management requirements of the clients. Customer: Does it mean that I can get loans by this account?Manager: Yes, you can apply for all the existing loans for individual consumption,

12、including loans for automobile consumption, comprehensive consumption, short-term credit and hypothecation. When dealing with these loans, you can enjoy the favorable VIP service like being first served, being first approved and the mailing of check sheet as required.Customer: What other privileges

13、can I have?Manager: Youll have the privileges of 3P services which are characterized by Preferential, Professional and Private. For example, you may enjoy service fee waivers on collection, loss reporting, inward remittance, Travelers Cheques, deposit proof and monthly check-sheet, etc; and preferen

14、tial rates on Remittance Express or money management suggestion and so forth. Customer: Sounds good. Can I buy bonds and funds through this account?Manager: Of course, you can, sir. Elite Club account is also an investment account. Your can buy bonds and funds with priority. Customer: There seems no

15、 reason to refuse it. All right. Ill have it. 识别高端客户 大堂经理：先生，早上好！请问有什么我可以为您服务的？客户：我来查余额，您能帮我查一下吗?大堂经理：当然可以，请稍等。您账户里有一大笔金额。我有个建议，先生，您愿意听听吗？客户：请说吧。大堂经理：现在您的账户有30万存款，这样您可以申请我行的理财金账户，有了这个账户，我行会发给您一个金账户卡，您在存取款或转账时可享受许多优惠条件。客户：这个账户与其他账户有不同之处吗？大堂经理：是的，理财金账户的特色是“一个账户，多种功能”，其功能包括三个：存款账户、贷款账户和投资账户，可以满足客户不同的资金

16、管理需求。客户：就是说，我也可以通过该账户申请贷款啦？大堂经理：是的。您可以申请我行现有的各种贷款用于个人消费，包括汽车贷款、综合消费贷款、短期贷款及抵押担保等。在办理贷款时，您可以享有优先服务、优先批准及按您的要求邮寄账单的贵宾服务。客户：还有其他优惠条件吗？大堂经理：您可以享受我行的3P服务，即优先服务、专业服务和专柜服务，比如：托收、挂失、汇入汇款、旅行支票、存款证明和月度对账单等业务的服务费全免；使用汇款直通车或获取理财建议等享受优惠利率。客户：听起来不错。我能用该账户购买债券和基金吗？大堂经理：当然可以，理财金账户也是一个理财账户，您可以优先购买债券和基金。客户：似乎没有理由拒绝。好

17、吧，我申请一个。Section TwoPractical Sentences and Patterns1. We have personal consumer loans like Personal Pledge Loan, Personal Auto Loan, Personal Comprehensive Consumer Loan, and so on.我行推出了个人质押贷款、个人汽车贷款、个人综合消费贷款等个人消费贷款。2. Personal Pledge Loan is a kind of loan from the bank by pledging undue certificat

18、e(s) of time deposit and / or treasury bonds。个人质押贷款指客户将未到期的定期存单或国债做质押, 从银行获得的贷款。3. The amount of the loan is determined by the face value of the pledged CD or treasury bonds.贷款的金额以质押的定期存单或国债的面值而定。4. The maximum borrowing limit of a single loan shall not exceed ￥100 000. 单笔贷款最高不超过10万元。5. The interest

19、 rate is implemented in accordance with the loan interest rate stipulated by the Peoples Bank of China for the corresponding period.贷款利率按照中国人民银行规定的同期贷款利率计算。6. Personal Auto Loan is an RMB loan granted by our bank for purchase of auto.汽车贷款是我行发放的人民币贷款, 用于借款人购买汽车。7. The loan usually lasts 3 years and n

20、o longer than 5 years.贷款通常是3年期, 最长不超过5年。8.“Elite Club” has tailored a comprehensive range of superior banking services to fit your banking and investment needs.理财金账户为您提供综合、广泛的服务以满足您对银行业务和投资业务的需求。9. “Elite Club” has the feature of “one account with multi-functions”.理财金账户的特色是“一个账户，多种功能”。10. It can mee

21、t the diversified money management requirements of the clients.它能满足客户多样化的资金管理需求。11. It has three functions including deposit account, loan account and investment account.其功能包括三个：存款账户、贷款账户和投资账户。12. General Deposit Account includes different kinds of deposit accounts.一般存款账户包括活期存款和定期存款账户。13.Basic Accou

22、nt is a current deposit account for different currencies.基本账户是不同币种的活期存款账户。14. You can apply for all the existing loans for individual consumption.您可以申请我行现有的各种贷款用于个人消费。15. You can deal with the relevant fund, bond and gold transaction and “Bank Guarantee” business with the function of investment acco

23、unt.通过投资账户，您可从事相关的基金、债券、黄金交易以及银行担保等业务。16. You will also enjoy special privileges on a wide range of products and services.您在许多产品和服务上享受特殊优惠17. “Elite Club” is designed to satisfy the needs of our VIP clients in money management and provides for VIP clients with 3P services.理财金账户是为满足我行高端客户对理财的需求而设计的理财

24、产品，为我行的优质客户提供3P服务。Part Two Distributing Customers大堂经理分流客户Section One Dialogues Marketing Bank Cards Background: A Bank duty manager tries to distribute customers by advising them to use bank cards or bank self service terminals so as to ease the workload of the bank teller.Manager: Good morning, sir

25、.Customer: Good morning. Oh! My God! So many people waiting for handling business. Im afraid I cannot wait for so long.Manager: Well, sir, if you have a bank card, you may handle some business such as depositing or withdrawing money at any ATM of our bank.Customer: What kinds of bank cards do you ha

26、ve? Manager: We have a big Peony Card family, including the Peony Credit Card, Money-Link Card, Peony Debit Card, Peony International Card, Peony Special Card, etc. Maybe the Money-Lind card can satisfy your daily requirement, I think. Customer: What is a Money-Link card?Manager: It is a versatile c

27、ard that links a lot of businesses together.Customer: “Versatile”? What does that mean?Manager: You may either make deposits and withdrawals at any savings office or make transfers and inquiries at any ATM with this card.Customer: Anything else?Manager: With this card, you may also enjoy services li

28、ke consumption at POS terminals of all merchants, payroll service and payment for power and gas, etc.Customer: Oh, its convenient for me. Ill apply for one right now.Manager: Okay. Lets go to the counter to apply for it.Customer: Thank you. 营销银行卡 大堂经理：您好，先生。 客户：您好。天哪！这么多人等着办理业务! 我恐怕没时间等待了。大堂经理：先生, 如

29、果您有我行的银行卡，您可以通过自动柜员机办理存取款等业务。客户：您有哪些银行卡呢？大堂经理：我行的牡丹卡是个大家族，有牡丹信用卡、灵通卡、牡丹借记卡、牡丹国际卡、牡丹专用卡等等。客户：什么是灵通卡？大堂经理：它是一种多用途卡。客户：多用途？这是什么意思？ 大堂经理：您可以在任何储蓄所存取款，在任何一台柜员机上转账、查询。客户：还有其他用途吗？大堂经理：有了这张卡, 您还可以享受所有POS机特约商户消费、代发工资、代交电费、水费等等。客户：那太方便了。我申请一张。大堂经理：那么，我带您到柜台去办理。客户：谢谢！ Introducing ATM/POS Manager: Good afternoo

30、n, Sir. Can I help you?Customer: Good afternoon. Id like to pay the water charges of this month. But I cant imagine I have to wait for so long. There are too many customers in your bank.Manager:Sorry, sir. Were really busy these days. Why dont you try our self-aided payment service?Customer: What is

31、 self-aided payment service?Manager: Simply speaking, its an automatic teller machine.Customer: hat functions does it have?Manager: Following the instructions on the screen, you can inquire about information of your account, and conduct self-service payment. You may also deposit or withdraw money th

32、rough it.Customer: How can I use it?Manager: First, you should have a Peony MoneyLink card or “Elite Club” account card.Customer: Yes, I have a MoneyLink card.Manager: Great. Then you should check that the ATM is working. After that, you insert your card according to the instruction shown on the scr

33、een.Customer: Do you mean to put the card into the slot of the machine?Manager: Quite right. Then the screen message will ask you to enter your personal identification number (PIN) on the key board. After that, press the ENTER button. Be sure to remember your PIN correctly and press the right button

34、s.Customer: Okay.Manager: After you enter your PIN, the display will ask you which service you need, e.g., amending password, withdrawing money, transferring account and making inquiry. Just press the corresponding button to get your service.Customer: I see. Thank you very much.Manager: My pleasure.

35、 By the way, dont forget to take out your card when you finish your work. 介绍自助服务 大堂经理：下午好，先生！需要帮忙吗？客户：下午好！我想缴纳这个月的水费，没想到要等这么长时间，办理业务的人太多了。大堂经理：对不起，先生！这几天确实很忙。您为何不试一下我们的自助缴费服务呢？客户：什么是自助缴费服务？大堂经理：简单地说，就是自助柜员机服务。客户：有哪些功能呢？大堂经理：根据屏幕提示，您可以查询账户信息、自助缴费，还可以通过它来存取款。客户：我怎样进行操作呢？大堂经理：首先，您要有牡丹灵通卡或理财金账户卡。客户：我有牡丹

36、灵通卡。大堂经理：然后，您应该检查一下，自动柜员机是否处在工作状态。然后按照屏幕的提示，插入银行卡。客户：您是说把卡插入槽孔内？大堂经理：是的。然后屏幕上会要您在键盘上输入个人密码，接着按“输入”键。请您记住密码，别按错键。客户：好的。大堂经理：您输入密码后，显示屏会问您需要哪种服务项目，如修改密码、取款、转账、查询等。您只要按相应的键即可。客户：非常感谢！大堂经理：不客气！顺便提醒您，完成操作后别忘了把卡取出来。 Introducing telephone banking Manager: What can I do for you, Mr. Wang?Customer: I know th

37、at theres a call center in your bank and it provides many services to our customer. Can you tell me what I can do with it?Manager: Im pleased to. Weve a number 95588. If you dial this number, you can enjoy varieties of services, such as account inquiry, money transfer, self-service payment for your

38、bills, securities transaction, business consultancy, complaints settlement and loss reporting, etc.Customer: It sounds helpful to me. Im tired of queuing up at the business office. So with this call center I can bring the bank home or into my office. Manager: Right. And the phone number is uniform i

39、n each and every region in our country, its easy to remember. Meanwhile its not subject to the limit of time and space. It provides you with around-the-clock services all over the year.Customer: Im eager to enjoy this service. How to apply for it?Manager: Well. It is easy to apply for it. Any instit

40、ution or individual who has a savings account in ICBC may apply for Phone Bank service and become a registered client. You may carry your valid personal identification certificates and your bank cards that you will use for register to the business offices appointed by ICBC and apply for the Phone Ba

41、nk service.Customer: I have an Elite Club card. Does it mean I can register the phone banking with it?Manager: Yes. All the cards like Elite Club card, Peony Money Link card, Peony credit card or debit card can be used as your registered card for applying our phone banking.Customer: I see. Thank you

42、 very much. 介绍电话银行业务 大堂经理：需要帮忙吗, 王先生?客户：听说贵行有个电话中心能提供许多服务，能跟我说一下吗?大堂经理：非常乐意，我们有个号码95588，您打这个电话，可以得到许多服务，诸如账户查询、转账、自助缴费、证券交易、业务咨询、投诉和挂失等。客户：好像对我很有用。我讨厌到网点排队，有了这个电话银行，我就可以在家或办公室办理银行业务了。大堂经理：对。而且电话号码全国各地是统一的，容易记忆，同时不受时间和空间限制，为客户提供24小时的全天侯服务。客户：我盼望着享受这种服务。如何申请？大堂经理：很容易。任何机构或个人只要在工行开立储蓄账户，申请电话银行后即可成为注册客户

43、。客户可携带有效身份证和用于注册的银行卡到工行指定网点申请电话银行。客户：我有理财金账户卡，可否用它来注册电话银行？大堂经理：是的，理财金账户卡、牡丹灵通卡、信用卡、借记卡都可作为申请电话银行的注册卡。客户：明白了，谢谢！ Introducing on-line Banking Manager: Good morning. Mr. Wang. Please have a seat.Customer: Thank you. Today I came here just to know something about your personal e-banking services.Manager

44、: Yes. We have the e-banking services like internet banking, phone banking and mobile banking, etc. Our internet banking is very famous in both domestic and abroad.Customer: What services does your internet banking offer?Manager: It has as many as 12 functions. For example, you can make account inqu

45、iry and remittance through “My Account”, pay your fees on Toll Station and make foreign exchange trading or get loans, etc.Customer: Can I buy and sell stocks on internet?Manager: Surely you can. And you can buy insurance lines too.Customer: Great. But I wonder if it is safe to do that.Manager: Dont

46、 worry about that. We have developed a digital certificate for our clients to ensure the safety of money transfer. You can apply for it when and after registering the internet banking successfully.Customer: It sounds reasonable. How can I apply for this service?Manager: There are two modes of regist

47、ration for internet banking service. One is over-the-counter registration. You can carry your Money Link card or your Elite Club card, or Peony credit card to our banks for registration. The other is internet self-help registration. You can use the above mentioned cards to log on ICBCs personal inte

48、rnet banking for registration. Customer: I see. Is there time limit on your internet banking?Manager: No. Our internet banking provides 24-hour services every day for the clients.Customer: Pretty good for me. That can save a lot of my time. I can do my business on internet at my convenience. Manager

49、: Right. The internet banking is very convenient and efficient. 介绍网上银行 大堂经理：您好，王先生！请坐。客户：谢谢！今天我来想了解关于电子银行的事情。大堂经理：好的。我们的电子银行有网上银行、电话银行和手机银行。我们的电子银行在国内外都很有名。客户：网上银行都有哪些服务？大堂经理：有12大功能。例如，您可通过 “我的账户” 进行账务查询和汇款；通过“缴费站”缴费、进行外汇交易和贷款等。客户：能从网上买卖股票吗？大堂经理：当然能。您还可以买保险。客户：太好了。但是网上交易安全吗？大堂经理：不用担心。我们为客户开发了数字证书以确保

50、资金转账安全，在您成功注册了网上银行以后即可申请。客户：听起来不错。我如何申请？大堂经理：有两种方法：网上银行有两种注册方式：一是柜面注册，您可携带您的理财金账户卡、灵通卡和信用卡等到我行柜台注册；二是网上自助注册，您可用上述的银行卡登录我行的网上银行进行注册。客户：明白了。网上银行有时间限制吗？大堂经理：没有。它提供24小时服务。客户：对我很方便，我可以在方便的时候进行交易。大堂经理：是的。网上银行方便、高效。Section Two Practical Sentences and Patterns1. Dial ICBCs phone number 95588, you can enjoy

51、many services anytime at any place.客户拨打工商银行电话银行号码“95588”，即可随时随地享受工商银行提供的诸多服务。2. You can inquire about the balance and transaction records of your current accounts. 客户可查询在工商银行开立的活期账户的余额及历史交易明细。3. You can make self-service payment through this service.您可以通过该服务进行自助缴费。4. Through telephone banking system

52、 you can directly effect stock transactions.通过电话银行您可以直接从事股票交易。5. ICBC telephone banking operation is easy and convenient.工商银行电话银行操作简单、 方便。6. It has simple procedures and powerful functions.步骤简单、功能强大。7. It is not subject to the limit of time and space.电话银行不受时间和空间限制。8. With this service, you need not

53、go to ICBC business offices in person.通过电话银行, 您不必亲自到银行网点办理业务。9. The service number of ICBC telephone banking system in each and every region in China homogenously is 95588, easy to use and memorize. 工商银行各地电话银行的服务号码均为95588，便于客户记忆和使用。10. Therere many functions on our banks internet banking.我行的网上银行有许多功

54、能。11. You can make account inquiry or intra-city and intercity transfer & remittance through “My Account”.您可通过 “我的账户” 进行账务查询、同城和异地转账汇款。12. You may conduct various transactions on internet banking.您可通过网上银行从事各种业务。13. We offer online personal pledge loan.我们提供网上质押贷款。14. There are two modes of registrati

55、on for internet banking service. One is over-the-counter registration, the other is internet self-help registration.网上银行有两种注册方式，一是柜面注册，二是网上自助注册。15. With a credit card, you can consume first and pay later.使用信用卡您可先消费后还款。16. The maximum credit line of personal card is ￥50 000.个人卡最高授信可达5万元。17. If you ma

56、ke full repayment before the repayment day prescribed on the bank statement, you may enjoy an interest-free repayment period ranging from 25 days to 56 days.持卡人在对账单规定的还款日期前全部还款，即可享受最短25天、最长56天的免息还款期。18. It is settled in RMB or certain designated foreign currency.国际卡以人民币和某一指定外币结算。19. It is widely use

57、d for its flexible, convenient, fast and multiple service measures.灵通卡以其灵活、方便、快捷的多样化服务手段为越来越多的客户所使用。20. Cardholder can pay their utilities fees on ATM or at business offices of ICBC by right of the card and password.持卡人可凭卡和密码在本行ATM或营业网点上交纳水电费。21. You can register personal Internet Banking over the c

58、ounter or through self-registration on Internet by using the Money Link Card, enjoying the professional, secure and high-efficient services of “Bankinghome” of ICBC. 持卡人卡在柜面和网上凭灵通卡自助注册，建立个人网上银行，享受工行“金融家”专业、安全、高效的服务。22. At least 10 Yuan should be deposited when opening the account. 开卡时，10元起存。23. Over

59、draft is not allowed for its account. 账户不能透支。Part Three Marketing Agency Business营销代理业务Section One Dialogues Talking about Agency Business of ICBC Background: A bank duty manager is introducing to Mr. Wang, a customer, the agency business of ICBC.Manager: Good morning, Mr. Wang. Is there anything I

60、can do for you?Customer: I hope so. Ive collected some money from my counterparty, and Im wondering where to invest them.Manager: How much do you plan to invest? And for how long?Customer: Ive ￥1 000 000 yuan and I want it as a one or two year investment.Manager: Do you have any special purpose? Cus

61、tomer: Just to get a safe and higher return than as a bank deposit.Manager: I see. Now our bank is having some agency business like selling T-bonds and open-ended funds. All these products are safe with relatively higher liquidity and return. Id like to know if youre interested in them.Customer: Sur

62、e. Would you please give me the details?Manager: Im pleased to. You see, Mr. Wang. Certificate T-bond is a kind of government bonds issued to the public. Our banks savings offices issue T-bond receipts to you when you buy it. It has maturities of 2 years, 3 years or 5 years, but you can redeem them in an intra-city bank and withdraw the principal and interest at maturity or in advance by the receipts.Customer: How can I buy account-T bonds?Manager: If you invest in account-T bonds, you must open an account of bond custody at the bond custody organiz