个人金融业务柜面英语服务用语.ppt

个人金融业务柜面英文服务用语个人金融业务柜面英文服务用语Personal Banking Service in English20092009年年年年1212月月月月2日常接待和服务 Daily Reception and Service金融服务英语金融服务英语3日常业务日常业务 1 1deposit存款 withdraw取款balance余额currentdeposit/account活期存款活期存款timedeposit/account定期存款定期存款toclose/clearanaccount结清结清depositbook/passbook 存折存折讨论：零存整取怎么说？讨论：零存整取怎么说？Installment savingInstallment saving1、词汇、词汇4vWhatsortofaccountdoyouwant/like?请问您要开立哪种帐户？vHowmuchdoyouwanttodeposit/withdraw?请问您想存（取）多少钱？vIwanttodeposit300yuanintomyaccount.我想在我的户头上存300元。2 2 2 2、常用句型、常用句型、常用句型、常用句型日常业务日常业务 1 15vWhatdenominationdoyouwant?vInwhatdenomination?vHowwouldyouliketohaveit?请问您需要哪种票面的现金？vIdliketomakeamoney/anaccounttransfer我要转帐。vIwanttodepositthesechequesintomyaccount.我想把这些支票存在我的户头上。日常业务日常业务 1 16vIdliketoreportthelossofmycreditcardandcancelit.我要办理信用卡挂失并取消那张卡vDoyouofferinter-banktransferservice?你们有跨行转帐的服务吗？vYouneedtopaythefeeforTT.vWewillchargecommissionforTT.办理电汇要交手续费。vWewillchargeacollectionfeeof2Yuan.我们要加收2元人民币的费用。日常业务日常业务 1 17v你必须把大小写的数额都写上。Pleasewritetheamountbothinnumbersandinword.v请填好这张申请表并签上您的名字。Pleasefillinthisapplicationformandsignyourname.日常业务日常业务 1 18v最低金额为一元。TheminimumamountisoneYuan.v最小起存金额为一元。OneYuanistheminimumoriginaldeposit.v您必须在开始存入50元。Youhavetodepositaninitialamountof50Yuan.日常业务日常业务 1 19B:Goodmorning,sir.IamfromJapan.Canyouhelpme?顾客：你好，先生。我是日本人。你能帮忙吗？A:Itismypleasure,whatcanIdoforyou?职员：很高兴为您效劳，我能为您做点什么？B:Oh,Iwanttochangesomemoney,butIdonotknowhowtofillouttheexchangememo.顾客：啊，我想兑换些钱，但不知道怎样填写兑换水单。日常业务日常业务 1 13 3、情景对话、情景对话 （分角色朗读对话）（分角色朗读对话）10A:Wouldyoumindtogivemeyourpassportandwritedownyournameonthispaper?职员：您能把您的护照给我，并把您的名字写在这张纸上吗？B:Herearemypassportandname.MynameisTanaka.顾客：给你护照和姓名，我叫田中。A:Good.Iwillfillouttheexchangememoforyounow.Whydonotyoutakeaseatoverthereforamoment?职员：好，我现在就为您填写这张兑换水单。您请在那里坐一会行吗？B:OK.Thanks.顾客：好的，谢谢。日常业务日常业务 1 111A:Pleasekeepyourexchangememosafely,ifyouwillhaveRenminbileft,youmayconverttheunusedRenminbibackintoJapanyenwiththisexchangememo职员：请您保管好您的这张兑换水单,以便您有没用完的人民币的兑换成日圆B:Thankyouindeed.Iwilldothat.顾客：我会保管好的。谢谢A:Notatall.职员：不用谢。日常业务日常业务 1 112情景对话情景对话情景对话情景对话 A:Excuseme,sir.IsthereanythingIcandoforyou?B:Yes.Idliketochangesomemoney,please.A:Allright.Howmuchwouldyouliketochange?B:Letmesee.Ithinkmaybe600USDatleast.A:Pardon?B:SixhundredUSdollars.A:Imsorry,sir,after7:00PM,thechangemaximumlimitisUS$400accordingtoourregulations.B:ButIambadlyinneedoftheamount.MightIaskyoutomakeanexceptionforme?A:Imafraidwecannothelpyou,sir,becausethatwouldbeviolatingtheRegulation.IoweanapologyfordoingnothingaboutitB:Itsjusttoobad.Ihavetoleaveitasitis,andthankyoujustthesame.13A:Ineedtoopenasavingsaccount.Whatstheprocedureforit?B:First,youneedtocompleteadepositslip.A:Anyfeesfortheservice?B:No.Thereisntanyservicecharge.Wouldyouliketohaveapassword?A:Yes,Idliketo.B:Pleasepressthebuttonsonthismachine,andenteryourpinnumberforfourdigit.Whatsortofaccountdoyouwant?A:Idratheropenacurrentaccount.B:Theannualinterestrateis3.5%.A:Good.Idliketodeposit300dollars情景对话情景对话情景对话情景对话 14常用句型常用句型v可以出示一下您的护照么？Wouldyoumindshowingmeyourpassport?v可以看一下您的身份证么？CouldyoupleaseshowmeyourIdentityCard?日常业务日常业务 1 115v汇率显示在那边的电子屏幕上。TheexchangerateisshownontheElectronicRateBoardoverthere.v今天人民币兑美元的汇率是725元人民币兑100美元。TodaysexchangerateofRMBtoUSDis725Yuanto100dollar.v美元的买入价是725元人民币兑换100美元。ThebuyingrateofUSdollarnoteis725Yuanper100dollars.日常业务日常业务 1 116v一年定期存款的利率是3.78%。Theinterestrateofoneyeartimedepositis3.78percent.v我们执行中央银行许可的利率政策。WepaytheinterestattheratepermittedandindicatedbytheCentralBank.日常业务日常业务 1 117调解调解纠纷纠纷18confiscate没收没收forgednotes假币假币counterfeit伪造伪造relevant相关相关regulation规定规定technicalexamination技术鉴定技术鉴定understanding理解理解1、词汇、词汇19Calmdown/cooldown冷静冷静Serious严重的严重的Misunderstanding误会误会Improve提高、改进提高、改进Suggestion建议建议Regret/apologize抱歉抱歉Assistantmanager经理助理经理助理Discuss讨论讨论Disturb打扰打扰20Sir,Iamtheservicemanager.Wouldyoupleasetellmewhathappened？先生您好，我是服务经理，您能告诉我是怎么回事么？先生您好，我是服务经理，您能告诉我是怎么回事么？Well,pleasecalmdown,IthinkthereisnothingseriousandIcanhelpyouwiththeproblem.Comewithme,please.请您先冷静下来，我认为事情并没有那么严重，我可以帮助您解请您先冷静下来，我认为事情并没有那么严重，我可以帮助您解决问题，请跟我来。决问题，请跟我来。Wearesincerelysorryforthismisunderstanding,butcouldIaskyouforyourcooperationandunderstanding?对于这个误会我们感到非常抱歉，但是我希望能够得到您的理解对于这个误会我们感到非常抱歉，但是我希望能够得到您的理解与合作，好吗？与合作，好吗？2 2、常用句型、常用句型21Aftertechnicalexamination,wefindthisnoteiscounterfeit.经过技术鉴定，我们发现这张钞票是伪造的。经过技术鉴定，我们发现这张钞票是伪造的。Accordingtotherelevantregulations,forgednotesaretobeconfiscated.根据相关规定，假币应该没收。根据相关规定，假币应该没收。223、情景对话A:Goodmorning,Imtheservicemanager.Wouldyoupleasetellmewhathappened?早晨好，我是这里的服务经理。您能告诉我是怎么回事早晨好，我是这里的服务经理。您能告诉我是怎么回事吗？吗？B:Thisladytoldmemynotesarecounterfeit!Itsunbelievable!这位女士告诉我的钱是伪钞！太不可置信了！这位女士告诉我的钱是伪钞！太不可置信了！A：Well,pleasecalmdown,Icanhelpyouwiththeproblem.Comewithme,please.嗯，请您冷静一下，我可以帮助您，请跟我来。嗯，请您冷静一下，我可以帮助您，请跟我来。23A:Imsorrytotellyou,madam.Ourgeneralmanagerisnotavailableatthismoment.ButIdbemorethangladtogetourassistantmanagerforyouifyoulike.太太，很抱歉告诉您，我们的总经理现在不在。但是如果您愿意，我太太，很抱歉告诉您，我们的总经理现在不在。但是如果您愿意，我非常可以带您去见我们的经理助理。非常可以带您去见我们的经理助理。B:OK.好的。好的。A:onemoment,please.请稍等。请稍等。C：OhImsorrymadam,aftertechnicalexamination,wefindyournoteiscounterfeit.Accordingtotheregulations,forgednotesaretobeconfiscated.噢噢很抱歉，太太，经过技术鉴定，您的这张钱币是伪造的。根据规很抱歉，太太，经过技术鉴定，您的这张钱币是伪造的。根据规定，我们应该没收您的假钞。定，我们应该没收您的假钞。24外币兑换ForeignCurrencyExchange251.Foreignexchangerate外汇汇率frin2.exchangememo水单iksteind memu 3.theAdministrationofForeignExchange(SAFE)外管局dministrein4.theCentralBank央行5.ChinaBankingSupervisoryCommission(CBRC)银监会sju:pvaizrikmin6.USdollars美元USD7.Poundsterlingst:li英镑GBP8.Euros欧元EUR9.Japaneseyen日元JPY10.HongKongdollars港币HKD261.询问兑换何种外币？A:Whatkindofcurrencydoyouwanttoexchange?B:IwanttoexchangesomeUSdollarsintoRMB.A:Sorry,wedontchangeSwissFrancatpresent.2.询问兑换多少？A:Howmuchwouldyouliketochange?B:Iwanttochange500dollars.273.确认客户是否带了护照Doyouhaveyourpassport?/Pleaseshowmeyourpassport.4.告知客户兑换的利率B:CouldyoutelltheexchangerateA:ItsRMB691.85against100USdollars.ItsRMB691.85per100USdollars.Theexchangeratetodayis6.9185RMBtooneUSdollar.285.请客户在水单上签字Pleasesignyournameatthebottomoftheexchangememo.6.完成兑换并提示客户保管好水单HereisyourexchangedRMBandyourpassport.Pleasekeepthismemocarefully.YouhavetoshowthememotothebankwhenyouconvertanyunusedRMBbackintoforeignexchange.29外籍人士人民币（收入）购买外币外籍人士人民币（收入）购买外币根据我国外汇管理规定，外籍人士可以凭护照兑换等值500美元的外币。如果超过等值500美元，需要提供护照、收入证明和相关完税证明AccordingtoChinasFXregulations,foreignerscouldexchange500USDORequivalent,ifyouwanttoexchangemorethan500,weneedyourpassport,incomecertificateandrelevanttaxcompletion/fulfillmentcertificate.30剩余人民币兑换成外币剩余人民币兑换成外币A:Goodmorning,Sir,whatcanIdoforyou?B:Yes,please.Ihave2000yuan,andIwanttochangebackintoUSdollars.A:Certainly,pleaseshowmeyourpassportandtheexchangememo.B:Exchangememo?A:Yes,itistheCertificateprovingthatyouexchangedyourcountryscurrencyintoRMBwhenyoufirstcametoChina.Or:Yes,thatisthecertificatefromthebankwhenyouchangedyourmoneyintoRMByuan.31B:OK,Isee.Hereitis.A:Thanks.Pleasewaitamoment.B:OK.A:Todaysexchangerateis7.1000,andherearethecashandyourpassport.B:Thanks.AYouarewelcome.Byeandhaveaniceday.B:Bye.32旅行支票Travelers Cheques3334常用词语常用词语支票：支票：Checks/Cheques Checks/Cheques 旅行支票：旅行支票：travelers cheques travelers cheques 购买旅支协议书：购买旅支协议书：Purchase Purchase p:ts p:ts Agreement/Agreement/Purchase record Purchase record审核审核/查实：查实：verify verify verifai verifai 授权书：授权书：authorization authorization :raizein :raizein letterletter索赔申请表：索赔申请表：Refund Claim FormRefund Claim Form签名：签名：sign or signature sign or signature signit signit 复签：复签：countersign countersign kauntsain kauntsain 35（一）旅行支票兑付（一）旅行支票兑付兑现的过程兑现的过程 询问客户询问客户出示护照或身份证出示护照或身份证检察初签检察初签当面复当面复签签核对初复签及支票真伪核对初复签及支票真伪填制单证填制单证交付现金交付现金36询问客户兑换需求询问客户兑换需求A:CanIhelpyou?B:Iwanttocashsometravelerschecks?A:Howmuchdoyouwanttocash?B:IwanttocashUSD500.37要求客户初具护照并在支票上复签要求客户初具护照并在支票上复签CanIseeyourpassportoridentitycard?Pleasecountersignthechecks.Iamsorry,yourchecksarealreadycountersigned,couldyoupleasesignagainonthebackofcheck.38询问兑换币种，告知费率询问兑换币种，告知费率A:Whatcurrencydoyouwant,USDorRMB?B:IwouldliketohaveUSD/RMB,please.A:Wewillcharge0.75%ofthefacevalue,whichisUSD3.75,thenetamountaftercommissionisUSD496.25.39外币兑换零钞将折算成人民币外币兑换零钞将折算成人民币AswedonotoffersmallchangeofUSD,howaboutwegiveyouUSD496,forthechangeofUSD0.25,wewillgiveRMBequivalent.Todays/nowtheExchangerateis7.0150,herearetheexchangememoandthetotalRMB3481.20.40抱歉不能兑换客户的旅行支票抱歉不能兑换客户的旅行支票Sorry,weareunabletocashyourcheckasthesignaturesaredifferent.Sorry,weareunabletocashyourcheckrightnow,weneedtocontacttheservicecenteroftheissuingcompany,forauthorization.Sorry,weareunabletocashyourcheck,sinceitisatransferredone,wehavetomakeacollection.41（二）购买旅行支票（二）购买旅行支票询问兑换币种，告知费率询问兑换币种，告知费率B:CanIbuytravelerscheckhere?A:Yes,howmuchwouldyouliketobuy?B:Whatisyourcharges/fee/commission?A:Ourchargeis0.1%42询问客户需要的旅行支票面额询问客户需要的旅行支票面额A:Wehavetwokindsoftravelerchecks,oneisUSD100parvalue,anotherisUSD50parvalue,whichdoyoulike?B:Iwouldliketohave300in100denomination,andrest200in50denomination.43提醒收妥购买协议并在每张支票上初签提醒收妥购买协议并在每张支票上初签Herearethepurchaseagreementandthechecks,pleasesignoneachcheck.Pleasekeepthepurchaseagreementcarefullyandsafely,incaseforfutureuse.44（三）旅行支票遗失处理（三）旅行支票遗失处理1.请问您把请问您把“购买旅行支票协议书购买旅行支票协议书”带来了吗带来了吗?2.Haveyougotyour“PurchaseAgreement”withyou?3.or:DoyoubringthePurchaseAgreementwithyou?4.2.请赶紧和旅行支票公司联系。请赶紧和旅行支票公司联系。5.PleasecontacttheTravelerschequescompanyassoonaspossible，tellthemalltheparticularsofthecheques.,thelossandyourpersonalinformation.453.TheywillfaxanauthorizationletterandaRefundClaimFormtoourbank,andwewillassistyouinobtainingtherefund.4.（按照他们传真过来的授权书和旅行支票遗按照他们传真过来的授权书和旅行支票遗失索赔申请表，我们将为您办理挂失理赔手续）失索赔申请表，我们将为您办理挂失理赔手续）4.Lastly,pleasefillouttheRefundClaimFormandsignyourname.（最后请您填写遗失索偿申请表，并签上您的姓最后请您填写遗失索偿申请表，并签上您的姓名）名）46银行卡业务Card business47常见词语常见词语银行卡：Bankcard借记卡：Debit debit card贷记卡：Credit kredit card挂失：Lossreport存款：Deposit dipzit 取款：Withdraw widr:48境外银行卡能否在国内取款B:IamfromEngland,canIwithdrawRMBusingmycreditcard/visacard?A:Yes,youmaywithdrawRMBcashfromATM.49外籍人士申请开立农行银行卡：只需出示有效的护照A:Hello.WhatcanIdoforyou?B:Yes.CanIapplyforabankcard?A:Certainly,canIhaveyourpassport.B:OK.Hereyouare.A:Howmuchdoyouwanttodeposit?申请银行卡50不懂汉语能从ATM提款么？B:CanIwithdrawmoneyfromtheATM?IdontreadChinese.A:Dontworry,ourATMsarewell-equipped.TheyhaveinstructionsinbothChineseandEnglish.ATM提款51B:Excuseme.TheressomethingwrongwiththisATM,mycardhasbeenswallowed.A:Dontworry.CanIseeyourpassportandtheATMreceipt?Or:Waitamoment,please.Isthisyourcard?Or:Pleasesignyournamehere,andhereisyourcardandthepassport.被ATM吞卡52A:Hello.WhatcanIdoforyou?B:Ilostmycard.A:Nowpleasefilloutthisform.ThechargeforlossreportisfifteenYuan.B:Everythingisfine,andyourmoneyissafenow.Pleasecomeandcollectyourreissued/newcardaftersevenworkdays,Pleaseremembertobringthereceiptandyourpassportwithyou。银行卡挂失53其他用语Youcanmakethelossreporteitherviaourcallcenter95599oroverthecounter.Thereisnowithdrawalorconsumptionrecordinyouraccounttoday.54西联汇款55Vocabulary 西联汇款WesternUnionMoneyTransfer贵宾窗口VIPcounter发汇业务/收汇业务sendmoney/receivemoney发汇单/收汇单SendMoneyForm/ReceiveMoneyForm发汇人/收汇人sender/receiver服务费bankcharge/bankcommission kmin kmin 收据receipt risi:t 汇款监控号MoneyTransferControlNumber兑换单ExchangeBillNote客户服务中心CustomerServiceCenter56目录目录客户到来时客户到来时发汇业务的正常情况发汇业务的正常情况发汇业务的非正常情况发汇业务的非正常情况收汇业务的正常情况收汇业务的正常情况收汇业务的非正常情况收汇业务的非正常情况客户离开时客户离开时57使用西联汇款业务是您明智的选择，西联汇款是全球速使用西联汇款业务是您明智的选择，西联汇款是全球速度最快的。度最快的。Western Union Money Transfer is your wise choice.It is the fastest way to transfer money worldwide Ifyouhavetimetosaythat,youmightwanttosaysomethinglike:请问您办理办理发汇业务还是收汇业务？请问您办理办理发汇业务还是收汇业务？Do you send money or receive money?58当然，如果自己处理不了，你可以：当然，如果自己处理不了，你可以：请到贵宾客户窗请到贵宾客户窗/XX号窗办理西联汇款业务。号窗办理西联汇款业务。Please go to the VIP Counter/No.XX Counter 请稍等，我帮你找人来做请稍等，我帮你找人来做Please wait a second,I will get someone to help you59发汇业务的正常情况发汇业务的正常情况 请您填写发汇单。请您填写发汇单。Please fill in the Send Money form Please fill in this form请问您汇出多少钱？请问您汇出多少钱？How much do you want to send?请出示您的护照和签证，谢谢合作！请出示您的护照和签证，谢谢合作！Please show me your passport and visa.Thank you for your cooperation Passport please.Thank you60请您稍等，我将尽快为您办理好这笔汇款请您稍等，我将尽快为您办理好这笔汇款Please wait for a minute.It will be OK soon Please wait a moment.This shall take no time如果你需要起身暂时离开一下，请一定要说一声：如果你需要起身暂时离开一下，请一定要说一声：I will be right with youI will be back61您的汇款本金是您的汇款本金是500500美元，服务费美元，服务费1515元，一共是元，一共是515515美金美金 For your 500 Dollars,the charges are 15 Dollars.Total amount 515 Dollars,please!一些数字的简便说法：一些数字的简便说法：1000 One grand$5.26 Five twenty six984,798,748遇到这种情况最好还是挨个念数字的好遇到这种情况最好还是挨个念数字的好 62这是您的收据。请小心保管这是您的收据。请小心保管 Here is your receipt.Please keep it carefully 这是您的汇款监控号。这是您的汇款监控号。请将此告诉收款人，这样他请将此告诉收款人，这样他/她取款会更方便她取款会更方便 This is your Money Transfer Control Number.Please tell the receiver about it.He/She will get the money more easily with this number This is your Reference Number.Please tell the receiver about it so that he will get the money easily63请告诉收汇人去就近带有西联标识的网点，带上他请告诉收汇人去就近带有西联标识的网点，带上他/她她的证件，并且告诉柜员汇入金额、从何地汇入？如核的证件，并且告诉柜员汇入金额、从何地汇入？如核实无误，她实无误，她/他会收到这笔钱他会收到这笔钱 Tell the receiver to go to the nearest place which has Western Union sign,and bring his/her certificate.Also she/he should tell the counter how much you send and from where.After checking,she/he will get the money Please tell your friend to bring his ID and go to the nearest place which has Western Union service.Tell them how much and from where you have sent the money.When it is approved,he will get the money 64发汇业务的非正常情况发汇业务的非正常情况对不起，您的款项有误。请您重新清点一下好吗对不起，您的款项有误。请您重新清点一下好吗 Excuse me?Im afraid your amount is wrong.Would you please check again?对不起，您忘记签名了。请您在这里签名。谢谢！对不起，您忘记签名了。请您在这里签名。谢谢！Excuse me?You forgot to sign your name.Please sign your name here.Thank you!对不起，电脑系统出故障了，请稍等对不起，电脑系统出故障了，请稍等 Im sorry.There is something wrong with the computer system.Please wait for a while 65收汇业务的正常情况收汇业务的正常情况请您填写收汇单请您填写收汇单 Please fill in the Receive Money form 请填写汇款监控号，它将有助于您得到更快捷的服务请填写汇款监控号，它将有助于您得到更快捷的服务 If you know the Money Transfer Control Number,please write it down here.It is quite useful for a fast service 请出示您的护照请出示您的护照 Your passport please 66请问您需要美元还是人民币？请问您需要美元还是人民币？Do you want Dollar or RMB?这是您的汇款这是您的汇款10001000美元和收据。请您把款清点一下！美元和收据。请您把款清点一下！Here is your money of 1000 dollars and your Receipt.Please check the amount Here are your 1000 dollars and Receipt.Please check it 67这是这是81008100元人民币和兑换单，请您清点一下元人民币和兑换单，请您清点一下 This is 8100 RMB and the Exchange Bill Note,please check it68收汇业务的非正常情况收汇业务的非正常情况对不起！您填写的发汇人对不起！您填写的发汇人/收汇人姓名与我们的记录收汇人姓名与我们的记录有些不同。您能确认填写无误吗？有些不同。您能确认填写无误吗？Excuse me！Im afraid the Senders/Receivers name you wrote is different from our record.Are you sure it is correct?对不起！还是不对。我必须打电话给客户服务中心。对不起！还是不对。我必须打电话给客户服务中心。请您稍等。请您稍等。Sorry,its still wrong.I have to contact the customer service center.Please wait for a minute 69对不起，让您久等了！我这就把款项解付给您对不起，让您久等了！我这就把款项解付给您 Sorry to keep you waiting!I can give you the money right now 对不起！您忘记签名了。请您在这里签名（收对不起！您忘记签名了。请您在这里签名（收汇单和国际收支申报单的签名处）。谢谢！汇单和国际收支申报单的签名处）。谢谢！Excuse me?You forgot to sign your name.Please sign your name here.Thank you!70客户离开时客户离开时感谢您选择我们的服务！感谢您选择我们的服务！Thank you for choosing our service!感谢您选择西联汇款！感谢您选择西联汇款！Thank you for choosing Western Union Money Transfer!很高兴为您服务！很高兴为您服务！It is my pleasure!说再见有很多种：说再见有很多种：Goodbye,Bye,Se