金融业务柜面英语服务省公共课一等奖全国赛课获奖课件.pptx

个人金融业务柜面英文服个人金融业务柜面英文服务用语务用语Personal Banking Service in English12月月第1页2日常接待和服务 Daily Reception and Service金融服务英语金融服务英语第2页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定时存款定时存款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、词汇第3页4vWhatsortofaccountdoyouwant/like?请问您要开立哪种帐户？vHowmuchdoyouwanttodeposit/withdraw?请问您想存（取）多少钱？vIwanttodeposit300yuanintomyaccount.我想在我户头上存300元。2 2 2 2、惯用句型、惯用句型、惯用句型、惯用句型日常业务日常业务 1 1第4页5vWhatdenominationdoyouwant?vInwhatdenomination?vHowwouldyouliketohaveit?请问您需要哪种票面现金？vIdliketomakeamoney/anaccounttransfer我要转帐。vIwanttodepositthesechequesintomyaccount.我想把这些支票存在我户头上。日常业务日常业务 1 1第5页6vIdliketoreportthelossofmycreditcardandcancelit.我要办理信用卡挂失并取消那张卡vDoyouofferinter-banktransferservice?你们有跨行转帐服务吗？vYouneedtopaythefeeforTT.vWewillchargecommissionforTT.办理电汇要交手续费。vWewillchargeacollectionfeeof2Yuan.我们要加收2元人民币费用。日常业务日常业务 1 1第6页7v你必须把大小写数额都写上。Pleasewritetheamountbothinnumbersandinword.v请填好这张申请表并签上您名字。Pleasefillinthisapplicationformandsignyourname.日常业务日常业务 1 1第7页8v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 1第8页9B:Goodmorning,sir.IamfromJapan.Canyouhelpme?用户：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.用户：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 （分角色朗诵对话）（分角色朗诵对话）第9页10A:Wouldyoumindtogivemeyourpassportandwritedownyournameonthispaper?职员：您能把您护照给我，并把您名字写在这张纸上吗？B:Herearemypassportandname.MynameisTanaka.用户：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.用户：好，谢谢。日常业务日常业务 1 1第10页11A:Pleasekeepyourexchangememosafely,ifyouwillhaveRenminbileft,youmayconverttheunusedRenminbibackintoJapanyenwiththisexchangememo职员：请您保管好您这张兑换水单,方便您有没用完人民币兑换成日圆B:Thankyouindeed.Iwilldothat.用户：我会保管好。谢谢A:Notatall.职员：不用谢。日常业务日常业务 1 1第11页12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.第12页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 第13页14惯用句型惯用句型v能够出示一下您护照么？Wouldyoumindshowingmeyourpassport?v能够看一下您身份证么？CouldyoupleaseshowmeyourIdentityCard?日常业务日常业务 1 1第14页15v汇率显示在那边电子屏幕上。TheexchangerateisshownontheElectronicRateBoardoverthere.v今天人民币兑美元汇率是725元人民币兑100美元。TodaysexchangerateofRMBtoUSDis725Yuanto100dollar.v美元买入价是725元人民币兑换100美元。ThebuyingrateofUSdollarnoteis725Yuanper100dollars.日常业务日常业务 1 1第15页16v一年定时存款利率是3.78%。Theinterestrateofoneyeartimedepositis3.78percent.v我们执行中央银行许可利率政策。WepaytheinterestattheratepermittedandindicatedbytheCentralBank.日常业务日常业务 1 1第16页17调解调解纠纷纠纷第17页18confiscate没收没收forgednotes假币假币counterfeit伪造伪造relevant相关相关regulation要求要求technicalexamination技术判定技术判定understanding了解了解1、词汇、词汇第18页19Calmdown/cooldown冷静冷静Serious严重严重Misunderstanding误会误会Improve提升、改进提升、改进Suggestion提议提议Regret/apologize抱歉抱歉Assistantmanager经理助理经理助理Discuss讨论讨论Disturb打搅打搅第19页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，我能够帮助您处请您先冷静下来，我认为事情并没有那么严重，我能够帮助您处理问题，请跟我来。理问题，请跟我来。Wearesincerelysorryforthismisunderstanding,butcouldIaskyouforyourcooperationandunderstanding?对于这个误会我们感到非常抱歉，不过我希望能够得到您了解与对于这个误会我们感到非常抱歉，不过我希望能够得到您了解与合作，好吗？合作，好吗？2 2、惯用句型、惯用句型第20页21Aftertechnicalexamination,wefindthisnoteiscounterfeit.经过技术判定，我们发觉这张现金是伪造。经过技术判定，我们发觉这张现金是伪造。Accordingtotherelevantregulations,forgednotesaretobeconfiscated.依据相关要求，假币应该没收。依据相关要求，假币应该没收。第21页223、情景对话A:Goodmorning,Imtheservicemanager.Wouldyoupleasetellmewhathappened?早晨好，我是这里服务经理。您能告诉我是怎么回事吗早晨好，我是这里服务经理。您能告诉我是怎么回事吗？B:Thisladytoldmemynotesarecounterfeit!Itsunbelievable!这位女士告诉我钱是伪钞！太不可置信了！这位女士告诉我钱是伪钞！太不可置信了！A：Well,pleasecalmdown,Icanhelpyouwiththeproblem.Comewithme,please.嗯，请您冷静一下，我能够帮助您，请跟我来。嗯，请您冷静一下，我能够帮助您，请跟我来。第22页23A:Imsorrytotellyou,madam.Ourgeneralmanagerisnotavailableatthismoment.ButIdbemorethangladtogetourassistantmanagerforyouifyoulike.太太，很抱歉告诉您，我们总经理现在不在。不过假如您愿意，我非太太，很抱歉告诉您，我们总经理现在不在。不过假如您愿意，我非常能够带您去见我们经理助理。常能够带您去见我们经理助理。B:OK.好。好。A:onemoment,please.请稍等。请稍等。C：OhImsorrymadam,aftertechnicalexamination,wefindyournoteiscounterfeit.Accordingtotheregulations,forgednotesaretobeconfiscated.噢噢很抱歉，太太，经过技术判定，您这张钱币是伪造。依据要求，很抱歉，太太，经过技术判定，您这张钱币是伪造。依据要求，我们应该没收您假钞。我们应该没收您假钞。第23页24外币兑换ForeignCurrencyExchange第24页251.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HKD第25页261.问询兑换何种外币？A:Whatkindofcurrencydoyouwanttoexchange?B:IwanttoexchangesomeUSdollarsintoRMB.A:Sorry,wedontchangeSwissFrancatpresent.2.问询兑换多少？A:Howmuchwouldyouliketochange?B:Iwanttochange500dollars.第26页273.确认客户是否带了护照Doyouhaveyourpassport?/Pleaseshowmeyourpassport.4.通知客户兑换利率B:CouldyoutelltheexchangerateA:ItsRMB691.85against100USdollars.ItsRMB691.85per100USdollars.Theexchangeratetodayis6.9185RMBtooneUSdollar.第27页285.请客户在水单上签字Pleasesignyournameatthebottomoftheexchangememo.6.完成兑换并提醒客户保管好水单HereisyourexchangedRMBandyourpassport.Pleasekeepthismemocarefully.YouhavetoshowthememotothebankwhenyouconvertanyunusedRMBbackintoforeignexchange.第28页29外籍人士人民币（收入）购置外币外籍人士人民币（收入）购置外币依据我国外汇管理要求，外籍人士能够凭护照兑换等值500美元外币。假如超出等值500美元，需要提供护照、收入证实和相关完税证实AccordingtoChinasFXregulations,foreignerscouldexchange500USDORequivalent,ifyouwanttoexchangemorethan500,weneedyourpassport,incomecertificateandrelevanttaxcompletion/fulfillmentcertificate.第29页30剩下人民币兑换成外币剩下人民币兑换成外币A:Goodmorning,Sir,whatcanIdoforyou?B:Yes,please.Ihaveyuan,andIwanttochangebackintoUSdollars.A:Certainly,pleaseshowmeyourpassportandtheexchangememo.B:Exchangememo?A:Yes,itistheCertificateprovingthatyouexchangedyourcountryscurrencyintoRMBwhenyoufirstcametoChina.Or:Yes,thatisthecertificatefromthebankwhenyouchangedyourmoneyintoRMByuan.第30页31B:OK,Isee.Hereitis.A:Thanks.Pleasewaitamoment.B:OK.A:Todaysexchangerateis7.1000,andherearethecashandyourpassport.B:Thanks.AYouarewelcome.Byeandhaveaniceday.B:Bye.第31页32旅行支票Travelers Cheques第32页33第33页34惯用词语惯用词语支票：支票：Checks/Cheques Checks/Cheques 旅行支票：旅行支票：travelers cheques travelers cheques 购置旅支协议书：购置旅支协议书：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署名：署名：sign or signature sign or signature signit signit 复签：复签：countersign countersign kauntsain kauntsain 第34页35（一）旅行支票兑付（一）旅行支票兑付兑现过程兑现过程 问询客户问询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查对初复签及支票真伪查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第35页36问询客户兑换需求问询客户兑换需求A:CanIhelpyou?B:Iwanttocashsometravelerschecks?A:Howmuchdoyouwanttocash?B:IwanttocashUSD500.第36页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.第37页38问询兑换币种，通知费率问询兑换币种，通知费率A:Whatcurrencydoyouwant,USDorRMB?B:IwouldliketohaveUSD/RMB,please.A:Wewillcharge0.75%ofthefacevalue,whichisUSD3.75,thenetamountaftercommissionisUSD496.25.第38页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.第39页40抱歉不能兑换客户旅行支票抱歉不能兑换客户旅行支票Sorry,weareunabletocashyourcheckasthesignaturesaredifferent.Sorry,weareunabletocashyourcheckrightnow,weneedtocontacttheservicecenteroftheissuingcompany,forauthorization.Sorry,weareunabletocashyourcheck,sinceitisatransferredone,wehavetomakeacollection.第40页41（二）购置旅行支票（二）购置旅行支票问询兑换币种，通知费率问询兑换币种，通知费率B:CanIbuytravelerscheckhere?A:Yes,howmuchwouldyouliketobuy?B:Whatisyourcharges/fee/commission?A:Ourchargeis0.1%第41页42问询客户需要旅行支票面额问询客户需要旅行支票面额A:Wehavetwokindsoftravelerchecks,oneisUSD100parvalue,anotherisUSD50parvalue,whichdoyoulike?B:Iwouldliketohave300in100denomination,andrest200in50denomination.第42页43提醒收妥购置协议并在每张支票上初签提醒收妥购置协议并在每张支票上初签Herearethepurchaseagreementandthechecks,pleasesignoneachcheck.Pleasekeepthepurchaseagreementcarefullyandsafely,incaseforfutureuse.第43页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“购置旅行支票协议书购置旅行支票协议书”带来了吗带来了吗?2.Haveyougotyour“PurchaseAgreement”withyou?3.or:DoyoubringthePurchaseAgreementwithyou?4.2.请赶快和旅行支票企业联络。请赶快和旅行支票企业联络。5.PleasecontacttheTravelerschequescompanyassoonaspossible，tellthemalltheparticularsofthecheques.,thelossandyourpersonalinformation.第44页453.TheywillfaxanauthorizationletterandaRefundClaimFormtoourbank,andwewillassistyouinobtainingtherefund.4.（按照他们传真过来授权书和旅行支票遗失按照他们传真过来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）索赔申请表，我们将为您办理挂失理赔手续）4.Lastly,pleasefillouttheRefundClaimFormandsignyourname.（最终请您填写遗失索偿申请表，并签上您姓名）最终请您填写遗失索偿申请表，并签上您姓名）第45页46银行卡业务Card business第46页47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:第47页48境外银行卡能否在国内取款B:IamfromEngland,canIwithdrawRMBusingmycreditcard/visacard?A:Yes,youmaywithdrawRMBcashfromATM.第48页49外籍人士申请开立农行银行卡：只需出示有效护照A:Hello.WhatcanIdoforyou?B:Yes.CanIapplyforabankcard?A:Certainly,canIhaveyourpassport.B:OK.Hereyouare.A:Howmuchdoyouwanttodeposit?申请银行卡第49页50不懂汉语能从ATM提款么？B:CanIwithdrawmoneyfromtheATM?IdontreadChinese.A:Dontworry,ourATMsarewell-equipped.TheyhaveinstructionsinbothChineseandEnglish.ATM提款第50页51B:Excuseme.TheressomethingwrongwiththisATM,mycardhasbeenswallowed.A:Dontworry.CanIseeyourpassportandtheATMreceipt?Or:Waitamoment,please.Isthisyourcard?Or:Pleasesignyournamehere,andhereisyourcardandthepassport.被ATM吞卡第51页52A:Hello.WhatcanIdoforyou?B:Ilostmycard.A:Nowpleasefilloutthisform.ThechargeforlossreportisfifteenYuan.B:Everythingisfine,andyourmoneyissafenow.Pleasecomeandcollectyourreissued/newcardaftersevenworkdays,Pleaseremembertobringthereceiptandyourpassportwithyou。银行卡挂失第52页53其它用语Youcanmakethelossreporteitherviaourcallcenter95599oroverthecounter.Thereisnowithdrawalorconsumptionrecordinyouraccounttoday.第53页54西联汇款第54页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CustomerServiceCenter第55页56目录目录客户到来时客户到来时发汇业务正常情况发汇业务正常情况发汇业务非正常情况发汇业务非正常情况收汇业务正常情况收汇业务正常情况收汇业务非正常情况收汇业务非正常情况客户离开时客户离开时第56页57使用西联汇款业务是您明智选择，西联汇款是全球速度使用西联汇款业务是您明智选择，西联汇款是全球速度最快。最快。Western Union Money Transfer is your wise choice.It is the fastest way to transfer money worldwide Ifyouhavetimetosaythat,youmightwanttosaysomethinglike:请问您办理办剪发汇业务还是收汇业务？请问您办理办剪发汇业务还是收汇业务？Do you send money or receive money?第57页58当然，假如自己处理不了，你能够：当然，假如自己处理不了，你能够：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 you第58页59发汇业务正常情况发汇业务正常情况 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?请出示您护照和签证，谢谢合作！请出示您护照和签证，谢谢合作！Please show me your passport and visa.Thank you for your cooperation Passport please.Thank you第59页60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假如你需要起身暂时离开一下，请一定要说一声：假如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 back第60页61您汇款本金是您汇款本金是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!一些数字简便说法：一些数字简便说法：1000 One grand$5.26 Five twenty six984,798,748碰到这种情况最好还是挨个念数字好碰到这种情况最好还是挨个念数字好 第61页62这是您收据。请小心保管这是您收据。请小心保管 Here is your receipt.Please keep it carefully 这是您汇款监控号。这是您汇款监控号。请将此告诉收款人，这么他请将此告诉收款人，这么他/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 easily第62页63请告诉收汇人去就近带有西联标识网点，带上他请告诉收汇人去就近带有西联标识网点，带上他/她证她证件，而且告诉柜员汇入金额、从何地汇入？如核实无件，而且告诉柜员汇入金额、从何地汇入？如核实无误，她误，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 第63页64发汇业务非正常情况发汇业务非正常情况对不起，您款项有误。请您重新清点一下好吗对不起，您款项有误。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，您忘记署名了。请您在这里署名。谢谢！对不起，您忘记署名了。请您在这里署名。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 第64页65收汇业务正常情况收汇业务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，它将有利于您得到更加快捷服务请填写汇款监控号，它将有利于您得到更加快捷服务 If you know the Money Transfer Control Number,please write it down here.It is quite useful for a fast service 请出示您护照请出示您护照 Your passport please 第65页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?这是您汇款这是您汇款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 第66页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 it第67页68收汇业务非正常情况收汇业务非正常情况对不起！您填写发汇人对不起！您填写发汇人/收汇人姓名与我们统计有些收汇人姓名与我们统计有些不一样。您能确认填写无误吗？不一样。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 第68页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！您忘记署名了。请您在这里署名（收对不起！您忘记署名了。请您在这里署名（收汇单和国际收支申报单署名处）。谢谢！汇单和国际收支申报单署名处）。谢谢！Excuse me?You forgot to sign your name.Please sign your name here.Thank you!第69页70客户离开时客户离开时感激您选择我们服务！感激您选择我们服务！Thank you for choosing our se