个人金融业务英语服务手册课件省公开课金奖全国赛课一等奖微课获奖PPT课件.pptx

单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,2021/10/3,#,个人金融业务柜面英文服务用语,Personal Banking Service in English,年,12,月,1/105,日常接待和服务,Daily Reception and Service,金融服务英语,2/105,日常业务,1,deposit,存款,withdraw,取款,balance,余额,current deposit/account,活期存款,time deposit/account,定时存款,to close/clear an,account,结清,deposit book/passbook,存折,讨论：零存整取怎么说？,Installment saving,1,、词汇,3/105,What sort of account do you want/like?,请问您要开立哪种帐户？,How much do you want to deposit/withdraw?,请问您想存（取）多少钱？,I want to deposit 300 yuan into my account.,我想在我户头上存,300,元。,2,、惯用句型,日常业务,1,4/105,What denomination do you want?,In what denomination?,How would you like to have it?,请问您需要哪种票面现金？,Id like to make a money/an account transfer,我要转帐。,I want to deposit these cheques into my account.,我想把这些支票存在我户头上。,日常业务,1,5/105,Id like to report the loss of my credit card and cancel it.,我要办理信用卡挂失并取消那张卡,Do you offer inter-bank transfer service?,你们有跨行转帐服务吗？You need to pay the fee for TT.,We will charge commission for TT.,办理电汇要交手续费。,We will charge a collection fee of 2 Yuan.,我们要加收2元人民币费用。,日常业务,1,6/105,你必须把大小写数额都写上。,Please write the amount both in numbers and in word.,请填好这张申请表并签上您名字。,Please fill in this application form and sign your name.,日常业务,1,7/105最低金额为一元。,The minimum amount is one Yuan.,最小起存金额为一元。,One Yuan is the minimum original deposit.,您必须在开始存入,50,元。,You have to deposit an initial amount of 50 Yuan.,日常业务,1,8/105,B:Good morning,sir.I am from Japan.Can you help me?,用户：你好，先生。我是日本人。你能帮忙吗？,A:It is my pleasure,what can I do for you?,职员：很高兴为您效劳我能为您做点什么？,B:Oh,I want to change some money,but I do not know how to fill out the exchange memo.,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,1,3,、情景对话（分角色朗诵对话）,9/105,A:Would you mind to give me your passport and write down your name on this paper?,职员：您能把您护照给我，并把您名字写在这张纸上吗？,B:Here are my passport and name.My name is Tanaka.,用户：给你护照和姓名，我叫田中。,A:Good.I will fill out the exchange memo for you now.Why do not you take a seat over there for a moment?,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,1,10/105,A:Please keep your exchange memo safely,if you will have Renminbi left,you may convert the unused Renminbi back into Japan yen with this exchange memo,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:Thank you indeed.I will do that.,用户：我会保管好。谢谢,A:Not at all.,职员：不用谢。,日常业务,1,11/105,情景对话,A:Excuse me,sir.Is there anything I can do for you?,B:Yes.Id like to change some money,please.,A:All right.How much would you like to change?,B:Let me see.I think maybe 600 USD at least.,A:Pardon?,B:Six hundred US dollars.,A:Im sorry,sir,after 7:00 PM,the change maximum limit is US$400 according to our regulations.,B:But I am badly in need of the amount.Might I ask you to make an exception for me?,A:Im afraid we cannot help you,sir,because that would be violating the Regulation.I owe an apology for doing nothing about it,B:Its just too bad.I have to leave it as it is,and thank you just the same.,12/105,A:I need to open a savings account.Whats the procedure for it?,B:First,you need to complete a deposit slip.,A:Any fees for the service?,B:No.There isnt any service charge.Would you like to have a password?,A:Yes,Id like to.,B:Please press the buttons on this machine,and enter your pin number for four digit.What sort of account do you want?,A:Id rather open a current account.,B:The annual interest rate is 3.5%.,A:Good.Id like to deposit 300 dollars,情景对话,13/105,惯用句型,能够出示一下您护照么？,Would you mind showing me your passport?,能够看一下您身份证么？,Could you please show me your Identity Card?,日常业务,1,14/105,汇率显示在那边电子屏幕上。,The exchange rate is shown on the Electronic Rate Board over there.,今天人民币兑美元汇率是,725,元人民币兑,100,美元。,Todays exchange rate of RMB to USD is 725 Yuan to 100 dollar.,美元买入价是,725,元人民币兑换,100,美元。,The buying rate of US dollar note is 725 Yuan per 100 dollars.,日常业务,1,15/105,一年定时存款利率是,3.78%,。,The interest rate of one year time deposit is 3.78 percent.,我们执行中央银行许可利率政策。,We pay the interest at the rate permitted and indicated by the Central Bank.,日常业务,1,16/105,调解,纠纷,17/105,confiscate,没收,forged notes,假币,counterfeit,伪造,relevant,相关,regulation,要求,technical examination,技术判定,understanding,了解,1,、词汇,18/105,Calm down/cool down,冷静,Serious,严重,Misunderstanding,误会,Improve,提升、改进,Suggestion,提议,Regret/apologize,抱歉,Assistant manager,经理助理,Discuss,讨论,Disturb,打搅,19/105,Sir,I am the service manager.Would you please tell me what happened,？,先生您好，我是服务经理，您能告诉我是怎么回事么？,Well,please calm down,I think there is nothing serious and I can help you with the problem.Come with me,please.,请您先冷静下来，我认为事情并没有那么严重，我能够帮助您处理问题，请跟我来。,We are sincerely sorry for this misunderstanding,but could I ask you for your cooperation and understanding?,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？,2,、惯用句型,20/105,After technical examination,we find this note is counterfeit.,经过技术判定，我们发觉这张现金是伪造。,According to the relevant regulations,forged notes are to be confiscated.,依据相关要求，假币应该没收。,21/105,3,、情景对话,A:Good morning,Im the service manager.Would you please tell me what happened?,早晨好，我是这里服务经理。您能告诉我是怎么回事吗？,B:This lady told me my notes are counterfeit!Its unbelievable!,这位女士告诉我钱是伪钞！太不可置信了！,A：Well,please calm down,I can help you with the problem.Come with me,please.,嗯，请您冷静一下，我能够帮助您，请跟我来。,22/105,A:Im sorry to tell you,madam.Our general manager is not available at this moment.But Id be more than glad to get our assistant manager for you if you like.,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。,B:OK.,好。,A:one moment,please.,请稍等。,C：OhIm sorry madam,after technical examination,we find your note,is counterfeit.According to the regulations,forged notes are to be confiscated.,噢很抱歉，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。,23/105,外币兑换,Foreign Currency Exchange,24/105,1.,Foreign exchange rate,外汇汇率,frin,2.exchange memo,水单,iksteind,memu,3.,the Administration of Foreign Exchange(SAFE),外管局,dministrein,4.the Central Bank,央行,5.China Banking Supervisory Commission(CBRC),银监会,sju:pvaizri,kmin,6.US dollars,美元,USD,7.Pound sterling,st:li,英镑,GBP,8.Euros,欧元,EUR,9.Japanese yen,日元,JPY,10.Hong Kong dollars,港币,HKD,25/105,1.问询兑换何种外币？,A:What kind of currency do you want to exchange?,B:I want to exchange some US dollars into RMB.,A:Sorry,we dont change Swiss Franc at present.,2.,问询兑换多少？,A:How much would you like to change?,B:I want to change 500 dollars.,26/105,3.确认客户是否带了护照,Do you have your passport?,/Please show me your passport.,4.通知客户兑换利率,B:Could you tell the exchange rate,A:Its RMB 691.85 against 100 US dollars.,Its RMB 691.85 per 100 US dollars.,The exchange rate today is 6.9185 RMB to one US dollar.,27/105,5.,请客户在水单上签字,Please sign your name at the bottom of the exchange memo,.,6.完成兑换并提醒客户保管好水单,Here is your exchanged RMB and your passport.,Please keep this memo carefully.,You have to show the memo to the bank when you convert any unused RMB back into foreign exchange.,28/105,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,According to Chinas FX regulations,foreigners could exchange 500 USD OR equivalent,if you want to exchange more than 500,we need your passport,income certificate and relevant tax completion/fulfillment certificate.,29/105,剩下人民币兑换成外币,A:Good morning,Sir,what can I do for you?,B:Yes,please.I have yuan,and I want to change back into US dollars.,A:Certainly,please show me your passport and the exchange memo.,B:Exchange memo?,A:Yes,it is the Certificate proving that you exchanged your countrys currency into RMB when you first came to China.,Or,:Yes,that is the certificate from the bank when you changed your money into RMB yuan.,30/105,B:OK,I see.Here it is.,A:Thanks.Please wait a moment.,B:OK.,A:Todays exchange rate is 7.1000,and here are the cash and your passport.,B:Thanks.,A You are welcome.Bye and have a nice day.,B:Bye.,31/105,旅行支票,Travelers Cheques,32/105,33/105,惯用词语,支票：,Checks/Cheques,旅行支票：,travelers cheques,购置旅支协议书：,Purchase,p:ts,Agreement/,Purchase record,审核/查实：,verify,verifai,授权书：,authorization,:raizein,letter,索赔申请表：,Refund Claim Form,署名：,sign or signature,signit,复签：,countersign,kauntsain,34/105,（一）旅行支票兑付,兑现过程,问询客户出示护照或身份证检察初签当面复签查对初复签及支票真伪填制单证交付现金,35/105,问询客户兑换需求,A:Can I help you?,B:I want to cash some travelers checks?,A:,How much do you want to cash?,B:I want to cash USD 500.,36/105,要求客户初具护照并在支票上复签Can I see your passport or identity card?,Please countersign the checks.,I am sorry,your checks are already countersigned,could you please sign again on the back of check.,37/105,问询兑换币种，通知费率,A:What currency do you want,USD or RMB?,B:I would like to have USD/RMB,please.,A:We will charge,0.75%of the face value,which is USD3.75,the net amount after commission is USD 496.25.,38/105,外币兑换零钞将折算成人民币,As we do not offer small change of USD,how about we give you USD496,for the change of USD0.25,we will give RMB equivalent.,Todays/now the Exchange rate is 7.0150,here are the exchange memo and the total RMB 3481.20.,39/105,抱歉不能兑换客户旅行支票,Sorry,we are unable to cash your check as the signatures are different.,Sorry,we are unable to cash your check right now,we need to contact the service center of the issuing company,for authorization.,Sorry,we are unable to cash your check,since it is a transferred one,we have to make a collection.,40/105,（二）购置旅行支票,问询兑换币种，通知费率,B:Can I buy travelers check here?,A:Yes,how much would you like to buy?,B:What is your charges/fee/commission?,A:Our charge is 0.1%,41/105,问询客户需要旅行支票面额,A:We have two kinds of traveler checks,one is USD 100 par value,another is USD 50 par value,which do you like?,B:I would like to have 300 in 100 denomination,and rest 200 in 50 denomination.,42/105,提醒收妥购置协议并在每张支票上初签,Here are the purchase agreement and the checks,please sign on each check.,Please keep the purchase agreement carefully and safely,in case for future use.,43/105,（三）旅行支票遗失处理,请问您把“购置旅行支票协议书”带来了吗?,Have you got your“Purchase Agreement”with you?,or:Do you bring the Purchase Agreement with you?,2.,请赶快和旅行支票企业联络。,Please contact the Travelers cheques company as soon as possible，tell them all the particulars of the cheques.,the loss and your personal information.,44/105,They will fax an authorization letter and a Refund Claim Form to our bank,and we will assist you in obtaining the refund.,（,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）,4.Lastly,please fill out the Refund Claim Form and sign your name.,（,最终请您填写遗失索偿申请表，并签上您姓名）,45/105,银行卡业务,Card business,46/105,常见词语,银行卡：,Bankcard借记卡：,Debit,debit,card,贷记卡：,Credit,kredit,card,挂失：,Loss report,存款：,Deposit,dipzit,取款：,Withdraw,widr:,47/105,境外银行卡能否在国内取款,B:I am from England,can I withdraw RMB using my credit card/visa card?,A:Yes,you may withdraw RMB cash from ATM.,48/105,外籍人士申请开立农行银行卡：只需出示有效护照,A:Hello.What can I do for you?,B:YesCan I apply for a bankcard?,A:Certainly,can I have your passport.,B:OK.Here you are.,A:How much do you want to deposit?,申请银行卡,49/105,不懂汉语能从,ATM,提款么？,B:Can I withdraw money from the ATM?I dont read Chinese.,A:Dont worry,our ATMs are well-equipped.They have instructions in both Chinese and English.,ATM,提款,50/105,B:Excuse me.Theres something wrong with this ATM,my card has been swallowed.,A:Dont worry.Can I see your passport and the ATM receipt?,Or,:Wait a moment,please.Is this your card?,Or:,Please sign your name here,and here is your card and the passport.,被,ATM,吞卡,51/105,A:Hello.What can I do for you?,B:I lost my card.,A:Now please fill out this form.The charge for loss report is fifteen Yuan.,B:Everything is fine,and your money is safe now.,Please come and collect your reissued/new card after seven workdays,Please remember to bring the receipt and your passport with you。,银行卡挂失,52/105,其它用语,You can make the loss report either via our call center 95599 or over the counter.,There is no withdrawal or consumption record in your account today.,53/105,西联汇款,54/105,Vocabulary,西联汇款,Western Union Money Transfer,贵宾窗口,VIP counter,发汇业务/收汇业务,send money/receive money,发汇单/收汇单,Send Money Form/Receive Money Form,发汇人/收汇人,sender/receiver,服务费,bank charge/bank commission,kmin,收 据,receipt,risi:t,汇款监控号,Money Transfer Control Number,兑换单,Exchange Bill Note,客户服务中心,Customer Service Center,55/105,目录,客户到来时,发汇业务正常情况,发汇业务非正常情况,收汇业务正常情况,收汇业务非正常情况,客户离开时,56/105,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。,Western Union Money Transfer is your wise choice.It is the fastest way to transfer money worldwide,If you have time to say that,you might want to say something like:,请问您办理办剪发汇业务还是收汇业务？,Do you send money or receive money?,57/105,当然，假如自己处理不了，你能够：,请到贵宾客户窗,/XX,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,Please wait a second,I will get someone to help you,58/105,发汇业务正常情况,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？,How much do you want to send?,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,59/105,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：,I will be right with you,I will be back,60/105,您汇款本金是,500,美元，服务费,15,元，一共是,515,美金,For your 500 Dollars,the charges are 15 Dollars.Total amount 515 Dollars,please!,一些数字简便说法：1000 One grand,$5.26 Five twenty six,984,798,748,碰到这种情况最好还是挨个念数字好,61/105,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。,请将此告诉收款人，这么他,/,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,62/105,请告诉收汇人去就近带有西联标识网点，带上他,/,她证件，而且告诉柜员汇入金额、从何地汇入？如核实无误，她,/,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,63/105,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,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！,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,Im sorry.There is something wrong with the computer system.Please wait for a while,64/105收汇业务正常情况,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,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,Your passport please,65/105,请问您需要美元还是人民币？,Do you want Dollar or RMB?,这是您汇款,1000,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,66/105,这是,8100,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,67/105,收汇业务非正常情况,对不起！您填写发汇人,/,收汇人姓名与我们统计有些不一样。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。请您稍等。,Sorry,its still wrong.I have to contact the customer service center.Please wait for a minute,68/105,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