商务信函 2500成功沟通范例 英汉对照PDF电子书下载

简介 1

第一章 销售信 7

Adding a bigwig to a prospect tour 在一次客户旅游中加入一位“大人物” 7

Accompanying a catalog 寄送产品目录 8

Accompanying a renewal notice 寄送续保通知 10

Announcing a sales contest 宣布一次销售竞赛 12

Announcing an ad campaign to sales staff 向销售人员宣布一次广告宣传活动 13

Announcing a change in sales policy 宣布销售政策的变化 14

Announcing a new catalog 发布一份新目录 15

Announcing new products 宣布新产品 16

Announcing a price decrease 宣布降低价格 18

Announcing a price increase 宣布价格上涨 19

Approaching new contact at current client company 与目前的委托公司达成新的协议 20

Approaching new management after old management rejection 在旧的管理方案遭到否决后达成新的管理方案 21

Asking for a testimonial letter 请求提供一封推荐信 22

Avoiding a business sales pitch 婉拒商业促销 23

Closing to overcome business bad now objection 纠正“目前生意难做”的观点 24

Closing to overcome customers don t ask for your product objection 纠正“客户不需要你的产品”的看法 26

Closing to overcome the next trip objection 改变“下次再谈”的想法 27

Closing to overcome high price objection 克服对于高价的反感 28

Closing to overcome I always do business with someone else objection 纠正“我一直与别人合作”的观点 30

Closing to overcome I m happy with what I ve got objection 纠正“我对目前拥有的一切很满意”的观点 32

Closing to overcome it s new objection 纠正“这是新的”的观点 34

Closing to overcome low price must mean low quality objection 纠正“低价一定低质”的观点 36

Closing to overcome retail price too high objection 改变“零售价过高”的观点 38

Closing to overcome the my boss decides objection 改变“由我老板决定”的看法 40

Closing to overcome think about it objection 改变“让我们再考虑考虑”的想法 41

Closing with be first 利用“争当第一”的心理 42

Closing with before and after 利用“前后对比” 43

Closing with customization offer 通过提供客户化服务作促销 44

Closing with points of agreement 确认协议 46

Closing with a special introductory offer 提供特别的试销机会 48

Closing with success stories 以成功的事例作促销 49

Closing with a trial basis 试用建议 50

Cold call 电话推销 52

Confirming a sale closing meeting 确定一次生意成交会见 54

Congratulating a sales person for a testimonial 祝贺一位销售人员收到表扬信 55

Congratulating a sales person on a large sale 祝贺一位销售人员赢得一份大宗订单 56

Contacting a formerly hot lead 联系一位从前热心生意的客户 57

Contacting a prospect whose name is unavailable 联系一位不知道名字的客户 58

Declining to do business 婉拒生意合作 60

Explaining a demotion to a client 向客户解释降职的原因 61

Explaining changes in travel systems to sales people 向销售人员解释差旅变化 62

Explaining commission plan changes to sales people 向销售人员解释佣金政策的变化 64

Explaining a promotion to a client 向客户解释升职的原因 66

Explaining territory changes to sales people 向销售人员解释营销市场的变化 67

Extending a follow-up membership offer 提供一项补充性会员优惠 68

Fax for a phone interview 要求电话采访的传真 69

Faxing about preparing to make an immediate decision 准备即刻作出决定的传真 70

Faxing about an urgent sales issue 关于一笔紧急销售业务的传真 72

Following up after mailing a brochure 邮寄目录的附信 73

Faxing a summary to someone who forgets what s been discussed 给一位忘记讨论内容的人发一份总结传真 74

Faxing to a prospect about early deadline 给客户发一份关于截止日期的传真 76

Faxing to a prospect overseas 给海外客户的传真 78

Finding the decision maker 找到决策者 80

Following up on a sales proposal 销售创意书的附信 82

Getting an appointment 争取一次会面 84

Getting a phone interview 争取一次电话采访 86

Introducing a new sales person 介绍一位新的销售人员 87

Introducing a new business 介绍一桩新的生意 88

Introducing your replacement 介绍你的替任者 90

Offering a referral 提供参考 91

New product 新产品介绍 92

Offering a membership 提供会员制服务 94

Overcoming a prospect s past bad experience with your company 克服客户过去曾与你公司有过的不愉快经历 96

Prospecting based on company being new in the area 以该行业的新人身份进行业务开发 98

Prospecting a new member of the local chamber of commerce 开发本地商会的新会员 99

Prospecting community leaders 劝说社区负责人 100

Prospecting someone recently appointed to a volunteer position 游说某个新任志愿工作的人 102

Prospecting someone who just got a new job 游说某个刚刚获得新工作的人 103

Prospecting a technical professional 游说一位技术人才 104

Prospecting a training manager 游说一位培训经理 106

Providing prospect information to a dealership 向特许经销处提供客户信息 107

Prospecting with a contest 用竞赛游说 108

Reminding that a sale is about to end 提醒销售行动即将结束 110

Requesting a meeting based on travel schedule 请求在出差途中安排一次会晤 111

Requesting appointment after initial discussion 初次讨论后要求会面 112

Requesting a meeting with the true decision maker 请求一次与真正决策者的会面 114

Rescheduling a sales appointment 重新安排一次销售会晤 116

Selling additional products 出售其他产品 117

Retaining customers 挽留客户 118

Selling additional services 推销其他服务 120

Selling a business product 推销商务产品 121

Selling a consumer product 推销消费产品 122

Selling an educational seminar 推销一次学习研讨会 124

Selling membership renewal 推销会员延期 126

Selling a subscription 推销订阅 127

Selling to a CEO 向CEO推销 128

Sending materials and suggesting another purchase 寄送材料建议再次购买 130

Special prospecting techniques 特殊的开发技能 131

Setting up an appointment 安排一次会面 132

Soliciting a distributor for a product 征求一种产品的分销商 134

Soliciting a Sale for a client s once-in-a-lifetime event 以客户一生中的大事征求业务 136

Thanking for a recommendation 感谢推荐 138

Tickler 记事簿 139

Updating clients on new product features 为客户提供有关新产品特点的最新信息 141

Updating sales people on mid-period sales performance(bad news)为销售员提供最新中期销售业绩(坏消息) 142

Updating sales people on mid-period sales performance(good news)为销售员提供最新中期销售业绩(好消息) 143

Using special prospecting techniques,example #1 使用特别的业务开发技巧(范例1) 144

Using special Prospecting techniques,example #2 使用特别的业务开发技巧(范例2) 146

Welcome a new subscriber 欢迎新订户 147

Welcome a new customer 欢迎新客户 148

1.广告 152

第二章 市场营销 152

Agency hiring 雇用代理公司 153

Agency rejected 婉拒代理公司 154

Agency review 回顾与代理公司的合作 155

Agency termination 终止代理合作 156

Confidentiality agreement 保密协议 157

Competition 有关竞争 158

Request for bus rates 要求汽车广告的报价 160

Request for electronic rates 要求电子广告的报价 161

Request for outdoor rates 要求户外广告的报价 162

Request for Print rates 要求印刷品广告报价 163

Request for presentation 要求一次展示 164

Request for proposal 要求提供创意 166

2.投标报价过程 167

Acceptance of bid 接受报价 168

Asking questions in response to a request to bid 客户要求报价，回信询问问题 169

Confirming terms 确认条件 170

Cover letter to a revised quote 修改报价的附信 171

Making bids and quotes 投标并报价 172

Proposal cover letter 创意书附信 174

Proposal example 创意书实例 176

Request for deadline extension 请求推迟截止日期 178

Submitting contracts 提交合约 179

Requesting opportunity to quote 请求给予报价机会 180

Submission of bid 提交报价 182

3.直复营销 184

Announcing a special sale 宣布一次特别销售 185

Announcing a new catalog 宣布新的目录 186

Asking for a referral 请求推荐 188

Building store traffic 增加商店顾客量 190

E-mail pitch 电邮推销 191

Congratulations on your birthday 祝贺你的生日 192

Congratulations on child s birthday 祝贺孩子的生日 194

Congratulations on your new baby 祝贺孩子的诞生 196

Congratulations on your move to a new house 祝贺乔迁之喜 198

Congratulations on your promotion letter 祝贺你的升迁 200

Cover letter 推荐信 202

Encouraging a sale from an inactive account 向一位被动的客户进行推销 204

Following up after a trade show 商贸展览会后的接洽 205

Following up with a referral 得到推荐后接洽 206

Helping a sales person out of a slump 帮助一名销售人员摆脱困境 207

Follow-up 跟进信 208

Force-free trial offer 自由订购建议 210

Lift letter 举荐信 212

Magazine ad lead 响应杂志广告 214

Post card 邮寄卡片 216

Renewal letter 延期信 218

Requesting names of clients to invite to a trade show 询问客户姓名以便邀请参加展览会 219

Response sheet/order form 答复信/订单格式 220

Soliciting a sale from a long-term inactive account 向一位长期但被动的客户推销 222

Telemarketing script 电话市场调查 223

Trade show lead 展览会后接洽 224

Welcome letter 欢迎信 226

Thanking for a referral 感谢推荐 228

4.问卷/调查 229

Accompanying a questionnaire 问卷附信 230

Informing of survey results 告知调查结果 232

Surveying customers 调查客户 234

Surveying potential customers 调查潜在客户 236

Thanking for completing a questionaire 感谢填写问卷 238

第三章 管理 242

Announcements--annual report 宣布年终报告 242

Apology--employee 给雇员的致歉信 244

Award--company 公司奖励 245

Award--individual 个人奖励 246

Bad news--layoffs 有关公司裁员的坏消息 247

Bad news--company sale 有关公司出售的坏消息 248

Celebrations--anniversary dates outside company 来自公司以外的周年纪念祝贺信 250

Celebrations--individual 个人祝贺 252

Complaints--manager to subordinate 经理对下属的抱怨 253

Compliments--enjoyed article 赞扬信--喜欢某篇文章 254

Deal--calling off decision/action 放弃决议/行动 255

Deal--encouraging decision/action 鼓励作出决议/行动 256

Decline to do business 婉拒生意合作 257

Decline to do business--prior commitment 在许诺之前婉拒生意合作 258

Events--invitation 邀请 259

Events--merger 合并 260

Events--resignation 辞职 262

FYI--informing subordinates with pleasure 仅供参考--高兴地通知下属 263

FYI--informing superior 仅供参考--通知上级 264

Goodwill--acknowledging request for a donation 收到捐款的请求 265

Goodwill--seeking more information 寻求更多信息 266

Gratitude--commendations to presiding chairman or official 感谢信--对主持大会的主席或官员的赞扬 268

Gratitude--thanking employees 感谢信--感谢雇员 270

Inquiry--brochure 询问--宣传册 271

Inquiry--information 询问--信息 272

Invitation--accept 接受邀请 273

Invitation--decline 婉拒邀请 274

Meeting,external--apologizing for a missed external meeting 对未能参加外部会议而道歉 275

Marketing--complaint to opponent 市场营销--对竞争对手的抱怨 276

Meetings,external--cancelling an extermal meeting 取消一次外面的会议 278

Meetings,internal--annual meeting 内部年会 279

Meetings,internal--canceling an internal meeting via e-mail 通过电子邮件取消一次内部会议 280

Meetings,internal--declining internal meeting 婉拒一次内部会议 281

Notifying employees of new procedures 通知员工新的程序 282

Offers to purchase--cover for counter offer 开价购买--告之还盘 283

Offers to purchase--positive response to query 开价购买--对询问作出积极答复 284

Operations--making inquiries,example #1 问讯信，范例1 285

Operations--making inquiries,example #2 问讯信，范例2 286

Performance--accepting a promotion 接受提升 288

Permissions--authorizing absence after the fact 在事后批准请假 289

Performance--asking an employee to better control expenses 要求一名员工更好地控制支出 290

Permissions--authorizing absence in advance 事先批准请假 292

Permissions--bending company policies 遵守公司的政策 293

Permissions--denying a special project 否决一项特殊提议 294

Permissions--refusing to bend company policies 拒绝违背公司制度 295

Policies--informing 政策通知 296

Policies--punishing employees 处罚员工 297

Policies--reminding employees 提醒员工 298

Problems--asking for assistance 寻求帮助 299

Problems--expressing concern over absenteeism 表达对缺勤的担心 300

Problems--refusing leave of obsence 拒绝休假申请 301

Procedures--change 寻求改变 302

Procedures--explaining proper procedures 解释正常程序 304

Recognition--adoption 收养确认 306

Recognition--birth 祝贺孩子的诞生 307

Recognition--anniversary of doing business 开业周年纪念 308

References--declining to give a referances 谢绝提供证明 310

References--providing a reference for a terminated employee(competent) 为(有能力的)期满的员工提供证明 311

References--providing a reference for a terminated employee(incompetent) 为(没有能力的)期满的员工提供证明 312

Reminder 提醒 313

Report to a peer 给同级别同事的报告 314

Requests--asking for assistance 要求帮助 316

Requests--denial 拒绝请求 317

Reservations--confirm 确定房间预订 318

Response for support 对提供支持的答复 319

Shareholders--accepting a board member s resignation 接受一名董事会成员的辞职 320

Shareholders--acknowledgement of intension to attend annual meeting 确认参加年会的意愿 322

Shareholders--congratulations on annual report 对年终报告的祝贺 323

Transmittal 传达调查报告结果 324

Accepting a press interview 接受媒体采访 328

第四章 公共关系和宣传 328

Accepting an invitation to serve on a board 接受加入董事会的邀请 329

Accompanying a speaker s payment 寄送发言人的报酬 330

Advising employees about dealing with the press 建议员工如何与报界打交道 331

Acknowledging request for donation 确认捐赠 332

Addressing bad news 处理坏消息 334

Advising staff about discussing competitors 建议员工如何谈论竞争者 336

Announcing a move to customers 向客户通知搬迁 337

Agreeing to contribute an article 同意投稿 338

Agreeing with an editorial 赞同一篇社论 340

Denying permission to use copyrighted material 拒绝他人使用版权资料 342

Explaining a reduction in corporate earnings 解释企业盈利降低的原因 343

Disagreeing with an editorial 不赞同某篇社论 344

Getting permission to use someone else s material 获得使用他人材料的许可 346

Letter asking to make a speech 要求作演讲 347

Requesting referrals for donations 请求为捐款提供推荐 348

Responding to a solicitation positively 积极回复对方请求 350

Saying thanks for Positive coverage 对正面报道表示感谢 351

Thanking for funds received 对收到的捐助表示感谢 352

第五章 客户服务 356

1.抱怨 356

Acknowledging complaint example #1 确认收到抱怨，样板1 357

Acknowledging complaint example #2 确认收到抱怨，样板2 358

Acknowledging purchase has been shipped 确认订货已经装运 359

Adjustments 调解事件 360

Defending company 为公司辩护 361

Explaining--as a customer 以客户的身份作解释 362

Low product quality--as a customer 以客户身份反映产品质量差 363

Promise to check 答应核查 364

2.客户感谢信 365

Example #1 样板1 366

Example #2 样板2 367

Example #3 样板3 368

3.客户订单 369

Back order拖单 370

Being processed 正在加工 371

Decrease in price 降价 372

Initial order 首次订单 373

Information 信息 374

Insurance claim 保险理赔 376

Large order 大额订单 378

Ready for pick-up 取货预备就绪 379

Sample 样品 380

4.其他 382

Cancel service 取消服务 383

Explanation of invoice 解释发票 384

Explanation of payment 解释付款支票 385

Explanation of Warranty 解释质量担保 386

Honoring warranty 兑现担保承诺 388

Recommending an additional warranty 推荐附加担保 390

Refusing to honor warranty 拒绝承兑担保 391

Refusal of a request for more information 拒绝提供更多信息 392

Request for customer feedback 寻求客户的反馈 394

Response to a request for information 答复信息咨询 395

Welcome to new customer 欢迎新客户 396

5.付款 397

Acknowledgement 致谢 398

Apology for incorrect payment 为错误的付款道歉 399

Close an account 关闭帐户 400

Discount for early payment 提前付款的折扣 401

Expired credit card 信用卡到期 402

Explanation for late payment 解释延迟付款的原因 403

Invalid credit card number 信用卡号码无效 404

Partial payment 部分付款 405

Postdated checks 远期支票 406

Over credit card limit 信用卡透支 407

Underpayment 付款不足 408

Requesting further information 要求更多信息 410

6.政策 411

Announcement 通知 412

Change in policy 政策变化 414

New policy 新政策 415

Reminder 提醒 416

7.问题 417

Apology for inappropriate collcetion letter 为不合适的收款信道歉 418

Billing error 帐单错误 419

Mistake in invoice 发票错误 420

Payment adjustment 调整付款 421

Mix-up 混淆 422

Response to an error 对错误作出回复 424

8.退货 426

Accept for credit 接受退货 427

Apology for unauthorized return 就未批准退货而道歉 428

Duplicate order 重复订单 429

Exchange 更换 430

Need more information 需要更多信息 431

Unauthorized return 未被批准的退货 432

第六章 人力资源 436

Accepting a job offer 接受工作 436

Accepting training 接受培训 437

Acknowledging receipt of a resume 确认收到简历 438

Addressing a potential conflict of interest 利益冲突 439

Announcing a weight-loss program 宣布减肥计划开始 440

Asking for job advice 寻求职业建议 441

Applying for a job 申请工作 442

Declining a job offer 婉拒工作邀请 444

Discrimination and harassment 歧视和骚扰 445

Explaining a change in withholding 解释扣缴税中的变化 446

General release 常规弃权协议 447

Explaining FMLA 解释FMLA(家庭和医疗休假) 448

Offering an entry-lever position 提供入门者的职位 450

Praising a temp 表扬一位临时员工 452

Providing a life insurance conversion form 提供人寿转换保单 454

Rejecting a candidate 拒绝一位候选人 455

Reminder to employees 提醒员工 456

Requesting continuing professional development 要求持续的职业发展培训 458

Training as a reward 用培训作为奖励 460

Requesting vacation time 要求休假时间 462

第七章 会计和财务 466

1.收款 466

During the holidays 在假日销售季中 467

Explanation promising payment 解释预付款项 468

Requests,first 首次催款 470

Requests,second,example #1 二次催款，样本1 471

Requests,second,example #2 二次催款，样本2 472

Requests,third,example #1 三次催款，样本1 473

Requests,third,example #2 三次催款，样本2 474

Requests,fourth 四次催款 475

Requests,last,example #1 最后催款，样本1 476

Requests,last,example #2 最后催款，样本2 477

Repossession,example #1 强行收回，样本1 478

Repossession,example #2 强行收回，样本2 480

2.信贷 481

Acknowledgment 通知 482

Approval 批准 483

Canceling 取消 484

Inquiry 询问 485

Reference 证明参考 486

Refusal 拒绝 487

Restrictions 限制 488

3.采购 489

Accepting a bid 接受报价 490

Compliment to vendor 赞扬供货商 491

Addressing contract changes 说明合约变化 492

Contract billing error 合约金额错误 494

Returning item 退货 495

Notification of non-compliance 不符点通知 496

Requesting a proposal 寻求创意 498

Vendor contact information 供货合约信息 500

编者后记 501